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Frequently Asked Questions

How do I place an order?

For full instruction, click here http://www.lazada.com.my/how-to-buy/


You can also check out our How to Buy video at: http://youtu.be/pxZEwduddBY

How can I order without an account on Lazada website?

You absolutely can 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"
    [Click here for screenshot]
  3. Enter your delivery information and choose your payment method
  4. Place your order

For more detailed instruction on how to order, check out www.lazada.com.my/how-to-buy

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.

How do I track my order status?

You can track your order online 24 hours/7 days by following these steps:

  1. Go to www.lazada.com.my/order-tracking
  2. Enter your order number and email address
  3. Press "Check now" to process

Or you can just click on Order Tracking on top of Lazada page, enter your order number and email address, then press "Track" to check your order status.

[Click here for screenshot]

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.

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
  • Delivery address for your existing order

Please send us your inquiry at www.lazada.com.my/contact. We will contact you as soon as possible.

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.

How can I change payment method for my existing order?

At Lazada, we do not offer an option to change payment method for your existing order. Hence, we suggest you place a new order and cancel your existing order immediately by sending us a request to cancel order at www.lazada.com.my/contact. We will help you cancel it.

Can I change or cancel an item in my existing order?

At Lazada, we do not offer an option to change or cancel an item in your existing order. Hence, we suggest you place a new order and cancel your existing order immediately by sending us a request to cancel order at www.lazada.com.my/contact. We will help you cancel it.

How can I cancel my order?

To cancel your order, please send us your request at www.lazada.com.my/contact. We will help you to cancel and notify you when is done.

I received an incomplete order, what should I do?

Please notify us immediately at www.lazada.com.my/contact 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 www.lazada.com.my/helpcenter/returns-refunds/#answer-faq-return-ans.

I received the wrong item, what should I do?

If the item you received is not what you originally ordered, we are happy to exchange the items for you. Please notify us immediately at www.lazada.com.my/contact. We will contact you right away.

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 www.lazada.com.my/helpcenter/returns-refunds/#answer-faq-return-ans.

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

If the item you received is damaged/ defective, we are happy to send you a replacement. Please notify us immediately at www.lazada.com.my/contact. We will contact you right away.

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 www.lazada.com.my/helpcenter/returns-refunds/#answer-faq-return-ans.

Within how long should I inform Lazada about my damage/defective/incorrect item?

For faster process, we really appreciate if you could get back to us within 48 hours upon receiving a damage/defective/incorrect item. Your item will still be entitled for our 14-day return policy.

Please notify us at www.lazada.com.my/contact. We will assist you right away.

For more information on How to return, you can check out www.lazada.com.my/helpcenter/returns-refunds/#answer-faq-return-ans.

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 www.lazada.com.my/how-to-buy.

If in any situation you cannot place an order online, please call 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 here for screenshot]

  • Click on "Remove item"
    [Click here for screenshot]

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

How much does it cost for shipping fee?

Lazada offers free shipping throughout Malaysia; however, a shipping fee may be applied depending on your order:

  • East Malaysia - RM 25 shipping fees for orders below RM 80
  • West Malaysia - RM 15 shipping fees for orders below RM 75
  • Klang Valley - RM 15 shipping fees for orders below RM 70
  • *Bulky Fees - shipping fees may be charged for heavy or bulky items

You can read more about Shipping at www.lazada.com.my/helpcenter/returns-refunds/#answer-faq-return-ans/.

How do I check my shipping fee when placing an order?

During checkout process, you can check your shipping fee in the Order Summary box.

[Click here for screenshot]

What is the shipping fee for?

Your shipping fee (and also bulky fee if any) is used to pay for licensing and insurance that protect you and your goods against unscrupulous or hazardous situations.

For futher information, please visit our Shipping page www.lazada.com.my/helpcenter/returns-refunds/#answer-faq-return-ans/.

What is bulky fee?

If your item is too big and heavy, a bulky fee/ oversized item surcharge will occur. Bulky fee is calculated based on the dimensions and/ or weight of your item.

