Returning Zalora Orders In Brunei: A Step-By-Step Guide

Zalora is Asia's leading online fashion, beauty, and lifestyle destination, with a presence in several Southeast Asian countries, including Brunei. The platform offers a wide range of products from international and local brands, including apparel, shoes, accessories, and beauty items. With an easy and customer-centric approach, Zalora provides a seamless shopping experience, including straightforward returns and refunds. In this article, we will focus on the return process for Zalora orders in Brunei, covering the steps, methods, and key considerations for customers.

Fill out the online return form

To return your Zalora items in Brunei, you'll need to fill out the online return form. This is a paperless process, so you won't need to print anything out. Here's a step-by-step guide on how to do it:

Step 1: Access the Online Return Form

Go to the Zalora website and log in to your account. Find the "Returns" section, usually located within your account settings or order history. Here, you'll find the online return form.

Step 2: Provide Order Information

Locate your order number and the details of the item(s) you wish to return. You will need to input this information into the online return form. The order number can be found on your order confirmation email or in your Zalora account order history.

Step 3: Select Return Reason

On the form, you will be asked to provide a reason for your return. Common reasons include "Changed Mind," "Wrong Size," "Faulty Item," or "Damaged in Transit." Select the option that best describes your reason for returning.

Step 4: Choose Return Method

Zalora may offer multiple return methods, such as a return pick-up or drop-off at a designated location. Make sure to select your preferred return method on the form. If you choose a drop-off, you will be provided with the nearest drop-off locations and their operating hours.

Step 5: Provide Additional Information

Depending on your reason for returning, you may be asked to provide additional information. For example, if the item is faulty or damaged, you may need to describe the issue in detail or even provide photos. Be as thorough as possible to help Zalora process your return request promptly.

Step 6: Submit the Form

Once you have carefully filled out all the required fields, review your information for accuracy. Then, submit the online return form. You should receive a confirmation email or notification from Zalora acknowledging the receipt of your return request.

Remember to initiate the return process within 30 days of receiving your order, as this is the timeframe Zalora allows for free and easy returns. Keep the confirmation email and any other relevant information handy for your records until the return process is complete.

Re-package items in Zalora or brand's original packaging

To return Zalora items in Brunei, you can opt for a paperless return drop-off with SF Express - Jifee. When re-packaging your items, you can place them in the original Zalora product packaging if you still have it. If not, you can use the brand's original packaging, ensuring that it is resealed and labelled with your order number.

It is important to note that returnable items must be in their original packaging, with tags still attached and unopened/unused. This applies to items under the lifestyle category or if you are requesting a size change.

When dropping off your return package, you will need to fill out an online returns form and select drop-off as your preferred method of return. You will then be guided to a Zalora partner drop-off site, where you will be given a form to fill out with specific details. Hand over your return package at the counter, ensuring you keep the acknowledgement receipt as proof of your return.

The return tracking number, which can be found on the return label or receipt, is essential for tracking your returned items. You will be notified once your return package has been received and processed by Zalora.

Return via rider, drop-off, or post

Returning your Zalora items in Brunei is simple and can be done in several ways: by rider, drop-off, or post. Here is a detailed guide on how to do it:

Return via Rider

If you prefer the convenience of a rider picking up your return, you can opt for the Zalora Express Return Pick-Up service. Simply fill out the online return form, indicating your preferred return address and date. On the selected date, a rider will come to collect your package. This option provides a hassle-free way to return your items without having to leave your home.

Drop-Off at Partner Locations

Zalora also offers the option of dropping off your return packages at their partner locations. The steps for this method are as follows:

• Fill out the online return form, selecting "drop-off" as your preferred method.
• Head to any of the designated Zalora partner drop-off sites, such as Click & Connect sites or partner branches.
• At the drop-off location, fill out the necessary details on the form provided by the branch clerk.
• Hand over your return package at the counter, along with the completed form.
• Don't forget to keep the acknowledgement receipt as proof of your return and make a note of the package tracking number.

Return by Post

If you prefer to return your items by post, you can do so by following these steps:

• Repackage your items in the original Zalora or brand packaging, making sure to include your order number.
• Attach the return label, which can be found on your receipt or the return section of your account, to the package.
• Send your package back to Zalora using a postal service of your choice.
• Keep the tracking number for your reference, so you can monitor the status of your return.

Regardless of the return method you choose, always ensure that you initiate the return process within 30 days of receiving your order. Additionally, keep in mind that some items may be non-exchangeable or non-refundable, so it's essential to check Zalora's return policy before initiating a return.

Await email notification

After you have filled out the online return form and dropped off your package at a Zalora Click & Connect site, a partner branch, or handed it over to the Zalora rider, you will need to await email notification from Zalora. This will inform you that your returned item has arrived at the warehouse and has passed their quality checks.

The time it takes for your return package to reach the warehouse depends on where it is coming from. If you are in Metro Manila, it will take 5-7 working days, in other areas of Luzon, 7-9 working days, and in Visayas and Mindanao, 10-12 working days.

Once your package has arrived at the warehouse, you will receive an email notification. This will confirm that your item has been received and will be processed by Zalora.

You can also track your return package by using the tracking number provided on your receipt. This can be done through the courier's website or through the ParcelsApp.com.

It is important to keep the acknowledgement receipt as proof of your return and to take note of the package tracking number.

Contact customer service to cancel a return request

If you need to contact customer service to cancel a return request, you can do so via the live chat function on the ZALORA website, which is available from 9 am to 6 pm. You can also send an email to [email protected].

When you contact customer service, be sure to provide your order number, your name and address, and details of the item(s) you wish to return, including the reason for the return. You may also be asked to provide the documents that were delivered with your order.

It's important to note that cancellation is only available for orders that have not yet been packed. If your order has already been packed, you will need to follow the standard return process as outlined on the ZALORA website.

Additionally, keep in mind that ZALORA's customer service team operates during standard business hours, which are 9 am to 6 pm, excluding Saturdays, Sundays, and gazetted public holidays in Malaysia.

Frequently asked questions