Frequently Asked Questions

What is my order status?

Thank you for shopping with Lazada Philippines. At Lazada, we bring convenience, competitive prices, and all the latest gadgets to become the only destination for all your shopping needs.

To check the status of your order, please go to www.lazada.com.ph/orderstatus

How do I track my order?

You can track your order ONLINE 24 hours/7 days by following these steps:

  1. Go to www.lazada.com.ph/orderstatus.
  2. Enter your Order Number and the Email Address you used when placing the order.
  3. Press "Check Now" to process.

Note: Our system will be updated daily to provide you with your order status. Please check again tomorrow for further updates and please understand that there maybe further delays in updating the system.

How to place an order?

For full instruction, click here http://www.lazada.com.ph/how-to-buy/


How can I order without account on lazada.com.ph?

It's easy to create an account on lazada.ph. You can register directly on the website or choose “continue without password” and provide a valid email address to process the order.

How to order for corporate/bulk?

For corporate/bulk orders, please refer to this link www.lazada.com.ph/business-corporate.

Can I have a lower price for corporate / bulk orders?

It's determined by several factors, and price is under the discretion of corporate sales team.

Can I call Lazada to place an order?

Yes, you can call Customer Service for assistance in placing an order. We can place the order for you over the phone if your preferred method is Cash on Delivery (COD).

Customer Service Team is open:

  • Mon-Fri: 8 am to 9 pm
  • Sat-Sun: 9 am to 6 pm
  • Public Holidays: 9 am to 6 pm
Can I place items on hold?

Sorry, we do not offer this option.

How do I use a voucher?

Vouchers can only be used during the check-out process. On the "How would you like to pay?" page during check-out, you may include a maximum of one voucher code at the right side of the page. You may find it under "Order summary" and below "Total". You need to be logged in to your account to use a voucher. Kindly make sure to check that the voucher has been applied to your purchase before submitting the order.

Please also note that vouchers sometimes have a minimum spend associated to them and as such might cause your code to be invalid depending on the size of your shopping cart.

How can I change delivery address for my existing order?

Please contact us immediately by calling our Customer Care Team on (02)795 8900 (Mon-Fri: 8:00 AM to 9:00 PM | Sat-Sun and Public Holidays: 9:00 AM to 6:00 PM).

How can I cancel my order / an item?

Please contact us immediately by calling our Customer Care Team on (02)795 8900 (Mon-Fri: 8:00 AM to 9:00 PM | Sat-Sun and Public Holidays: 9:00 AM to 6:00 PM).

How can I change the item for my existing order?

We are unable to change the item/s within the system. However, we can cancel your current order afterwhich you may place a new order. Please call our Customer Care Team immediately on (02)795 8900 (Mon-Fri: 8:00 AM to 9:00 PM | Sat-Sun and Public Holidays: 9:00 AM to 6:00 PM) so we can cancel your order.

How can I change my phone number for my existing order?

Please contact us immediately by calling our Customer Care Team on (02)795 8900 (Mon-Fri: 8:00 AM to 9:00 PM | Sat-Sun and Public Holidays: 9:00 AM to 6:00 PM).

How can I change payment method for my existing order?

We are unable to change the payment method used within the system. However, we can cancel your current order afterwhich you may place a new one using your desired payment method. Please call our Customer Care Team immediately on (02)795 8900 (Mon-Fri: 8:00 AM to 9:00 PM | Sat-Sun and Public Holidays: 9:00 AM to 6:00 PM) so we can cancel your order.

How can I change recipient for my existing order?

Please contact us immediately by calling our Customer Care Team on (02)795 8900 (Mon-Fri: 8:00 AM to 9:00 PM | Sat-Sun and Public Holidays: 9:00 AM to 6:00 PM).

The item I received is not working what do I do now?

If the item you received is not working properly, please check the product manual for basic troubleshooting steps.

If after troubleshooting, the item is still not working we will be happy to exchange the items or offer you a refund. Please refer to www.lazada.com.ph/returns for the complete Return Policy.

