Zalora is a fashion e-commerce portal which stocks local and international brands. Their products range from clothing to shoes, accessories, beauty and more. But the most important part which attracted me was the FREE DELIVERY and 30 DAYS FREE RETURN policies.
Just to share my first-hand experience. I chanced upon Zalora about 2 years ago when brick-and-mortar shopping became tougher with the demands of work and family. After kids came along, the luxury of shopping became a rushed event most of the time. With an active boy and napping schedules, shopping is just a grab-and-go affair. To clarify – I am not much of a window shopper to start with. I prefer to “shop-with-a-purpose” and the purpose will be to BUY! Simple hey!
And so, the only spare time I have is when kids are finally fast-asleep at midnight. I would be thinking about that friend’s birthday gift which I haven’t gotten a chance to buy; or that I badly need a pair of black ballet flats as my reliable old one had decided to turn into a snappy crocodile. The best solution at that weird witchy hours is to go online!
My first purchase at Zalora was a whole lot of T-shirts for my husband! I figured that he is a lot easier to please. His size is quite standard and harder to go wrong. Turned out that I got 4 out 6 T-shirts correct. The 2 odd ones – he looked too gay in that pink one and the other was too tight. Kim was pleasantly surprised when I told him I could return that 2 without incurring additional charges and a refund will be possible too. It was a breeze for the return – I just filled up the return forms; dropped them off at the post office and that’s it! The customer service person called a few times to check why I opt to return and if I had received the refund. Overall it was a good first experience.
Subsequently, it became my go-to shopping portal for a variety of items. Shoes, tops, dresses, bags!
Top 3 reasons why I am a returning customer:
1) Free 30 days return. This is just what I need. Most of the time, I am a size 7 but sometimes it can be 8 or 9 depending on the cutting (shoes I am talking about.) Not every online portal has such fuss free return and refund policy. Most do charge a return shipping cost. A winning policy for me; hands down.
2) Fast delivery. It is fast. fast. fast. Can you imagine their customer service is actually available 7 days a week! I received my purchases within 2 to 3 days most of the time. This is helpful when I need something urgently.
3) Predictive shopping. My guess – Zalora probably hired more IT professionals than merchandisers! It knew that online shopping is not just about providing the right goods. It is also about online presence, remembering customers’ likes, media engagement and more. You will realise that it remember your “viewed” items and promote similar items to you on the same page. When you are “missing” for too long, you will receive an email with some promo codes to nudge you to come by again and spend some money! hahaaa… It is addictive that way. It is smart that way.
Of course with every business, you won’t get it right 100% all the time. Some customer service personnel will test your patience while you test theirs too. Some paperwork might go missing – happened to me once; but after some rounds of explanation and apologies, they sorted it out. Overall I can say I am a happy customer because dissatisfaction was always rectified promptly and follow ups were sufficient.
Have you bought your Chinese New Year clothes? If not, do swing by to check out ZALORA for CNY Shopping for a wide selection of auspicious-looking sunny clothes!
Have fun shopping!
N.B: This post is part of a discussion with Zalora Singapore. Otherwise all views and opinions expressed remain writer’s own.