General

My Account	Shipping & Delivery	Returns	Vouchers	Payments
Creating an account	Delivery time	Return policies	Redeem	Payment methods
Making an order	Order status	Return shipping	Conditions	COD
Product search tips	Tracking number	Return slip

Top 5 Frequently Asked Questions:

1. My items haven't arrived yet. What can I do?

2. How do I make my payment? What are my options?

3. How do I check the status of my orders?

4. What is Zalora’s return policy?

5. How do I make returns?

6. How do I better search for the items I want?

My Account

How do I create an account with ZALORA?

Here’s how to get started with us:

1. First, click on the login button on the top right hand corner. You can also register an account with us when you checkout.

2.Secondly, click on the ‘Register’ button to Sign Up.

3.Fill in all of the details and click ‘Submit’ once you’re done. All details are private and confidential.

4.After clicking ‘Submit’, your registration will be complete. You will also receive an email confirmation along with a cash voucher to get you started.

And you are done. Welcome to the ZALORA family!

How do I edit the information on my account?

To do so, click on the ‘My Account’ tab at the top right hand side of the page. Scroll down to find your account information as well as ‘Edit’ next to ‘Contact Information’. Click on ‘Edit’, then change your details as needed, and finally, click the ‘Save’ button to ensure your details have been saved.

What is “My Address” and how do I change or add addresses?

Under "My Address" you can store additional addresses for future orders. Please note that any changes or adjustments to the address must always be made in advance of a purchase order as we are unable to amend any changes of addresses after the order is made.
To change or add new addresses, click on the ‘edit address’ button and either add a new address or change your default billing/delivery address.

How do I view orders I’ve made?

Firstly, click on the “My orders” tab. This is where you are able to see the orders you have made with us along with the corresponding order number. Use information from this tab whenever you need to change or check the status of your orders with us.

What is in the “My wishlist” tab?

This is where you can view various items which appeal to you that you may mark for your next purchase. To mark a product and put it under your wishlist, a "Move to Wishlist" button is available on the side of your desired item.

You may access this wishlist every time you log into your account. As and when you wish to purchase these items, you can hop straight to the product through the wishlist and checkout with the item.

What are newsletters and why should I subscribe to it?

Newsletters are usually used to keep you up to date with exclusive deals, the latest trends, and product highlights.

Stay updated, and learn about new brands, models and product categories while getting more bang for your buck. You'll be the first to find out about discount promotions and special offers before anyone else does!

Making an Order

So, you would like to make your first order with ZALORA? Here’s how:

1.At the product page, select the appropriate shoe size, clothes etc. and then click the ‘Buy It Now” button.

2.After you have filled your cart and have checked the details, click on ‘Proceed to Checkout’.

3.You will be led to a ‘sign up’ page. If you have an account, sign in. If not, just set up a free new account with us

4.Next, fill in your preferred delivery address, your payment method. When you have confirmed your details, click on the ‘Checkout’ button.

5.After checking out, you will receive a confirmation email as well as the estimated delivery time in your email! It’s that simple.

I tried to check out and the item in my shopping cart disappeared – what happened?

We are sorry that you were not able to complete your order. The selection on our website is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee that you will be able to purchase that item until you have completed the checkout process. Another customer may purchase the item even if it is in your cart. If that happens, you will receive an error message.

What about items I have ordered which are out of stock?

We are sorry to inform you that this can sometimes happen due to high traffic volume of customers. In the event the ordered item is out of stock our Customer Service Representatives will call to inform you on the affected items and immediately issue you a Store Credit Code with the same monetary amount as the items purchased. You can then use the code to make new purchases.

Product Search Tips

How do I find a product?

There are a few options on how to find a product. Here’s how:

I still can’t find the product that I want - what do I do?

Simply enter relevant keywords into the search box on the top right bar and all the relevant results will be automatically displayed.

Shipping & Delivery

How long will delivery take?

Beneath each product, a general delivery period is stated for your reference:

ZALORA aims to deliver within the time agreed upon purchase. However due to reasons beyond our control, we are sometimes unable to guarantee that all orders will be delivered within the stipulated time frame. This could be due to delays in shipments from overseas as well as delayed delivery by third parties. .

