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Help Center - Products on Lazada

Where can I get more product information?

On the product page, you can read all the product information (e.g. product size, warranty duration, manufacturer name, etc.) under the tab "Product details" and "Specifications".

Where do the products of Lazada come from?

Lazada has a vast array of Products which has 3 different ways from where it was sourced:

  • Retail – items that are sold and fulfilled by Lazada
  • Marketplace – items that are sold by merchants
  • Crossborder – items that are shipped from overseas
What are Retail Products and how can I identify them?

Retail products are items that are sourced and sold by Lazada itself. This can be identified on the product page on the items that are labeled as "Sold and Fulfilled by Lazada".

What are Marketplace Products and how can I identify them?

Lazada Marketplace products are items being sourced and sold by different Merchants who use the Lazada website as a platform where they can showcase unique products at very affordable price. These type of merchandise can be identified on the Product page as "Sold by (Merchant Name), Fulfilled by Lazada".

Why are Lazada products cheaper than others?

We have a large warehouse that can accommodate many products in stock. Moreover, we can also buy goods directly from manufacturers with a cheaper price.

How do I know the stock Lazada have?

Choose the product you want and go to its product page.

You will see the stock information on the right side of the page, where it shows clear number of stock if below 5 or mentions "In Stock" if the available stock is more than 5.

What are products shipped from overseas and how do I identify them on the website?

Overseas products are sold by sellers from outside Philippines.

You can identify an Overseas product by looking for "Shipped from abroad" which is stated on the respective product page. In case of any doubt, feel free to reach out to our Customer Service at

Do I have to pay extra duties or taxes for Overseas Product?

No. All Overseas products from Lazada Marketplace are delivered at no additional cost to you, since the stated price includes customs fees and import duties. You are not expected to pay any additional duties or taxes.

If you are asked by Customs or our logistic partner to pay duties, or requested to present a personal ID, please contact Customer Service to inform them of such for reimbursement of the fees or cancellation of the order.

Note: If special customs clearance procedures are required, there might be delays beyond our original delivery estimates - kindly liaise with our Customer Service to get new estimated delivery times.

What if I want to cancel my Overseas Product?

Overseas products fall under the following cancellation policy:

  • If your order has not yet been dispatched from the Seller: Cancellation is allowed.
  • If your order has already been shipped by the Seller: Cancellation is not allowed.

To request for a cancellation, please contact our Customer Service who will assist you with your request.

What happens within the promised delivery lead time?

Within the delivery time Lazada will provide to the customer all available information on the status of the order.

What is the expected delivery time for Overseas Products?

The expected delivery time for Overseas Products are calculated based on the seller’s origin, your location and shipment method. For the most accurate delivery estimate, please refer to the specific product page and select your province and Barangay under the "Delivery Options" section.

We are working hard to shorten delivery times and bring you the biggest selection of products from overseas. We appreciate your understanding! Note: If customs clearance is procedures are required, there might be delays beyond our original delivery estimates.

Please contact our Customer Service here should you need further information on your order status.

What happens after the delivery time has elapsed?

The Customer can call or contact Customer Service via to follow up on the order made. Customer Service would then make sure to track your order and make sure it gets delivered at the soonest possible time.

Customers can raise a claim in order to be refunded for their order. The claim for refund can be negated by the seller if a valid proof of delivery is provided within reasonable timeframe and such proof shall be considered final.

What should I be aware of when buying Overseas Product?

Returns due to customers change of mind are not allowed for these products. [Learn more about our Returns & Refunds Policy]

Manufacturer warranty may not be valid on Overseas products. We strongly recommend you to find out more about the claim process with the manufacturer/service center before making the purchase.

For overseas product, kindly note the following:

  • Product manuals, instructions and safety warnings may not be in destination country languages.
  • The products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements.
  • The products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate).
How to check product warranty?

You can check product warranty through:

  1. Warranty card inside your package
  2. Under Specifications on product page

How do I go about servicing my product?

You can directly contact or send your product to its Warranty Center.

If you do not know the Warranty Center for your item, you may seek assistance from Customer Service to obtain their contact information and location.

How long does it take to repair my product?

If your item is within warranty duration, we will process your repair request in accordance with our supplier. It takes about 60 days depending on each supplier.

If my product is within warranty duration, do I need to pay for repairs?

