As part of the broader Operations by GFG (OpsbG), we have been perfecting our approach to B2C fashion e-commerce using a mixture of centralised stock management and localised delivery, as well as return management and payment options for customers in all markets. Discover how our extensive e-commerce expertise and solutions can take your brand to the next level.
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About Our Services
At ZALORA, our mission statement is “To connect People to the Limitless World of Fashion”, a statement which merges:
- Our work as a “customer-facing entity” enables local designers to grow while allowing customers to find what they wish for as easily as possible.
- Our role as enablers through the B2B space and the spin-off of our in house delivery fleet for last-mile delivery enablement to various partners.
- Our role as data aggregators which provide insights to brand partners on how to better target their customers, as well as where to open their next shop in our region.
- Our role as a Media and Advertising platform introducing the latest brands and fashion to Southeast Asian consumers through a strong understanding of local channels and communication angles.
ZALORA aims at achieving this goal through its value pillars: Integrity, Ownership, Excellence and Teamwork.
About Our Warehousing & Transport
For ten years, we have been perfecting our approach to B2C fashion e-commerce, allowing us to achieve the highest NPS (Net Promoter Score) 75+ (reaching 82 in some of our largest markets like Indonesia) within the region. We also have experience in storing and managing stock for our partners, with over 45% of the items in our warehouses being owned by third party brands and fulfilled/managed by ZALORA.
Highest NPS (Net Promoter Score) within the region
Owned by third party brands and fulfilled/managed by ZALORA
What Sets Our Warehousing & Logistics Services Apart?
- We currently manage the fulfilment of e-commerce orders on Brand.com platforms for over 24 international brands, in addition to the storage and fulfilment of ZALORA.com orders for more than 300 local & international brands.
- Through our Public Bonded Warehouse License in Malaysia, our regional e-fulfilment centre ensures ease of movement and speed for cross-border movements.
- We operate a B2C e-commerce business at scale across our markets with experience in managing the operational impact and strain of fast growth in complex markets.
- We offer the widest array of return logistics options with more than 8,000 drop-off and collection points in Southeast Asia consolidated under one roof.
- Our set-up speed and efficiency are fully optimised from a tax point of view.
Our
Infrastructure
We operate a network of fully-fledged fulfilment centres (warehouses) and smaller return hubs across all major cities in Southeast Asia.
Malaysia with PBWL and AEO*
Philippines & Indonesia
Singapore, Hong Kong, Taiwan
Malaysia, Singapore, Philippines, Indonesia
Across all 6 markets
Across all 6 markets
*Public Bonded Warehouse License (PBWL) and Authorized Economic Operator (AEO) accreditation
Tap to use the interactive map
Number of Collection Points (for delivery)
Number of Drop-off Locations (for returns)
*atome - Coming Soon
- We operate smaller return centres for local processing of customer returns, which are then consolidated and sent back to Malaysia.
Number of Collection Points (for delivery)
Number of Drop-off Locations (for returns)
- We operate smaller return centres for local processing of customer returns, which are then consolidated and sent back to Malaysia.
Number of Collection Points (for delivery)
Number of Drop-off Locations (for returns)
* Hoolah - Coming Soon
- We operate smaller return centres for local processing of customer returns, which are then consolidated and sent back to Malaysia.
Certified Warehouse
Warehouse Storage Capacity
One Working Day Processing of Customer Orders
One Working Day Processing of Returns Received
Inbound and Outbound Handling Capacity Per Day (Scalable)
Warehouse Staff (Up to 600 Staff During Peaks)
Analytics and Automated Stocks and Sales Reporting
Number of Collection Points (for delivery)
Number of Drop-off Locations (for returns)
- Regional E-Fulfilment Centre, covering warehousing and fulfilment to all countries where ZALORA operates today: Malaysia, Singapore, Hong Kong and Macau, Taiwan, Indonesia and the Philippines.
