Luxury Related Inquiries

For items sold by ZALORA, luxury items are placed in plastic, inserted in a ZALORA dustbag, and then double-boxed with paper fillers for secure delivery.

If the supplier provides boxing, you may receive the brand’s original box inside a ZALORA brown box. Otherwise, a premium ZALORA box will be used before being packed in the brown box.

Seller luxury items are packed according to the Seller’s practices. The use of the brand’s dust bag depends on the Seller or product, but no paper bags will be included in the packaging.

No, ZALORA is not responsible for or has control over how items are packaged on the Seller’s end. However, ZALORA ensures that Sellers provide necessary packaging for a complete luxury experience.

Each item is packed securely to prevent damage. For added security and anonymity, regular transportation is used to ship all luxury items, and no special tagging or information will indicate the parcel’s high value.

You are advised to contact ZALORA’s Customer Service Team so they can investigate the issue. Separately, we do offer returns within our return policy.

If you receive any defective, wrong, or incomplete/missing items, contact customer@sg.zalora.com within 7 days of delivery. You will need to send an unboxing video of the whole package and affected items, along with your order number and details of the issue.