For further information, please visit our Shipping page www.lazada.com.my/helpcenter/returns-refunds/#answer-faq-return-ans/.

How do I check my bulky fee when placing an order?

During checkout process, you can check your bulky fee (if any) in the Order Summary box.

[Click here for screenshot]

When will I receive my order?

After you have successfully placed your order, our Customer Service team will conduct a verification process and update you as soon as possible by email and SMS.

After successful verification, you can expect to receive your order within the following time frame:

  • In Metro areas: 1 - 6 working days
  • In Non-Metro areas: 3 - 10 working days

To get a more specific delivery window, please refer to www.lazada.com.my/helpcenter/returns-refunds/#answer-faq-return-ans/.
Also, you can check your order status anytime online with our Order Tracking tool at www.lazada.com.my/order-tracking.

How do I check delivery lead time of a product?

Click on the product you want and go to its product detail page. You will see the delivery lead time of that product on the right side of the page.

[Click here for screenshot]

Can I schedule the delivery of my order?

Our courier service is unable to provide scheduling of deliveries; therefore we can not guarantee delivery of your order for a specific time or date.

Yet you can rest assured we are working closely with our service partners to allow us to better serve you in the future.

Will Lazada call me before coming to deliver my order?

Our delivery team or courier partner will call you upon reaching your address.

Is there any domestic area Lazada cannot deliver to?

Lazada Malaysia can deliver to all domestic areas.

We work in partnership with 4 big logistic companies: Ta-Q-Bin, GDex, Poslaju, Citylink and also have our own delivery team to serve our customer best.

Can I pick up my order at Lazada office?

Lazada doesn't offer this option for now.

Does Lazada offer international shipments?

International shipment is not available at Lazada at the moment.

Is there somewhere I can go to view the products before purchasing?

Lazada is an online shopping mall, we do not have any physical stores or branches.
Should you have any questions regarding the products, please click here or check out the product page.

If you still cannot find the information you need, feel free to reach out to us at www.lazada.com.my/contact. We will be happy to assist you.

Can Lazada deliver the package to my office?

Lazada will deliver your order following the address you provide during checkout, whether it is your house address or office address.

[Click here for screenshot]

In case you want to change your delivery address afterward, please send us your inquiry at www.lazada.com.my/contact, we will help you to change the address and also send you a confirmation once done.

What if I am not at home when the package arrives?

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 www.lazada.com.my/contact immediately after purchasing to inform us. The third party should present a valid ID along with the letter of authorization from you.

The tracking number provided to me is invalid/ not working, what should I do?

Tracking information may not yet be available for your order; it will be available the next business day when our logistic partners have updated their records.

Yet you can check your order status with our Order Tracking tool www.lazada.com.my/order-tracking. Lazada's system is updated daily to provide you with the best tracking service.

If after 1 business day you still have problem with your tracking number, please reach out to us at www.lazada.com.my/contact. We will assist you right away.

Can I check my parcel before paying for it?

Yes. Upon receipt, we encourage you to examine the outside of your parcel carefully to make sure the parcel is in good condition and there's no sign of delivery damage.

For further checking inside the parcel, you will need to make payment first.

Which payment methods does Lazada offer?

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

  • Cash On Delivery (COD - What is it? Click)
  • Credit/ Debit Card
  • Online Banking
  • Paypal
  • Maybank Installments

For more details on each payment method, please refer to www.lazada.com.my/payment-methods.

Do you know how to choose your payment method during checkout? [Click here for screenshot]

What is COD?

COD stands for Cash On Delivery. With this payment method, you can pay in cash to the delivery agent upon receipt of your order. This service is currently available in Klang Valley and certain areas in Penang and Johor Bahru. However, this depends on your postal code and if that particular area is covered by our courier partners.

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

How to avail the installment?

Lazada offers 6-month and 12-month to Maybank credit cardholders on selected items.

