Shipping and Delivery
Do you offer free shipping?
At ZALORA, we aim to keep shipping as cheap and fuss-free as possible. Should you purchase from Sold by ZALORA, orders above HKD150 automatically enjoy free delivery, while orders below HKD150 will be charged a flat delivery fee of HKD40.
Kindly take note that for orders consisting of items from Sold by ZALORA, Sold by ZALORA Partner and ZALORA Marketplace, free shipping only applies when the order value of Sold by ZALORA items is above HK$150, after all discounts and vouchers have been applied. All shipping fee for Sold by ZALORA Partner and ZALORA Marketplace will be temporarily waived for a limited time only.
How can I track my order?
You can track your order:
1. By referring to the Order Shipped email which is dispatched to you once your order is with our delivery partners. A tracking link, which leads to our delivery partners’ tracking site, is available on the email for you to check the location of your order.
2. You can track your order on our website as well! Simply click on the "Account" tab on the top right hand corner, and click on "Order Tracking" to check the status of your parcel. Do remember to indicate the requested details such as “Email address” and “Order ID"!
Do you ship internationally?
We currently only ship within Hong Kong & Macau(excluding mainland China). However, ZALORA is also available in the following countries:
What is the delivery lead time for my order?
We aim to get your order to you as soon as possible. Orders are typically shipped out to our delivery partners within 24 hours and we will do our best to make deliveries happen within 7 working days, with the majority of the orders reaching within 3-4 working days.
Cross-dock items which we need to source from our suppliers, the delivery lead time ranges from 7-14 working days. For specific delivery lead time for each product, please refer to the tab “Delivery Info” on the product pages for more information.
Sold by ZALORA partner items will be shipped directly from our local suppliers. The delivery lead time typically takes 3 to 5 working days.
Who are your delivery partners? Could we select a preferred delivery partner?
We work closely with S.F. Express and Yamato Transport to deliver your shopping to you. We are sorry to share that, presently, the selection of a preferred delivery partner at check-out is unavailable. Many apologies for the inconvenience caused!
What is the time frame for your delivery partners to attempt deliveries?
Deliveries facilitated by S.F. Express and Yamato Transport take place between 9am – 9pm daily. The exact delivery time frame may differ and is subjected to the respective delivery partners.
What if I am not at home when the parcel arrives?
We are sorry to miss you! Our delivery partner will usually 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.
Could I change my order or my mailing address after the order is confirmed?
If you’ve just finished placing your order, please call us and we’ll try to modify your order. If more than two hours have passed, chances are good that our magical warehouse elves have already packed and shipped your order!
If your items have not left the warehouse and you would like to change your order, we can only cancel your existing order and you can make a new purchase instead. Please note that, however, we will not be able to apply on a voucher code or any further discounts after an order has been placed.
In either case, please call us for further assistance as soon as possible. You can reach us at +852 3999 4200 (9am – 6pm, Monday to Saturday, excluding Public Holidays) or email us at www.zalora.com.hk/contact/.
Can I arrange the time of delivery for my parcel, or make special arrangements for delivery?
You may contact our delivery partners to schedule your delivery or request for special delivery arrangements after you have received the tracking number for your order in your email. Please contact SF Express at 2730 0273 or Ta-Q-Bin at 2829 2222 to make arrangements. While our partners will do their best to accommodate your requests we ask for your kind understanding that this may not always be possible. ZALORA is working with our delivery partners to improve this, do bear with us!
My order has yet to arrive. What should I do?
The estimated delivery time is usually 5-7 working days from the date the order is confirmed. Please note that there are selected brands and items which are sourced externally with our suppliers and might take a longer time to reach you, up to 16 working days. 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.
If you have any concerns, please feel free to contact us at +852 3999 4200 (9am – 6pm, Monday to Saturday, excluding Public Holidays) or email us at www.zalora.com.hk/contact/ with your Order ID so that we can check your delivery status with our courier.