Frequently Asked Questions
1. GENERAL ENQUIRIES
How do I place an order?
Orders are placed via our website or you can also call our customer service to place a phone order. For phone orders, you can reach our friendly Customer Service team at +65 6742 4500.
How do I create an account?
Follow these 3 simple steps to create an account:
- Click on Login
- Select Register
- Fill in particulars and click Submit
How do I know if something’s going to be on sale?
The best way to be notified is via our newsletter, SMS updates and our Facebook page, be sure to “Like” us!
How do I change my address or cancel my order?
If you’ve just finished placing your order, please call us and we’ll try to modify your order. If more than two hour has passed, chances are good that our magical warehouse elves have already packed and shipped your order! In either case, please call us for further assistance as soon as possible.
What are your shipping and return policies?
If you are not 100% satisfied with your purchase, you can return your order to the warehouse for a full refund. (Returns must be done within 30 days of receipt, un-used with tags still on, in the original packaging and must not fall under the list of non-refundable brands / items here.
If your order was below $30, you will be refunded your total order value minus the shipping fee of $3.90.
I have received an incorrect/missing/defective item in my order, what should I do now?
We are very sorry that this happened, please send us an email here with the following information and we’ll rectify it!
- Order ID
- What's wrong? (i.e., incorrect order/missing item/defective product)
- SKU(s) of the Product(s)
2. SIZE GUIDE
How do I know what size to buy?
To assist you in choosing the right size, we provide full metric measurements in the Product Description section of all product pages. Some brands and products may fit differently from others. For certain Unisex shoe brands like Converse, that tend to fit differently from what you might usually expect, we'll also inform you about it in our Size Guide.
For general size guides, please refer below:
3. SHIPPING & DELIVERY
At ZALORA, we aim to keep shipping as cheap and fuss-free as possible. And more importantly, we understand that getting your items quickly is important to you, so we make every effort to process and deliver your orders as soon as we can.
Do you offer free shipping?
Yes we do! All orders above $30 of products, including taxes, automatically enjoy free delivery, while orders below $30 will be charged a flat delivery fee of $3.90.
Terms & Conditions
- Free shipping applies to qualifying orders with at least $30 of products including taxes. For orders with less than $30 of products including taxes, a flat $3.90 shipping fee will be applied to the order.
- Free shipping may be enjoyed in conjunction with a voucher code, automatic discount or credit voucher.
- For voucher codes and automatic discounts, the qualifying amount is the total amount of the products purchased after the voucher code or discount is applied.
- For credit vouchers, the qualifying amount is the total amount of products purchased before the credit voucher is applied.
- Vouchers and automatic discounts do not apply to shipping fees, unless otherwise stated.
- Shipping fees will not be refunded for returns and cancellations.
- We reserve the right to change or discontinue free shipping at any time.
Do you offer self-collection services?
Yes! We understand most of you are always on-the-go and may not be at home most of the time. So to make shopping even more convenient for you, we now have self-collection services available 24/7 at your favourite 7-Eleven outlets.
- Customers have 48 hours from the time they receive their confirmation SMS to pick up their parcel from their 7-Eleven store of choice.
- Uncollected items will be sent back to ZALORA’s warehouse.
- 7-Eleven stores are open 24 hours except those at Bedok MRT, Newton MRT, One Raffles Quay and Vivo City. Their opening hours are from 7am-11pm.
- 7-Eleven staff will only handover the package after payment has been made.
- 7-Eleven is responsible for collection and payment only. Please direct all returns/queries to ZALORA's hotline at +65 6742 4500 or customer@zalora.sg.
For more information regarding this service, click here.
Do you ship internationally?
No, we do not ship to international locations.
How long will it be before I receive my order?
Typically as long as we have the item in our warehouse, you can expect to receive your order within 1-3 working days. For items that we have to source externally please allow 7-9 working days for shipping.
Will I have to sign for my package?
Typically, we do not require a signature when we ship your package. However, there are instances when the delivery driver may decide to choose this option, which is at their discretion.
What if I am not home when my package arrives?
You will receive either a notice slip indicating that you can collect it at the nearest post office or a call/email for re-delivery arrangements. The best way to ensure a successful delivery is to provide us with the address that you will be at during our delivery time.
What is the delivery time?
We use local couriers to facilitate the delivery of our orders, therefore it would usually take place between 9am-6pm from Mondays to Fridays.
How do I change my address or cancel my order?
If you’ve just finished placing your order, please call us and we’ll try to modify your order. If more than two hours have passed, chances are good that our magical warehouse elves have already packed and shipped your order! In either case, please call us for further assistance as soon as possible.
My items have yet to arrive. What should I do?
Normally, you should receive your item within 1-3 or 7-9 working days depending if we have the item at our warehouse. In the event like this, send us an email here with the shipping address and Order ID so that we can check your delivery status with our courier.
Do you ship to PO Boxes or Military addresses?
Yes. However, if it is a Military address, we can only deliver to the guard post as our courier would not be able to enter the premises.