How to place an order with Maybank Credit Card Installment:

  1. Log in to your Lazada account (sign up if you still have none)
  2. Select any of the items with Maybank Installment pomotions page and proceed to checkout
  3. The installment rate will be reflected during checkout
  4. Proceed to log in to your account and fill in the delivery details
  5. Once done, the final stage will be to fill in the credit card details to complete the transaction, MSOS cod will be required as security measure

For more detailed instruction, please visit www.lazada.com.my/payment-methods.

Which credit cards are accepted for payment?

Lazada accepts all Visa and MasterCards, both Credit and Debit, and is 3D Secure (Verified by Visa, and MasterCard Secure) enabled. All your credit card information are protected by means of industry- leading encryption standards.

Please note that additional charges may be incurred if you are using a non-Malaysian issued card due to Foreign Exchange.

You can read more about our Payment methods at www.lazada.com.my/payment-methods.

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 contact us at www.lazada.com.my/contact.

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

We can assist you in this case; however, it is not encouraged in terms of transaction safety.

If you want to use a credit card which is not under your name, please contact us through www.lazada.com.my/contact so we can provide assistance. We may need you to send us a copy of the cardholder's ID and credit card.

What is Paypal and is it safe to use?

PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe (SSL technology), and easy method of payment without disclosing your credit card or other financial information to the merchant.

Will I be charged for opening a Paypal account?

You will not be charged to open a PayPal account and transfer money from your bank account to your PayPal account. In addition, there is no fee charged for the purchase of goods using your PayPal account.

When will my payment be deducted from my PayPal account?

Payment will be deducted from your PayPal account immediately.

Where can I request an official receipt?

To request an official receipt, please send your request to www.lazada.com.my/contact. We will assist you right away.

For items fulfilled by our merchants ("Available from Seller" items), the seller's invoice will be included on the delivery.

For retail items, official receipts can be issued upon request and only when orders are completely delivered. All official receipts will be sent via email.

How can I know if my payment was successful or fail?

An email notification of whether your payment was successful or not will be sent to you once your order has been confirmed.

You can also check your payment status through our Order Tracking tool at www.lazada.com.my/order-tracking.

Why did I receive an email requesting me to send a copy of my ID card/ credit card?

At Lazada, we take the security of your identity and online transaction seriously. Therefore we may need to seek your assistance in sending us a copy of your ID card/ credit card (front and back).

We will only begin processing your order once your purchase has been verified. All orders with pending verification after 48 hours from the time of order will be auto-cancelled and refunded.

Why was my order charged wrong amount?

Your order might incur a shipping fee or bulky fee. For more information on these extra fee terms, please refer to www.lazada.com.my/helpcenter/returns-refunds/#answer-faq-return-ans.

If your order was indeed charged wrong amount, please contact us at www.lazada.com.my/contact. We will assist you right away.

What is Lazada Returns & Refunds policy?

Our return policy allows for item(s) return and your choice of a full refund or replacement item(s). However, we do have a couple simple requirements for processing a return.

You may want to return your order due to any of the following reasons:

Reasons Description
Damaged The product is damaged in delivery
Defective The product does not function as described in its manufacturer specification
Incorrect/wrong item Not the product the customer ordered (e.g. wrong size or wrong color)
Missing items/parts Missing items/parts as indicated in the packaging
Does not fit Customer receives the size that was ordered but it does not fit
Website error The product does not match website specifications, description, or image (this issue is attributable to a website error/misinformation)

Unless otherwise stated in the product description, the general requirements for returns are as follows:

  • Returned item must be shipped back to us within fourteen (14) calendar days. Countdown starts from the date you received the item to the post stamp stated on the parcel you return to us.
  • You have proof of purchase (order number, buying invoice, delivery note or bank statement)
  • The product must not fall into the non-returnable product list (Click here to see the list)
  • The goods must be in new condition and returned in the original packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it
  • The product must not have been used or installed or had any data inputted
  • All sealed items must not be opened

In case you have opened the seal, please refer for assistance to the relevant service center indicated on your warranty card. (More Warranty information? Click)

Which products are not eligible for return?

