Frequently Asked Questions

1. GENERAL ENQUIRIES

I need assistance! Where can I get help if I need it?

We are happy to provide you all the support you need. Please take a look at the FAQs here, or feel free to call us at 5801 0000 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. Please note that we no longer provide phone order services.


How do I create an account?

Please click on "My Account", which is located on the top right hand side of every page. Click "Create a New Account" and fill in your details as requested before clicking "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 do I know if something's going to be on sale?

The best way to be notified is via our newsletter and our Facebook page, so be sure to "Like" us!


How do I know what size to buy?

Specific measurements and size details for brands and items can be found on the individual product pages themselves. For general size charts and information, please refer to our Size Guide.


How do I change my mailing address or change my order?

Please call us as soon as you can at 5801 0000 and we'll try to modify your mailing address. Your mailing address can be modified as long as your items have not left the warehouse. Please note however that we will not be able to apply on a coupon code or any further discounts after an order has been placed. If your items have not left the warehouse and you would like to change your order item, we can only cancel your existing order and offer you a store credit or refund to be used on an alternate purchase. (please noted that we are unable to cancel your order once parcel has been shipped) If more than two hour has passed since you finished placing your order, chances are good that our magical warehouse elves have already packed and shipped your order! But do try calling us anyway, and we'll do our best to change it.


How do I return an item?

In order to provide you with the best possible online shopping experience, ZALORA offers a simple, hassle-free 30-day free return policy.

If for any reason you are not satisfied with your purchase, you can return your order to us for a full refund. Click here to print the Returns Form and simply follow the instructions below:

  1. Fill out the Returns / Exchange Form. Please be sure to select a reason for returning the Item(s) and to indicate your preferred mode of Exchange or Refund.
  2. Include the completed Returns / Exchange Form and the Return Item(s) in its original condition and box.

  3. You can choose to return the items to us via one of the following methods:
    a.   Drop off returns FOR FREE at any S.F. Express Service Centres or Stores across Hong Kong
    i)  Inform S.F. service staff that you wish to return items to ZALORA Hong Kong office
    ii)  Fill in "Shipper's Information" on Airway Bill slip and tick "paid by receiver”
    iii)  Please find details on S.F. Express locations and operating hours at the links below:
    S.F. Store
    Service Centre
    All costs will be paid for by ZALORA

    b.  Drop off returns at ZALORA Hong Kong office in person
    ZALORA Hong Kong Address:
    6/F, Office Plus @ Wan Chai
    No. 303 Hennessy Road
    Wanchai, Hong Kong
    Opening Hours: Mon-Fri (excluding public holidays), 9AM-7PM

    c.  Arrange for delivery of returns to ZALORA Hong Kong office with any delivery provider of your choice
    If you arrange for delivery of returns with S.F. Express please do the following:
    i)  Arrange pick-up with S.F. Express by calling +852 2730 0273
    ii)  Fill in "Shipper’s Information" on Airway Bill slip from S.F. Express and tick "paid by receiver"
    iii)  Inform ZALORA customer service customer@zalora.com.hk of the Airway Bill number
    Returns made in this manner with S.F. Express will be FREE – paid for by ZALORA
    All returns made with any other delivery provider (including normal post) will not be paid for by ZALORA
  4. Please remember to retain all proof of postage or drop-off until we have confirmed by email that your refund has been processed. This way if your parcel gets lost in the mail, you will be able to send us proof that you have mailed the parcel.
  5. Once we have received your returned item(s) in acceptable condition, we will send you a confirmation email upon processing the refund.

