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Cancellation service #1 in Singapore
Cancellation Zalora: Easy Method
What is Zalora
Overview
Zalora is an online fashion retailer operating in Singapore and across Asia, selling clothing, footwear, accessories and beauty products through its website and mobile apps.
It provides order management, returns and customer support channels to handle cancellations, refunds and exchanges according to its published terms and policies.
How Zalora operates
Orders are processed in a warehouse where items are packed and shipped; many cancellation and refund rules depend on the order packing/shipping status.
Zalora publishes its terms and return policy on its corporate and support pages for the latest procedures and exceptions.
How to cancel Zalora
Cancel before packing
- Contact Zalora Customer Service via chat or email as soon as possible to request cancellation; no cancellation fees apply if the item has not been packed.
- Reference the order number and reason for cancellation to speed up processing.
Cancel using the mobile app and after packing
- On the mobile app, if the order is still processing in the warehouse (not packed or shipped), cancel via My Orders → Manage Orders → Cancel Selected Items → confirm "Yes Proceed".
- If the order is already packed or shipped, cancellation is no longer possible; you must follow the return procedure once you receive the item.
Platform notes
- Cancellation rules apply uniformly across platforms (website or apps); purchases via App Store or Google Play follow the same packing/shipping status rules.
- For full terms, see Zalora's published terms and support pages.
What happens when you cancel
Order status and processing
If cancellation is accepted before packing, Zalora stops processing and prevents the item from being dispatched from the warehouse.
If packing has begun or the item shipped, the cancellation request cannot be completed and the customer must return the item under the returns policy.
Access and account effects
Cancelling an order does not close or delete your Zalora account; it only halts fulfilment for the specific order.
Order records remain in your account for reference, and you can place new orders following cancellation.
Will I get a refund?
Refund entitlement and timing
- If you cancel before the item is packed, you are entitled to a full refund via your original payment method or store credit.
- Zalora processes cancellations/refunds in the warehouse within 1 - 2 working days; subsequent refund arrival times depend on your payment method (bank 3 - 5 days, GrabPay/PayNow 1 - 3 days, instalment schemes up to 14 days).
Returns, exceptions and conditions
- For items already delivered, Zalora’s return policy allows returns within 30 days of receipt if items are unused with original tags and packaging; modest wear and fine jewellery may have shorter windows (7 days).
- Cash-on-Delivery orders have different refund handling; check the support pages for exact procedures.
Zalora plans and pricing
Where to check pricing
Zalora’s current pricing, promotions and any subscription or VIP delivery options are published on its official website and support pages.
Do not rely on third-party or cached pages for price details - always verify on Zalora’s official pages linked below.
No invented prices
This guide does not list or guess prices. Rates and charges (if any) change frequently and must be checked on Zalora’s official channels.
See Zalora’s terms and support pages for the most up-to-date information.
Your consumer rights in Singapore
Cooling-off and returns
- Zalora offers a 30-day return window, which exceeds the statutory 14-day cooling-off expectation under Singapore consumer protections.
- Cancellation before packing entitles you to a full refund; once packed/shipped, you must use the returns process after receipt.
Refund timeliness and disclosures
- Refunds should be processed within a reasonable timeframe: Zalora states warehouse processing of 1 - 2 working days followed by payment-provider timing.
- Non-returnable or limited-return items (for example, certain jewellery or modest wear) must be disclosed on product pages and in policy documents.
Customer experiences
Positive feedback
Many customers report a smooth ordering experience, good deals, and straightforward returns or refunds when processes run smoothly.
Some reviewers specifically noted fast deliveries and easy refund handling in recent reviews.
Negative feedback
Reported issues include delayed deliveries, orders stuck in processing, difficulty obtaining refunds or cancellations for packed orders, and occasional concerns about item authenticity or voucher handling.
Customer experiences vary; if you encounter problems, escalate with customer service and retain documentation.
Documentation checklist
Required order information
- Order number and date of purchase.
- Payment method and transaction reference (if available).
Evidence for refunds or returns
- Photos of the item, tags and packaging (for returns or dispute claims).
- Screenshots of order status, confirmation emails and any chat or email correspondence with Zalora support.
Common mistakes
Waiting until packing
A frequent mistake is requesting cancellation after the item has already been packed - at that point cancellation is not possible and you must return the item after receipt.
Act immediately if you wish to cancel to increase the chance of success.
Insufficient documentation and misunderstandings
Not providing the order number, receipt or photos slows processing and may delay refunds.
Another common issue is assuming gift cards or vouchers are stackable or refundable - check the voucher terms before assuming coverage.
Comparative recap
Quick comparison
The table below summarizes key differences between cancelling before packing and after packing (return).
Table overview
| Feature | Period | Before packing | After packing / After delivery |
|---|---|---|---|
| Cancellation possible | N/A | Yes - contact Customer Service or use app (My Orders → Manage Orders → Cancel Selected Items). | No - must use returns process once packed or shipped. |
| Refund type | N/A | Full refund to original payment method or store credit. | Refund after return accepted; subject to return conditions and inspection. |
| Processing time | N/A | Warehouse processing 1 - 2 working days, then bank/payment timings apply. | Return processing after item reaches warehouse, then refund timelines as above. |
After cancelling
Next steps
Monitor your order status and refund progress in your Zalora account and email notifications.
If the order was packed or shipped, prepare to follow the return instructions once you receive the item.
Helpful links
- Zalora Terms & Conditions
- Zalora Return Policy (Singapore)
- How to amend order details
- App cancellation flow reference
Address
Operational address
Zalora regional/operational address (as listed in public information): 182 Clemenceau Ave #06-00, Singapore 239923.
Notes on contacting Zalora
For order-specific cancellations and refunds, use Zalora’s customer service channels linked above and include your order number and supporting documentation.
Keep copies of all communications until the refund or return is confirmed and complete.
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Written by Nurul Yeo
Former postal advisor · 5 years experience
Former postal-services advisor and e-signature specialist, I have been writing for Postclic for 5 years to demystify legally binding mail for everyday users.