RETURNS

FAQ > OPERATIONS

The parcel I shipped out was returned back to me by courier in original packaging.

 

If the parcel is returned back to you in original packing, it's a failed delivery parcel. Zalora will update the status accordingly.

 

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

 

Items should be wrapped properly to avoid defect upon delivery. Seller may need to use a hard box or bubble wrap as ZALORA or courier partner won't bear any cost of defective should the parcel not be wrapped as mentioned.

 

Sellers should expect some defect on the packaging if the parcel is shipped out using softboxes as it will go through a long journey of delivery.

 

I received the returned item directly from the customer.    

 

Kindly inform our Seller Help Desk.

 

I received an email notification on the return order. How can I check the reason for returning?    

 

You can check the reason via the seller center. Just click on order > order number > and look at the reasons for cancellation.

 

What is Zalora non-returnable item policy?    

 

Please refer to our non-returnable item policy here.

 

How do I get back the return item from ZALORA?    

 

Seller will receive the return parcel after the warehouse team has processed it. This will take up to 25 days of the next month of returns. E.g. if the parcel has been returned in December. it'll be returned to you within 25 days of January.

 

If you have not received your item within 25 days, Please submit your enquiry via Seller Helpdesk at ""Operations: Order Processing - Return

 

I have not yet received my last month's returned item even though I waited for more than 25 days.    

 

Please submit your enquiry via Seller Helpdesk at "Operations: Order Processing - Return

 

What happens when the parcel is rejected at the customer's doorstep?    

 

The customer has the right to reject at any point of time prior to delivery. If parcel is rejected at the point of delivery, the order will be considered as a failed delivery order. The item will be returned back to the seller. ZALORA will then update the status accordingly.

 

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.

 

Can I collect my returns directly from ZALORA warehouse?    

 

No. Seller will receive the return parcel after the warehouse team has processed it. This will take up to 25 days of the next month of returns. E.g. if the parcel has been returned in December. it'll be returned to you within 25 days of January.

 

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

 

Please reach out to Seller Helpdesk.

 

Do I get penalized for returned items?    

 

Unless you have packed a wrong item sent, different image or defective/missing item, you will not get penalized for customer-facing reasons.

 

I received a return item that is damaged, what do I do?    

 

Please contact Seller Helpdesk.

 

What are the non-returnable items?    

 

Beauty products, lingerie, underwear, earrings and swimwear are non-returnable. Please visit this link for a complete list of non returnable items.