How do I report a defective item?

If the item you received is not working properly, please check the product manual for basic troubleshooting steps.

If after troubleshooting, the item is still not working we will be happy to exchange the items or offer you a refund. Please refer to www.lazada.com.ph/returns for the complete Return Policy.

I received my order, but its missing a part. Do I get a new part or will I get a replacement unit and who will bear the cost?

We will process your replacement, part(s) or the whole unit, based on what you have indicated in the return form. We will also reimburse the courier charges to you together with your refund/store credit. If the missing part is not bundlled/attached we will notify you and send the item back to you. We will not reimburse your courier charges.

How do I report an incomplete order?

Once you have received the order, check the items and quantities that are missing or incorrect and send us an email at www.lazada.com.ph/contact or call our Customer Service Team on (02) 795 8900 (Mon-Fri: 8 am to 9 pm | Sat-Sun and Public Holidays: 9 am to 6 pm) and we'll be more than happy to assist you.

What if I'm not happy with the item received?

If for any reason you are unsatisfied with your order, you can return the item and we'll be happy to exchange the items or offer you a refund. Please refer to www.lazada.com.ph/returns for the complete Return Policy.

I received my order, but it isn't working like how its suppose to.

If the parts / item you received is not working properly, please check the product manual for basic troubleshooting steps.

If after troubleshooting, the item is still not working we will be happy to exchange the items or offer you a refund. Please refer to www.lazada.com.ph/returns for the complete Return Policy.

What I saw and purchased is completely different to what I've received.

If the goods you receive are different, or not what you originally ordered. We will be happy to exchange the items or offer you a refund. Please refer to www.lazada.com.ph/returns for the complete Return Policy.

I received the wrong item, what should I do?

If the goods received are not what you originally ordered we will be happy to exchange the items for you. Please refer to www.lazada.com.ph/returns for the complete Return Policy.

My item arrived damaged, what do I do now?

If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund. Please refer to www.lazada.com.ph/returns for the complete Return Policy.

How do I report a damaged item?

If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund. Please refer to www.lazada.com.ph/returns for the complete Return Policy.

Is there somewhere I can go to view the product prior to purchasing?

Lazada is an online shopping mall; we do not have a physical store or branch. We do not have a physical retail store and for safety reasons we can not let customers in the warehouse. For questions regarding the products, do not hesitate to contact us at www.lazada.com.ph/contact.

How much is the shipping fee?

Lazada offers FREE shipping nationwide for orders Php 1,000 and above.

For orders below Php 1,000, standard shipping rates apply:

  • Metro Manila – Php 55
  • Outside Metro Manila – Php 99

Large/heavy items may incur a shipping charge. This will be indicated on the product page and will be calculated for you during checkout.

For other shipping & Delivery inquiries, you can also refer to www.lazada.com.ph/shipping.

How long is delivery?
  • For orders within Metro Manila, delivery is within 1-5 business days
  • For orders outside Metro Manila, delivery is within 5-10 business days.

*** In case of weather disturbances and other natural calamities, please refer to the website for updates as lead time may vary.

Do Lazada deliver in our area?

Lazada delivers nationwide within the Philippines in partnership with LBC and 2GO.

  • For orders within Metro Manila, we deliver within 5 business days upon finalizing the full payment.
  • For orders outside Metro Manila, we deliver within 5-10 business days with the exception of some remote areas.

To get a more specific delivery window, please refer to www.lazada.com.ph/shipping.

Can my parcel be delivered to an office address?

Yes. Enter Your address along with your full name upon checkout.

We want to make sure your package reaches you with no hitch so if you’re not available to receive the item, please inform us after purchasing by contacting our customer service at www.lazada.com.ph/contact of the recipient’s name and information. Advise the person receiving to present their valid ID along with your letter of authorization.

Can I pick up my order at Lazada main office?

No. Unfortunately, we do not offer this option. All deliveries are via our delivery partners, 2Go and LBC. Or via our own in house fleet, Lazada Express (LEX).

