Zalora Malaysia (Zalora.my) is a leading online fashion retailer that offers a wide variety of clothing, footwear, accessories, and lifestyle products for men, women, and children. Here’s an overview of the main categories you’ll find on the site:

Women’s Fashion

Clothing: Dresses, tops, blouses, skirts, jeans, pants, jumpsuits, and outerwear.

Muslimah Fashion: Modest wear, including hijabs, jubah, and abayas.

Lingerie & Sleepwear: Bras, panties, shapewear, pajamas, and robes.

Swimwear: Bikinis, one-pieces, cover-ups, and beach accessories.

Footwear: Heels, flats, sandals, sneakers, and boots.

Men’s Fashion

Clothing: T-shirts, shirts, polos, jeans, pants, suits, and jackets.

Activewear: Sports and gym clothing like shorts, hoodies, and performance wear.

Footwear: Sneakers, formal shoes, loafers, sandals, and boots.

Muslim Wear: Kurta, baju Melayu, and other traditional attire.

Accessories

Bags: Handbags, backpacks, wallets, clutches, and crossbody bags.

Jewelry: Earrings, necklaces, rings, and bracelets.

Watches: Fashion and luxury watches for men and women.

Sunglasses: A wide selection of sunglasses in various styles.

Belts, Hats, Scarves: Accessories to complement outfits for all seasons.

Beauty and Personal Care

Makeup: Foundation, lipstick, eyeshadow, mascara, and more.

Skincare: Moisturizers, cleansers, sunscreens, and treatments.

Haircare: Shampoos, conditioners, treatments, and styling tools.

Fragrances: Perfumes and colognes for men and women.

Body Care: Lotions, scrubs, body oils, and hygiene products.

Kids’ Fashion

Girls’ Clothing: Dresses, tops, bottoms, and outerwear.

Boys’ Clothing: T-shirts, shirts, pants, and jackets.

Baby Clothing: Rompers, sets, and essentials for infants and toddlers.

Kids’ Footwear: Sneakers, sandals, and formal shoes for children.

Sports & Activewear

Men’s and Women’s Activewear: Sports tops, leggings, tracksuits, and more.

Footwear: Running shoes, training shoes, and sports-specific footwear.

Sports Equipment: Accessories like gym bags, gloves, and water bottles.

Structural Complaints and Returns Policy

Zalora Malaysia (Zalora.my) has a structured complaints and returns policy aimed at providing a smooth shopping experience. Here's an overview of the key aspects:

Returns Policy

Return Window: Customers have 30 days from the date of delivery to return eligible items. For Zalora Marketplace items (third-party sellers), the return period may differ and is usually stated on the product page.

Eligible Items: Items must be in their original condition, unworn, unwashed, with tags still attached, and in original packaging (if applicable).

Non-Returnable Items: Some products are non-returnable for hygiene reasons, such as beauty products, underwear, swimwear (if the hygiene seal is broken), earrings, and certain discounted/clearance items.

Refund Methods: Upon a successful return, refunds are processed in the following ways:

• Zalora Wallet Credit: For faster refunds, customers can opt for refunds in their Zalora Wallet, which can be used for future purchases.
• Original Payment Method: Refunds can be processed back to the original payment method (credit/debit card, PayPal, or bank transfer).

Return Process

Online Return Request: Customers need to log into their account, go to the "Orders" section, and initiate a return request. After choosing the items to return, Zalora provides a prepaid return shipping label.

Drop-off or Pickup: Returns can either be dropped off at designated collection points (such as PosLaju, Ninja Van, etc.) or picked up from the customer’s location (depending on Zalora's available partners).

Return Status: Customers can track the return status via their Zalora account.

Complaints Handling

Customer Service: Zalora has a customer service team that handles complaints related to damaged, faulty, or incorrect items. Complaints can be raised via email, live chat, or the help center.

Damaged/Incorrect Products: If the received item is faulty or incorrect, customers can raise a complaint within 30 days and are eligible for a full refund or replacement. Zalora may request photos of the damaged item as proof.

Late/Non-Delivery Complaints: For any delays in delivery, customers can contact the customer service team for tracking updates or to initiate a refund if the item is lost.

Return Shipping Costs

Free Returns: Zalora generally offers free return shipping for most items. The prepaid label provided as part of the return process covers the cost of shipping for the return.

