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Frequently Asked Questions

1. General

1.1 Return and Exchanges

How do I return an item?

If for any reason you are unsatisfied with your order, please refer to our Return Policy at

How do I receive my refund?

You will be refunded via voucher/store credit or based on your original payment method. For more details, please refer to refund methods at

May I exchange an item?

Unfortunately, we do not offer exchanges, only refunds or replacements (for damaged/defective items). However, you can simply return your item for a full refund and place another order through our website. please refer to our Return Policy at

1.2 Brands & Stock

Sizing chart

All shoes and clothing merchandise is in Philippines sizing.

Out of stock items

We do our best to maintain a stock level that matches expected demand; highly popular merchandise will run out of stock quickly than most. LAZADA updates the store as soon as a new item has arrived. You can contact our customer service department to convey your request by contact us at

Placing items on Hold

Sorry, we do not offer this option.

Choosing brands, models and units

Simply use the search bar on the website. You can also browse by clicking on the categories available on

Arrival of new products

We are continuously updating our product range as new fashion lines, models, units, etc. are released and as we stock new brands. See New Arrivals for the latest merchandise we have in stock.

Providing product feedback

We are always looking forward to hearing feedback about our products. You can send your feedback to us via at

Viewing the product personally prior to purchasing

We do not have a physical retail store and for safety reasons we cannot let customers in the warehouse. For questions regarding the products, do not hesitate to contact us at

Unsuccessful placement of order, item now out of stock

We try to maintain a stock level that matches expected demand; unfortunately, highly popular items may run out of stock very quickly. Another customer may have placed an order and checked out simultaneously with or slightly ahead of you.

Product authenticity at LAZADA

Anything and everything you purchase with us is guaranteed authentic.

Services such as alterations and adjustments to clothing purchased

LAZADA does not provide services of that nature. You may reach us at to have our customer service representatives guide you in getting the correct size and fit before purchasing.

Unavailability of product

There will be items on the site that we will not have stock for because of the strong demand. We will do our best to find the items for you. In the meantime, let us know of the merchandises you are interested in by adding it to your wish list.

1.3 Technical

Signing up as member

Click on the ‘Account’ tab at the top right hand side of the page. You will then be prompted to a new page where you will find ‘New Customer’ on the left hand side. Click ‘Register’ and fill in your details as requested. Click ‘Submit’. Registration is now complete. Check your email to confirm registration.

Updating account details

To update details and personal information, click on the ‘Account’ tab at the top right hand side of the page. Scroll down to find your account information and click on ‘Edit’ – which is next to ‘Contact Information’. Change your details as needed. Click the ‘Save’ button.

Placing an order on the website

To order on LAZADA, please follow these steps:

  • Log into your account
  • Browse products using the left navigation or search for products using the search box
  • Select product(s) and add them to your shopping cart
  • Enter your details, select a payment option, and check out
  • Receive an order confirmation email

For assistance in placing an order, please reach out to us at

Unsubscribing from the mailing list

If, for any reason, you choose to unsubscribe from our mailing list please refer to the bottom of any email sent to you by LAZADA, you will find an 'Unsubscribe to Newsletter' button. By clicking this button, you will be unsubscribed to future LAZADA communications. Please let us know how we can improve the way we communicate with you so that you can continue to enjoy our newsletters and learn about our great offers.

Login Issues

If it appears that you can't login to the website, there is a possibility that your browser's cache might be full. Try clearing your browsers cache first.

This procedures are different for each browser.

Internet Explorer:
Select "Tools" from the menu bar. Click "Internet Options". Select the "General" tab. In the "Temporary Internet Files" area click "Delete Files". Click "Delete all offline content". Click "OK"

Mozilla and Netscape:
From the "Edit" menu, select "Preferences". Click on the "Advanced" category and then click on "Cache". Click on "Clear Disk Cache" and "Clear Memory Cache". Close the "Preference" window, select "Network Preferences..."

Internet Explorer for Mac:
Choose "Edit" from the menu at the top. Select "Preferences". From the table that opens select "Advanced". In the section named "Cache" click the button that says "Empty Now".

Mac Safari:
In the upper left corner, click on "Safari". Choose "Empty Cache" from the drop down menu.

Google Chrome
Click the Chrome menu on the browser toolbar. Select Tools. Select Clear browsing data. In the dialog that appears, select the checkboxes for the types of information that you want to remove. Use the menu at the top to select the amount of data that you want to delete. Select beginning of time to delete everything. Click Clear browsing data.

If you still cannot log in, it is probably because your ISP is cacheing the page! Yes, Internet Service Providers, notably AOL, will cache pages to speed up the browsing. If this is the case, the only thing you can do is wait a few hours or so until the cache is automatically dumped.

Enabling cookies in browser

Cookies are small amounts of data sent from a website to your browser and are stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (each website can send its own cookie to your browser). Cookies are not able to access your personal details, but instead use anonymous unique identifiers. Cookies need to be permitted on your browser to let you add products to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. To find out more about how we use cookies, see our Privacy Statement.