I need the order right now, may I come to Lazada's warehouse to pick it up?

We apologize. But for security reasons, we do not allow customers in the warehouse.

Do you offer international shipments?

No, we do not ship internationally.

Does Lazada call me before coming to deliver the order?

Delivery team or carrier will contact customer before coming.

What if I will be out when the package arrives at home?

You will need to sign a letter of authorization as a confirmation and indicate a second party at the point of purchase to identify the person.

You can also contact our customer service at www.lazada.com.ph/contact immediately after purchasing to inform us. The third party should present a valid ID along with the letter of authorization from you.

Can I schedule the delivery of my order?

Our courier service is unable to provide scheduling of deliveries and therefore we cannot guarantee delivery of your order for a specific time or date at this point in time. Rest assured we are working closely with our service partners to allow us to better serve you in the future.

For orders within Metro Manila, we deliver within 5 business days upon finalizing the full payment. For orders outside Metro Manila, we deliver within 5-10 business days with the exception of some remote areas. To get a more specific delivery window, please refer to www.lazada.com.ph/shipping

Can you schedule the delivery on a specific date and time?

Our courier service is unable to provide scheduling of deliveries and therefore we cannot guarantee delivery of your order for a specific time or date at this point in time. Rest assured we are working closely with our service partners to allow us to better serve you in the future.

For orders within Metro Manila, we deliver within 5 business days upon finalizing the full payment. For orders outside Metro Manila, we deliver within 5-10 business days with the exception of some remote areas. To get a more specific delivery window, please refer to www.lazada.com.ph/shipping

The tracking number provided to me is not working or is invalid, what should I do?

Tracking information may not yet be available for your order - it will be available the next business day, once 2GO/LBC has updated their records.

Our system will be updated daily to provide you with order status. Please check again tomorrow for further updates and please understand that there maybe further delays in updating the system.

Why isn't there tracking information for my order?

Tracking information may not yet be available for your order - it will be available the next business day, once 2GO/LBC has updated their records.

Our system will be updated daily to provide you with order status. Please check again tomorrow for further updates and please understand that there maybe further delays in updating the system.

Which credit cards are accepted for payment?

We accept all major credit cards supported by VISA or Mastercard.

Do you keep my credit card details?

Your security is important to us and we take it very seriously. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted directly to our banks.

If you are using a credit card which is not under your name, please contact us at www.lazada.com.ph/contact.

What is COD?

We accept Cash on Delivery (COD) nationwide. With this service, you can pay in cash to the delivery agent upon receipt of your order. Simple. Secure. Hassle-free! Enjoy having a peace of mind when you purchase using COD.

How to avail the installment?

We offer 3-month, 6-month, 12-month, 18-month, and 24-month payment installments usingl BDO credit cardholders.

How to pay for your purchase via BDO Credit Card Installment:

  1. Log-in to your Lazada account. Sign up if you still have none. (It’s quick and easy.)
  2. Shop with a minimum purchase of Php 3,000.
  3. Proceed to checkout.
  4. Choose BDO installments on checkout page and submit order. Select which kind of installment plan you want.
  5. You will be redirected to the BDO Payment Gateway. Click “Continue”.
  6. Fill out the BDO Payment Gateway form and click “Submit”.
  7. Confirm the transaction.
How to know if payment went through successfully?

Upon checking out, you will receive a confirmation email with an order number, which means that we have received your order. If there is a problem with your payment, you will receive a call or an email from Customer Service. Otherwise, you can rest assured that your order will be processed.

Will I know if my payment is declined/rejected?

Yes, we will send you email notification whether the payment succeed or declined/rejected.

Where can I request an official receipt?

To request official receipt, please send your request to www.lazada.com.ph/contact and we'll be more than happy to assist you.

I could not find any invoice that you've sent to my email.

Do not worry. We will resend it for you. Please send your request to www.lazada.com.ph/contact and we'll be more than happy to assist you.

