How to Cancel an Order in Zalora: A Step-by-Step Guide

A Guide on How to Cancel an Order in Zalora

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Ops, have you ordered what you don’t need or just changed your mind about what you ordered? Don’t worry; we’ve got you covered! We understand that sometimes our shopping preferences can change, so we’re here to help you with a hassle-free solution. In this comprehensive guide, we’ll walk you through the simple process of how to cancel an order in Zalora, Asia’s leading online fashion and lifestyle retailer.

Whether you’ve decided to go for a different style, found a better deal, or realized you accidentally ordered the wrong size, Zalora allows customers to cancel orders before they are processed for shipping. This guide provides a clear set of steps that you can follow to achieve your desired outcome. Avoid unwanted purchases and ensure your shopping experience with Zalora remains enjoyable and convenient.

So, if you find yourself in a situation where you need to cancel an order, fear not! Read on to discover the step-by-step instructions on how to cancel an order in Zalora user-friendly platform.

What is Zalora?

Zalora is a retailer that operates online and offers fashion and lifestyle products in various countries in Asia, including Singapore, Malaysia, Indonesia, the Philippines, Hong Kong, Taiwan, and Brunei. It is one of the leading e-commerce platforms in the region, offering a wide range of products such as clothing, shoes, accessories, beauty products, and more from well-known and local brands.

Zalora’s platform serves as an online marketplace where customers can browse an extensive range of products from well-known brands and local designers. The company aims to provide a convenient and enjoyable online shopping experience to fashion enthusiasts in the Asian region.

Critical features of Zalora include:

  1. Extensive Product Selection: Zalora has a diverse selection of products that can satisfy various tastes and styles. For men, women, and kids.
  2. Multiple Payment Options: Customers have various payment options, such as credit and debit cards, online banking, e-wallets, and cash-on-delivery (in select countries).
  3. Fast and Reliable Delivery: Zalora is known for its prompt delivery services, ensuring customers receive their orders promptly.
  4. Easy Returns and Exchanges: Zalora provides a straightforward return and exchange policy, allowing customers to return or exchange items they are unsatisfied with within a specified period.
  5. Fashion Inspiration: The platform often showcases curated collections, fashion editorials, and style guides to inspire shoppers and help them discover new trends.



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Can you Cancel an Order on Zalora? 

Yes, you can.

Zalora allows customers to cancel an order under specific conditions. The ability to cancel an order is generally available before the order is processed for shipping. Once the order has been processed and shipped, cancellation might not be possible. Therefore, it is crucial to act promptly if you wish to cancel an order on Zalora.

Customers can typically initiate the cancellation process through their Zalora account on the website or mobile app. The specific cancellation window may vary depending on the country’s policies and the type of products ordered. It is important to note that customized or personalized items may not be eligible for cancellation. Additionally, in some cases, if an order contains products from multiple sellers, the ability to cancel certain things within the order may vary based on the seller’s policies.

How to Cancel an Order in Zalora

To cancel an order on Zalora, you can follow a simple process through either the Zalora mobile app or the desktop website. Both methods provide a user-friendly experience, making it convenient for customers to manage their orders efficiently.

Through the Zalora Mobile App:

    • Open the Zalora app on your smartphone or tablet and log in to your account.
    • Go to the “My Orders” or “Order History” section to view your recent purchases.
    • Find the order you wish to cancel and click on it to view the order details.
    • If the order is still eligible for cancellation (before processing for shipping), you should see an option to “Cancel” or “Request Cancellation.”
    • Follow the on-screen instructions to confirm your cancellation request.

Through the Zalora Desktop Website:

    • Visit the Zalora website and log in to your account using your credentials.
    • Access your recent orders in the “My Orders” or “Order History” section.
    • Locate the specific order you want to cancel and click on it to view the order details.
    • If the order is still eligible for cancellation, you should see an option to “Cancel” or “Request Cancellation.”
    • Follow the prompts and provide any necessary information to proceed with the cancellation.

How to Contact Zalora Customer Care

If you cannot cancel an order on Zalora yourself or encounter any issues with your purchase, it’s essential to contact Zalora’s customer care for assistance. You can contact Zalora’s customer support through the following methods:

  1. Customer Support Page: Visit Zalora’s official website and look for their customer support or contact page. You will find various options to contact their support team, such as live chat, email support, or a contact form.
  2. Email Support: You can email Zalora’s customer support team detailing your issue and provide them with relevant order information. Zalora’s customer support email address is on their website’s contact page.
  3. Live Chat: Many e-commerce websites, including Zalora, offer live chat support. You can find the live chat option on Zalora’s website or app and chat directly with a customer support representative.
  4. Phone Support: Depending on your location and Zalora’s policies, they might provide a customer support phone number that you can call for assistance. Check their website or contact page for any available phone numbers.

When contacting customer care, provide relevant details such as your order number, account information, and a clear description of your issue. Being specific and concise will help the support team better understand your situation and provide a prompt and helpful resolution.


  1. Can I reject my order in Zalora?

Customers can reject an order at any time before delivery. If the parcel is refused upon delivery, it will be considered a failed delivery order, and the item will be returned to the seller.

  1. What is Zalora’s cancellation policy?

Don’t worry if the item doesn’t fit or you change your mind. You can exchange or return it for a refund within 30 days of delivery.


Now you know how to cancel an order in Zalora hassle-free through the app or desktop. Remember to act promptly before the order is processed for shipping to ensure successful cancellation. If you encounter any issues, Zalora’s customer care is just a click or call away, ready to assist you. Moreover, if the item doesn’t fit or you change your mind, don’t fret—Zalora’s flexible exchange and return policy allows you to make changes within 30 days after delivery. Enjoy a stress-free online shopping experience with Zalora, where your satisfaction is a top priority! Happy shopping!

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