Short answer: Yes — Zalora is a legitimate, established online fashion retailer operating in the Philippines, but buyer experiences are mixed so it’s wise to take common-sense precautions.

Why it’s legitimate

• Zalora is a regional e‑commerce platform (part of Global Fashion Group) that has operated in the Philippines since 2012 and works with international and local brands. (corporate.zalora.com)
• It has local operations and partners/investors in the Philippines (Ayala and others acquired a stake in the local operator). (news coverage, Feb 24, 2017). (gmanetwork.com)

Why some buyers complain

• Many customer reviews report problems such as delivery delays, slow/unresponsive customer service, returns/refund issues, and occasional quality or seller-related problems. These complaints are visible on review sites. (trustpilot.com)

What Zalora’s official policies say

• Zalora Philippines offers multiple payment methods (including Cash on Delivery where available), a 30-day return window for eligible items, and online returns instructions on its help pages. Those are the official protections they provide if you need refunds/exchanges. (zaloraphilippinesprod.freshdesk.com)

How to reduce risk when shopping on Zalora

• Prefer items listed as “Sold by ZALORA” (these are handled directly by Zalora) rather than third‑party sellers. (zaloraphilippinesprod.freshdesk.com)
• Read product reviews and seller ratings on the product page. (zaloraphilippinesprod.freshdesk.com)
• Use secure payment methods or COD (if available for your address) so you can dispute charges if something goes wrong. (zaloraphilippinesprod.freshdesk.com)
• Keep screenshots, order confirmations, tracking numbers and any chat/email correspondence — you’ll need these if you request a return or escalate a complaint. (zalora.com.ph)

If you have a problem that Zalora won’t resolve

• Contact Zalora Customer Service first (their help/contact pages explain chat/email options). (zalora.com.ph)
• If unresolved in the Philippines, you can file a consumer complaint with the Department of Trade and Industry (DTI) Fair-Trade Enforcement Bureau — the DTI’s e‑commerce FAQ explains how to submit complaints. (ecommerce.dti.gov.ph)

Bottom line: Zalora is a real, long‑standing e‑commerce company in the Philippines with formal policies and local backing — but there are enough customer complaints that you should shop carefully (check seller, payment method, reviews, and return rules) and be prepared to use Zalora’s support channels or escalate to DTI if needed. (corporate.zalora.com)