4. RETURNS
If you are not 100% satisfied with your purchase, you can return your order to the warehouse for a full refund (Returns must be done within 30 days of receipt, un-used with tags still on, in the original packaging and must not fall under the list of non-refundable brands/items here). If your order was below $30, you will be refunded your total order value minus the shipping fee of $3.90.
We believe that in order to have the best possible online shopping experience, our customers should not have to pay for return shipping. So if for whatever reason you want to return your purchase, call our Customer Service at +65 6742 4500 for the return shipping label - your local shipping costs will be prepaid.
All items will be inspected on return, so make sure it’s packed up properly and can’t get damaged on the way! We try hard to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
How long does it take for me to receive a refund?
Once your return is received and accepted, (usually within 3 - 5 working days of receipt), a refund would be issued within 3-5 working days.
How will I be refunded?
If your order was placed using a Credit Card or PayPal, we will issue the refund through the same payment method that was used.
For orders placed with Cash on Delivery, please provide your name, bank name and account details so we that can issue the refund you through either bank transfer or cheque.
I did my purchase using NS45 vouchers. How will I be refunded in this case?
You will be refunded entirely through store credit."
Do your pre-paid labels cover international returns?
Regrettably, our pre-paid labels do not cover the price for international returns.
I need to return an item, but I don't have the original ZALORA packaging. What now?
Don’t fret if you don’t have our original packaging (a.k.a, ZALORA Box/Bag with the ZALORA logo), you can still return the item but please wrap it, so that the original brand box is not damaged.
RETURN INSTRUCTIONS
Checklist
- Do I have the order number?
- Is item within 30days of receipt?
- Are the tags still intact on the items?
- Do I still have the original packaging?
- Are the items in the same condition as when it was received?
- Do I have the SKU Number ready?
- If your initial mode of payment was via Cash on Delivery, do you have a POSB/DBS bank account, please have your bank details ready?
Process
- The return process is slightly different for orders delivered via SingPost and orders delivered via other delivery service providers.
- If you had your order delivered via SingPost, but have lost your return slip, do not worry! You can still follow the process as for orders delivered via other delivery service providers.
- For orders delivered via SingPost, you will find the return shipping label and the return slip inside your package. Simply fill in the return slip with the quantity of items to be returned and the reason for returning them, place it back inside the package to be returned, paste the shipping label on the exterior of the package, and drop it off at SingPost!
- For all other others, please contact our Customer Service hotline at +65 6742 4500. Our Customer Service Agents will provide you with the return shipping label, which you can print out and paste on the exterior on your package before dropping it off at the nearest post office!
5. VOUCHERS, COUPONS & DISCOUNTS
What is store credit and how do I get it?
Store Credit is credit issued for returns and/or cancellations accepted. Store credits are provided in a form of a code that may be used to purchase future orders on the website.
How do I use my discount/promo/voucher code?
Using your code is as easy as 1-2-3!
- Click Order Now
- Enter the coupon code at the text field below the total amount at the right hand side.
- Click on Use Coupon
I am unable to use vouchers and discounts on certain brands and products. What's wrong?
We have some brands that are non-sale items as we have to adhere to our supplier’s recommended price. The list of brands can be found here.
I want to make my purchase using NS45 vouchers. How does this work?
Should you decide to pay using NS45 vouchers, please select "NS45 VOUCHERS" as your payment method on the checkout page. Your NS45 vouchers will then have to be handed over to the courier upon delivery. Any difference in value between your vouchers and the full amount can be paid in cash.
A photo ID must be presented matching the name on the vouchers used.
In the case where you choose to make a refund on orders made through NS45 vouchers, you will be refunded entirely via store credit.
Vouchers are valid till 31st March 2014.
6. PAYMENT & PRICING INFORMATION
What currency are the prices displayed in?
All prices are stated in Singapore Dollars (SGD) and are all inclusive of prevailing GST charge.
Do you accept international credit cards?
Yes we do!
What forms of payment do you accept?
We offer a number of payment methods:
- Credit Cards: Visa (including Visa Electron), MasterCard, Maestro and American Express
- PayPal
- Cash on Delivery
Why am I charged 0.8% more when I use credit cards?
This only occurs with certain credit cards. It is a cross-border fee charged by the card issuing bank as our main bank is not in Singapore.
Is it safe to use my credit card on your site?
Every credit card transaction occurs within a secure environment. Our payment system has a 128-bit SSL security encryption certification awarded by VeriSign. You can see the transaction is secure if you see a keylock at the bottom right of your web browser. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that with each purchase your credit card or bank account information will be secured.
My computer froze while processing payment. How will I know that my payment went through successfully?
All successful transactions are followed up by a confirmation email that contains an order number within an hour of purchase. If you have not received confirmation via email, please try placing your order again.
Is it safe to use my debit card online?
Yes! And please note that: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.
What is PayPal?
PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.
How do I sign up for PayPal?
You can sign up for a PayPal account here.
How do I use a Paypal payment option?
Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the website.
How is billing done for PayPal?
Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. For more information, please refer here.
What do I do if I have questions about my PayPal account?
You may contact PayPal customer service here for support.
When are funds transferred out of my PayPal account for my order?
PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, customers can contact PayPal customer service.
CONTINUE SHOPPING