    Please keep in mind the following as well before you return an item:
    1. You may return your order for up to 30 days following the delivery date
    2. Return items must not fall under the list of non-refundable brands / items here.
    3. As the parcel remains your responsibility until we receive it, remember to retain proof of postage / drop-off, so if your parcel gets lost in the mail, you will be able to send us proof that you've mailed the parcel
    4. Products must be returned to us in their original condition and in their original boxes and packaging, complete with any related accessories and tags. We ask you not to tape the box but to instead wrap it to prevent damage. As the parcel remains your responsibility until we receive it, please mail the return parcel with care!
    5. It can usually take up to 3 days for your return to be delivered back to our warehouse, depending on which return method you use. We will send you an email as soon as we have received your return in its original condition and have processed your refund. This is usually done within 72 hours
    6. Refunds are issued through the same transaction method used to make the original purchase. For COD transactions, refunds are sent by check to the mailing address
    7. Depending on your bank, processed credit card refunds may take 3-5 days to be reflected in your credit card account. PayPal refunds are immediately reflected, while checks will take 2-3 days to reach your delivery address
    8. Please note that we will not be able to provide a refund on any shipping fees charged for the original order.
    9. All items will be inspected on return. We try hard to accept all returns, but in the rare event that an item is returned to us in an unsuitable condition, or is incomplete or after the 30-day period, we will not be able to offer a refund.

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

We are very sorry that this happened! Our Quality Control Team try 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, and we will issue you a full refund, together with your shipping fee:
  1. Order ID
  2. What's wrong, i.e., incorrect order/missing item/defective product
  3. SKU(s) of the Product
  4. Filled return form attached. Click here to print the Returns Form
  5. If possible, please provide us photos of defective products so that we can process your returns sooner

2. MANAGING YOUR ACCOUNT

How do I create an account?

Please click on "My Account", which is located on the top right hand side of every page. Click "Create a New Account" and fill in your details as requested before clicking "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 do I update my details on my account?

Please click on the "My Account" tab on the top right hand side of the page. You will then be prompted to your account details. Scroll down to find your account information as well as "edit" next to "contact information". Click on "edit", then update your details as needed. Be sure to click the "save" button once you're done to ensure that your new details have been saved.


How do I unsubscribe from your mailing list?

We are very sorry to see you go! If you must however, please open an email sent to you by ZALORA. At the bottom of the email you will see a button that reads 'Unsubscribe to Newsletter'. By clicking on this button, you will be unsubscribed from all future ZALORA mail outs.


Remember, our newsletter is the best way to find out about new products, sales and special members discounts!

3. PLACING AN ORDER

How do I place an order?

Orders are placed via our website. Please note that we no longer provide phone order services.


I'm having problems ordering through your website. What can I do?

Our website is best supported by Internet Explorer, Google Chrome, Safari and Mozilla Firefox. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please call our Customer Service Team at 5801 0000 or email us at customer@zalora.com.hk.


How do I know what size to buy?

Specific measurements and size details for brands and items can be found on the individual product pages themselves. For general size charts and information, please refer to our Size Guide.


The item I want is out of stock. What now?

Although we try to have a stock level that will keep up with expected demand, certain items that are highly popular will run out of stock. Our focus is on keeping up with latest fashion trends and the items that we stock are only available while stocks last.
Please contact our Customer Service Team at customer@zalora.com.hk, who will attempt to source the item you desire from elsewhere at no additional cost, or to get in touch with our Style Team to find out a suitable alternative to the item you are seeking.


Do you place items on back order?

No, your item will not be placed on backorder. Although we avoid advertising products that are no longer in stock, in the instance that your item has sold out, you will be contacted by the Customer Service Team to arrange a store credit or refund if we are unable to source the item from elsewhere.


Can I place an item on hold for purchase at a later date?

Sorry, but we do not offer this option at this time.


I tried to place an order unsuccessfully and my desired item is now appearing out of stock.

Please allow 10 minutes for this item to reappear in stock and then try again. You can also contact our Customer Service Team at 5801 0000 or customer@zalora.com.hk for assistance.


How do I know if you carry a certain brand?

Please type the name of the brand you are searching for into our search toolbar to view the items from that brand. You may also refer to our comprehensive list of brands carried here.


When can I expect new products to be listed on your website?

We are constantly updating our product range as new fashion lines are released and as we stock new brands. Please see 'New Arrivals' to view the latest items we have in stock. Do subscribe to our newsletter as well to get the latest information on new arrivals!


Do you offer a warranty on your products?

Unless specified on the product's description, warranty will be aligned with ZALORA's general product policy. You may also directly get in touch with the brand's office for details on their warranties.


How can I provide feedback about a product?

