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Accounts

How do I create an account on Zilingo Trade?

You can create a Zilingo Trade account by following these 4 simple steps:

  1. Open Zilingo Trade and go to the profile icon on the top right-hand corner
  2. Click on Login/Sign up and provide your contact details, and proceed
  3. Fill in your personal details and select your business type
  4. Click on Sign Up and your Zilingo Trade account will be ready!

Unable to log in/Forgot password

  1. Go to login
  2. Type in the email address associated with your account and continue
  3. Select ‘Forgot Password’
  4. Enter your email address so that we can send you an email link to reset the password
  5. If you still cannot access your account, we would recommend creating a new account using a different email address

How can I update my shipping/billing address?

You can update the delivery address for your account by following these simple steps:

  1. Go to your Profile
  2. Select ‘Addresses’
  3. Click on ‘Edit’ for the existing address that you would like to modify
  4. Enter your updated address and click on ‘Save Changes’

What do I do if my Barangay is not reflected as one of the options?

  1. Input your complete delivery address (that has the correct barangay) under the ‘House number’ or ‘Street name tab’.
  2. Include any landmark(s)
  3. Select the nearest Barangay under the ‘Barangay’ tab

How do I add sellers/products to my ‘Favourites’?

Simply follow the steps below to add sellers/products to your ‘Favourites’ list so you can find them easily:

  • For products: Click on the ‘heart’ button when viewing the product to add it to your ‘Favourites’ list
  • For sellers: On the Seller’s profile page, click on the ‘Add to Favourites’ button (found beside the Seller’s name) to add the seller to your ‘Favourites’ list

Orders

How to place an order on Zilingo Trade?

You can place an order by following these 9 simple steps:

  1. Pick the product(s) you want from our wide catalogue
  2. Choose the product specification (colour, size, etc.)
  3. Ensure that the quantity picked fulfills the Minimum Order Quantity (MOQ) requirement of the item
  4. Click ‘Add to Cart’ or ‘Buy Now’, and the items will be added to the cart
  5. Open your cart and ensure that all the items you purchased are displayed, and click continue
  6. Type your delivery address and choose your preferred shipping partner
  7. Select your payment method and click on ‘Checkout’
  8. Review your cart summary and click ‘Place Order’
  9. Complete your payment via your selected payment method

You will receive an order confirmation email once your order has been placed successfully.

How do I search for products?

Zilingo Trade offers a wide range of products that you can easily browse through our category navigation bar. If you have a specific product in mind, enter into the ‘Search’ bar on the top right-hand corner and we will find it for you.

How can I edit/update the items in my shopping cart?

  • To add items to your cart, simply click on the ‘Add to cart’ button on the product page.

  • To remove items from your cart, simply go to your shopping cart and click the ‘cross’ button for the product you would like to remove.

  • To update the quantity of your items, simply click on ‘View Details’ under ‘Colour and Size Info’, and input your desired quantity.

How do I apply my vouchers?

Follow these 3 simple steps to apply you voucher:

  1. Go to your ‘cart’
  2. Click on ‘Coupon Code’
  3. Input the name of the coupon that you would like to apply

Would I get my voucher back if I want to get a return on the item I have used the voucher for?

The vouchers offered by Zilingo Trade are only for single-use, and will not be issued again.

Payments

Which currency can I pay in?

We currently accept only PHP.

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

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

What are the available payment methods on Zilingo Trade?

Zilingo Trade currently offers the following payment methods:

  1. Net/Online Banking via Dragonpay
  2. Kiosk Payment
  3. Prepayment via Paymaya
  4. Installment via Billease
  5. Cash On Delivery for selected sellers only

How do I use BillEase?

You need to have an active account with BillEase in order to complete your payment. At check out, simply choose the option to pay with BillEase.

Billease will then let you choose different installment options based on Billease’s approved installment terms. Learn more about BillEase here.

How much time do I have to complete my payment before my order becomes invalid?

  • Online Banking: Within 60 minutes
  • Bank transfer/kiosk payment: Within 2 days

Shipping and delivery

What is the delivery process like?

  1. Order confirmation
    • Receive order confirmation email upon placing order
    • (If you are in Metro Manila) You will receive the order within 3-5 working days from receiving the order confirmation email
    • (If you are outside Metro Manila) You will receive the order within 7-10 working days from receiving the order confirmation email

  2. Delivery day
    • The courier partner may contact you via SMS, email, or call before their arrival
    • If you are not available at the time of our delivery attempt, the courier partner will re-deliver your order at another time (up to 2 delivery attempts for our shipping partners).

  3. Problems with your delivery
    • Please reach out to our Customer Care team via the Customer Care Form found on our website and we will investigate the matter for you right away.

Can Zilingo Trade deliver anywhere in the Philippines?

Zilingo Trade can deliver in all serviceable areas. If our couriers cannot deliver to your area, our Customer Care team will notify the buyer.

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

Please reach out to our Customer Care team via the Customer Care Form, address change will not be possible if the order is already shipped by the seller.

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 ORD you want to view and click “View”

I ordered 3 items but received only 1. Why?

If you ordered from multiple sellers or storefronts in one order, then you will receive your orders in separate parcels from each seller. However, if you ordered from the same seller and still find some items missing in your parcel, please reach out to our Customer Care team via the Customer Care Form found on our website and we will investigate the matter for you right away.

How are shipping fees charged?

