Short answer: Yes — ZALORA Singapore is a legitimate and widely used online fashion retailer, but reliability is mixed: many customers have smooth purchases and returns, while a significant number report slow or frustrating experiences with delivery, exchanges, refunds, or customer service. (Trustpilot.com)

What the evidence shows

• Legitimacy and scale: ZALORA is an established regional e‑commerce fashion platform with formal terms, a published returns process, and seller/warehouse operations in Singapore. Their terms and help pages explain timeframes and conditions for refunds/exchanges. (ZALORA.sg)
• Customer feedback is mixed: independent review pages contain both positive reports (fast delivery, good selection) and many complaints about product quality, sizing, delivery problems, slow refunds or exchanges, and customer‑service responsiveness. Overall Trustpilot score for ZALORA.sg is low and reviewers cite many recent negative experiences. (Trustpilot.com)
• Returns and refunds: ZALORA’s policies set specific return windows (typically 7 days for some categories, 30 days for most items) and require original packaging/tags; some return methods incur pick‑up fees that can affect refund amounts. Processing times (warehouse QC, refund posting) are stated but can vary. (support-sg.ZALORA-ops.com)
• Seller marketplace complexity: items sold by third‑party sellers on the platform can behave differently from items “sold by ZALORA” (return handling, shipping, stock). Seller‑side guidance shows returns routing and timing can be complex for sellers. (sellercenter.ZALORA.sg)

Practical tips to shop more safely on ZALORA

• Prefer items marked “Sold by ZALORA” or from official brand stores when authenticity/after‑sales is important. (support-sg.ZALORA-ops.com)
• Read product descriptions, size charts and recent product reviews on the product page before buying.
• Keep original packaging, tags and order/transaction records — necessary for returns and disputes. (ZALORA.sg)
• Note return windows (7 vs 30 days) and whether the category is non‑returnable (beauty, lingerie, etc.). (support-sg.ZALORA-ops.com)
• Use a traceable payment method (credit card or bank transfer) and keep payment receipts; this helps with chargebacks or disputed refunds.
• If the item is expensive, consider buying from an official brand store or a local retailer to reduce risk.
• Take photos/unboxing video for high‑value or luxury items (ZALORA may require this for disputes). (support-sg.ZALORA-ops.com)

Bottom line ZALORA Singapore is a real, widely used platform with clear policies, but customer experiences vary — many people shop successfully, yet a noticeable minority report issues with delivery, returns, and customer service. If you follow the practical tips above (check seller, save packaging/receipts, note return rules), you can reduce risk and have a better chance of a smooth transaction. (Trustpilot.com)

If you want, I can:

• look up current Trustpilot/Google review scores and recent complaints (I can fetch the freshest customer sentiment now), or
• compare ZALORA vs Shopee/Lazada/Taobao for a specific item or brand you're thinking of buying.