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Help Center - Orders & Payment

How do I place an order?

For full instruction, click here www.lazada.sg/howtoshop

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"
  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.sg/howtoshop

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.

I have ordered and confirmed payment with Lazada, what should I do next?

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 2 to 4 working days for local items. If you have ordered from an overseas seller(s), delivery time may vary from 5 to 20 working days depending on the seller.

You can track your order anytime at www.lazada.sg/order-tracking.

Does Lazada have a mobile app?

Yes, Lazada has both Android and iOS app that you can download via the following links:

Can I place a corporate/bulk order?

Yes, we are happy to support you in placing corporate/bulk orders. Kindly contact us at www.lazada.sg/contact for more assistance.

Can I call Lazada to place an order?

Unfortunately for security purpose, our customer service representatives cannot place the order over the phone for you. However, we can give you detailed instructions on how to place your order.

Placing an order at Lazada is really simple. We highly recommend you to check out our online guide here www.lazada.sg/howtoshop.

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 "Remove item"

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

How do I search for a product I want to purchase on Lazada?

You can search for a product on Lazada using the following methods:

  • Use the category navigation tool located on the left of the page
  • Use the search engine tool located on the top of the page and type in your keywords

For full instructions with screenshots, please check out our How to buy guide at www.lazada.sg/howtoshop.

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.

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 www.lazada.sg/payment-methods.

Do you know how to choose your payment method during checkout?

For more payments using American Express Credit Card, please refer to our step-by-step guide at www.lazada.sg/amex_payment.

Will I receive communication if my payment status whether it fails or is successful?

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.sg/order-tracking.

What is MasterPass?

MasterPass by MasterCard is a digital payments platform that simplifies the way you shop online. It is the perfect combination of security and convenience. Safely store your payment and shipping information so you can spend less time checking out and more time enjoying the things you love. With MasterPass you can pay with just one click.

You only need to register once with MasterPass. Then whenever you shop, simply click the "Buy with MasterPass" button at checkout.

Having a MasterPass digital wallet allows you to shop online with merchants all around the world with total peace of mind.

Please feel free to call the MasterPass HotLine at 800-110-2019 or 1-888-974-9664 or check out the standard FAQ page if you need more information.

Which credit cards are accepted for payment?

Lazada accepts all major credit cards supported by VISA, MasterCard and AMEX. Your card details will be protected using industry-leading encryption standards.

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

What is Cash On Delivery?

With Cash On Delivery payment method, you can pay in cash to the delivery agent upon receipt of your order. We accept Cash on Delivery island-wide for all orders below 500 SGD. We do not accept cheques or card on delivery.

Please note that the Cash On Delivery option might not be available for some items. Kindly refer to the respective product page for more information.

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

If I place a COD order with items from multiple sellers, will I have to make the full payment on the first delivery or separate payments?

Unfortunately, you cannot make the full cash payment on the first delivery. The parcels will be sent out by the different sellers seperately and the payment will be collected based on the items in the parcel.

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

We encourage you to use a Singapore Paypal account when making a purchase using Paypal on our website.

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

How can I delete my credit card details?

If you would like to delete your credit card details stored in your Lazada Account, you can simply follow the steps below and delete your card information.

  1. Go to "Manage my Account" tab on the top-right corner of the website
  2. Select the "My Payment Methods" tab and confirm your identity with your login details
  3. Click on "Delete Card" for the respective card that you would like to delete

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.

What is helloPay?

helloPay is an online payment service that enables you to pay online securely, instantly, and cost-effectively - without entering your payment details every time; you can use all of helloPay's payment options without creating an account.

Do I need a helloPay account to use it?

Certainly not. helloPay will only ask you for the absolute minimum of information needed to complete your transaction as quickly as possible. If you choose to, you can create an account at the end of the checkout process, to make your next purchase even faster and easier.

How can I pay using helloPay?