We would love to get your feedback about our products! You can leave your feedback under the product review section on each product page, under the "feedbac" tab that appears on our site, or send us an email at customer@zalora.com.hk.


Is there somewhere I can go to view the product prior to purchasing?

Unfortunately, we do not have a retail store and for safety reasons we cannot allow customers in the warehouse. If you have any questions regarding the products, please do not hesitate to call our Customer Service Team at customer@zalora.com.hk. We will try our best to address any questions you may have.


4. VOUCHERS, COUPONS & DISCOUNTS

What is store credit and how do I get it?

Store Credit is credit issued for returns and/or cancellations accepted. Store credits are provided in the form of a code that may be used to make future purchases on the website.
Please note that store credit is only granted once returned items have been processed by the Quality Control Team who need to confirm any fault in items and/or that the item is unworn and in original condition.


How do I use my discount/promo/voucher code?

Using your code is as easy as 1-2-3!
  1. Click Order Now
  2. Enter the coupon code at the text field below the total amount at the right hand side.
  3. Click on Use Coupon

I am unable to use vouchers and discounts on certain brands and products. What's wrong?

Please ensure that you are entering the correct code into the Voucher Code field and click redeem before 'Proceed to Checkout'. The voucher code field can be seen by viewing 'my bag' via the bag icon in the top right hand corner of your screen. Please also note the following:

  1. Please be sure to check the terms and conditions of your vouchers. Some vouchers for example may require a minimum spending amount for it to apply, and/or cannot be applied to items that are already on discount.
  2. We have some brands that are non-sale items as we have to adhere to our supplier’s recommended price. The list of brands can be found here.
If you have any difficulties please contact customer service at 5801 0000 or customer@zalora.com.hk.


5. MY WALLET

What is My Wallet feature all about?

My Wallet is an onsite feature on ZALORA which allows avid shoppers to accumulate Wallet credit! You can find the My Wallet feature under My Account when you logged into ZALORA with your user ID and password.

Under My Wallet, you would be able to find your transaction history, which lists down the dates when Wallet credit is updated into your account.


Can I use coupon code with the Wallet credit in My Wallet?

Yes, you can! The Wallet credit in My Wallet feature will be applied after discounts, taxes, and shipping fee on the cart page, as well as on the check-out page.


How can I get credit to be added onto My Wallet?

There are a couple of ways to get credit onto My Wallet:

  1. Simply opt for the Wallet Credit option as your preferred mode of refund when you return your items. The refund amount will be automatically credited to your Wallet once we have received and processed the items you have returned.
  2. Purchase an E-gift card and input the gift card’s coupon code onto My Wallet.
  3. In the event if you change your mind and wish to make a cancellation of your pre-paid order, you can also opt for Wallet Credit to be credited into your personal Wallet under your account.

If the credit in My Wallet is accumulated from different refunds or E-gift cards, what is their joint expiration date?

The Wallet Credit available in the Wallet feature is valid for at least two months from the date it was disbursed to you. Under My Wallet, you’d find a table of your available Wallet Credit balance and the respective expiry dates stated clearly for your reference.


Can I continue to use Wallet credit codes disbursed before the launch of My Wallet at Cart or Check-out page?

Yes, you can continue to use Wallet credit codes disbursed before the launch of this feature. To use the remaining Wallet credit codes, simply input the code in the coupon field at the Cart or Check-out page.

Got a suggestion or a question? Please do share with us at customer@zalora.com.hk, or drop us a call at 5801 0000, Monday - Friday, 9am - 7pm, excluding public holidays.


If I made payment using My Wallet and offset the outstanding amount using another payment mode, how would I be refunded if I make a return?

Scenario A - Refunding an Item

If you were to return an item out of your whole order, the refund value will be apportioned according to the amount paid via My Wallet feature and the other payment mode. The breakdown of refund is based on the value of the item returned against the total amount ordered.

