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Help Center - Orders & Payment

How do I place an order?

For full instruction, click here

I have ordered and confirmed payment with Lazada. What should I do next?

Once your order has been verified, we'll take care of everything for you. All you have to do is wait for your package to be delivered.

How can I order without an account on Lazada website?

You can absolutely order on Lazada without an account:

  1. Choose the product you want and proceed to checkout
  2. At Email Login step, enter your email address and choose "Continue without password"
  3. Enter your delivery information and choose your payment method
  4. Place your order

For a detailed instruction on how to order, check out

We encourage you to create an account to get updated with Lazada's latest and attractive promotions, plus to have your information and order history saved for your best online shopping experience.

NOTE: The next time you try to place an order using the same email address, you will be prompted that an account already exists under your email address. This is for the account that was automatically generated for you when you first placed an order as a guest. In this way, you have your information and order history saved for your best online shopping experience.

To access your account, click on the "Lost your password" link and an email will be sent to you containing your password. Log-in at using this password and place your order.

Can I call Lazada to place an order?

We can assist you to place your order over the phone if your preferred payment method is Cash On Delivery (COD).

However, we highly recommend you to check out how to make a purchase online here

If in any situation you cannot place an order online, please contact our Customer Service [click], we will be more than happy to assist you.

How to remove an item in your shopping cart?

To remove an item in your shopping cart, you can:

  • Click on the Cart icon on top of Lazada page to go to your shopping cart

  • Click on the "X" icon

Your cart will be updated and that item will be removed.

Will I receive any order confirmation after placing an order?

An order confirmation with order summary will be sent to you through email and SMS right after you have placed your order.
We will also send email and SMS notifications to keep you updated frequently on your order status.

Can I place a corporate/bulk order?

We no longer cater corporate sales/ bulk orders.

Yet you may contact us at for assistance on placing an order of multiple items.

What are the payment methods available?

To bring you the best online shopping experience, we offer multiple payment methods:

For more details on each payment method, please refer to

See below to know how to choose payment method during checkout

How do I know if my payment transaction is successful?

There are 3 simple steps in checking the success in Order Creation.

  1. If an account has been created you can go to the Order Tracking Page which can be found on the upper right hand corner of the website. The Order Tracking Page would show you orders made from the time the account was created to the most recent.
  2. Check your email and phone. An email and sms notification will be sent out once Order has been successfully made.
  3. If all else fails, you can call us at our hotline or send us a message via to check if the order went through.
What is COD?

COD stands for Cash on Delivery. This is a payment method offered by Lazada that gives you the opportunity to pay for the item/s you have ordered only when it gets delivered. A few areas in the Philippines are not covered by COD transactions due to geographical restrictions. We highly recommend that the exact change is prepared for your convenience as our delivery agents may not have that much change on hand.

Simple. Secure. Hassle-free! Enjoy having a peace of mind when you purchase using COD at Lazada.

How do I pay cash for items not available for COD?

Pay using Alipay when you shop for items that are not available for COD! Create an Alipay account and add money to it by paying cash at our over-the-counter partners before you shop. Scroll down for more information about Alipay.

Which credit cards are accepted for payment?

Lazada accepts all major international and local credit and debit cards that are supported by VISA, Mastercard, JCB or AMEX.

For foreign-issued cards, please tick on the "Bill to a different address" box in our check out page. It is where you can input the billing address for your credit card.

Your card details will be protected using industry-leading encryption standards.

You can read more about our Payment methods at

Can I use a credit card which is not under my name to place an order?

Yes, you can as long as you get the consent of the Credit Card holder. Lazada validates these type of transactions by calling the Card Account Holder. To ensure the order is not cancelled, please tick on the "Bill to a different address" box in our check out page. You need to enter the Full name indicated in the Credit Card and the Billing address of the credit card. Please also provide the contact details of the Primary account holder and advise the Account holder to be available during validation.

What is Lazada E-Wallet?

Lazada E-Wallet is a prepaid payment account that you can use to shop in Lazada Philippines. You can top-up or load via our top- channels:

1. 7-11

2. BPI Express Online

3. Metrobank Online and Over-the-Counter

4. BDO (to be launched soon)

How soon should I top-up after the request is made in

You have 2 days to complete your top-up request. Otherwise, the reference number will be invalid and you need to make another top-up request

How soon will my top-up reflect in my Lazada E-wallet?

Allow up to 1 hour for your top-up to reflect in your Lazada E-Wallet. Please contact our customer service if you do not receive your top-up after an hour.

What if I don't have enough funds in my Lazada e-wallet while shopping?