Why did I receive email requesting me to send copy of my identification?

Because we take the security of your identity and online transaction seriously, our payments team may ask for a colored scanned copy of:

  1. A government issued photo id.
  2. A colored scanned copy of the credit card used; front and back.
Why did your promotion not apply to my order?

Promotions are within a specified time and while supplies last.

Why my order was charged wrong amount?

Kindly check the invoice provided. Often charges for shipping and handling for large and bulky items are incurred.

If however there was an error, please notify us immediately thru email at www.lazada.com.ph/contact or by calling our Customer Care Team at (02)795 8900 (Mon-Fri: 8:00 AM to 9:00 PM | Sat-Sun and Public Holidays: 9:00 AM to 6:00 PM).

What is Lazada.com.ph return policy?

Say goodbye to "No Return, No Exchange!" At Lazada Philippines, you have up to 30 days from the receipt of your package to process a return at your own costs.

If for any reason you are unsatisfied with your order, you may return it as long as your item meets the following criteria:

  • It is within thirty(30) days from the delivery date, unless otherwise stated in the product description.
  • The item is in NEW condition.
  • The item is in its ORIGINAL packaging, with all accessories intact (including manuals, warranty cards, certificates of authenticity, tags, etc.).
  • It is accompanied by a completed Return Form, with all invoices intact.
  • If the item came with a free promotional item, the free item must also be returned.

Note: All returned items not accompanied by a completed paper copy of our return form will be automatically declined and sent back.

How can I return an item?

Before returning a product, please check out our return policy at www.lazada.com.ph/returns/

Then, returning the product with 4 easy steps

Print labels
and authorization
Prepare package
include authorization
Attach return label
Ship it!

1/ Print label and authorization:

  • Login to your account
  • Go to "My Order"
  • Pick the order to return and click "Return"
  • Fill in the details
  • Print out the return slip and include it with the return parcel

2/ Prepare package

  • Include the item(s) you want to return + return slip + all invoices in one parcel.

3/ Attach return label

  • Stick the label out of the package

4/ Ship it

  • Please send the parcel through LBC or 2GO.
  • Please keep the Tracking Number for the parcel provided by LBC or 2GO to monitor your shipment to us.
  • We will conduct an evaluation within two (2) business days of receiving your returned items, you will receive an sms and email once the returned item is received at the warehouse.
  • If your return is valid, we will process your refund or replacement, based on what you have indicated in the return form. We will also reimburse the courier charges to you together with your refund/store credit.
  • If your return is not valid, we will notify you and send the item back to you. We will not reimburse your courier charges.
How can I track my return item?

You may track your return shipment using the tracking number provided to you by either LBC or 2GO. We are currently working on adding other couriers to our list.

What is status of my return?

To check on the status of your return you may refer to the Online Order Tracker which is on the website or send us a request at www.lazada.com.ph/contact.

I've returned my item. How soon will I get the replacement?

The replacement process begins after we have completed evaluating your product. This lasts up to 5 business days. And is queued upon the order received. We will send you an email or SMS notification once completed.

We will send the replacement/s:

  • Within Metro Manila: 5 business days
  • Outside Metro Manila: 10 business days

*** In case of weather disturbances and other natural calamities, please refer to the website for updates as lead time may vary.

Why is my refund delayed?

We will process the refund once we receive the product which you have Returned. Refund will be processed based on the mode of payment of the order.

Refund processed through Credit card / Debit card / Online Payment: Please allow 3 to 5 working days for the refund to be reflected in your account.

How do I use my store credit?

If you have been issued a store credit, you will have receive a voucher number. Please type this voucher number into the allocated field upon "CHECKOUT" to have the credit amount deducted from your retail price.Your Store Credit is valid for 30 days.

I've returned my item. How soon will I receive my refund?