If your product is within warranty duration and is damaged by mechanical or electrical systems, you don't have to worry about the repairing cost. We will cover it.

If my product is out of warranty duration, do I need to pay for repairs?

If your product is out of warranty duration, you will be responsible for repairing cost. We suggest you to repair the product at the warranty center authorized by the manufacturer for better quality services.

About Fulfilled by Lazada (FBL) Products
  • Products "Fulfilled by Lazada" (FBL) are Stored, Packed & Shipped to you exclusively from Lazada facilities to ensure fastest and most convenient delivery.

  • Look for Fulfilled by Lazada filter in category/search pages and check the box to limit results to FBL products only.

  • If you’re a seller, you can grow your sales by signing up to Fulfilled by Lazada program. Click here to learn more.

How do I purchase a Top-Up on Lazada Site?

Click on the Top-Up Banner from the Home Page or this link here

  • You are encouraged to Log-In or Sign-Up with us so you can track your orders for future reference

  • Key in your Mobile number and press enter

  • Choose the product type – for voice, loads and bundles please click on Voice. For Data packs, click on Data

  • Do remember to check your number before paying. Have you entered the correct Number?

  • Once you have paid, we will process your order. Do not forget to take note of the Mobile Number you entered and Lazada Order number, in case you need to contact us for any queries related to this order.

I want to know more about the Top-Up such as validity period.

Validity periods and rules around Top-Ups vary across Telecom providers. We encourage you to check directly with them.

For your convenience we have provided some links here




I topped-up the wrong number, can I cancel and get a refund?

Unfortunately, once a Top-Up number has been processed and delivered by the Telco, it’s not possible for the Telco/Provider to reverse the Top-Up. We also show you the number and telco that you are about to pay before you make the actual payment. Refer our T&C's for further information.

I topped-up the wrong amount, can I cancel and get a refund?

Unfortunately, once a Top-Up number has been processed and delivered by the Telco, it’s not possible for the Telco/Provider to reverse the Top-Up. We also show you the amount that you are about to pay before you make the actual payment. Refer our T&C's for further information.

Can I cancel / replace my Top-Up?

Unfortunately, once a Top-Up number has been processed and delivered by the Telco, it’s not possible for the Telco/Provider to reverse the Top-Up. Refer our T&C's for further information.

What happens if my Top-Up is not processed?

In case of a failure from the Telco or Service Provider's end, you will receive a Failure Notification on the Lazada Screen along with our Order No for your reference. A refund processes will also be initiated automatically based on your payment method. If you had paid via Bank Transfer, ATM or any of the OTC / Pay Later methods, please call us in order for us to process your refund as we will need additional details.

The Lazada screen shows a Success but I did not receive anything on my phone.

We are sorry to hear that. Here are few things you could do:

  1. Check if you are in an area of good connectivity
  2. Did you enter the correct number?
  3. If you were logged in, check your Order History and see what number you had entered.
  4. Reach out to our Customer service and we will be happy to assist you.

What Can You Buy From Lazada?

Many Filipinos are now familiar with Lazada. The top online shopping site in the country didn’t simply reach its top status by only providing simple items from relatively unknown brands. No! The online shopping group boasts one of the largest catalogues of items in the Philippines, with items from different the most popular and reliable brands, and are grouped into categories that are being sold in the website and the app. With hundreds of brands affiliated with the e-commerce groups and more products Sold and Fulfilled by Lazada, you can expect to see a lot of items, ranging from computers and laptops, to mobile phones and tablets, to toys, to clothes and fashion accessories, and even home appliances and accessories for the house. These extensive library of items are sold and delivered by the group to your doorstep, fulfilling the Effortless Shopping mindset that the brand has put into their service.

But What Are the Products by Lazada?

As the leading online store in the country, majority of the products that are sold in the brand can be seen through the easy to use interface of the website and app, arranged accordingly to the user’s convenience. Aside from the top brands and the third-party companies that sell their items via Lazada, the online shop itself is also home to its own retail items that are "Sold & Fulfilled in Lazada". Aside from this, you can also be treated with special items that are only sold exclusively in the app and the website. These along with the other items, sold at the best prices, makes Lazada a go to place when it comes to the best items possible! Start searching for the items that you want delivered to your home through the top e-commerce group in the Philippines today!