We heard you! Exchanges and Returns are simpler now that it can be done online. You can check item availability and reserve your exchange item before it runs out of stock*!
ZALORA offers free and easy exchanges and returns – no questions asked! Ensure that your item fulfills the conditions below and is not in the Non-Exchangeable & Non-Refundable Items & Brands list.
Note: This feature is currently not available on Mobile App but it is available on Mobile Web. We apologise for any inconvenience caused.
There are just 4 easy steps to exchange and/or refund/return online!
1. Fill out the online returns form or the physical return slip.
If you fill out the online form, you can schedule a free pick-up and have your exchange item reserved for up to 10 days. Click here to learn more about our online returns form.
Otherwise, fill out the Return Slip you received with your order. You can also download and print out a new copy here.
2. Pack your items.
Place the item(s) – with the tags intact – in the original product packaging (box or pouch). Remember that swimwear, lingerie, underwear, earrings, beauty products, and items beyond the 30-day window can no longer be returned. (Click here to learn more about non-refundable items)
Insert the following documents before sealing your package:
- For items sold by ZALORA: return slip*
- For item sold by Third-Party Sellers: return slip*, sales invoice, and original receipt issued by the seller
* If you've filled out our online returns form, no need to include the return slip!
3. Return your ZALORA package.
Pick-ups
Simply hand over the package to the ZALORA rider on the date and at the address that you chose on the online returns form.
Drop-offs
Drop off your package at LBC and 2Go branches nationwide. Fill out the delivery form the branch clerk gives you with the following details:
LBC:
- Account Number: 102708
- Return Address: ACE Logistics, Warehouse 2, Oyster Plaza Complex, Ninoy Aquino Ave. Brgy. San Dionisio, Paranaque City
2GO:
- Account Number: 2013100087
- Return Address: ACE Logistics, Warehouse 2, Oyster Plaza Complex, Ninoy Aquino Ave. Brgy. San Dionisio, Paranaque City
Don't forget to keep the receipt you’re given as proof of your return and note the package tracking number.
4. Look out for the e-mail notification when your item reaches our warehouse.
We'll get in touch once we receive your item back at our warehouse. After that it'll go through our Quality Check (QC) team. Only items that pass our QC check are available for refunds or exchanges. You'll get another e-mail notification when your refund has been processed or when your exchange item has been packed and shipped to you.
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