How to Use the Online Exchange & Refund/Return Feature

Exchanges and Returns are simpler now that they can be done online through your Mobile or Desktop.

What's even cooler about Online Returns? You can reserve your exchange item* before it goes out of stock! Check out our online returns module on your desktop here to request for an exchange or return.

*Remember that we will reserve your exchange item for only 10 days.

1. Mobile App
    
   1. 1. 1A. On iOS: Tap  "Account" and select "Return or Exchange an Item"

         

      2. 2A. Select the order for return and click on "Return"
      3. 
   2.  
      1. 1B. On Android: Tap  and select Order Tracking

         

         2B. Select the order for return and click on "Return item(s)"
      2. 
      4. 3. Choose the item(s) you want to exchange or return for refund

         

         4A. For exchanges: Choose your new preferred size & color (if available).*

         * We can reserve your exchange item for up to 10 days.

         

         4B. For returns or refunds: Kindly provide us with the reason for returning.

         

      5. Schedule a pickup or drop off your return item(s)
         1. Drop-off

            

            

         2. Pickup
              

         Take note of the instructions that appear. You can also read the instructions here.

      6. For refund requests, select your refund method

         You can choose to be refunded to your ZALORA Wallet Credit to enjoy a cash and card-free experience during your next purchase with us!

                    

      7. Review then submit your request

         Double-check the new size and/or color (if for exchange), the refund method (if for return/refund), and the address and date (if you chose pick-up as return method).

         If everything looks good, go ahead and click "Submit Returns".

         

      8. Continue the returns process detailed here.

2. Desktop
    
   1. 1. Select the order on the "Exchange & Return" page

         Hover over the  icon and click on "Exchange & Returns", or click here to go straight to the page.

      2. Choose the item/s you want to exchange or return for refund.

         Note: If it's beyond 30 days since delivery of the item(s), you'll see a comment on the rightmost column that the return & exchange period has expired.

         

      3. Choose the item(s) you want to exchange or return for refund

         For exchanges: Choose your new preferred size & color (if available).*

         * We can reserve your exchange item for up to 10 days.

         

         For returns or refunds: Kindly provide us with the reason for returning.

      4. Schedule a pickup or drop off your return item(s)

         Take note of the instructions that appear. You can also read the instructions here.

      5. For returns, choose your refund method.

         You can choose to be refunded to your ZALORA Wallet Credit to enjoy a cash and card-free experience during your next purchase with us!

         

      6. Review your request then submit

         Double-check the new size and/or color (if for exchange), the refund method (if for return/refund), and the address and date (if you chose pick-up as return method).

         If everything looks good, go ahead and click "Submit Returns".

          

         

      7. Continue the returns process detailed here.

Make sure that your item(s) for return is in original condition with tags intact and does not fall under the Non-Exchangeable & Non-Refundable Items & Brands .