For instance: Jamie bought 4 items and her order amounted to $100. She made payment with $20 via My Wallet and $80 via Credit Card. She then decided to return an item worth $50, which is 50% of her total order value. Hence, she will be refunded:

1. 50% x $20 = $10 credited to her My Wallet account on ZALORA

2. $50 (her returned item value) - $10 = $40 credited to her Credit Card

Scenario B - Refunding an Order

If you were to return an entire order, the refund value will be apportioned according to the amount paid via My Wallet feature and the order payment mode.

For instance: Jamie bought 4 items and her order amounted to $100. She made payment with $20 via My Wallet and $80 via Credit Card. She then decided to return her an entire order. Hence, she will be refunded:

1. $20, credited to her My Wallet account on ZALORA

2. $80, credited to her Credit Card


6. PAYMENT & PRICING INFORMATION

What currency are the prices displayed in?

All prices are displayed in Hong Kong Dollars (HKD).


Do you match prices if I see an item on sale elsewhere?

No, but we do our best to ensure we have competitive prices.


What forms of payment do you accept?

We offer a number of payment methods:
  1. Credit Cards: Visa, MasterCard and American Express
  2. PayPal
  3. Cash on Delivery (except in a limited number of restricted or outlying locations, only for orders under HK$10,000)

Why am I charged 0.8% more when I use credit cards?

This only occurs with certain credit cards. It is a cross-border fee charged by the card issuing bank as our main bank is not in Hong Kong.


Is it safe to use my credit card on your site?

Every credit card transaction occurs within a secure environment. Our payment system has a 128-bit SSL security encryption certification awarded by VeriSign. You can see the transaction is secure if you see a keylock at the bottom right of your web browser. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that with each purchase your credit card or bank account information will be secured.


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 part. If problems continue to persist, please contact our Customer Service Team at 5801 0000 who will notify the IT department of technical difficulties.


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

All successful transactions will receive a confirmation email within an hour of purchase. If you have not received confirmation via email, please try placing your order again. Alternatively, call our Customer Service Team at 5801 0000 to confirm the placement of your order.

What is PayPal?

PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and 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 here.


How do I use a Paypal payment option?

Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the website.


How is billing done for PayPal?

Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. For more information, please refer here.


What do I do if I have questions about my PayPal account?

You may contact PayPal customer service here for support.


When are funds transferred out of my PayPal account for my order?

PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, you may contact PayPal customer service here.


7. SHIPPING, DELIVERY & ORDER STATUS

ZALORA is proud to provide FREE SHIPPING on all orders above HK$150 (after discounts and vouchers have been applied). Orders under HK$150 will be subjected to a shipping fee of HK$40. Just because shipping is free doesn't mean it should take a long time. We understand that getting your items quickly is important to you, so we make every effort to process your order as soon as we can.

What is the postage & handling charge on orders?

ZALORA is proud to provide FREE SHIPPING on all orders above HK$150 (after discounts and vouchers have been applied). Orders under HK$150 will be subjected to a shipping fee of HK$40.


Do you ship internationally?

We currently only ship within Hong Kong (excluding mainland China), but ZALORA is also present in the following countries:

How long will it be before I receive my order?

Estimated delivery time is displayed on each product's details page, and depends on whether the item is in our warehouse or sourced externally. We will typically ship an item out within 24 hours and try to make all deliveries within 7-16 days, with the majority of products reaching with 3-4 working days. However, we cannot promise this for every customer.


How will the item be sent?

We offer express delivery via Yamato Transport, SF Express and Hong Kong Post to all parts of Hong Kong.


Will I have to sign for my package?

Yes, however you may nominate to have the parcel left without a signature (e.g. on your porch). We recommend voluntary insurance on any items that are to be left unattended.


What if I am not home when my package arrives?

Our service provider will try to contact you by phone, or re-attempt a delivery of your parcel at another time. The best way to ensure a successful delivery is to provide us with the address that you will be at during our delivery time. Please also feel free to contact us at customer@zalora.com.hk to check the status of your package if you have not received it after 7-14 days.


What is the delivery time?

We use Yamato Transport, SF Express and Hong Kong Post to facilitate the delivery of our orders; deliveries would therefore usually take place between 9am-9pm from Mondays to Sundays (may varies from different courier company).


Are there any locations in Hong Kong that you do not ship to?

