Zalora tracking

What is Zalora?

Zalora is Southeast Asia's leading online fashion and lifestyle e-commerce platform, founded in 2012 by Magnus Grimeland Paulo Campos, Cooper McGuire, and Peter Kopitz. The company was incubated by Rocket Internet the German startup factory known for replicating proven e-commerce models in high-growth markets, and launched its first operations in March 2012. Headquartered in Singapore, Zalora carries over 50,000 products from more than 3,000 brand partners, including H&M, Calvin Klein, Adidas, Coach, Guess, Dyson, Levi's, FILA, and Love Bonito, spanning apparel, footwear, accessories, beauty, pre-loved items, and lifestyle categories.

The platform's early development was closely connected to Rocket Internet's strategy of building parallel fashion e-commerce ventures in multiple high-growth markets simultaneously. Rocket Internet launched Dafiti in Latin America, Lamoda in Russia, The Iconic in Australia and New Zealand and Jabong in India using the same operational blueprint at roughly the same time. In 2014, Rocket Internet and co-investor Kinnevik consolidated their regional fashion ventures under a new holding entity called Global Fashion Group , GFG, incorporated in Luxembourg and headquartered in London. Zalora became a core operating brand within GFG's portfolio alongside The Iconic and Dafiti, gaining access to shared technology infrastructure and coordinated capital resources.

The mid-2010s brought a period of strategic retrenchment. In 2016, Zalora sold its Thailand and Vietnam operations to Central Group, a major Thai retail conglomerate, citing difficulty competing in those specific markets. In February 2017, Zalora sold a 49% stake in its Philippines operations to the Ayala Group, a prominent Philippine conglomerate, while also reducing its direct footprint in Indonesia. In July 2019, parent company GFG listed on the Frankfurt Stock Exchange under the ticker GFG, introducing greater institutional oversight and financial transparency. In 2021, Zalora launched Z-Live, a streaming-based shopping feature for real-time interaction between brands and consumers.

• Founded: 2012, with the first operations launched in March 2012 in Ho Chi Minh City, Vietnam
• Founders: Magnus Grimeland Paulo Campos, Cooper McGuire, and Peter Kopitz
• Origin: Incubated by Rocket Internet Germany
• Headquarters: Singapore
• Parent company: Global Fashion Group (GFG), incorporated in Luxembourg and headquartered in London, UK
• Stock listing: GFG listed on the Frankfurt Stock Exchange in July 2019 under the ticker GFG
• Current CEO: Felipe Garcia Alvarez
• Product catalog: Over 50,000 products across fashion, footwear, accessories, beauty, pre-loved items, and lifestyle categories
• Brand partners: Over 3,000 brands, with more than 200 brand partners engaged in campaigns annually
• Warehousing capacity: Over 4.5 million unique items, with inbound and outbound throughput of up to 100,000 items per day

Zalora's market position differs from general-purpose marketplaces such as Shopee and Lazada through its dedicated focus on curated fashion and lifestyle brands, proprietary logistics infrastructure, and a B2B fulfillment arm operating under the "Operations by GFG" umbrella. This B2B offering allows brand partners to use Zalora's network to fulfill orders across multiple Southeast Asian platforms simultaneously. The platform also incorporates AI-driven fashion recommendations, visual search features, and a live shopping function, reflecting sustained investment in technology-driven retail capabilities.

Which countries does Zalora deliver to?

Zalora currently operates dedicated localized storefronts across six markets in Southeast Asia and East Asia. The active markets are Singapore, Malaysia, Brunei, Hong Kong, the Philippines, and Indonesia. Brunei is served through Malaysian operations rather than a separate fulfillment hub. Each market has its own localized website, accepted payment methods, designated logistics partner network, and customer support portal, reflecting the distinct regulatory environments and consumer conditions across the region.

