Orders

How do I register?

You can create a Zilingo Shopping account by following the 5 simple steps below :

  • Click on Login/Sign up
  • Click on Register
  • Create a new Zilingo Shopping account using your email ID or register via Facebook
  • Fill your personal details
  • Click on “Submit” and you’re all done!

How do I place an order?

  • Pick the products you love
  • Choose the colour and size that’s perfect for you
  • Click Add to cart or buy now and click “continue”
  • Sign in via Facebook / Email
  • Type your delivery address and other details
  • Select your payment method and click on “Checkout”
  • Enter your payment details on the secure page
  • Woohoo! You will receive an order confirmation email once your order has been placed successfully.

How do I search for products?

You can search for products by browsing for collections, products, brands, campaigns on the “Search bar”, on the top right corner. Tell us what you’re looking for and we will find it for you!

How can I add or remove items from my shopping cart?

To add items, you can click on “Add to cart” on the product page.
To remove or view items, click on “Go to cart” or “Cart Icon” (top right corner of the page on desktop and mobile), and select the items you wish to remove.

Is it possible to place an order on Facebook?

No. You can place an order only via our website www.zilingo.com or download our APP via Google Playstore or APP Store.

How can I cancel my order?

If you wish to cancel your order, please do reach out to our customer care team here and we will process your cancellation request at our end.

Vouchers

I used a voucher, but I want to return. Will I get the voucher back?

We’re sorry, the vouchers offered by Zilingo Shopping are single use only and will not be issued again.

How to apply vouchers?

To apply a voucher, you can click on Cart > CLICK ENTER COUPON CODE > APPLY COUPON CODE.

Cashback

What is Zilingo Shopping cashback?

Zilingo Shopping cashback are points you earn when spending on Zilingo Shopping. The more cashback accumulated, the more benefits can be enjoyed on the Zilingo Shopping site.

How to earn cashback?

The more you shop the more you earn! Once an order eligible for cashback has been confirmed, cashback will automatically be added to your Zilingo Shopping account.
The amount of cashback given depends on the amount spent on Zilingo Shopping, products purchased, date-time of purchase, and number of purchases on Zilingo Shopping. The amount you earn for a specific purchase is displayed at the time of purchase. The maximum cashback you can earn varies from offer to offer.
*Terms and conditions are subject to change.

How do I get my cashback?

You earn cashback only on certain “eligible” products. On purchasing such products, cashback will automatically be added to your Zilingo Shopping account.

How to find out my total earned cashback?

You can view a detailed summary of the cashback earned under:-
Account > Cashback.

I’ve been shopping a lot on Zilingo Shopping, but I have not received any cashback?

The cashback program started on the 28/5/2018. Purchases before this are not eligible for cashback.
The amount of cashback given depends on the amount spent on Zilingo Shopping, products purchased, date & time of purchase, and number of purchases on Zilingo Shopping. The amount you earn for a specific purchase is displayed at the time of purchase.

Is there a maximum limit to the cashback I can earn?

There is a maximum limit to how much cashback can be earned per purchase. The amount earned for a specific purchase is displayed at the time of the purchase.

I bought items with cashback and returned the items, can I re-claim the cashback amount I used to purchase the returned items?

Yes, if you have returned your order/parts of order within the return T&C guidelines, you will receive the cashback used for the returned order/part of order back on your cashback account.This will usually take 4-5 working days to process.

I bought items with cashback and then cancelled my order, can I re-claim the cashback amount I used to purchase the returned items?

Yes, if you have cancelled your order within the cancellation T&C guidelines you will receive the unused cashback back to your cashback account. This usually takes 4-5 working days to process.

Payments

Which currency can I pay in?

You can currently pay in PHP only.

How to pay?

To make a payment , Click on Cart > “Continue” > Select or input delivery address > Select Payment method (COD/Credit/ Debit Card/ Offline Epay, Internet banking) , and then click on “ Pay”

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

No. Unfortunately, once the order has been placed, you may not change your payment method.

What are the available payment methods on Zilingo Shopping?