Please note that while we will try our best to deliver all across Hong Kong, we will not be able to deliver at a limited number of restricted and out-lying locations as below.
Please also note that we will not be able to accept Cash on Delivery for deliveries to Cheung Chau, Lamma Island and Part of Lantau Islands:

  1. Closed Area
  2. Crooked island (Kat O)
  3. Grass Island
  4. Lo Wu
  5. Lok Ma Chau
  6. Mai Po
  7. Man Kam To
  8. Part of Lantau Islands
  9. Peng Chau
  10. Po Toi
  11. Sha Tau Kok
  12. Ta Kwu Ling
  13. Tung Lung Chau
  14. Tung Ping Chau
  15. For these locations, our customer service agents will contact you if needed to make further arrangements.


    How do I change my mailing address or change my order?

    Please call us as soon as you can at 5801 0000 and we'll try to modify your order. Your order can be modified as long as your items have not left the warehouse. Please note however that we will not be able to apply on a coupon code or any further discounts after an order has been placed.
    If your items have not left the warehouse and you would like to change your order, we can cancel your existing order and offer you a store credit or refund to be used on an alternate purchase.
    If more than two hour has passed since you finished placing your order, chances are good that our magical warehouse elves have already packed and shipped your order! But do try calling us anyway, and we'll do our best to change it.


    My items have yet to arrive / I want to check the status of my order. What should I do?

    Estimated delivery time is displayed on each product's details page, and depends on whether the item is in our warehouse or sourced externally. Please allow up to 7-16 days for your order to arrive.
    If you have any concerns, please feel free to send us an email at customer@zalora.com.hk with the shipping address and Order ID so that we can check your delivery status with our courier.
    Please also note that because some items come from our warehouse while others are sourced externally, different items from the same order may reach you at different times. We try our best to get you your items as soon as possible, and so typically send an item to you as soon as it is ready to go, rather than consolidate all items in an order before sending them.


    8. RETURNS

    How do I return an item?

    In order to provide you with the best possible online shopping experience, ZALORA offers a simple, hassle-free 30-day free return policy.

    If for any reason you are not satisfied with your purchase, you can return your order to us for a full refund. Click here to print the Returns Form and simply follow the instructions below:

    1. Fill out the Returns / Exchange Form. Please be sure to select a reason for returning the Item(s) and to indicate your preferred mode of Exchange or Refund.

    2. Include the completed Returns / Exchange Form and the Return Item(s) in its original condition and box.

    3. You can choose to return the items to us via one of the following methods:
      a.   Drop off returns FOR FREE at any S.F. Express Service Centres or Stores across Hong Kong
      i)  Inform S.F. service staff that you wish to return items to ZALORA Hong Kong office
      ii)  Fill in "Shipper's Information" on Airway Bill slip and tick "paid by receiver”
      iii)  Please find details on S.F. Express locations and operating hours at the links below:
      S.F. Store
      Service Centre
      All costs will be paid for by ZALORA

      b.  Drop off returns at ZALORA Hong Kong office in person
      ZALORA Hong Kong Address:
      6/F, Office Plus @ Wan Chai
      No. 303 Hennessy Road
      Wanchai, Hong Kong
      Opening Hours: Mon-Fri (excluding public holidays), 9AM-7PM

      c.  Arrange for delivery of returns to ZALORA Hong Kong office with any delivery provider of your choice
      If you arrange for delivery of returns with S.F. Express please do the following:
      i)  Arrange pick-up with S.F. Express by calling +852 2730 0273
      ii)  Fill in "Shipper’s Information" on Airway Bill slip from S.F. Express and tick "paid by receiver"
      iii)  Inform ZALORA customer service customer@zalora.com.hk of the Airway Bill number
      Returns made in this manner with S.F. Express will be FREE – paid for by ZALORA
      All returns made with any other delivery provider (including normal post) will not be paid for by ZALORA
    4. Please remember to retain all proof of postage or drop-off until we have confirmed by email that your refund has been processed. This way if your parcel gets lost in the mail, you will be able to send us proof that you have mailed the parcel.
    5. Once we have received your returned item(s) in acceptable condition, we will send you a confirmation email upon processing the refund.