The company's regional fulfillment infrastructure is organized around three main hubs. A major distribution center in Kuala Lumpur, Malaysia handles orders for Singapore, Malaysia, Brunei, and Hong Kong. Dedicated fulfillment facilities operate separately in the Philippines and Indonesia to serve those markets locally. In Singapore, a warehouse is located at Joo Koon. The combined capacity across these facilities exceeds 4.5 million unique items, with daily inbound and outbound throughput reaching up to 100,000 items.

• Singapore: Active market with standard and express delivery options, pickup at 72 7-Eleven locations island-wide, and POPStation automated lockers at MRT stations and shopping malls
• Malaysia: Active market with standard and express delivery, served from the Kuala Lumpur distribution center via NinjaVan, Pos Laju, TA-Q-BIN, and CollectCo
• Brunei: Served from Malaysian operations, with international handling fees applicable on eligible orders
• Hong Kong: Active market served from the Kuala Lumpur distribution center
• Philippines: Active market with a dedicated local fulfillment hub, served by LBC Express, 2GO, Entrego, DHL, and 7-Eleven pickup points
• Indonesia: Active market with a dedicated local fulfillment hub
• Markets no longer directly served: Thailand and Vietnam, both sold to Central Group in 2016

Zalora does not offer direct cross-border international shipping to countries outside its active markets. Each storefront ships only within its respective country, and there is no mechanism at checkout to route a parcel to an unsupported destination. Customers wishing to send Zalora purchases to countries outside these six markets must use third-party parcel forwarding services or personal shopping agents, with customs declarations and applicable duties remaining the customer's responsibility in those cases.

What are the Zalora services and delivery times?

Zalora offers several delivery service tiers across its operating markets, with availability differing by country. Standard delivery is the baseline option and is available in all markets. Express delivery provides next-working-day service when an order is placed before a specific cutoff time shown at checkout, and carries an additional fee in applicable markets. Same-day delivery is available in select locations. The ZVIP subscription service, operated in partnership with NinjaVan, extends delivery to weekend days, unlike all standard tiers which are restricted to working days only.

Deliveries across all standard service tiers are made on working days only, with weekends and public holidays excluded from the delivery schedule. Couriers make a maximum of three delivery attempts for each shipment before returning the package to the Zalora warehouse. During peak shopping seasons such as Black Friday or year-end sales periods, all delivery timeframes may be extended due to elevated order volumes. Customers can estimate delivery time for a specific address by entering their postcode on any product description page at checkout.

• Standard delivery in Singapore: Typically 1 to 3 business days, often fulfilled within 24 hours for in-stock items
• Standard delivery in Malaysia: Approximately 3 to 7 business days from dispatch
• Regional delivery range: 1 to 7 business days in most cases, with up to 20 business days for the widest range of product types and sellers across all markets
• Express delivery: Next working day if ordered before the published cutoff time at checkout, with an additional fee of approximately $11.90 for Peninsular Malaysia prepaid orders
• Same-day delivery: Available in select locations within certain markets
• ZVIP next-day delivery: Subscription-based premium service in partnership with NinjaVan, covering weekend deliveries not available under standard tiers

Each delivery driver in Singapore handles approximately 100 parcels per day, completing roughly one delivery every five minutes. Zalora Express tracking coverage spans Singapore, Malaysia, Indonesia, and the Philippines, including regional cities such as Davao, Zamboanga, and Cebu. If a delivery attempt is unsuccessful, the courier will retry on subsequent working days up to a total of three attempts before the parcel is returned to Zalora.

What are the Zalora rates and maximum dimensions accepted?

Zalora calculates shipping fees based on the destination market and the total order value, with free shipping thresholds applied on a per-market basis. In Singapore, standard delivery is free on orders above approximately $59. In Malaysia, express delivery carries an additional fee of approximately $11.90 for Peninsular Malaysia on prepaid orders. In Brunei, orders with a total value exceeding $5,000 are subject to a 2% tax applied to the order amount.

In the Philippines, the Bureau of Customs mandates flat fees on overseas orders processed through the platform. A flat fee of $50 applies to orders under $2,000 in total declared value, while a fee of $1,495 applies to packages with a declared total value exceeding $20,000. These charges are set by Philippine customs regulations and are not determined by Zalora. For items shipped from overseas sellers to customers in Malaysia or Brunei, a non-refundable international handling fee may appear at checkout.

