ZALORA aims to process your return in the fastest time possible! We will be sending you email notifications for each step in the process. Do keep a look out for it!
After returning your return item by drop off or pick up,
- Hong Kong: Returns via drop off usually take 5-7 working days before your return parcel arrives at our Warehouse.
- Macau: Returns via SF drop off usually take 3-5 working days before your return parcel arrives at our Warehouse.
We advise tracking your returns with the respective providers.
Upon arrival of your return item at our warehouse, our Quality Check team will take 1-2 working days to process your return. You will receive an email notification - "Your return has been received" once your return is processed.
Your new exchange item will be delivered in 3-5 working days once we receive your return parcel back at our warehouse. We will be sending you email notifications for each step in the process. Do keep a lookout for it!
Cross-dock items which we need to source from our suppliers, the delivery lead time ranges from 7-14 working days.
For specific delivery lead time for each product, please refer to the tab “Delivery Info” on the product pages for more information.
If unfortunately, your reserved item is not available, we will refund item with the original payment method used to make the original purchase except Cash On Delivery(COD) is refunded by Store Credit as default.
Should you still want to cancel/ return your exchange item, please note that refund will only be issued via Store Credit.
Using the table below, see when you would receive your refund after your return item has been processed by our warehouse.
Refunds are issued through the same transaction method used to make the original purchase except for Cash On Delivery(COD) is refunded by Store Credit as default. Any incomplete Bank Transfer Refund request for COD orders will be rejected and refund as Store Credit.
All items will be inspected on return. We do our best to accommodate return requests, however, in the rare event that an item is returned in an unsuitable condition, incomplete or after the 30 day period, we will not be able to offer a refund.
Please ensure that all your refund options and details for bank transfer are indicated clearly and correctly on the online return form. For incorrect and/or incomplete entries, refund will be processed via Store Credit.
Please note that store credit refund, when it is used to pay for a new order, we can only process the refund as store credit.