      Please keep in mind the following as well before you return an item:
      1. You may return your order for up to 30 days following the delivery date
      2. Return items must not fall under the list of non-refundable brands / items here.
      3. As the parcel remains your responsibility until we receive it, remember to retain proof of postage / drop-off, so if your parcel gets lost in the mail, you will be able to send us proof that you've mailed the parcel
      4. Products must be returned to us in their original condition and in their original boxes and packaging, complete with any related accessories and tags. We ask you not to tape the box but to instead wrap it to prevent damage. As the parcel remains your responsibility until we receive it, please mail the return parcel with care!
      5. It can usually take up to 3 days for your return to be delivered back to our warehouse, depending on which return method you use. We will send you an email as soon as we have received your return in its original condition and have processed your refund. This is usually done within 72 hours
      6. Refunds are issued through the same transaction method used to make the original purchase. For COD transactions, refunds are sent by check to the mailing address
      7. Depending on your bank, processed credit card refunds may take 3-5 days to be reflected in your credit card account. PayPal refunds are immediately reflected, while checks will take 2-3 days to reach your delivery address
      8. Please note that we will not be able to provide a refund on any shipping fees charged for the original order.
      9. All items will be inspected on return. We try hard to accept all returns, but in the rare event that an item is returned to us in an unsuitable condition, or is incomplete or after the 30-day period, we will not be able to offer a refund.

    How will I be refunded?

    Refunds are issued through the same transaction method used to make the original purchase. For COD transactions, refunds are sent by check to the delivery address. Please provide your name, bank name and account details so we that can issue the refund.


    How long does it take for me to receive a refund?

    It can usually take up to 3 days for your return to be delivered back to our warehouse, and up to another 72 hours for us to inspect the item, confirm that it is eligible for a refund, and process the refund payments. We will send you an email as soon as we have received your return in its original condition and have processed your refund.
    Depending on your bank, processed credit card refunds may take 3-5 days to be reflected in your credit card account. Paypal refunds are immediately reflected, while checks will take 1-2 days to reach your delivery address.


    Do you offer exchanges?

    Exchange only applicable to same style different size or color. If you want to exchange your item to a different style, you will need to place a new order and we will arrange refund for your original item.


    I need to return an item, but I don't have the original ZALORA packaging. What now?

    It would be best if you can return an item in the original ZALORA packaging (ZALORA Box/Bag)! Information on the packaging helps us to process your returns quicker.
    Don't worry though if you don't have our original packaging (ZALORA Box/Bag), you can still return the item but please wrap it, so that the original brand box is not damaged.


    9. SIZE GUIDE

    What is Fit Visualiser?

    Fit Visualiser is a virtual fitting solution aimed to help you find the perfect size and fit when shopping online at ZALORA!

    How does it work?

    Fit Visualiser lets you compare the measurements of the garment you want to buy with the measurements of the garment you have at home. This is done by overlaying graphic silhouettes of the two.

    Getting the right size while shopping on ZALORA is a breeze now with Fit Visualiser! Here's how you use our latest measuring tool -


    I don't have a measuring tape. How else can I use Fit Visualiser on ZALORA?

    1. Browse a garment you already own from ZALORA. Click on the "Size Details" tab on the product page and click on the "Fit Visualiser" button.

    2. Fit Visualiser's window pops up. Click on the "I OWN IT" button on the bottom left hand corner to add to your Fit Visualiser wardrobe.

    3. The garment now is a reference item in your Fit Visualiser wardrobe. Now you could browse other garments installed with Fit Visualiser and see how they compare with the fit and size of your reference item.

    What is the difference between the blue and the grey silhouettes shown on the Fit Visualiser pop up window?

    The grey silhouette is your garment and the blue silhouette is the garment you are curious about. You can try and gauge the fit of different sizes by flipping between the size-buttons in the top right corner.

    How do I know which size to choose?

    You can compare how different sizes relate to your reference garment by clicking the size options in the top right corner and then choose the size that matches your fit preferences best.

    Does a difference of one inch/cm mean that the garment won’t fit me?

