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How to Return - Exchange or Refund

ZALORA offers free and easy exchanges and refunds/returns – no questions asked! Ensure that your item fulfills the conditions below and is not in the Non-Exchangeable & Non-Refundable Items & Brands.

 

We heard you! Exchange and Return are simpler now that it can be done ONLINE!

You can check item availability and reserve your exchange item ONLINE before it runs out of stock! Check out our latest feature below to request for an exchange or return!

  • Please note that exchange is not available for Sold by Seller items. Tax invoices are needed when returning your Sold by Seller item(s) only.
  • Please return your item(s) within 3 days of submitting your online exchange request. Beyond that, we have to cancel your order so others may have the chance to buy the item(s).

Learn how to return - exchange/refund in ZALORA in 30 seconds

 

There are just 3 simple steps to exchange and/or refund/return ONLINE!

How_to_Exchange_or_Return_HKEN.jpg

If you placed your order using Guest Checkout and don’t have a ZALORA account, please create a ZALORA account to initiate an exchange or return.

 

HOW TO EXCHANGE OR RETURN ON MOBILE APP

  1. Step 1: Fill in an online request
     

    1. Step 1a: Ensure you're logged in to your ZALORA account and go to Account > "Return / Exchange an item"

      • For Android, please click "My Orders", select corresponding order and click "Return item(s)"

    2.  

    3. Step 1b: Select the order for return, and select the item you wish to exchange or return for refund

      2.png

    4. Step 1c: Indicate your exchange* or refund request

      *Please note that exchange is not available for Sold by Seller items

      (a) If you're going for an exchange, click on 'Exchange':
      (i) Choose your new preferred color (if available).
      (ii) Choose your new preferred size.

      3.png

      (b) If you're going for a return to refund, click on 'Return' and select your reason for returning - we would like to know how we can improve!

      You can opt to be refunded via:

      (i) MY WALLET CREDIT to enjoy a cash and card-free experience during your next purchase with us!
      OR (ii) Your original payment method

    5. Step 1d: Kindly review your request and verify that the details provided are correct.

      Check the grey box once you have read & agreed to our ZALORA Returns Policy and click "Submit Returns". You will receive an email notification from us once your request has been received.

      5.png

  2. Step 2: Pack your items
     

    1. Pack your items and invoice (Sold by Seller ONLY)* into our reusable ZALORA bag and drop-off your parcel to 7-Eleven or SF.

      *Tax invoices are needed when returning your Sold by Seller item(s) only. If you have misplaced yours, please contact our friendly Customer Service or insert a slip in your return package indicating your 9-digit order number to speed up our return processing.

  3. Step 3: Drop off your package / Track your return
     

    1. Go to selected 7-11 Convenience Store or SF Express Store to enjoy free return shipping!

      P.S: For easy self-tracking and for us to assist you better, please keep a record of the receipt from courier or 7-Eleven. Otherwise, it would take some time to trace for your return parcel.

      i) For 7-11 Drop Off

      • Returns via 7-11 drop off usually take 5-7 working days before your return parcel arrives at our Warehouse.
      • Please click here to find the 7-11 convenience stores with ZALORA return service across Hong Kong.
      • Please note 7-11 return parcel limitation is 54cm x 56cm x 50cm, <15kg.

      ii) SF Express Service Drop off

      • SF Express has recently rolled out QR Waybill, just let the staff know it is a ZALORA Return and provide your name, phone number and ZALORA order number then they will fill in the Waybill for you.
      • Returns via SF drop off usually take 3-5 working days before your return parcel arrives at our Warehouse.
      • Please visit S.F. Express website to check all S.F. Express Service Centres or Stores across Hong Kong.

      Note: Returns made with any other delivery provider (including normal post) will not be paid by ZALORA.

       

  4. Step 4: Look out for email notification
     

    1. Lastly, look out for an email notification once we have received your return item(s) at the Warehouse!

HOW TO EXCHANGE OR RETURN ON DESKTOP

  1. Step 1: Fill in an online request
     

    1. Step 1a: Ensure you're logged in to your ZALORA account and go to "Exchange & Return"

      mceclip0.png

    2. Step 1b: Select the order for return, and select the item you wish to exchange or return for refund

      mceclip1.png

    3. Step 1c: Indicate your exchange* or refund request

      *Please note that exchange is not available for Sold by Seller items

      (a) If you're going for an exchange, click on 'Exchange':
      (i) Choose your new preferred color (if available).
      (ii) Choose your new preferred size.

      mceclip2.png

      (b) If you're going for a return to refund, click on 'Return' and select your reason for returning - we would like to know how we can improve!

      You can opt to be refunded via:

      (i) MY WALLET CREDIT to enjoy a cash and card-free experience during your next purchase with us!
      OR (ii) Your original payment method

    4. Step 1d: Kindly review your request and verify that the details provided are correct.

      Check the grey box once you have read & agreed to our ZALORA Returns Policy and click "Submit Returns". You will receive an email notification from us once your request has been received.

      mceclip0.png

  2. Step 2: Pack your items
     

    1. Pack your items and invoice (Sold by Seller ONLY)* into our reusable ZALORA bag and drop-off your parcel to 7-Eleven or SF.

      *Tax invoices are needed when returning your Sold by Seller item(s) only. If you have misplaced yours, please contact our friendly Customer Service or insert a slip in your return package indicating your 9-digit order number to speed up our return processing.

  3. Step 3: Drop off your package / Track your return
     

    1. Go to selected 7-11 Convenience Store or SF Express Store to enjoy free return shipping!

      P.S: For easy self-tracking and for us to assist you better, please keep a record of the receipt from courier or 7-Eleven. Otherwise, it would take some time to trace for your return parcel.

      i) For 7-11 Drop Off

      • Returns via 7-11 drop off usually take 5-7 working days before your return parcel arrives at our Warehouse.
      • Please click here to find the 7-11 convenience stores with ZALORA return service across Hong Kong.
      • Please note 7-11 return parcel limitation is 54cm x 56cm x 50cm, <15kg.

      ii) SF Express Service Drop off

      • SF Express has recently rolled out QR Waybill, just let the staff know it is a ZALORA Return and provide your name, phone number and ZALORA order number then they will fill in the Waybill for you.
      • Returns via SF drop off usually take 3-5 working days before your return parcel arrives at our Warehouse.
      • Please visit S.F. Express website to check all S.F. Express Service Centres or Stores across Hong Kong.

      Note: Returns made with any other delivery provider (including normal post) will not be paid by ZALORA.

  4. Step 4: Look out for email notification
     

    1. Lastly, look out for an email notification once we have received your return item(s) at the Warehouse!

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