Marketplace Returns: Return shipping costs for Marketplace products (from third-party sellers) might differ and could be borne by the customer, depending on the seller's return policy.

Refund Time Frame

Refunds typically take 5-10 business days after the returned item is received and inspected. If a customer opts for Zalora Wallet credit, the refund is usually processed faster.

Exchange Policy

Zalora does not offer direct exchanges. If a customer wants to exchange an item for a different size or color, they need to return the original item for a refund and place a new order.

Delivery Particulars

Zalora Malaysia (Zalora.my) has a range of delivery options, with costs varying depending on the order value, location, and delivery method chosen. Here’s an overview of the delivery costs:

Standard Delivery

Within West Malaysia:

• Delivery is free for orders above RM99.
• For orders below RM99, a delivery fee of approximately RM10 is charged.

Within East Malaysia (Sabah & Sarawak):

• Delivery is free for orders above RM99.
• For orders below RM99, a delivery fee of approximately RM10–RM20 may be charged, depending on the size and weight of the package.

Express Delivery

Express delivery may be available for certain regions (usually major cities like Kuala Lumpur), and it typically comes with an additional fee. Delivery charges for express service may range from RM15 to RM20. Items usually arrive within 1–2 business days when express delivery is selected.

Zalora Marketplace Items

Marketplace items (sold by third-party sellers) may have different delivery costs and time frames. Delivery charges and eligibility for free shipping will be displayed on the product page or at checkout.

International Shipping

Zalora Malaysia also ships internationally, and the cost of shipping will depend on the destination. Shipping fees and estimated delivery times are usually calculated during checkout.

Delivery Time Frames

West Malaysia: Standard delivery usually takes 1–3 business days.

East Malaysia: Delivery to East Malaysia may take around 3–5 business days.

Promotions & Free Delivery Offers

Zalora frequently runs promotions where they offer free shipping, even for orders below RM99. These offers are often tied to specific events, sales, or during holidays. Signing up for the Zalora newsletter or checking their promo codes section can sometimes unlock free shipping offers.

Existing Deals and Discounts

Zalora Malaysia frequently offers various deals, discounts, and promotions, especially during seasonal sales or special events. Here are some of the current types of deals and discounts you can expect to find at Zalora.my:

New User Discount

Zalora often offers a 15%–25% discount for new users on their first purchase. You can typically claim this discount by signing up for their newsletter or creating a new account.

Seasonal Sales

End-of-season sales, mid-year sales, and year-end clearance events often feature discounts of up to 70% on fashion items, footwear, and accessories. 11.11 Singles' Day, 12.12 Sale, Black Friday, and Cyber Monday are popular events where shoppers can enjoy major discounts across various categories.

3. Flash Sales

- Zalora frequently runs flash sales, offering limited-time discounts (up to 60%-80% off) on selected brands and products. These deals are typically available for a few hours or a day.

4. Promo Codes

- Zalora provides promo codes on their website or via email, which can offer additional discounts, such as: - 10%–20% off for specific categories like shoes, dresses, or beauty products. - Free shipping codes for orders below a certain threshold.

5. Brand-specific Discounts

- Popular brands like Adidas, Nike, Mango, and Calvin Klein often have exclusive discounts up to 50% off.

- Some designer brands or premium collections may be available at a discounted price during special promotions.

6. Buy 1 Get 1 Free (B1G1)

- Occasionally, Zalora runs Buy 1 Get 1 Free or Buy 2 Get 1 Free offers on selected items such as shoes, clothing, and accessories.

7. Zalora Wallet Credit Promotions

- By opting for a refund through the Zalora Wallet, customers can receive bonus credits or cashback, sometimes as much as 10% extra on their refund.

8. Payment-Specific Discounts

Zalora often partners with banks or e-wallets to offer exclusive discounts when customers pay with certain methods, such as: - RM30 off for purchases made using specific credit cards. - 10%–20% cashback when using e-wallets like Touch 'n Go or GrabPay.

9. Free Shipping Promotions

- Zalora occasionally offers free shipping with no minimum spend as part of special promotions. Checking during sales events or festive seasons can help you take advantage of this offer.

10. Discount on App Purchases

- Zalora encourages app downloads by offering exclusive discounts for orders placed through their mobile app. This can be an extra 10%-15% off in addition to ongoing sales.