We will not accept returns for any of the following products:

Category Non-returnable Products
Mobiles & Tablets
Consumer Electronics
Computers & Laptops
Cameras
Apple's products (iPhone, iPad, iPod, iMac…)
Electronic products with warranty activated or seal broken
Home Appliances Electro-Refrigeration products
Clothes, Shoes & Bags
Sports & Outdoors

Socks, underwear, swimwear, swim caps
Toys, Kids & Babies Milk, baby food, food and beverage for moms & babies
Baby underwear, baby swimwear
Media, Game & Music Periodical books, newspapers, magazines and journals
Video tape, DVD, VCD, audio, video games, softwares or products of the same type
E-books, E-journals, E-coupons, coupons
Health & Beauty Cosmetics and Fragrances
Supplement products
Personal pleasure products
Other products Clearance products
Free gifts
Products exchanged from Premium program
Food and Beverage
Flowers and products with a limited period of use
Can I return an item after 14 days upon receipt?

Your item cannot be returned after 14 days upon receipt; it can only be serviced.

We suggest you contact and send the item directly to its warranty center for prompt assistance. You can find all the contact information of your product's warranty center on the warranty card inside your package.

Kindly read more about Warranty here.

How do I return an item?

Before returning an item, please check out our Returns & Refunds policy to make sure your item is eligible for return.

Then just follow these 5 easy steps:

  1. Login to your account
  2. Go to "My orders"
  3. Pick the order to return and click "Return"
  4. Fill in the online return form
  5. Print out the return slip and include it in your returned package

Please send your returned package through Pos Laju (other courier service provides are also accepted) to:

Lazada Returns Department
Subang 1 Block B Lot 36545,
Jalan TS 6/1 Taman,
Perindustrian Subang 47510,
Subang jaya Selangor

For detailed instruction on How to return, please go to www.lazada.com.my/helpcenter/returns-refunds/#answer-faq-return-ans.

NOTE: Our online return form can only be accessed when your item has been delivered. In case you have already received your item but still see this message "Item not yet delivered" and cannot access the return form, kindly notify us at www.lazada.com.my/contact so we can assist you promptly.

How do I track my return status?

You can track your return status using the tracking number provided to you by our logistic partners or you can also use our Order Tracking tool www.lazada.com.my/order-tracking.

How long is the quality evaluation process?

Replacement/ Refund process only begins after we have completed evaluating your returned product.
This quality evaluation process may last up to 2 business days.

Does Lazada cover the shipment cost/ EMS cost for returns?

Shipment cost/ EMS cost for returns needs to be paid by you first.
Then after we have received the item, we will conduct an evaluation process and refund the shipment amount if your return is valid.

How long does it take to replace my item?

Replacement process begins after we have completed evaluating your returned product. This quality evaluation process may take up to 2 business days. We will send you an email and SMS notification once completed.

Please expect to receive your replacement within the following time frame:

  • In Metro areas: 1 - 6 working days
  • In Non-Metro areas: 3 - 10 working days
How do I know if replacement has been processed?

You will receive an email notification stating that we are now processing the replacement for your order. You will also be given a new order number.

What is store credit?

Store credit is a return mechanism worth equally to the value of product you ordered.
You can use the store credit like a voucher code to purchase any item. Store credit can only be used for one-time purchase and is valid for 1 year.

How do I use my store credit?

If you have been issued a store credit, you will have received a voucher number.

Please enter this voucher number in the voucher code box and click "Use voucher" during checkout. A corresponding deduction will be applied to your total amount.

[Click here for screenshot]

I have returned my item. How soon will I receive my refund?

Refund process begins after we have completed evaluating your returned product. This quality evaluation process may take up to 2 business days. We will send you an email and SMS notification once completed.

