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Orders

How do I register?

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

  • Click on Login/Sign up
  • Click on proceed
  • Fill in the details needed
  • Fill your personal details
  • Click Sign up and you’re all done!

How Do I place an order?

You can place an order by following the 7 simple steps below :

  • Pick the product(s) you want
  • Choose the product specification (colour, size, etc.) that you want
  • Make sure to order the right quantity base on the required MOQ of the item
  • Click Add to cart or buy now and click “continue”
  • Type your delivery address and other details
  • Select your payment method and click on “Checkout”
  • Review your cart summary and click “place order”

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.

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 (net/online banking, kiosk payment, flexible payment plan), then click on “ continue” and click on “place order”.

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 Trade?

  • Flexible payment plan
  • Online and offline banking via Dragonpay
  • Kiosk payment via Dragonpay

Cashback

What is Zilingo Trade cashback?

Zilingo Trade cashback are points you earn when spending on Zilingo Trade. The more cashback accumulated, the more benefits can be enjoyed on the Zilingo Trade 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 Trade account.
The amount of cashback given depends on the amount spent on Zilingo Trade, products purchased, date-time of purchase, and number of purchases on Zilingo Trade. 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 Trade 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 Trade, 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 Trade.
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.

Shipping and delivery

Can Zilingo Trade deliver anywhere in the Philippines?

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

Will I get a call before delivery?

Not necessarily. As we work with multiple delivery partners, they each have their own level of communications, such as SMS, email or call.

Typically, they do contact the customer, prior to their arrival, but not a guarantee. If you are not available at the time of your delivery attempt, the courier partner will re-deliver to you your order 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 ORD you want to view and click “View”.

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.

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

Please contact our Customer Care team at ztrade+ph@zilingo.com or +63 2 8299 3020 and we will make the changes for you.

I ordered 3 items but 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 from the same seller and still find some items missing in your parcel, please reach out to our Customer Care team at ztrade+ph@zilingo.com or +63 2 8299 3020 and we will investigate the matter for you right away.

Returns and Exchanges

What reasons are eligible for a return?

Damaged, Defective, Wrong item/color/size, Missing Item/parts/accessories, Missing item in one tracking number, Expired Items, Not as Described, Product Quality, Counterfeit Items and must be within 7 days from the delivery date.

What are the items non-eligible for return and replacement?

  • Lingerie and Nightwear
  • Swimwear
  • Shapewear
  • Underwear
  • Socks
  • Opened & used cosmetic items
  • Items found with traces of wear & tear
  • Non-­‐damaged, non-­‐defective electronics with broken seals/tampered bar codes

What reasons are eligible for a replacement?

Damaged, Defective, Wrong Item/color/size, Missing Item/part/accessories, Missing item in 1 shipment ID and expired items.

For Zilingo Trade transactions, below 70% of the total volume orders can ONLY be exchanged. Above 70% of the order volume can be replaced or refunded.

How can I file a return complaint?

Buyer has to notify Zilingo Trade within 7 days from the fulfilment date through our Customer Care team at:

Mail: ztrade+ph@zilingo.com
Call: +63 2 8299 3020

Make sure to provide complaint description, receipt, invoice and proof of photo.

What is the packaging guidelines for my return?

  • Items should be packed carefully, including its accessories, receipt/invoices, warranty slip.
  • For buyers in “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 and invoice to the Customer Care team at ztrade+ph@zilingo.com or +63 2 8299 3020 and Zilingo Trade will process a refund.

Is there a fee when processing for a return?

None, it is free. However, in case that the return is non-serviceable by our 3PL courier, LBC will be an option where the buyer needs to pay for the return shipping cost which will be reimbursed by Zilingo Trade.

Can I return a part of my order?

Yes, as long as the reason is eligible for return. In this case, you can submit your request to our Customer Care team at ztrade+ph@zilingo.com or +63 2 8299 3020 and provide supporting documentation and we will process your return accordingly.

Refund

What reasons are eligible for a refund?

Damaged, Defective, Wrong item/color/size, Missing Item/parts/accessories, Missing item in one tracking number, Expired Items, Not as Described, Product Quality, Counterfeit Items and must be within 7 days from the delivery date.

Can I request for a full refund?

For Zilingo Trade transactions, below 70% of the total volume orders can ONLY be exchanged. Above 70% of the order volume can be replaced or refunded.

How can I file a refund request?

Buyer has to notify Zilingo Trade within 7 days from the fulfilment date through our Customer Care team at:

Mail: ztrade+ph@zilingo.com
Call: +63 2 8299 3020

Make sure to provide complaint description, receipt, invoice and supporting documents

When will my refund be processed?

Zilingo Trade will process the refund after we received a request from the buyer and the processing will take up to 14 days from the requested date.

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

If this is the case please contact our Customer Care team at ztrade+ph@zilingo.com or +63 2 8299 3020 and we’ll try to sort it out for you as soon as possible.

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

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