If you don't have an account yet, helloPay will only ask you for the very minimum of information. This keeps things fast and simple, and protects your privacy. The exact information needed differs between helloPay's payment methods. For example, customers using a credit or debit card will typically only be asked for the card number, expiry date and security code of their card.

If you choose to create an account with helloPay, payment will be even simpler: you can log into helloPay using your email adress or mobile number, and if helloPay has your card details already stored or if you topped-up your account at an earlier time, you are already done! Just confirm the transaction, and that's it.

How do I top-up my helloPay account?

Topping up your account will make your payment even faster! Once you have created an account, you can add money to your helloPayaccount using a range of payment options. We need to ensure that we can reach you - after all, some of your money is stored with us - so you will have to verify your email address and mobile number and enter a postal address, but we've made sure that this is as quick and easy as possible.

What is the difference between the helloPay account types?

All helloPay accounts allow you to store your payment instruments safely and to pay without entering your details every time. Different types of accounts come with different payment limits. Here is the summary of different account types:

Account Type Top-up / Pay Limit Transaction Limit per Customer per Month
Unverified Account $0 -
Basic Account $250 $3000
Premium Account $1000 $5000
Where can I find out more about helloPay?

Extensive information can be found at helloPay's website here

What is Lazada’s Installment Payment Plan (IPP)?

The Lazada Installment Payment Plan, or IPP, is a payment program which you can choose which allows you to pay for your purchases over either a period of 6 months or 12 months.

Are there any minimum/maximum spending limits required to select this IPP payment option?

Yes. Please see below:

  1. Minimum purchase of SGD 200 in a single order, AND
  2. Maximum purchase of SGD 3000 in a single order
What are the valid credit cards?

DBS - VISA/MasterCard/American Express® and POSB MasterCard Credit Cards are applicable for use with the DBS 0% Interest Installment Plan option

OCBC - All OCBC credit cards

How can I pay via IPP?

DBS – Payment Journey

Step 1: At the payment page, select ‘HelloPay’ option. Then, select DBS installment.

Step 2: Double check to ensure you have selected the correct installment plan.

Step 3: Select the credit card of your choice and enter your credit card details. Then, select your preferred duration (6mth or 12mth) installment plan.

Step 4: Confirm your transaction details. You may choose to create a ‘HelloPay’ account.

Finally, you will receive a confirmation email.

OCBC – Payment Journey

Step 1: At the payment page, select the 'Installment – OCBC Bank' option.

Step 2: Under 'Installment Options', select either '6 months' or '12 months', according to your preference.

Step 3: Enter your OCBC credit card details, check the 'I agree to the OCBC Bank’s terms and conditions' box and click 'Place your order'.

Step 4: You will be redirected to OCBC Bank’s payment confirmation page where you will be prompted to enter a “One-time-password” that will be sent to your mobile phone via text message. Enter your ‘One-Time-Password’ and click ‘Submit’.

Step 5: Upon payment completion, you will be redirected to the order confirmation page.

Return and Refunds on Installment Payment Plan

What is the time frame in which a return request can be made?

You can contact Lazada to make a return request within 14 days (depending on seller) from the day of the receipt of items. Please see the Help Center Return & Refunds Page for a list of valid returns reasons.

Is there an early termination/repayment fee for the IPP?

If you pay up your remaining owed amount early or terminate your card before the full installment period is completed, you will need to pay SGD 150 in admin fees to your bank. For more payment-related information, please check with the relevant bank.

OCBC *Support available 24hrs, daily DBS *Support available 24hrs, daily
Calling from SG: 1800 363 3333 Calling from SG: 1800 111 1111
Calling from overseas: (65) 6363 3333 Calling from overseas: (65) 6327 2265
If the card is terminated, how will I pay for the total amount due?

You will need to raise this issue directly with the relevant bank(s). A SGD 150 admin fee will be levied by the bank if the card is terminated before the installment period is up. You may contact your bank for more information.

