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!
Orders are placed via our website. Please note that we no longer provide phone order services.
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.
The best way to be notified is via our newsletter and our Facebook page, so be sure to "Like" us!
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.
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.
In order to provide you with the best possible online shopping experience, ZALORA offers a simple, hassle-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.
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.
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.
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.
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.
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.
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.
Sorry, but we do not offer this option at this time.
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.
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.
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!
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.
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.
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.
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.
All prices are displayed in Hong Kong Dollars (HKD).
No, but we do our best to ensure we have competitive prices.
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.
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.
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.
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.
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.
You can sign up for a PayPal account here.
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.
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.
You may contact PayPal customer service here for support.
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.
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.
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.
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.
We offer express delivery via Yamato Transport and Hong Kong Post to all parts of Hong Kong.
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.
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.
We use Yamato Transport and Hong Kong Post to facilitate the delivery of our orders; deliveries would therefore usually take place between 9am-6pm from Mondays to Fridays.
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. Please also note that we will not be able to accept Cash on Delivery for deliveries in the following locations:
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.
In order to provide you with the best possible online shopping experience, ZALORA offers a simple, return policy. If for any reason you are not satisfied with your purchase, you can return your order to us for a full refund.
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.
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.
If you want to exchange your item for a different size or color, you will need to place a new order. We are working on a better way of handling exchanges, please bear with us!
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.
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".
We do not store your credit card details.
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".
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".
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.
Our BR number is 59415254.