To process your refund more quickly, you have the option to request a refund via gift voucher/store credit, which must be indicated in the Return Form. Otherwise, you will be refunded according to the following table:

Payment Method (at the time of purchase) Refund Method Processing Time (after return has been evaluated)
Credit card/Debit card Credit card 5 - 15 working days (depending on your bank)
Paypal Paypal 1 - 3 working days
Cash on Delivery (COD) Bank transfer/Store credit 1 - 3 working days
Gift voucher Store credit 1 - 3 working days
What if I fail to use my store credit within the allocated time frame?

No worries! We can reactivate the store credit for you.

However, please note that reactivation of store credit can only be done once. Store credit that has exceeded the reactivation period is deemed void.

How do I use my voucher?

Vouchers can only be used during checkout.

  1. At Payment step, you will find a voucher code box under Order Summary (on the right side of the page)
  2. To use your voucher code, enter it in the voucher code box and click "Use Voucher"
  3. A corresponding deduction will be applied to your total amount
    [Click here for screenshot]

Please note that you may need to log in to your account in order to use your voucher. Make sure to check if the voucher has been applied to your purchase before submitting the order.

Please also note that vouchers sometimes have a minimum spend associated to them, and as such might cause your code to be invalid depending on the size of your shopping cart.

Can I use a voucher for my existing order?

We are unable to add the voucher code for you within the system.
Voucher codes must be entered when you are at Payment step during checkout.

Do I need a Lazada account to use vouchers?

Yes. You may be required to log in to your Lazada account in order to use vouchers.

To register for an account, kindly follow these 3 easy steps:

  1. Go to www.lazada.com.my/customer/account/create/
    Or click on Login & Signup in the top right corner of the page and choose "Sign Up Now"
    [Click here for screenshot]
  2. Fill in the details
  3. Click "Submit"

An email will be sent to you to notify your successful registration.

What is the minimum purchase of a Newsletter voucher?

Newsletter voucher requires a minimum purchase of RM 100.

You need to log in to your account in order to use this voucher. Please note that the email you use for account login should be the one to which we sent your voucher code.

Can I use different vouchers at the same time?

You can only use 1 voucher/ voucher code per transaction.

How long is my voucher valid?

It varies. The expiration date is always displayed on your vouchers/ voucher codes.

Generally, vouchers/ voucher codes are valid for 30 days or less. The 30 days starts from the day you are notified that you have received a voucher.

If you receive a voucher code via email, the expiry date of the vouchers/ voucher codes will be indicated in the email.

What happens if my voucher expires?

An expired voucher/ voucher code is no longer valid. But don't worry, we will remind you to use your gift before it expires.

Why do I get a message saying my voucher is invalid while trying to use it during checkout?

Each voucher may have different terms on minimum purchase and expiry period.

Please make sure your voucher is still valid and your order amount exceeds the minimum spend required.

How can I know about the promotions/ sales Lazada offers?

You can subscribe to our Newsletter to hear about all the latest promotions, get updates on the hottest new arrivals and enjoy exclusive voucher offers.

[Click here for screenshot]

Also you can check out our new deals and promotions right on our homepage www.lazada.com.my.

What is Mastercard Monday Promotion?

This promotion is only valid on Mondays for Mastercard holders (credit & debit), and not valid with any voucher and store credit usage.

What is BCard and how does it work?

BCard is a premier lifestyle and brand-focused reward programme which allows members to collect points and redeem them at participating outlets. You can earn 1 BPoint for every RM1.00 spent at www.lazada.com.my

How do I earn BPoints from Lazada?

Simply enter your 16 digits BCard number at the order confirmation page and click “Add Points”.

NOTE: BPoints cannot be added if you make a purchase using Mobile App.

Can I exchange my BPoints for cash?

No, you can't. BPoints can only be used for redemption purposes.

Can I redeem my BPoints at Lazada website?

No, you can't. Redemption BPoints is currently available at BCARD website. Please visit www.bcard.com.my.

Will I get my BPoints immediately after making my purchase?

Your BPoints will be recorded into your BCard account 45 days after your date of purchase.

Is there an expiry date to my BPoints?

