Just to share my experience with Lazada.com.my...
I purchased a pressure cooker unit last June 23. I paid via credit card (trusting them since some friends had good buying experiences). The order and delivery processes were smooth. The item arrived on time (June 27). But when I opened the box, I found out that the item is broken. So I immediately proceeded with the returns process. I took pictures of the item and the underlying issue and sent a mail to customer service within the same day. I also demanded a full refund since I'm not happy with the item's quality. And here's what I got as the initial reply after two days (June 29):
"We suggest you to send the item back to the manufacturer for warranty claims as it would be much faster as we would take some time to deliver the item back to the manufacturer."
I emailed them back and told them that this is an issue that I have with Lazada.com, and not with the manufacturer, so I expect Lazada.com to solve this without passing the responsibility to its customers.
The same day, they replied and arranged for GDEX to pick up the item.
After a week, the item was picked up by GDEX. I followed up with them after a week (July 5/6???) via a call to the hotline (1800 88 7700). I asked how the refund will be processed and they said that the amount will be credited back to my CC account and that will take 2 weeks.
After 2 weeks (July 19), I called them again, seeing that the amount is not yet credited. The support rep asked me if I have returned the item and told them that yes, it's been picked up 2 weeks back. They told me that the refund is being processed.
July 26 / August 2 - calls were again made to Hotline. In those two calls, they asked and told me the same thing, "have you returned the item already?", "your refund is being processed." Looks like they aren't monitoring and recording the calls being made to them.
Yesterday, I called again. Same question, "have you returned...". I told them that yes, you've been asking the same question every time I call. Then he said, "oh ok, yes the item is already with us. We will process your refund." I told him that I've been hearing the same line for every call. Then he said, "Sorry for the inconvenience. You will get the refund in 7 working days."
"What?!?! 7 working days again?"
"Yes Sir, because the refund was only logged 2 days back."
I kept my cool and told myself that it's not the rep's fault, it's the system. So I told him that I will monitor and call back again after a week (keeping my fingers crossed).
In fairness, Lazada's tech support reps are not arrogant and very apologetic in each of my calls.
So in my conclusion, Lazada.com.my's order and delivery processes are just OK. But the refund process and after sales handling definitely need positive changes.
So it's up to you. Maybe you can just order and pray that you get your item in good condition.