Our shipping fees is calculated according to product, quantity and shipping address. You can get an estimate using the calculator provided under each listing. Decide on the style and quantity that you want for the product. Then select your province, city and region to get an estimate of the shipping fee.

The final shipping fee will be displayed at the checkout page, and is inclusive of insurance fees.

Cancellation

When can I cancel an order?

Cancellation is allowed only before the order is confirmed by the seller. You can raise a cancellation request via the Customer Care form.

Returns and Refunds

What are the items eligible for return?

Reasons for return:

  • Damaged products
  • Defective Products
  • Wrong item, colour or size
  • Missing item, parts or accessories
  • Expired items
  • Products not as described
  • Counterfeit items

How do I raise a return request?

Select the Products/Returns/Cancellation section on Customer Care form
1. Choose the order and products you want to return
2. Choose an appropriate reason for your return
3. Provide the following information:
• Description of return request
• Photo proof
4. Submit your ticket, our agent will review your request and will get back to you.

What are the packaging guidelines for return?

Items must be in their original purchase condition, packed and sealed, and must include their accessories, tag, packaging, warranty slip

Return invoice should be labeled on the parcel before handing over to the logistics partner

How do I return my package to Zilingo Trade?

For areas that are serviceable:

  • Zilingo Trade will assign a logistics partner that will pick up the return parcel from buyer

For areas that are non-serviceable:

  • Buyer needs to drop off their item to the nearest LBC
  • Additional package is required by LBC (bubble wrap, in a carton, etc)
  • Pay for the return shipping costs that would be reimbursed by Zilingo Trade

Till when am I eligible to request for a return?

A request for return must be filed within 4 working days from the product’s delivered date.

Can I return a part of my order?

Yes, as long as the items are eligible for return. In this case, you can submit your request to our Customer Care team via the Customer Care Form found on our website along with the supporting documentation, and we will process your return accordingly.

What are the guidelines for the photo/video proof?

For photo proofs, you need to capture the following:
1. Shipping label with order ID
2. Order details
3. Packaged shipment
4. Issues/damages you observed in the product

For video proofs, you need to capture the following:
1. All sides of the package
2. Shipping label with order ID
3. Order details
4. Quantity of the product
5. Issues/damages you observed in the product (including any tapering with the outer box)

Is there a fee when processing a return?

None, returns are free.

However, in the case that the return is non-serviceable by our 3PL courier, buyers would need to make the return via LBC. Buyers would need to pay for the return shipping costs that will be reimbursed by Zilingo Trade.

Refunds

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

Please reach out to our Customer Care team via the Customer Care Form found on our website and we will investigate the matter for you right away.

Please note that if one item from your entire shipment ID was refunded, the delivery fee for this item would not be included in the refund amount.

How would I receive my refunds?

For all payment methods, our Customer Care Team will reach out to you to obtain your bank details so that the refunds can be transferred to your account. It will take us 5-10 working days to process your refund request

General Issues

What are Z Marketing Services?

Z Marketing Services help manage your business’ marketing strategy, content production and allows you to grow your business.
We offer cataloguing, graphic design, and digital marketing services. Find out more about Z Marketing Services and register your interest here.

What are Z Factory Services?

Z Factory is a production software that gives factory owners and employees access to real-time production data to increase overall efficiency.
The software allows you to track factory performance and access reports anywhere, anytime on your phone. Find out more about Z Factory and register your interest here.

What are Z Connect Services?

Z Connect is an all-in-one platform that enables sellers to seamlessly sell across multiple online marketplaces in South and Southeast Asia.
The Z Connect platforms allow you to manage inventory, product pricing, discounts and orders across all marketplaces in real-time. Find out more about Zilingo Connect and register your interest here.

What are Z Financial Services?

Zilingo Financial Services helps you unlock working capital to scale your business. We offer 2 schemes to assist you with your cash flow, with customised credit terms at minimal processing fees.

  1. Advance Payout - Get paid in advance for your future sales.
  2. BNPL (Buy Now Pay Later) - Buy raw materials with credit and pay later at your convenience.

Find out more about Z Financial Services and register your interest here.

What do they mean?

Here is a glossary of all the abbreviations and terms that can be found on our listing page. This guide will help you understand!

MOQ (Minimum Order Quantity): The number refers to the minimum quantity that a buyer has to purchase regardless of colour and size for certain products. This number will differ from product to product.

Volume Pricing: The more pieces you order, the more discounts you will get. The pricing structure will show how many pieces you have to order to qualify for a discounted price.

Set/Bundle: Set and bundles are available for a few listings. These listings give you more discount for the same product, allowing you to purchase bigger bundles of the same product!

Top Seller: The ‘Top Seller’ badge is awarded to sellers who consistently meet Zilingo’s order performance standards and deliver excellent customer service.

Payment Protection: Zilingo Trade provides 100% Payment Protection to its buyer. The money that you paid will be locked and will only be paid to the seller after you have received your items.

Wholesale Rate: A wholesale rate can be provided if you are looking at purchasing items in bulk. Simply fill up the form provided and our dedicated sales team will contact you.

RFQ (Request for Quotation): The RFQ form is for you to share with us detailed enquiries of the products you need/would like to source, and we will give you the best quote to meet your specific need!

Steps to RFQ:

  1. Fill in the RFQ Form via the ZTrade website (top right corner)
  2. Our Customer Care (CC) agent would get in touch with you shortly to verify your details
  3. Once verified, our CC agent would put you in touch with our Sales agent to liaise with you directly
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