The refund process begins after we have completed evaluating your return and sent you a notification. To process your refund more quickly, you have the option to request a refund via gift voucher/store credit, which must be indicated in the Return Form. Otherwise, you will be refunded according to the following table:

Payment Method (at the time of purchase) Refund Method Processing Time (after return has been evaluated)
Credit card Credit card reimbursement/Gift voucher 5-15 business days
Cash on delivery Bank transfer/Gift voucher 3-5 business days
Gift voucher Gift voucher 1 business day
How will I know if replacement has been processed?

You will receive an email notification stating that we are now processing the replacement for your order. You will also be given a new order number.

Do I need to forward my bank details?

Full Refund - Just fill in the details below and send them back to us. Please allow 3 to 5 working days for the refund to be reflected in your account.

  1. Account Holder:
  2. Bank name:
  3. Account number:
  4. IC Number:
Could I dispute if the product I have bought yesterday is offered with the lower price today?

Yes, we have Best Price Guarantee program which will make sure you get the best prices on the products Lazada choice for all your needs.

After you make a purchase, if you find a cheaper price in online and offline retail stores modern, we will match the price and refund the difference in our purchase price to you.

Inform us your booking code no later than 5 days after purchase and let us know the competitors are offering cheaper prices. We will verify the price and make sure goods is in stock and available for immediate sale and delivery. When we reduced the price, inform us your booking code within 5 days of purchase and we will refund the excess of the purchase price.

Why didn't I get a discount on the item that I purchased?

Discounted items are available while stocks last, however if you are keen on the item, kindly sign to our Newsletter fordetails and better bargains, not only that , when you sign up to our Newsletter, you'll receive a RM10 shopping voucher, which you can use when you shop.

How can I know the discount or sale that you offer?

Please subscribe our newsletter by filling in your email address thru website. Thus you will receive daily news about our promo/discount/sale/deal.

Also you could just visit our website http://lazada.com.ph and find in the home page.

Can I still use/add the voucher on my existing order?

We are unable to add the voucher code within the system.

Voucher codes should be entered when you're at the payment page before check out process.

Do not worry, because you may use the voucher code on your next purchase.

How do I use my store credit?

If you have been issued a store credit, you will have receive a voucher number. Please type this voucher number into the allocated field upon "CHECKOUT" to have the credit amount deducted from your retail price. Your Store Credit is valid for 30 days.

What if I failed to use my Store Credit within the allocated time frame?

No worries! We will reactivate the Store Credit voucher code for you.

Please note: Reactivation of Store Credit can be done only once, therefore, Store Credits that has exceeded the reactivation period, is deemed VOID.

How long is my voucher valid?

It varies. The expiration date is always displayed on your Vouchers/Voucher Codes . Generally, Vouchers/Voucher Codes are valid for 30 days or less. The 30 days starts from the day you’re notified that you received a voucher. If you received a voucher code via email, the expiry date of the Vouchers/Voucher Codes will be indicated in the email.

Can I use several Vouchers/Voucher Codes at the same time?

No. You can only 1 Voucher/Voucher Code per transaction.

I did not receive my free gifts?

Each merchant decides on the maximum value of its gifts. In some cases, you may not receive your free gift as its first come first serve basis while stocks last.

If that's the case then do I get any vouchers or so on?

We are sorry. The merchant supplies the free gifts accordingly. However, it's based on first come first serve basis.

How to register?
  1. Click on the "Account" tab at the top right hand side of the page.
  2. You will then be prompted to a new page where you will find "New Customer" on the left hand side.
  3. Click "Register".
  4. Fill in your details as requested.
  5. Click "Submit".

Registration is now complete. Check your email to confirm registration.

I can not log in my account on Lazada.com.my, what should I do?

Please press "forget password" button, our system will send your password back.

How can I change the information in my account?

Please log in your account in www.lazada.com.ph and edit any information you want to such as: address, phone number...

What is the password website request for registering?

It's customer's account password, not email's password. Hence, please choose any password that easy for you to remember.

How can I contact Lazada via email?

If you have other questions, you can contact us at www.lazada.com.ph/contact.