• Singapore free shipping threshold: Orders above approximately $59 qualify for free standard delivery
• Malaysia express delivery surcharge: Approximately $11.90 for Peninsular Malaysia prepaid orders
• Brunei tax threshold: A 2% tax applies to orders exceeding $5,000 in total value
• Philippines Bureau of Customs flat fee (standard): $50 on overseas orders under $2,000 in declared value
• Philippines Bureau of Customs flat fee (high-value): $1,495 on overseas packages with a declared total value exceeding $20,000
• International handling fee: Non-refundable fee may apply to overseas seller shipments destined for customers in Malaysia or Brunei
• B2B One-Stock Solution: No capital expenditure or setup fees, with charges determined by items and orders fulfilled

Specific weight and dimension limits for individual consumer parcels were not publicly disclosed in Zalora's available documentation. Shipping fees and international handling fees are explicitly non-refundable under Zalora's returns policy. Voucher codes applied during a purchase are also non-refundable, with refunds issued only for the final cash amount paid by the customer.

What are the Zalora delivery options?

Customers can receive deliveries at a registered home or delivery address via Zalora's third-party courier partners. The courier assigned to each shipment depends on the market and service tier selected at checkout. In Malaysia, logistics partners include TA-Q-BIN, NinjaVan, Pos Laju, and CollectCo. In Singapore, deliveries are handled by SingPost and NinjaVan. In the Philippines, orders are fulfilled by LBC Express, 2GO, Entrego, and DHL, with 7-Eleven stores also available as both delivery and collection points.

In Singapore, two additional collection alternatives exist beyond standard home delivery. Customers can pick up their orders at any of 72 7-Eleven convenience stores located across the island. They can also use POPStation automated lockers, which are positioned at MRT stations and shopping malls and operate around the clock. Customers receive a SingPost notification when their parcel has arrived at a POPStation location and is ready for collection. In the Philippines, 7-Eleven stores serve an equivalent role as designated pickup points.

• Home delivery: Standard delivery to a registered address via courier partners, available across all active markets
• 7-Eleven pickup in Singapore: Collection at any of 72 7-Eleven locations across the island
• POPStation lockers in Singapore: 24/7 automated lockers at MRT stations and shopping malls, with SingPost notification sent when the parcel is ready
• 7-Eleven pickup in the Philippines: In-store collection at 7-Eleven locations, tracked with an alphanumeric code beginning with ZL and ending with PH
• Fulfilled by Zalora (FBZ): B2B logistics solution for marketplace brand partners providing wider Southeast Asian coverage and faster delivery

If no one is available to receive a delivery, the courier will attempt redelivery up to a maximum of three times before returning the package to Zalora. Customers who miss all attempts should contact Zalora customer support to arrange redelivery or an alternative collection method. Zalora's returns infrastructure also includes over 10,000 drop-off centers across five markets, which customers can use to send back items without requiring a courier pickup at their address.

What should I do if my Zalora parcel is lost or damaged?

For customers who receive a damaged item or encounter an unresolved order issue, Zalora's returns and refund system is the primary resolution path. The standard return window is 30 days from the date of receipt for most product categories. For modest wear items and pre-loved or fine jewelry products, this window is reduced to 7 days from the date of receipt. To begin a return, customers log into their account, navigate to My Orders, and select the Exchange/Return Item option for the relevant order.

Items must be returned in original packaging with tags intact and attached, unwashed and unworn. Beauty products must be returned unopened and unused. Certain brand-specific conditions also apply, such as brand sticker requirements for items from Lubna, Zalia, Zalia Basics, and Nurita Harith. Once Zalora's warehouse receives and processes the returned item, a step that typically takes 1 to 2 working days, the refund is issued according to the original payment method used for the purchase.