Can my parcel be delivered to an office address?

Yes, of course! Your parcel can be delivered to an office address. Please enter the address along with your full name upon checkout.

What is the postage & handling charge on orders?

ZALORA is happy to offer delivery anywhere in Malaysia on all orders! Delivery will be FREE for all orders of RM75 and above. A handling fee of RM5 will be charged for orders amounting to less than RM75 delivered to West Malaysia, a handling fee of RM10 will be charged for orders amounting to less than RM75 delivered to East Malaysia (Sabah and Sarawak). A handling fee of RM30 will be charged for all orders below RM250 delivered to Brunei, orders above RM250 will benefit of our free shipping policy.

Fast Delivery Promise

• Only applies to items with 'ZALORA Promise 100%' stamp on product image
• Orders of products with 'ZALORA Promise 100%' stamp before 6PM will be guaranteed to receive their item within 48 hours for Peninsula Malaysia and 72 hours for East Malaysia.
• If the item isn’t received within the promised time we will refund your money back and best of all you still get to keep what you ordered.
• Zalora Promise is not available for orders delivered to Brunei.

Order Status

My items haven't arrived yet. What can I do?

Our aim is to have your items shipped to you as fast as possible. If your items have still not arrived, don’t worry. Please allow at least 1 - 14 business days for your order to arrive depending on the given estimated delivery time on your product. If you have purchased more than 1 item, you may receive your purchases at different times.

If you have any concerns, please do not hesitate to contact Customer Service at customer@zalora.com.my or call us at 03-2385 8200 from 9am to 9pm daily, 7 days a week.

Do you ship internationally?

We currently only ship within Malaysia and Brunei.

Who are our logistic partners?

Orders are shipped via GDex Courier , and Ta-q-bin for COD orders. Our partners are just as dedicated as we are in delivering your ZALORA products to you as soon as possible.

Tracking Number

Want to track your orders?

Once your orders have been picked up by our logistic partners, tracking codes would be available and you can then track the delivery status of your orders via the links below:

• Go to www.gdexpress.com , click on the tab “Tracking”, and then on to “e-tracking”
• Go to http://my.ta-q-bin.com and then key in your tracking number in the “track now” pop-up

How else do I check up on the status of my order?

We are contactable using the following avenues:

• Call us at 03-2385 8200 from 9am till 9pm, 7 days a week
• Live chat with us!
• Or email us at customer@zalora.com.my

Returns

Is there a 30 day return policy?

All items can be returned if they have not been worn, altered or washed. All items must be returned in their original condition with all tags attached. Shoes must be returned in their original packaging including undamaged boxes. We are unable to accept returns without boxes or with scratched and/or dirty soles. Please note that when trying on shoes, you should try them on a carpet or clean surface. Only returns via courier service is accepted, as we do not honor any walk-ins. Exceptions: PRE-ORDER Items, Underwear, bikinis, swimming trunks, earrings, skincare, cosmetics and fragrances can only be returned if they are damaged upon delivery.

What if the size does not fit me?

If you would like to try a different size, please use the issued Store Credit Voucher on our website to reorder the right size for you

So how do I return my goods?

If you wish to return an item, please fill in the Returns Slip you received with your shipment, and send the item back to us in its original packaging, and courier the item to us using POSLAJU. We will reimburse the courier charges to you together within the store credit. If you no longer have the Returns Slip, your can print out the return slip by visiting your Account's Order Page and printing the return slip on your specific order. Kindly fill in the Returns Slip, pack the item and send it back to:

Lot 11, Jalan Delima 1/1,
Subang Hi-Tech Industrial Park,
Batu Tiga,
40000 Shah Alam
Selangor

Once we receive the returned item, we will process your request within 5 business days and the refund would be issued. Email notification will be sent to you once the refund has been issued. Again, please note that the refund is only granted once returned items have been deemed to be unworn and in original condition.