How do I call customer service?

Please send us a request at www.lazada.com.ph/contact and we'll be more than happy to assist you.

Or call our Customer Service Team on (02) 795 8900:

  • Mon-Fri: 8 am to 9 pm
  • Sat-Sun: 9 am to 6 pm
  • Public Holidays: 9 am to 6 pm
How do I know the stocks you have?

Just visit our website at www.lazada.com.ph and click to the product and you would see the information under the image, where it shows clear number of stock if below 5 or mentioned "in stock" if the stock available more than 5.

Why Lazada products are cheaper than others?

Lazada has a large warehouse that can accommodate many products in stock. We also can directly buy goods from manufacturers with a cheaper price.

I just bought a mobile phone from you guys and now the advertised price is less than what I paid. What's up?

Our website updates, 24/7, with our current inventory and replacement cost. We do not price our mobile phones and tablets manually based on our cost in each, rather we use a live download from manufacturers and distributors to set our price based on our current replacement cost. As our cost changes, the corresponding website price of each make/model will change up/down accordingly. Although our profit margin remains unchanged, our advertised prices will change frequently, sometimes several times per day.

I'd like to know how do I go about servicing what I've purchased.

There are two different warranty cases, manufacturer warranty and Lazada warranty:

  1. Our Lazada warranty: Whenever defects occur within the warranty period, our seller will repair or replace the item in question. The warranty is not available on certain products, such as flowers books music movies magazine health products perfumes etc. The warranty is limited and is only valid when the product is used for the purpose it was intended under normal conditions. The warranty does not cover any damage caused by normal wear & tear, neglect, misuse, abrasion, exposure to extreme temperatures, acids or solvents; nor does it cover damage caused by third parties during transportation.
  2. Manufacturer warranty: For products which are offered on manufacturer warranty, please contact the nearest service center of the manufacturer. Our customer care would be able to assist you with the service center contact details only, any request for replacement or repair of the products shall not be entertained. Such services are offered directly by the Manufacturer of those products.Please refer for assistance to the relevant service center indicated on the warranty information.
How will I know the service center?

To claim the product warranty:

  1. Go to www.lazada.com.ph/service-centers
  2. Type the brand of the product and press enter.

It will give you the service centers available with their contact details and addresses.

If you can't find the service/repair center, please send us an email at www.lazada.com.ph/contact and we'll be more than happy to assist you.

Do I need to pay for repairs? (Product is in warranty duration)

If you returned item falls under Lazada warranty, we will gladly refund you or offer a replacement. You do not have to worry about the cost of repairing if the product is damaged by mechanical or electrical systems. We will cover it.

If you would like to repair an item after Lazada's 30 days policy, please contact the manufacturer of the item.

Do I need to pay for repairs? (Product is outside of warranty duration)

If the product is out of warranty, you will be responsible for the cost of needed services. We suggest you to repair the product at the service center authorized by the manufacturer. You can contact our customer service hotline to find your nearest service center.

How long does it take to repair my product?

If your item falls under Lazada warranty, we will process your repair request to the appropriate dealer supplier. It takes about 30 days depending on each supplier.

Why do I need to buy an extra warranty?

You can get the coverage that makes you feel comfortable and do not worry about the cost of the repair. Just pay a little extra coverage under the plan you select.

How long does an extra warranty last?

You can choose how long you would like to extend the warranty coverage. We offer an extra 1 or 2 years.

Where can I drop my CV to be a part of Lazada team?

Here at LAZADA, we aim to bring the latest gadgets, electronics, toys, health and beauty, sports products, right to your doorstep. Due to the insatiable demands of our customers and the constant new challenges, we are always searching for talent to help us reach our goals.

You would have the chance to work with a group of highly innovative, enthusiastic and ambitious individuals committed to redefining the online shopping experience.

If you believe that you have what it takes to be part of the future leader of the online retail shopping experience, we would most certainly like to hear from you!

Send your CV and cover letter to recruitment@lazada.com.ph.