• Standard return window: 30 days from the date of receipt for most product categories
• Reduced return window: 7 days from the date of receipt for modest wear, pre-loved items, and fine jewelry
• Store credit refunds: Processed in 1 working day after the warehouse receives the return
• Bank transfer and credit/debit card refunds: 1 day plus 3 to 5 additional business days
• GrabPay refunds: 1 day plus 1 to 3 business days
• AlipayHK and PayMe HK refunds: 1 to 2 days after warehouse processing
• Maybank instalment refunds: 1 day plus 7 to 9 additional business days
• Atome refunds: 1 day plus 5 days plus a further 5 to 7 business days
• Cash on Delivery refunds: Issued as bank transfer or store credit
• Non-refundable charges: Shipping fees, international handling fees, and any voucher codes applied during purchase

For orders that have not arrived at all, customers should contact Zalora customer support directly to investigate the shipment status. Support is reachable through account-based chat, email, and country-specific phone lines, with the Singapore number being +65 3157 5555. Separate support portals operate for Singapore, Malaysia, Philippines, and Hong Kong. Zalora applies a Fair Use Policy that monitors accounts for unusual return patterns and may suspend accounts with excessive return rates. Customers can contact support to dispute any such suspension.

Does Zalora handle international shipments and customs formalities?

Zalora does not offer direct international shipping. Each country storefront operates exclusively within its own national borders, meaning that a customer in Singapore cannot route a Zalora order to Vietnam, Australia, the United States, or any other country outside the platform's active markets. This applies across all service tiers and product categories, regardless of the brand or seller involved, and there is no option at checkout to direct a parcel to an unsupported country.

Customers who need to send Zalora purchases to countries outside the platform's active markets can use third-party parcel forwarding services or personal shopping agents. One documented example of such a service provides customers with a Singapore-based local delivery address, consolidates packages from multiple purchases, and arranges onward international shipping to destinations including Vietnam, Australia, the United States, and the United Kingdom. In this scenario, the customer is responsible for accurately declaring item values to customs authorities. Applicable duties and taxes vary by destination country and are not managed by Zalora.

• International shipping policy: No direct international shipping is available from any Zalora country storefront to destinations outside its active markets
• Parcel forwarding: Third-party forwarding services can be used for international destinations, with the customer responsible for customs declarations and applicable duties
• Philippines Bureau of Customs fees: A flat fee of $50 applies to overseas orders under $2,000 in declared value, rising to $1,495 for packages with a declared total value exceeding $20,000
• Brunei tax: A 2% tax applies to orders exceeding $5,000 in total value
• International handling fee: A non-refundable fee may apply to items shipped from overseas sellers to customers in Malaysia or Brunei
• East Malaysia air freight restriction: Dangerous goods including aerosols, perfumes, flammable liquids, and lithium-ion batteries cannot be shipped by air to East Malaysia

Within Zalora's own active markets, some cross-border handling does occur when items are sourced from overseas sellers. In these cases, a non-refundable international handling fee may be applied at checkout for customers in Malaysia or Brunei. In the Philippines, customs fees are determined by the Bureau of Customs based on the total declared value of overseas orders. In East Malaysia, air transport regulations impose category restrictions on certain dangerous goods, affecting which product types can be shipped to that region.

Understanding tracking statuses

Customers can track their Zalora orders by logging into their account and navigating to Account followed by My Orders. Once an order has been dispatched from the warehouse, a Track Package button appears for each item in the order. Tracking numbers typically become available within approximately 24 hours of the shipping notification email. Third-party tracking is also supported through services .

Tracking number formats differ by logistics partner. In Malaysia, Pos Laju uses a 13-character alphanumeric format, CollectCo uses 12 numerical digits, and NinjaVan uses 10 numerical digits. In the Philippines, orders collected via 7-Eleven are identified with an alphanumeric code beginning with ZL and ending with PH. When a logistics partner scans a parcel at pickup, the tracking status in Zalora's system updates automatically, providing real-time visibility at each stage of the shipment.

The following table lists the main order and tracking statuses that may appear in a Zalora account and explains what each one means at that point in the order lifecycle.