Return Processing Fee For Medium To High Returners

We're committed to offering a great return policy, but also to keeping our practices sustainable for all our customers and the environment. To encourage thoughtful shopping and reduce our environmental impact (fewer returns means less shipping!), we're introducing a return processing fee for accounts with frequent returns. This helps ensure a fair system for everyone and allows us to keep offering convenient return options.

Who qualifies as a medium returner or a high returner?

A customer may be classified as a medium or high returner if they have a higher-than-average return rate that exceeds the general return rate of ZALORA users. This happens as a result of frequently returning a significant portion of purchased items over a period of time.

How can I determine if I have a medium or high return rate?

Customers will notice a warning in their "My Orders" section on the ZALORA app/website and also when they submit a refund request.

What are the implications if I am identified as a medium or high returner? 

To maintain fairness for all our customers, repeated frequent returns might necessitate a review of your account privileges including imposing a return processing fee. This is in accordance with ZALORA’s Return Policy as outlined here.

Customers will first receive a notification in their "My Orders" section on the ZALORA app/website that a return processing fee might be applied to each returned item. Should their return rate remain the same or increase, the return processing fee will then automatically apply to future returns. If their return rate decreases, to green or orange levels on the scale, the return processing fee will then be avoided.

Why is a fee imposed for customers flagged as a medium or high returner?

ZALORA is dedicated to ensuring a fair and enjoyable shopping experience for all our customers. It's important to consider that unusually high return rates can have unintended consequences, such as affecting product availability. Frequent returns can make it trickier to keep all the favorite products in stock for everyone.

Additionally, each return means more transportation, packaging, and processing, which not only increases our carbon footprint but also contributes to resource depletion and environmental harm. We believe that by being thoughtful of our return habits, we can all play a part in reducing waste and promoting sustainability while still enjoying great shopping experiences.

How will I be charged if I am flagged as a medium or high returner? 

Return fees will be applied to items during your return for a refund request. The fee will be automatically deducted from your total refund amount. The exact fee will be displayed in the app during the return process.