OCBC *Support available 24hrs, daily DBS *Support available 24hrs, daily
Calling from SG: 1800 363 3333 Calling from SG: 1800 111 1111
Calling from overseas: (65) 6363 3333 Calling from overseas: (65) 6327 2265
If I return one of my items in the order, and if the return and refund is approved by Lazada, how will it affect my monthly recurring charge?

The bank will take 15 business days to take the refund amount into consideration and re-compute the recurring charge for the future months. This will be reflected in the customer’s successive credit card statements.
For more information regarding any credit card charges, please contact the relevant bank.

OCBC *Support available 24hrs, daily DBS *Support available 24hrs, daily
Calling from SG: 1800 363 3333 Calling from SG: 1800 111 1111
Calling from overseas: (65) 6363 3333 Calling from overseas: (65) 6327 2265
What will happen if I call the bank directly to initiate for a return?

The bank will refer you to Lazada.

How can I cancel my order?

If you have a Lazada account, you will be able to cancel your order directly from there. Simply log into your account to cancel your order and follow these 3 simple steps:

  1. Click on "My Account" and click on “My Orders” in the drop-down as shown below:

  2. Once you see your order, click the "Cancel" button:

  3. Fill out the cancellation request form:
  • Choose the item(s) you need to cancel
  • Select your cancellation reason
  • Make sure you read and agree with the cancellation policy
  • Click on"NEXT"

After finishing this step, your order status will be updated to "Canceled" within 60 minutes.

If you do not have an account on Lazada, please contact us through www.lazada.sg/contact to request for your cancellation.

What is the Lazada cancellation policy?
  • Once you confirm your item(s) cancellation, we will process your refund within 24 hours
  • We will be unable to retrieve your order once it is cancelled
  • If you are cancelling your order partially, ie. not all the items in your order, then we will be unable to refund you the shipping fee
  • You will be unable to cancel item(s) from Overseas sellers via the online cancellation request form in your Lazada account
  • Once your item(s) has been successfully cancelled you will receive a notification from us with your refund summary
Can I cancel my order after order has been shipped?

Please contact our Customer Service to initiate a cancellation if the item has been shipped at Contact Us

Can I cancel the order and reorder using a voucher?

Yes, you may cancel your order and reorder using a voucher provided the order has not been shipped out. To cancel your order please reach out to us at www.lazada.sg/contact. An agent will check your order status and cancel your order in the system.

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 www.lazada.sg/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.

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

Unfortunately you cannot change your payment method once the order has been placed. But you may cancel the order and reorder with us provided the item has not been shipped out.

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

We apologize as we cannot accomodate your request to change the item once the order has been processed, as the seller(s) may have already packed and shipped out the item.

I accidentally ordered same items. Can I cancel one?

Yes, you may reach out to us at www.lazada.sg/contact to cancel the duplicate order. However, please remember to inform us as early as possible as our seller(s) may have already packed the items and shipped it to you.

I received an incomplete order, what should I do?

Kindly note that if you have ordered from multiple sellers in the same order, you will receive your packages seperately.

If you are missing a part of the order from the same merchant, please notify us immediately at www.lazada.sg/contact so we can assist you promptly.

I received the wrong item, what should I do?

Due to a mistake from the seller, it may be possible that you receive an item different from what you originally ordered. In the rare case when this happens, we will offer you a free return and refund. Please fill out the Online Returns Form and we will arrange pick up for your item 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.

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

If the item you received is damaged/ defective, we are happy to offer you a free return. Please fill out the Online Returns Form to request for a return and refund. We will arrange pick up for your item 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.

The parcel I received is not properly packed/sealed. What should I do?

If your parcel is not packed or sealed properly, please reject to receive it at doorstep and you will be refunded automatically for your product. In case you have already accepted the parcel, then please leave it untouched and immediately request for a return via the Online Returns Form selecting "Damaged" as the return reason.

Kindly read and follow our How to Return guide here.