At the checkout, you can request a top-up. You have 2 days to complete your top-up so we can process your order. As soon as you complete the top-up in your chosen channel, your order will be automatically processed. Especially for sale items, complete your top-up as soon as possible as stock availability may be very limited.

If you do not complete the top-up within 2 days, the order associated with the top-up request will not be processed. Any amount used from your Lazada E-Wallet will be processed for refund

Why am I not able to make a payment with my Paypal account?

We encourage you to use a Philippine Paypal account when making a purchase through Paypal on our website.

While most international Paypal accounts are accepted by Paypal Philippines, you might encounter issues from some restricted country accounts.

Why was my order charged wrong amount?

Your order might have included additional charges like shipping and/or bulky fees. For more information on these extra fee terms, please refer to and at the product page of the item you bought.

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 ensure that you get the consent of the Credit Card holder as Lazada validates these type of transactions by calling the primary Account Holder.

When can I request for a Sales Invoice?

All Sales invoice should be included on the package upon delivery. If for some reason our merchants have not included the Invoice, please contact us within 30 days upon receipt for us to send one out right away.

A scanned copy of the Sales Invoice will be sent to you 3 to 5 business days from the date of request and a physical copy will be mailed to you right after if you require one.

Due to the number of Invoices served by our Merchants on a daily basis and the assumption that you have received your product in good order with the correct Sales Invoice attached, we may not be able to accomodate any request for copies after 30 days from the receipt of your item.

How can I pay using Alipay?

Pay with Alipay in three easy steps: (1) register for a free account here before you shop on Lazada, (2) add money to your account via credit or debit card, online banking, or over-the-counter options, and (3) shop at Lazada, choose Alipay at checkout, and follow the steps. That's it! Make sure to add funds to your Alipay account before shopping to make your payment even faster.

If you don't have an account but you have a Visa or MasterCard credit or debit card, just choose Alipay as your payment option and follow the steps.

BDO Installment

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

How to pay for your purchase via BDO Credit Card Installment

Log-in to your Lazada account. Sign up if you still have none

Shop any item/s with a minimum purchase of PHP3,000.00

Proceed to checkout

Choose BDO installments on checkout page and submit order. Select which kind of installment plant you want

You will be redirected to the BDO Payment Gateway. Click “Continue”.

Confirm the transaction

BPI Credit Card via BPI’s Balance Conversion

BPI's Balance Conversion (Reg-to-SIP) Installment Program enables BPI credit card holders to pay for their retail and online purchases worth at least PHP5,000.00 per transaction billed in the latest Statement of Account can be converted to this program. You can pay your first monthly amortization after 2 months.

Application must be submitted at least five (5) days prior to the due date indicated in the latest Statement of Account.

To avail, call 89-100 or visit any BPI branch near you.

More information:

©Bank of the Philippine Islands (

Metrobank Credit Card via Balance Conversion

Convert your unbilled, straight purchases into light monthly installments. To avail this option you can directly call Metrobank hotline (8-700-700) to apply.

More information:

©Metrobank Card Corporation (

Citibank Credit Card via City PayLite After Purchase

Citi PayLite After Purchase is a Citi Card facility which allows select Citi Cardholders of good credit standing to convert an unbilled straight single-receipt retail purchase of at least P5,000 to a PayLite Installment plan.

To find out if you are qualified for Citi PayLite After Purchase and to apply, you just need to log on to or to call our 24-Hour Hotline at 995 9999.

More information:

©Citigroup INC. (

No credit card? Pay using Billease

Billease provides you an installment plan option if you don’t have credit card. All you have to do is fill in the online application form in the website, wait for their approval, and once approved, you can get a voucher, which you can use for shopping in Lazada.

If you would like to know more about Billease please contact them directly by calling their hotline (02) 310 – 1303 or send them an email at You can also have a chat with one of their agents by visiting their website

© Billease (

How can I cancel my order?

Cancelling an order is fast and easy with our online cancellation form.

To use the form, you need to place the order with your Lazada account (signup here if you don’t have an account) or if you used guest check out, please sign up using the email address used at the time the order is placed.

  1. Login to your account
  2. Go to "My orders" screen and select “Cancel” on the order you wish to cancel.
  3. Fill in the form:
    - Select the item you wish to cancel
    - Select your cancellation reason
    - Make sure you have read and accepted Lazada’s cancellation policy
    - Click on "NEXT"
    Your order status will be updated to “Canceled” within 60 minutes; please wait for the system to refresh or wait for an email notification confirming your cancellation request.


Cancellation can only be accepted during the packaging of your item. You will not be able to access the online cancellation form after your order has been packed or after 6 hours after placing the order for Cross-Border items (Imported).