How to search for a particular brand, model, or unit

Simply use our search bar, browse through different categories, product tabs, featured products and best sellers.

1.4 Payment

Payment methods accepted

LAZADA offers a number of payment methods and provide you with all the best possible ways you can purchase from us using the payment method you are most comfortable with.

Payment Methods are:

Cash on Delivery

Credit Cards: Visa & Mastercard

BDO Installments



Credit Card Safety

Your security is important to LAZADA. Every credit card transaction occurs within a secure environment. You can see the transaction is secure if you see a padlock at the bottom right of your browser. We do not retain your credit card information after your order is complete; it is submitted directly to our banks. You can rest assured that with each purchase your credit card or bank account information will be secured.

If you are using a credit card which is not under your name, please contact us at

Credit card details not being accepted

Have you double checked all the information you entered? Make sure all the information is correct, you can check with your bank or financial institution to rule out errors in their behalf.

How to use store credit

Type the voucher number into the allocated field upon the checkout to have the credit amount deducted from your retail price.

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.

1.5 Pricing

Website Currency

All pricing is in Philippine Peso.

Pricing inclusive of Tax

All published amounts on the website are inclusive of Tax.

1.6 Store Credit & Vouchers

How to get Store Credit

Receive store credits on returns made to LAZADA. Store credits can be used for future purchases at LAZADA. Store credit is only granted once returned items have been approved by Quality Control who will confirm any proposed fault(s) in items or deem the item to be in original condition

Gift Vouchers

Vouchers you can purchase on our website that you can use or give to a friend or loved one as a gift.

How to use Gift Vouchers

You will be receiving your voucher code on your e-mail, simply enter the code during check-out at the field provided.

Difficulty in using gift voucher/store credit

Double check if you entered the correct code, don’t forget to click on redeem before "Proceed to Checkout". The voucher code field can be seen by viewing 'my bag' via the bag icon in the top right hand corner of your screen. Still not working? You can always contact LAZADA customer care at for assistance.

Store Credit validity period

Store credits do not have a 12-month validity period, it is best to use them now or someone might beat you to it!

1.7 Privacy & Security

Shopping securely at LAZADA

Your privacy is important to us that is why we work hard to ensure that your details are secure and will not be released to any other party. To learn more about how we keep your details safe, please see LAZADA Privacy Statement.

Credit Card Details

Credit card information is not stored. We value your privacy, your information will not be sold or passed on to third parties. To read more about how we protect your privacy, see LAZADA Privacy Statement.

1.8 About the Company

What is

LAZADA is where you will discover thousands of the top gadgets, health and beauty products, furniture and lifestyle brands at amazing savings.

With an ever-expanding range of brands, LAZADA offers the best in local and international products. Our product range offers the perfect choice whatever your lifestyle calls for. We bring you the crème of the crop electronics, household and consumer brands at best value to your doorstep.

LAZADA has been brought to the Philippines by European Investor, Rocket Internet, who are the founders of Zalando in Europe, Dafiti in Brazil, and Lamoda in Russia. Rocket Internet GmbH is the most successful e-commerce company in the world, responsible for the fastest growing e-commerce websites in Europe.

What kind of selection do you have?

Our website features the best names in electronics, health and beauty, furniture, household and consumer goods. Basically, anything and everything under the sun!

Check back frequently for the latest models and more exciting products from your favorite brands as we are continuously growing our range.

2. Shipping & Delivery

How long does delivery of packages take?

If you are in Metro Manila, you will receive your order 5 business days upon finalizing the full payment. For customers outside Metro Manila, orders are delivered in 5-10 business days.

If we are unable to meet the estimated delivery date, we will let you know as soon as possible. If you are unavailable to receive a delivery, our courier may leave you a delivery attempt notice informing you of re-delivery or giving you instructions.

We will send you an email containing tracking information for your order once it has been shipped out of our warehouse. Alternately, you may go to to check the current status of your order.

What if the product I received is damaged/defective, is missing items/parts, or is the wrong product?

In the rare circumstance that you experience any of these issues with a product you have received, please follow the instructions found in

Can parcels be delivered to an office address?

Yes. Just enter the 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 of the recipient’s name and information. Advise the person receiving to present their valid ID along with your letter of authorization.

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 immediately after purchasing to inform us. The third party should present a valid ID along with the letter of authorization from you.

How much is the shipping and handling fee?

Please refer to our Shipping Rates at

What can I do if my items haven’t arrived yet?

If your order has not arrived by the estimated delivery date, you may go to to check the current status of your order. Alternately, you may contact our customer service at

Do you offer international shipments? accommodates customers in the Philippines only.

3. Order Status

Checking the status of my order

If your order has not arrived by the estimated delivery date, you may go to to check the current status of your order. Alternately, you may contact our customer service at

Changing my order

If you would like to change your order, please contact us at We can offer you store credit or a refund to be used on a different purchase if your item has not yet been shipped. If the item has been shipped already, please refer to our return policy found in