We offer the following payment methods :

  • Cash on Delivery (COD)
  • Credit Card/ Debit Card
  • Net Banking/Online Payment via Dragonpay
  • Tendopay: It is an installment plan solution that gives you the convenience to buy now and pay later for your online purchases, without the need for credit cards or bank accounts. You may check this link to learn more about this service.
  • Payment Center Partners
    Bayad Center, Cebuana Lhuillier, M Lhuillier, LBC, ECPAY, BDO, BPI, Metrobank, Eastwest Bank and PNB

For more details on each payment method, contact our customer care team here.

Which credit cards are accepted for payment?

Zilingo Shopping accepts all major credit cards supported by VISA, Amex or Mastercard.
Your card details will be protected using the PCI DSS Compliance (The Payment Card Industry Data Security Standard ) used by our payment gateway partners.

Does Zilingo Shopping keep my credit card details once the transaction is completed?

We do not retain your credit card information after your order is completed; it is submitted directly to our payment gateway partners for payment processing.
Please be assured that every credit card transaction on Zilingo Shopping occurs within a secure environment.
Your card details will be protected using the PCI DSS Compliance (The Payment Card Industry Data Security Standard ) used by our payment gateway partners.

Shipping and delivery

I received an “Order Confirmation” email. When will I get my item?

You will receive your order in 3-5 working days if you are from Metro Manila and 7-10 working days if outside Metro Manila once you have received the order confirmation email. This timeline might be longer if you have ordered from an international seller.

Due to COVID-19 PH government mandated Enhanced Community Quarantine, please expect delays in basic essential orders Metro Manila delivery. All non-essentials for Metro Manila delivery, and all orders outside of Metro Manila delivery will be scheduled once Enhance Community Quarantine has been lifted.

Will I get a call before delivery?

Not necessarily. As we work with multiple delivery partners, they each have their own levels of communications, such as SMSes, emails or calls.
Typically, they do contact the customer, prior to their arrival, but we are not able to guarantee that. If you are not available at the time of your delivery attempt, the courier partner will surely try to re-deliver to you at another time.

How to track my order?

You can track the real-time status of your order by clicking on “Profile” (Top right corner). Select “Orders” in the drop down menu to view details of your purchases.
Select the SOD you want to view and click “View”.

What if I’m not at home during delivery?

If you are not available at the time of your delivery attempt, our courier partner will surely try to re-deliver to you at another time.

  • For COD orders:
    You can inform your authorized representative about the delivery, order details and the amount for the order.

  • For Non-COD orders:
    You can provide your representative with an authorization letter and a copy of your valid ID to claim your purchase on your behalf. Your authorized representative should also present a valid ID upon delivery for verification purposes.

In the event you wish to change your delivery address, please submit your request to our customer care team by clicking here so that we can make the necessary arrangements.

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

Please drop your request to our customer care team by clicking here and we will make the changes for you.

Can I check the item before signing during delivery?

No. The parcel can only be opened once you signed for the package. If you find an issue with the item, you can reach out to us here, and we will be more than happy to assist you with the returns process.

What are the operating hours of delivery service?

We work with multiple delivery partners, and operating hours for each delivery partner may differ. However, you can expect your item to be delivered from 8:30am to 7:30pm.
Our delivery partners will contact you prior to the delivery attempt in order to communicate the exact time of delivery.

I received a delivery confirmation email, but I have still not received my item?

In such cases, we advise you to check with your friends or family members incase they have accepted the parcel on your behalf.
Incase you still fail to locate your parcel, you can reach out to our customer care team here, and we will be happy to assist you.

I ordered 3 items but only received only 1. Why?

If you ordered from multiple sellers or storefronts in one order, then you would receive your order in separate parcels from each seller.
However, if you ordered all the items from the same seller and still find some items missing in your parcel, then please reach out to our customer care team by clicking here and we will investigate the matter for you right away.

Can I pick my order from Zilingo Shopping office?

Unfortunately, we do not offer such a service right now.

Is it possible to get next day delivery?

Zilingo Shopping does not offer next day delivery services at the moment. However, please be rest assured that we will try our best to ensure your parcel is delivered within the promised delivery time.

What is the delivery fee charged by Zilingo Shopping?

