How To Return Your Items (Exchange Or Refund)

You can now select all eligible items across multiple orders and return them in one parcel!

How Do I Consolidate My Returns?

1. Submit one return request for all eligible items you want to return - items may be from different orders if paid with the same payment method.

2. Pack each item in its original packaging with tags attached. Combine all packed items securely in one parcel.

3. Send the parcel back to us using your chosen return method. Each parcel should have only one unique tracking number.

Return Policy

• Return/Exchange Window: Refer to the item's product page:

  • All modest wear category items: within 7 days

  • Pre-loved & fine jewelry category items: within 7 days

  • All other category items: within 30 days

• Invoices: For only “Sold by Seller” items. Include the order invoice that arrived with your parcel. If the invoice was not provided, write your order number on a piece of paper and place it inside the parcel.

• Luxury Items: An unboxing video is required for defective/wrong/incomplete items. Submit your video to customer@hk.zalora.com.

• Return Exceptions: Click here to view non-refundable/non-exchangeable brands and items.

Step 1: Submit A Return Request (Exchange Or Refund)

Start your return process by going to Account > My Orders and clicking on “Exchange/Return Item”. You will see the list of returnable items from your current and previous orders.

Submit a single return request for all eligible items, from any order, that you wish to return.

Don’t see your item? Create separate return requests for items not listed. Group returns may not be available for all items, as some sellers are not eligible for returns consolidation. You will need to pack and return those items separately - click here for more information.

Note for exchanges:

• Upon request submission, the exchange item is reserved for 15 days. A refund will be issued if the exchange is not completed within 15 days.

Step 2: Pack Your Return Items Into One Parcel

Items must be unused and in their original condition with tags attached. Electronic devices and beauty products must be unopened. Return items in their original packaging (e.g., clear plastic bag, product box). You may reuse the ZALORA mailer bag to pack your return items!

Step 3: Return Your Parcel

After submitting your return request, you will receive a return tracking number and/or QR code. You can find this information in the return requested e-mail we will send you or by clicking "Track Returns" on desktop/app.

Paperless Return Drop-Off (Free)

• SF Express: Head over to an applicable drop-off point and show the QR code to the courier agent - they will print out a return label for you.

• SF Express Lockers: At the locker, enter your unique 8-digit locker code (found on your return label) and select your locker size for your return parcel size.

Drop-off details

• Courier: SF Express in Hong Kong (including lockers)

  • Return Leadtime (To Reach ZALORA Warehouse): 3-5 working days

  • Return Drop-Off Points: Click here for drop-off points*

  • Return Drop-Off Points (Lockers): Click here for locker points

• Courier: SF Express in Macau

  • Return Leadtime (To Reach ZALORA Warehouse): 4 - 6 working days

  • Return Drop-Off Points: Click here*

* Only SF Business Stations and SF Stores will be able to accept your return.

Return Pick-Up (Fees Apply)

You’ll receive a call/SMS when the rider is on the way. Please be ready to hand over your parcel directly - for security reasons, do not leave it unattended. The rider will only collect one parcel per return request submission.

Return pick-up details

• Courier: SF Express

• Return Leadtime (To Reach ZALORA Warehouse):

  • 3-5 working days in Hong Kong

  • 4-6 working days in Macau

Tracking, Returns Fees & Refund Options

You’ll be able to track your return, refund, and exchange statuses all on ZALORA! Go to Account > My Orders and filter the order status to “Returns/Exchanges”. Then click “Track Return”. You can also track your returns by downloading the SF Express app and creating an account or signing-in with the same mobile phone number you used as your contact number for the delivery of your ZALORA order.