    Probably not. In most cases, one inch is insignificant. But some measurements are more sensitive than others. For example, a difference of one inch on a sleeve or an inseam would probably affect the fit, while elsewhere it wouldn't be as noticeable.

    Why does my garment look so strange?

    If your garment looks strange, you may have entered incorrect measurements. Make sure that you have not measured your body, but measured a garment laid flat. Also, double-check that sleeve measurements start from the back of the collar.

    Why does my garment look so large/small?

    Unexpected size variations can result from comparisons of garments that are made of different fabric types. For instance, if one garment is made with stretch fabric and the other isn’t, they’ll look very different next to each other.


    We're working on getting as many clothing items installed with Fit Visualiser as possible! Should you have any questions regarding the use of the measuring tool, please feel free to get in touch with our friendly Customer Service team at customer@zalora.com.hk, or drop us a call at 5801 0000, 9am - 7pm, Mon to Fri, excluding public holidays.


    SIZE GUIDE


    How do I know what size to buy?

    To assist you in choosing the right size, we provide you with Brand specific size charts that can be found on our product pages. We understand that different brands and suppliers adopt different sizing systems and measurements, which is why we try our best to provide you customized size charts according to the brand you're browsing.

    Here's how:

    STEP 1

    Choose your size according to your preferred size conversion charts.

    STEP 2

    Do check out our brand specific size chart for more information! You could see the size chart, housed under Size Details.

    STEP 3

    We would highly recommend for you to refer to the product-specific size measurements if available due to the differences in product silhouettes.

    STEP 4

    You could also refer to the Fit Visualiser tool, found under the Size Details tab, which would help to suggest a suitable size to purchase based on your measurements.

    STEP 5

    Still not too sure which size to get? You can also check out the clothing's measurements for the different sizes under Size Details tab.

    For certain clothing items that typically come in One Size, we have provided full measurements in the Product Description sections of their product pages, alongside our model measurements. These should help give you a pretty good gauge of their size and fit.

    Still unsure? Please feel free to call our friendly customer service agents at 5801 0000 or drop us an email at customer@zalora.com.hk


    For general size guides, please refer below:


    10. PRIVACY & SECURITY

    How do I know it is safe to shop with you?

    We value your privacy and work hard to ensure that your details are secure and will not be released to any other party. To learn more about how we keep your details safe, please see "ZALORA Privacy Statement".


    Do you keep my credit card details?

    We do not store your credit card details.

    Will my information be sold to third parties?

    Your information will not be sold or passed on to third parties. Your privacy is importance to us. Read more about how we protect your privacy see " ZALORA Privacy Statement".


    What are cookies? Do I need to enable cookies in my browser?

    Cookies aren't just for eating. They are also the name of small amounts of data that is sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers.
    Cookies will need to be enabled on your browser to allow you to add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the 'logout' link in the top right hand corner of the page.
    To find out more about how we use cookies, please see our "ZALORA Privacy Statement".


    11. ABOUT ZALORA

    What is ZALORA about?

    ZALORA is Asia's fastest-growing online fashion retailer. Founded in 2012, ZALORA has a presence in Singapore, Indonesia, Malaysia, the Philippines, Thailand, Vietnam, Hong Kong and Taiwan.
    ZALORA Hong Kong was launched in mid-2012. We aim to serve the fashionable people of Hong Kong with a great range of local and international fashion products. Here you will find Hong Kong's largest range of clothing, footwear and accessories for men, women and children. Couple this with our affordable pricing, the availability of free deliveries, no-questions-asked return policy, best-in-class customer service and multiple payment options including cash-on-delivery, and we have what we hope is a truly disruptive offering that can serve the needs of the Hong Kong consumer and set the standard for fashion e-commerce in Hong Kong.
    ZALORA Hong Kong is backed by Rocket Internet, the founders of Zalando in Europe, Dafiti in Brazil, Lamoda in Russia and The Iconic in Australia. Rocket Internet GmbH is the most successful e-commerce company in the world, responsible for the fastest growing e-commerce websites in Europe, Americas and Asia.


    What is your BR number?

    Our BR number is 59415254.