Store Credit Refund

Store Credit is issued in the form of a voucher, whereby the value of the voucher is equal to the total amount paid of your returned item(s) with an extra 10% bonus (equivalent to 110% of the order value) plus the previously used Store Credit Voucher and the shipment fee you paid at Poslaju branch. Store Credit Vouchers cannot be exchanged for a money refund in the future. Use Store Credit Voucher on our website to make future purchases. Store credit will be linked to your account and cannot be used by anyone else.

Money Refund

Money refund will be transferred to the account that you made a payment with or indicated on this Return Slip. The refund amount is equal to the amount you paid for your returned item(s) excluding the shipping cost of your return and the Store Credit Voucher used in the purchase. For the used Store Credit and courier charges, we will issue a new Voucher via email.

What is a store credit and how do I use it?

Store credit is issued through an email that will be sent to you from our customer service department. The email will contain a code and a value amount. You can use this voucher by entering the code into the voucher box on the bottom right side of your SHOPPING CART page, before you click the “Proceed to Checkout” button. Essentially store credit codes and voucher codes are used in the same way.

Store credit is valid for 365 days. If you need assistance for combining or splitting your store credit voucher amount kindly contact customer service at customer@zalora.com.my or call 03-2385 8200 from 9am to 9pm, 7 days a week.

Vouchers

How do I use a ZALORA voucher?

In the shopping cart, just fill in the voucher code in the ‘coupon’ section. Note that only one voucher can be used at a time:

Know How To Use The Vouchers!	General Terms & Conditions
How will I know the expiry dates for the vouchers?	Physical Vouchers The expiry date is stated on the voucher itself e-Vouchers The expiry date is stated on the email that the voucher code was sent in
How many times can I use the same voucher?	Vouchers are generated for one time use only, unless stated otherwise on the voucher’s terms and conditions.
Can I use more than one voucher for the same order?	Unfortunately only one voucher can be used for each order
Is there a minimum amount I have to spend?	This information would be available on the voucher’s T&C at the back of the physical vouchers and in the email of the e-voucher
Store credit	Store credit works like a voucher and is valid for a period of 365 days from the time it was issued.

Payment Methods

What types of payment do you accept?

Credit card

We accept all types of credit cards, both international & local as long as it's a MasterCard OR Visa.

Do you accept debit cards?

Yes! We accept debit cards as long as it's a MasterCard OR Visa.

PayPal

PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant. For more information visit About Paypal

How do I sign up for PayPal?

You can sign up for a PayPal account by going to Create Paypal account.

Who do I contact if I have a problem with my PayPal account?

Unfortunately, we are not in a position to assist with PayPal account problems. Please contact PayPal customer services.

When will my payment be deducted from my PayPal account?

Payment will be deducted from your PayPal account immediately.

IPay88

iPay88 is an Internet Payment Switching Gateway through credit card, Internet Banking (or E-Debit) & Electronic Wallet (E-Wallet), developed by Mobile88.Com Sdn. Bhd.

It is the same Online Payment Gateway System currently provided by many licensed Financial Institutions. For that reason, customers can be certain of iPay88's security. iPay88 also complies with PCI Data Security Standard and Malaysia Payment System Act. Find out more about iPay88.

IPay88 - Affiliate Banks Include:

• Maybank2u
• CIMB Clicks
• Alliance Bank
• Ambank
• Hong Leong Bank
• RHB
• MEPS Affiliate Banks
• Web Cash

Bank Transfer

Bank Name : CIMB Islamic Bank Berhad

Account Name: Jade EServices Malaysia Sdn Bhd

Account Number: 14070000282108

After payment, please fill in the Bank Transfer slip details as requested by going to http://www.zalora.com.my/banktransfer in order to complete your transaction. You will find the necessary details on the Bank Transfer slip from the ATM/CDM machine or online confirmation screen after payment.

After placing your order, you have 24 hours to make payment and upload your Bank Transfer slip details to avoid your order being cancelled.

If you have access to online banking (CIMB Clicks, Maybank2U, PBeBank, Hong Leong Connect etc.), we strongly recommend using Online Banking (Direct Debit) for instant payment and processing.

