It has been over a hot minute since I last posted here. It’s been an interesting year, and I should have been documenting it more (for myself, but also for the one person who may or may not stumble across this blog – hi!), so what better time to try again than now?
Aaaaanywho, since this site is about reviewing stuff, let’s get into the meat and bones of this post.
**Also, this post is solely a reflection of my experiences, and of my personal opinions. Others may have had a completely different experience, and in that case, good for them. Seriously.**
You’ve seen their ads on Facebook, Instagram, and on random websites you’ve visited. Their marketing game is strong – only in the sense that they seem to have a presence wherever you dilly dally on the interwebz. I’ll just be on Facebook, creeping on other people’s lives, and oh wait- who’s that creeping on mine?
Anyways, I’m slightly ashamed to say that I’ve been looking for a pair of gladiator sandals. Yes, I know they were cool like two summers ago. Yes, I know I’m late to the party. But I decided now (of all times) was when I really needed them, and thus began my hunt.
I went to a few stores (Top Shop, H&M, Cotton On to name a few) and after not finding what I wanted, I decided to continue my search online. I went on ASOS and found a really nice pair of sandals but wasn’t quick enough; the last pair in my size disappeared when the page refreshed.
Not sure where else to look, I thought about the Zalora ads splattered all over my Facebook, and decided to try my luck there. After perusing the sandal section, and searching with my keywords, I managed to find a somewhat cute pair of sandals; they weren’t exactly the gladiator style I was looking for, but they would do. Plus, they were only HKD 280 at the time, which was pretty cheap. The cherry on top was that you could pay Cash on Delivery, they’d be delivered in a few days (less than a week!), and there were free returns in 30 days. With all that in mind, I put my order in and waited.
The shoes came 3 business days later, and I had them mailed to my work. I paid the delivery guy, and rushed back to my desk to open the package. The shoes were in a shoebox that was wrapped in a nondescript black plastic bag. I tore through the middle and got to the shoes and put them on.
Cue disappointment. (And apologies for the lack of pictures, I wrote this on a whim of inspiration.)
This part is my fault, and I’ll admit to that. I ordered the sandals in a US size 7. I’m actually a size 6.5, and, worried that the shoes would be too tight in a 6 (there were no half sizes), I ordered a 7. So guess what. They were too loose. I jostled my foot around, trying to see if there was a way I could make it work. Nope.
Cursing myself for choosing to size up instead of down (“Dammit, these are sandals, what were you thinking?”), I decided that I would return the shoes, and try my luck with another pair in a more fitting size. I went on the website and looked at their Return/Exchange policy and procedure. Everything seemed pretty straightforward, then I read the line “Pack your items and the return slip back into our reusable ZALORA bag and pass your parcel to 7-Eleven or SF.”
Oh no.
I had literally ripped through the middle of my bag to get the box out. But after closer inspection of the bag, there was no Zalora label, or nothing to indicate that it was nothing other than a black plastic bag. It didn’t even say reusable. Not wanting to miss out on my refund due to this, I managed to stuff the shoebox back in. I filed an exchange form online, and decided to drop the package off at the 7-Eleven near Boo’s home (not to be confused with B).
That night, Boo came with as I dropped the package off at the 7-Eleven. The poor guy seemed to have never had to deal with such a return before, and balked even more when I started speaking to him in English. Thankfully it all worked out, and after giving him my phone number, we got my exchange record, and he took the half ripped shoebox filled bag from me, and we went off to enjoy the rest of our night.
Now everything up to this point was great, and had gone pretty smoothly. I sent the package back the day I received it (early in the week), and after tracking the package, I saw that it arrived on the Friday. Processing the return would take 1 – 2 working days, according to the website, so I decided to check in the following Tuesday.
I checked my account balance on Tuesday, and didn’t see the money back (I asked for the refund in store credit). Hmmmm. I decided to give them a few more days, maybe there was a backlog of returns. Pulled open the page on Wednesday. Nothing. Checked again on Thursday. Nothing.
Surely, it must be there by Friday? And of course, nothing. I didn’t even get an email notifying me that the had received my package. I decided to email their Customer Service, and see what was up. I attached a photo of my receipt, and asked them when I could expect a return.
To be fair, their CS got back to me fairly quickly. They acknowledged my package’s arrival, but didn’t give me an estimated time of when I would receive my refund. They also mentioned that they got a spike in return packages (good thing or bad thing?) I decided to cut them some slack and give them a few days.
When I still did not see the store credit, I started to get annoyed. I sent them another email, and got the standard “we are investigating your case, blah blah blah” email, and in the following few days, I sent two more emails and received the exact same response.
I eventually got fed up and sent a somewhat snippy email back, but that seemed to work (or maybe enough time had passed) because I got the credit back within a day. YAY.
I ended up using it to buy a pair of workout shorts from Lorna Jane (didn’t want to risk it with shoes again), and the process for getting the shorts was just as easy as getting the shoes. And thankfully, they fit, so I didn’t have to go about asking for another refund. Aaaand big plus, they came in a proper Zalora delivery bag this time, with the logo across it and an indication to where the bag should be opened.
So, verdict? 3/5
Conclusion: While the process of buying and getting your items delivered to you is painless and super easy, God have mercy on your soul if you decide to ask for a refund. Returning the items and speaking with CS is pretty convenient, but the actual process of getting your money back will probably take some time. Also, keep in mind this is for store credit, so maybe those of you who got it via bank transfer had more luck.
So if you know what you want, and are super confident with sizing (and the fact that you’ll like your purchase), Zalora is great and definitely for you.
I, however, do not think I’ll be trying them again anytime soon.