Should you have any issues/concerns, please feel free to contact us via

What is Lazada’s Cancellation policy?

Before cancelling an order, please read and understand the following terms & conditions:

  1. Cancelled order cannot be recovered on our system.
  2. Any vouchers, discounts, or promotions applied in the order cannot be reused.
  3. Price is subject to change depending on Lazada promotion programs. We do not commit to offering the same price if you re-order.
  4. In case of prepayment via credit/debit cards, your money will be refunded automatically to your account within one to two billing cycles (one billing cycle is 1 month); depending on your bank policy.
  5. If a store credit has been used in the order, please contact our 24/7 Customer Care to request for a new voucher code.
  6. The remaining order’s value after you canceled one or several items has to fulfill the same conditions for discount, promotions, or minimum basket fee exemption applied to the order. If not, your order may be canceled.
Can I cancel an item or several items in my order?

Yes, you can cancel an item or several items in your order under the following conditions:

  • The order was placed within 6 hours before the form is submitted for Cross-border item (imported).
  • The item(s) you want to cancel is not yet shipped for local items.
  • The remaining value after cancellation should still meet the conditions of discount, promotions and/or minimum basket fee.
Do I have to pay any extra cost for using online cancellation form?

Online cancellation form is free of charge.

However, if after you canceled one or several items in your order, the remaining order's value does not match our conditions for discount, promotions or free shipping charge, Lazada will cancel the whole order. You can re-order the item(s) you want again.

How do I know if my cancellation request was accepted?

After submitting the online cancellation form, you will see the line "Your cancellation request was successfully submitted" on the website indicating you have successfully sent your cancellation request to us. Lazada will process your request within 60 minutes upon receiving the request.

To know whether or not your order was canceled, you can log into your Lazada's account and check "My Orders" page. If your item or order status is “Canceled”, you can rest assured that it was canceled successfully.

In case your cancellation request is not processed by Lazada after 60 minutes, your order may have already been shipped out and cannot be canceled. Please contact us via for further assistance.

I just canceled my order. When will I get my money back?

In case of cancellations, your refund will be processed within two business days from submission of the online cancellation form.

We will update you via email once your refund has been initiated. The total time for the refund to be reflected in your account depends on your refund method and issuing bank.

Click here for more details on refunds.

Can I cancel the order and reorder using a voucher?

Yes, you may cancel your order and re-order using a voucher provided that the order has not been endorsed or packed by Lazada or our Partner merchant.

How can I change delivery address/ phone number/ recipient for my existing order?

If you want to change:

  • Delivery address for your existing order
  • Phone number for your existing order
  • Recipient for your existing order

Please send us your inquiry at We will contact you as soon as possible.

NOTE: Delivery addresses, phone numbers and recipient names can only be changed if the orders have not been endorsed or packed by Lazada or our Partner merchant. Once shipped, we can no longer change the invoices since these are already printed and orders have already been handed over to our third-party couriers.

If you want to change your account information or future order information, you can log in to your Lazada account and follow the steps here.

Can I change my payment method after order has been made?

At Lazada, we currently do not have an option to change the payment method applied during checkout. Hence, we suggest you place a new order and cancel your existing order immediately by sending us a request at or by logging in to your account and follow the steps provided above..

Can I change items from my order after order has been processed?

We currently do not have an option to change nor add an item once the order has been placed. You may request for cancellation so you can place a new order instead.

I accidentally ordered same items. Can I cancel one?

We can cancel one item (in one order number) if you accidently ordered it twice or if same item is ordered under a different order number, you could easily cancel your order by sending a request at or by logging in to your account and follow the steps provided above.

I received an incomplete order, what should I do?

Please notify us immediately at so we can assist you promptly.

  • If what missing from your order is a gift/ bonus, we will push to deliver it to you soon.
  • If what missing from your order is a part of a product or an item, we will need you to send the whole order back to us. In this case, to assure prompt return resolution, please pack the item in its original package with full accessories and buying invoice.

Kindly read and follow our How to Return guide here.

I received the wrong item, what should I do?

If the item you received is not what you originally ordered, we will need you to send the whole order back to us. We are happy to deliver the correct item for you.

To assure prompt return resolution, please pack the item in its original package with full accessories and sales invoice, then bring the item to any LBC branch.

Returning an item is absolutely free. Kindly read and follow our How to Return guide here.

I received damaged/ defective item, what should I do?

If the item you received is damaged/ defective, we will need you to send the whole order back to us. Please notify us immediately at We will contact you right away.

To assure prompt return resolution, please pack the item in its original package with full accessories and sales invoice, then bring the item to any LBC branch.

Kindly read and follow our How to Return guide here.