GENERAL ENQUIRIES

Help! I need assistance. Who can I approach?

We are happy to help! You could refer to our informative FAQ for details, or feel free to reach us at +852 3051 9300(9am – 7pm, Monday to Friday; 9am – 6pm, Saturday, excluding Public Holidays) or email us at customer@zalora.com.hk. Our Customer Service Team will do our best to help you out!


How do I place an order?

Orders are placed via our website or our app or via the phone. Should you have an issue placing an order, you could also reach out to our friendly Customer Service team at +852 3051 9300. We would be most happy to assist you.

Happy shopping!


How do I create an account?

Step 1: Please click on “Account” on the top right hand corner of any page, and select "Register".
Step 2: Fill in your details as requested.
Step 3: Click “Submit".

It's that simple! Registration should now be completed and you should receive a confirmation e-mail to the email address you registered with.


How can I be notified of the latest discounts and promotions?

The best and fastest way to receive the latest updates from us is to subscribe to our newsletter!

New to ZALORA? Get a HKD100* voucher for your ZALORA purchase when you sign up. Simply scroll to the bottom of any page and fill in your email address in the available email field on the right. Your voucher will be sent straight to your preferred email address!

You can also stay tuned to our promotions via our Social Media updates on our Facebook page and Push Notifications sent to your mobile phone - get down to shopping while you're on the go!

*Terms and conditions apply, as indicated on the voucher newsletter.


Can I still change my address, or cancel my order, after my order is confirmed?

If you have realised an error in your order or changed your mind shortly after placing your order, please contact our Customer Service Team at +852 3051 9300 (9am – 7pm, Monday to Friday; 9am – 6pm, Saturday, excluding Public Holidays) and we will try to modify the address or cancel your order accordingly, as long as your order has yet to be shipped out from the warehouse. Please note however that we are unable to apply a voucher code or any further discounts or change your order item after an order has been placed.

If more than two hours have passed, chances are good that your order is ready to be shipped! In either case, please give us a call for further assistance as soon as possible.


What is your shipping policy?

At ZALORA, we aim to deliver your order to you within 7 to 16 working days, from the day you receive the Order Shipped email notification. Most orders are delivered within 3-4 working days from the day the orders are made. The delivery time estimate depends on the availability of the items at the warehouse, our courier partners' dispatching schedules and routing, as well as traffic and weather conditions.

There is a flat fee of HKD40 for shipping. The good news is, for orders above HKD150, the shipping fee is waived. Happy shopping!

*For orders consisting of items from both ZALORA main catalog and ZALORA Marketplace, free shipping only applies when the order value of ZALORA main catalog items is above HK$150, after all discounts and vouchers have been applied. All shipping fee for ZALORA Marketplace will be temporarily waived for a limited time only.

What is your return policy?

If you are not 100% satisfied with your purchase, you can return your item to us for a full refund. Returns must be done within 30 days of receipt, un-used with tags on, in original packaging and must not fall under the list of non-refundable brands/ items here.

You can return your parcel via any of the three methods as suggested:

i) Any S.F. Express Service Centres or Stores across Hong Kong (All costs will be paid for by ZALORA)
ii) Drop off at ZALORA Hong Kong office in person. Our office address is:
6/F, Office Plus @ Wan Chai
No. 303 Hennessy Road
Wanchai, Hong Kong
Opening Hours: Mon-Fri (excluding Public Holidays), 9am - 7pm
iii) Arrange for delivery of returns to ZALORA Hong Kong office with any delivery provider of your choice.

For more information, you can click here or get in touch with our Customer Service team at
+852 3051 9300 (9am – 7pm, Monday to Friday; 9am – 6pm, Saturday, excluding Public Holidays). We are happy to help!


What is your refund policy?

Your returned items, together with your return slip, are usually received and accepted at our warehouse 3-5 working days after they are received at either S.F. Express Service Centres or ZALORA office. After an inspection of the items, the refund would be issued to the preferred refund method indicated on your return slip

Please note that shipping fee is non-refundable. The refund duration might take up to 14 working days, depending on the mode of refund you have indicated on the Returns slip.


I have received an incorrect / missing / defective item in my order. What should I do now?

We are very sorry that this happened! We do our best to ensure that all products are of a high quality and the right orders are delivered before they leave the warehouse. In the unlikely event that your item has a defect or has been delivered wrongly, please email us at customer@zalora.com.hk with the following information:

i) Your order number.
ii) The matter of the issue e.g. incorrect/missing/defective item.
iii) Pictures, if applicable.

Do you offer exchanges?

Yes we do! Do note that exchanges are only available for size or colour. Currently, we are not able to process an exchange for another item of a different style altogether. If you would like to make an exchange, simply follow the steps below:

i) Indicate your exchange option (size or colour) on the Returns slip which comes together with your order
ii) Pack the item you wish to exchange, un-used, with tags on in the original packaging, together with the Returns slip, into the ZALORA mailer bag
iii) Return the parcel, either at one of S.F. Express Service Centres or drop off at ZALORA office

Once we receive your return item, we will proceed with the exchange and send you the item soonest possible. It may take up to 7 working days for you to receive the exchanged item.

Please note that if the exchanged item you have requested for is out of stock, the refund will be made via your original payment mode. Should you have any questions, please feel free to contact our Customer Service team at +852 3051 9300(9am – 7pm, Monday to Friday; 9am – 6pm, Saturday, excluding Public Holidays) or email us at customer@zalora.com.hk. We are happy to help!