RETURNS

FAQ > OPERATIONS

The box of the item that I received for failed delivery is damaged.

If the packaging is damaged, our operations team would need you to provide us with a photo evidence before they are able to investigate further into the matter. If valid, they will process a reimbursement to be made to you.

What is ZALORA's non-returnable item policy?

Non-returnable items are items which do not fall under the category of items that can be returned. This includes the following categories of products:

Beauty Products
Earrings
Lingerie
Swimsuits/Bikinis

If my items are non-returnable, do I still need to put in return slips?

You would not need to include the return label if the item is under the non-returnable category.

I received returned item directly from customer.

Kindly inform our Seller Help Desk immediately in such instances and the next course of action is to sent back the item to our office for us to verify.

Can I collect my returns directly from ZALORA warehouse?

It is possible to do self-collection from our warehouse directly but only with an appointment. Kindly contact Seller Help Desk to make the appointment.

Why are the return orders sent back to me late?

Return orders are sent back to you based on a once-a-month schedule fixed by our warehouse team. We seek your kind patience and alternatively you may choose to do a self pick-up.

I received a notification that a return order came in but it has been more than 30 days since order date?

Kindly note that whenever such cases happen, do alert us immediately so that we can check the exact status of the order. If we find that there are sufficient evidence that it was in fact returned after 30 days, we will proceed and do a reimbursement.