Your BPoints will expire 36 months after issuance, on a first in first out basis.

Can I keep track of my BPoints expiry?

To track your BPoints expiry, you can simply login to BCard website at www.bcard.com.my or contact BCard call centre at 03-2119 2999.

Why didn't I receive my free gifts?

Our merchants decide on the maximum value of their gifts. In some cases, you may not receive your free gift as it is 'first come first serve' basis while stocks last.

How do I order for corporate/bulk?

To order for corporate/ bulk, please contact us at b2b@lazada.com.my and clearly mention your product names and SKUs, quantity, delivery address, etc.

Our corporate sales team will contact you soon and provide you with a quotation and necessary information for your reference.

For more information, please refer to our Corporate Sales page www.lazada.com.my/corporate-sales.

How much discount can I get for corporate/bulk orders?

Depending on the products and volume of your order, our corporate sales team can, in most cases, provide you with a better price than the one quoted on the website.

Please send your request to b2b@lazada.com.my and tell us which products you want to order; we will assist you right away.

For more information, please refer to our Corporate Sales page www.lazada.com.my/corporate-sales.

Is GST included in the quotation?

GST included.

Is shipping fee included in the product price?

Shipping and handling fee will be included in the product price.
If the purchased items are bulky, a fixed surcharge will be imposed by our delivery partners.

For more information, please refer to our Corporate Sales page www.lazada.com.my/corporate-sales.

What is the payment method for B2B orders?

We accept cheque addressed to E-Cart Services Sdn. Bhd or payment via online banking directly to Lazada's Citibank account.

For more information, please refer to our Corporate Sales page www.lazada.com.my/corporate-sales.

How long does it take to deliver B2B orders?

Normally, delivery lead time is:

  • Klang Valley: within 7 days after verification completes
  • Peninsular & East Msia: within 14 days after verification completes

For more information, please refer to our Corporate Sales page www.lazada.com.my/corporate-sales.

Can the products in B2B orders be returned?

B2B orders are not accepted for returns due to security and management reasons.

If your item is defective, you can directly contact your product manufacturer or service center for thorough and helpful assistance.

For more information, please refer to our Corporate Sales page www.lazada.com.my/corporate-sales.

Is the product available?

Please contact us at b2b@lazada.com.my and clearly mention the products you want to order, we will check on the stock and inform you right away.

For more information, please refer to our Corporate Sales page www.lazada.com.my/corporate-sales.

Is the product genuine?

All Lazada products are 100% genuine and serviced at genuine warranty centers.

Are promotions for retail orders also applied for B2B orders (e.g. vouchers, Master card discount...)?

Lazada always aims to offer customers the best prices in the market with the best quality products. Each type of orders (retail or B2B orders) has their own characteristics, programs and advantages. Hence, promotions for retail orders aren't applied for B2B orders.

For more information, please refer to our Corporate Sales page www.lazada.com.my/corporate-sales.

Does Lazada offer installation and technical support service?

Lazada does not offer installation and technical support service for now.

How do I register for a Lazada account?

Register for a Lazada account is fast and easy.

  1. Go to www.lazada.com.my/customer/account/create/
    Or click on Login & Signup in the top right corner of the page and choose "Sign Up Now"
    [Click here for screenshot]
  2. Fill in the details
  3. Click "Submit"

An email will be sent to you to notify your successful registration.

I cannot log in to my account, what should I do?

You can click on "Forget Password".

[Click here for screenshot]

We will send a link to your email address allowing you to create your new password. Then you can log in to your account with the new password.

I forgot my password, what should I do?

No worries! Just click on "Forget Password".

[Click here for screenshot]

We will send a link to your email address allowing you to create your new password. Then you can log in to your account with the new password.

How do I change the information in my account?

To change the information in your Lazada account, you can log in to your account, choose Account Control Panel, and edit anything you want (e.g. address, phone number, email).

How do I contact Lazada customer service?

If you have any inquiry or feedback for Lazada, please leave us a message at www.lazada.com.my/contact or you can call us at 03 8601 1888.