- We can easily open new routes from this warehouse (e.g. Vietnam and Thailand) and house single consolidated stock pools or brands, whether they are selling on ZALORA.com, their own eShop or other Marketplaces.
*AEO - Authorized Economic Operator License
**PBWH - Public Bonded Warehouse License
Mezzanine Storage Space
Warehouse Storage Capacity
One Working Day Processing of Customer Orders
One Working Day Processing of Returns Received
Inbound and Outbound Handling Capacity Per Day (Scalable)
Number of Collection Points (for delivery)
Number of Drop-off Locations (for returns)
- Covering the bulk of customer orders from the Philippine archipelago.
Warehouse Staff
Warehouse Storage Capacity
One Working Day Processing of Customer Orders
One Working Day Processing of Returns Received
Inbound and Outbound Handling Capacity Per Day (Scalable)
Number of Collection Points (for delivery)
Number of Drop-off Locations (for returns)
*QR PAY - Selected delivery providers
- Covering the bulk of customer orders from the Indonesia archipelago.
In addition to the above, the Group operates warehouses in three other continents giving customers in growth markets access to their favourite fashion and lifestyle brands
As a leader in the region’s fashion and lifestyle e-commerce, ZALORA has always been committed to ensuring that users’ payment experience is best-in-class, especially by integrating mobile payments. ZALORA’s priority is to ensure that its consumers — the majority of whom are Southeast Asia’s mobile-first Gen Zs and millennials — get to pay for their purchases easily however they want, with the right options at their fingertips.
Driven by the rise of e-wallets and digital banking, the integration of mobile payments into ZALORA’s ecosystem represents a key pillar of the company’s strategy in winning over customer loyalty through the best-in-class shopping experience. At the centre of such operational initiative is a clear understanding of shoppers’ expectations around accessibility, flexibility, and reliability — all of which are key principles that have guided ZALORA’s mobile payment integration strategy.
Easy Returns And Crossborder Fulfilment With Our Friendly Regulatory Framework
… At ZALORA, We Want To Make A Difference.
This is why we have made it our responsibility to assess, manage, and progressively reduce all aspects of our Operations’ environmental impacts. In line with GFG’s vision to be People + Planet Positive worldwide, ZALORA’s 2020-2021 sustainability roadmap has identified carbon footprint as our biggest priority, paving the way for long term CO2 reduction goals and opportunities for a better future.
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How We’re Keeping Track Of Our Carbon Emissions
Scope One And Two Emissions
We aim to immediately address the direct CO2 emissions impact of our Warehouses by applying a 'Measure, Reduce & Replace' approach to reduce our energy consumption and investigate renewable energy options. Our Malaysian warehouse is already engaged in energy efficiency activities.
Scope Three Emissions: Focus On Transportation
We will map and measure the CO2 emissions related to the transportation and delivery of our products, engaging with our 3PL in this exercise.
All indirect emissions (not included in Scope 2) caused by the Group's activities but not owned or controlled by us in our value chain, inclusive of our purchased goods (including merchandise) and services, use and end-of-life of sold products.
Our parent company adopted the operational control approach to account for its carbon emissions using the calendar year (1 January to 31 December). This approach allows us to include 100% of emissions from all subsidiaries of GFG’s operations which are wholly or partially owned or controlled by the Group e.g. warehouse we rent and operate.
In Scope 3 Category 1: Purchased goods and services and Category 4: Upstream transportation and distribution, we account for emissions related to products and services that we purchased only (e.g. Marketplace products are not purchased therefore not included in the scope).
GFG operates across four continents and works with more than 10,000 international and local brands.
As part of the Group, ZALORA adopts the same Code of Conduct across its whole supply chain including all regional and international brands, its private label and all business partners even when ZALORA does not trade with them directly. GFG’s code of conduct ensures its own and its partners’ business operations are run ethically, and apply to Employment Practises, Working Conditions, Environmental Protection and Compliance.
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