How long do I have to process orders?

You have 2 working days or 48 working hours to process the order starting with printing invoice to setting it to ready to ship. If you are unable to fulfill it on time, kindly inform Seller Help Desk immediately.

What to do if I am not sure of how to complete the steps?

While processing order, you have to ensure that the steps taken are in sequence. You can refer to the step by step instructions as one of the content found in the Seller Academy.

I have keyed in the wrong tracking number, what should I do?

Kindly contact Seller Help Desk immediately so that they can help update the right tracking number into the system.

What if the customer address is incorrect/incomplete or is a POP station address?

Orders with incorrect/incomplete address as well as with a POP station location will have to be amended. Action required by you is to contact Seller Help Desk and they will get the proper address from the customer. You do not have to continue processing the order before getting the right address.

Can I process orders that are to be delivered to shopping centres or hotel?

Yes you may proceed with the order as long as the address is complete, with a contact number. For shopping centre addresses, the unit number has to be included, and for hotel addresses, the room number has to be included.

How can I check whether an order is a cash-on-delivery order or prepaid order?

The information can be found on Seller Center when you view full customer details on Order Overview page. Alternatively you can check it in the invoice that is to be printed out for each order.

Are there any restrictions to delivery address? Can it be a foreign address?

There are areas that have restrictions and limitations placed by certain institutions and there will be no deliveries made to the following areas:

- Jurong Island
- Tuas Link
- Changi Cargo
- Country Clubs
- Army Camps
- Seletar Aerospace
- Off-shore Islands such as Pulau Ubin
- Turf Club Avenue
- Sentosa
- Singapore Prison Quarters
- Airbase sites
- SATS Inflight Catering Centre 1
- ST Kinetics
- Shipyards
- Hospitals
- Powergrid
- Airport Boulevard, and all airport areas including areas within Changi Airport and Seletar Airport

Foreign addresses are also not allowed and you must contact Seller Help Desk for further course of action.

Why is a customer paying lower than the listed price onsite? What are wallet credits?

Wallet credits are given to customers to get a discount for their purchase and Zalora absorbs the cost. It will not affect your sales payout as you will still receive the full amount as per your listing.

Will ZALORA provide me with packaging materials?

ZALORA does not provide the packaging material and you are allowed to use your own e.g. polymailer bags, boxes. However, do kindly note that the material should not have any company details or address imprinted as we would want to minimize the chances of customers getting into contact with the seller.

I have forgotten to print my invoice and include the return label but I have shipped out the item, what do I do?

Kindly note that the two documents are crucial and to be included in every order packaging. Please inform our Seller Help Desk whenever you face with these kind of issues.