  • Monday - Friday: 8am to 9pm
  • Weekends and public holidays: 9am to 6pm

We are more than happy to assist you.

How to check product warranty?

You can check product warranty through:

  1. Warranty card inside your package
  2. Under tab Specifications on product page
    [Click here for screenshot]
How do I go about servicing my product?

You can directly contact or send your product to its Warranty Center following the address on your Warranty Card; or you can also send it to Lazada office and we will help you transfer it to the Warranty Center.

However, we would suggest you send the product directly to its Warranty Center for a faster process.

Where are the warranty centers?

Please check your Warranty card (inside your package) for the contact and address of your Warranty Center.

How long does it take to repair my product?

If your item is within warranty duration, we will process your repair request in accordance with our supplier. It takes about 30 days depending on each supplier.

If my product is within warranty duration, do I need to pay for repairs?

If your product is within warranty duration and is damaged by mechanical or electrical systems, you don't have to worry about the repairing cost. We will cover it.

If my product is out of warranty duration, do I need to pay for repairs?

If your product is out of warranty duration, you will be responsible for repairing cost.
We suggest you to repair the product at the warranty center authorized by the manufacturer (the warranty center on your Warranty card) for better quality services.

Why are Lazada products cheaper than others?

We have a large warehouse that can accommodate many products in stock. Moreover, we also can directly buy goods from manufacturers with a cheaper price.

How do I know the stock Lazada have?

Choose the product you want and go to its product page.

You will see the stock information on the right side of the page, where it shows clear number of stock if below 5 or mentions "In Stock" if the available stock is more than 5.

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Where can I get more product information?

On the product page, you can read all the product information (e.g. product size, warranty duration, manufacturer name, etc.) under tab "Product details" and "Specifications".

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Do I have to pay extra duties or taxes for Internationally shipped items?

All internationally shipped items from Lazada Marketplace may be delivered at no additional cost, including customs fee, VAT and import duty. Hence, you are not expected to pay any duties or taxes.

If you are asked by Customs or our logistic partner to pay duties, or requested to present a personal ID, please contact our Customer Service [Click] for clarification.

NOTE: When customs clearance procedures are required, this might cause delays beyond our original delivery estimates - kindly liaise with our Customer Service to get new estimated delivery times.

To learn more about our Internationally shipped items, please visit www.lazada.com.my/international-product-policy

What if I want to cancel my Internationally shipped item?

Selected internationally shipped items fall under the following cancellation policy:

  • If your order has not yet been dispatched from the seller's: cancellation is allowed.
  • If your order has already been dispatched from the seller's: by default, cancellation is not allowed.

To request for a cancellation, please contact our Customer Service [Click] who will link with the Seller. If an agreement is reached, the seller will return the parcel to its origin. If no agreement is reached, the order will not be cancelled and will proceed.

To learn more about our Internationally shipped items, please visit www.lazada.com.my/international-product-policy

What should I be aware of when buying Internationally shipped items?

For Internationally shipped items, kindly note the following:

  • Warranty may not be valid; manufacturer service options may not be available.
  • Product default language settings, product manuals, instructions and safety warnings may not be in destination country languages.
  • The products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements.
  • The products may not conform to destination country voltage and other electrical standards (adapter or converter may not included).

To learn more about our Internationally shipped items, please visit www.lazada.com.my/international-product-policy

Where can I drop my CV to be a part of Lazada team?

Here at Lazada, we aim to bring the latest gadgets, electronics, toys, health and beauty, sports products, right to your doorstep. Due to the insatiable demands of our customers and the constant new challenges, we are always searching for talent to help us reach our goals.

You would have the chance to work with a group of highly innovative, enthusiastic and ambitious individuals committed to redefining the online shopping experience.
If you believe that you have what it takes to be part of the future leader of the online retail shopping experience, we would be delighted to hear from you.

Visit our Career page www.lazada.com.my/careers for all opening vacancies.