Return Policy for Luxury

For an easy and convenient return, please ensure that you have followed the following checklist and return term & conditions stated here. Otherwise, your return and refund will be rejected.

• Returns must be made within 30 days from delivery (7 days for pre-loved items)

• Invoice available (only for Seller items)

• Original condition and tags intact

• Item specific original clear plastic bag packaging

ZALORA also encourages customers to feedback to our Customer Service agents when facing product quality issues.

HERE IS A QUICK RETURNS POLICY CHECKLIST FOR YOUR REFERENCE:

• Does the item fall within 30 days of its return drop off (7 days for pre-loved items and fine jewelry), from the day you received it?

• Is the item in the same condition, unwashed, and unworn, as when it first arrived?

• Are the tags intact and attached to the item?

• Is the item still in its original packaging?

• Have you completed the online return form?

• The customer has the responsibility to take care of the item and item packaging e.g. shoe boxes, jewelry boxes, ZALORA luxury boxes, and item transparent original packaging. All items must be returned in their original packaging and must be protected using a sealed shipping mailer bag to avoid damaged/missing cases. A refund will not be processed if the original packaging is damaged.

• If the return is rejected, an email will be sent to you regarding the ship back arrangement. The ship back cost will be charged to you by the courier. ZALORA reserves the right to dispose of the item after 30 days without ship back if there is no response from you after two emails.

THE ITEM REMAINS IN YOUR CARE BEFORE IT GETS BACK TO US. PLEASE ENSURE THAT UTMOST CARE IS TAKEN WHEN PREPARING THE ITEM TO BE RETURNED TO US. ONCE YOU HAVE CHECKED THAT EVERYTHING IS IN PLACE, YOU ARE READY TO MAKE THE RETURN OF YOUR SHOPPING BACK TO US!

EXCHANGE ELIGIBILITY

Exchanges are only available for sizes and/or colours of the same style. Exchanging for a different product is strictly not allowed. We recommend returning your original item for a refund and placing a new order for a different product. If the desired size and/or colour is out of stock, we will proceed to refund the returned item. Eligible items for exchange will appear when you submit the online return form. Items in the non-exchangeable and non-refundable items and brands list are not available for exchange unless stated otherwise.

REFUND POLICY

Refunds are typically issued via your preferred refund method indicated while filling up the online exchange and return request. By default, the mode of refund is your original payment method, except cash on delivery which will be refunded via store credit (any incorrect and/or incomplete entries will be refunded entirely to store credit). You can also choose to be refunded via store credit.

FOR EXCHANGE ORDERS, CANCELLATIONS OR RETURNS REFUNDS WILL BE VIA STORE CREDIT.

WANT TO KNOW HOW LONG THE RETURN PROCESS WILL TAKE? WE'VE OUTLINED THE TIME FRAME FOR YOU HERE.

PLEASE NOTE:

• ZALORA RESERVES THE RIGHT TO WITHHOLD ANY REFUNDS IF YOUR ORIGINAL ITEM HAS NOT REACHED OUR WAREHOUSE.

• ENSURE THAT THE REFUND DETAILS GIVEN ARE CORRECT AND COMPLETE. ANY INCORRECT AND/OR INCOMPLETE ENTRIES WILL BE REFUNDED ENTIRELY TO WALLET CREDIT.

• EXCHANGES ARE NOT ALLOWED IF THE PRICE DIFFERENCE IS MORE THAN 20%.

• IF YOUR EXCHANGE ITEM IS UNAVAILABLE, WE WILL PROCEED TO REFUND YOU FULLY IN STORE CREDIT.

• THE REFUNDED STORE CREDIT USED IN A NEW ORDER CAN ONLY BE REFUNDED AS STORE CREDIT.

• YOU WILL RECEIVE AN EMAIL NOTIFICATION WHEN YOUR REFUND IS PROCESSED.