There is a minimum shipping fee of 99 Php per seller or storefront. Shipping fee is subject to change based on your order quantity.

Do note that the shipping fee is subject to change during promotions, ensure to check your shipping fee on the checkout page.

Returns/ Exchanges

How can I schedule a return for my order?

  • If you want to return a product, feel free to reach out to our Customer Care team by clicking here.
  • Fill up the form with the details of the product you want to return and attach supporting images, especially if the product for return is damaged/defective.
  • Repack the item neatly.
  • Our team will get back to you regarding the return scheduling and the parcel will be picked up from you within 3 to 5 working days.

What is local service warranty?

  • For any defects, damage item received within 7 days from the delivery date, you can go to the nearest service center and bring along the seller’s invoice and proof of warranty to be eligible to the local service warranty.
  • For more details of the seller’s warranty policy, you may check it from the seller’s storefront page.
  • For branded items, if item becomes defective and beyond 7 days return policy, you can bring the item to the nearest service center of the brand along with the original copy of warranty slip.

Where is the service center near me?

You may check this information from seller’s warranty policy on seller’s storefront page.

Is it possible to exchange my order instead of opting for refund?

Once an item has returned, a refund will be processed and you an place another order.

Which items are not eligible for return?

Are there any items not eligible for return?

Yes, given below is the list of products not eligible for return:

  • Lingerie and Nightwear
  • Swimwear
  • Shapewear
  • Underwear
  • Socks
  • Non-damaged, non-defective electronics with broken seals/tampered bar codes

In which situations can I request for a return?

A return can be requested in case of the following situations:

  • Item was damaged or defective
  • Wrong item was sent by the seller (Please note that the product image as seen on the Zilingo website may or may not be an exact representation of the product shipped to you)
  • Wrong size/specifications
  • Missing parts / accessories

For Electronics and Appliances

  • Item should be returned including the seller’s invoice

What is the packaging guidelines for my return?

Items should be packed carefully, including its accessories, receipt/invoices, warranty slip. If you are in an “Unserviceable area”, items can be returned to the nearest LBC. Additional packaging is required by LBC (bubble wrap, in carton, etc). Please provide the receipt to Customer Care team and Zilingo will process the refund.

Packing of clothes and accessories and other ordinary items:

  • Return the items to its original packaging, including the tags and make sure it is protected upon shipping.

Packing of glass, bottles and other items that can be leaked:

  • If there is a leak, please put an additional seal or tape the sealing portion
  • Use plastic, zip locks, cans or any plastic wares to protect any breakable items
  • For items with sharp edges, cover with tape or bubble wrap

Packing of gadgets and other electronics and appliances:

  • Remove any unnecessary data like password, pictures, etc.
  • Ensure it is in its original packaging including the manual, seller’s invoice, warranty slip
  • Battery is removed or turned off if the battery is non-detachable
  • For big appliances like televisions and air-conditioner, use cardboard and tapes to protect the four corners

What is the time period within which a product is eligible for return?

The time period varies by product category and is given below:

Category No. of days (after delivery)
Fashion items 14 calendar days
Non-fashion items 07 calendar days

Can I return a part of my order?

Yes, as long as the item is not part of a bundle or a set when ordered. In this case, you can submit your request to our Customer Care team by clicking here and we will process your return accordingly.

Do I have to bear the shipping cost for a returned product?

You are not required to pay any shipping fee for returns. It is completely free for you!

What are the possible reasons why returned orders are rejected?

  • You have filed a return request beyond the returns policy
  • Improper and incomplete packaging
  • For electronics like laptop, cellphone and other gadgets, please remove your personal information and password.

Non-compliance may result in returned item being rejected.

How can I track the status of my return?

Please keep your return tracking number to track the status of your returned item or you can contact our Customer Care team by clicking here.

Do I need to return my freebies and accessories?

Yes, items should be complete including the freebies and accessories.

What should I do if the amount refunded to me is incorrect?

We’re really sorry if we’ve made a mistake with your refund! If this is the case please contact our Customer Care team here and we’ll try to sort it out for you as soon as possible.

Please note that if one item from your entire sub order (SOD) was refunded, the delivery fee for this item will not be included in the refund amount.

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