I've made a bank transfer and I still haven't gotten my confirmation email?

You should receive your confirmation email within 2 working days from making the payment & sending in the payment slip to payment@zalora.com.my or using our new Bank Transfer Confirmation system at: http://www.zalora.com.my/banktransfer. If you've not received the email, please call customer service at 03-2385 8200 from 9am to 9pm, 7 days a week.

My credit card details are not being accepted. What's wrong?

Please check with your bank or financial institution to rule out errors on their behalf. If problems continue to persist, please contact Customer Service and we will help you with the technical difficulties.

My computer froze while processing payment. How will I know if my payment went through successfully?

All successful transactions will receive a confirmation email that contains an order tracking number. If you have not received confirmation via email, please try placing your order again. Alternatively, please contact Customer Service to confirm the placement of your order.

Is it safe to use my credit card or provide my bank account number on your site?

Yes! Firstly, we do not store any credit card information on our website because we understand that the safety of your personal information is extremely important. On top of that we use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.

Please note the below Pre-Order terms & condition for the following brand(s) :-

Rizalman for Zalora

• All designs will be exclusive to Zalora Malaysia only. Shipping to Brunei is available
• Pre-Order Launch Date: 23rd April 2013
• Stocks are expected to be delivered to Zalora warehouse by 7th June 2013
• Delivered to your door step by 24th June 2013 for all orders before 7th June 2013
• All purchase is final and NO returns will be accepted unless wrong item, wrong size or defective
• Limited stocks available

REFER YOUR FRIENDS NOW! And Earn RM 25 with every successful referral!

How does it work?

1. Invite a friend to shop at Zalora.com.my
2. They will get special voucher code for RM 25 discount off their first order
3. *For every successful friend that uses that voucher, you will get an RM 25 voucher back in return!

Getting Started

1. Login to your account if you’re already registered OR Register with us if you’re a new customer.

   

2. Enter as many emails of your friends as you like, separate emails by commas ','. Click "Send Invitations"

   

3. Your friend will receive an email with a special code that gives them RM 25 off their first order. When they use that voucher code you will receive a RM 25 voucher from us, once the purchase has been shipped and verified.

   

Terms & Conditions:

1. Voucher For Friend: Single Use (i.e, once per email) / Non-Stackable (i.e, cannot be used on top of existing vouchers) / For New Customer Only
2. Voucher For Recruiter: Single Use (i.e, once per email) / Non-Stackable (i.e, cannot be used on top of existing vouchers)
3. Both vouchers have to be used with a minimum spend of RM99. Vouchers may not be applicable on selected brands.

BCARD

What is BCARD all about and how does it work?
BCARD is a premier lifestyle and brand-focused reward programme which allows members to collect points and redeem them at participating outlets. You can earn 1 BPoint for every RM1.00 spent at www.zalora.com.my

How do I earn BPoints from Zalora?
Simply enter your 16 digits BCard number at the order confirmation page and click “Add Points”.

Will I get my BPoints immediately after making my purchase?
No. Your BPoints will be recorded into your BCARD account 45 days after your date of purchase due to our 30 days refund policy.

Is there an expiry date to my BPoints?
Yes. Your points will expire 36 months after issuance, on a first in first out basis.

Can I keep track of my BPoints expiry?
Yes. Log in to BCARD’s website at www.bcard.com.my to track your BPoints expiry or contact BCARD call centre at 03-2119 2999.

How can I earn BPoints for Zalora purchases if I am not a BCard member?
Simply click “Sign Up for BCard” at the order confirmation page and fill up the registration form. Enter your Zalora Order No. in the field provided to earn BPoints on your current order. Your BPoints will be awarded 45 days after the date of your purchase.

Can I exchange my BPoints for cash?
No. Points can only be used for redemption purposes.

Can I redeem my BPoints at Zalora?
No. Redemption BPoints is currently available at BCARD website. Please visit www.bcard.com.my should you wish to redeem for Zalora cash vouchers.

Is there any way to speed up my point collections?
Yes. We give 5x BPoints reward every weekend, starting from Friday midnight to Sunday midnight.