How can we help?

I am shopping

Orders, delivery, returns and payments

Where your parcel is, how a return works when the item came from a Member, and what happens when a payment fails.

Customer topics

I sell here

Listings, orders, shipping and payouts

Loading a product, packing a split order, printing a label, and when the money reaches your account.

Member topics

Read most often

Delivery How delivery works, and why an order can arrive in two parcels Returns Starting a return when the item came from a Member Payments Paying with NjiaPay, and what happens when a payment fails Orders Finding a parcel with the order reference Gift cards Checking what is left on a gift card

Customer topics

Delivery

5 topics

• How delivery and collection work
• Split and consolidated delivery explained
• Tracking each parcel
• Delivery fees and how they are quoted
• Where we deliver in South Africa

Returns and refunds

5 topics

• How to start a return
• What can and cannot be returned
• Returning to a Member, not to us
• A faulty or damaged item
• Ask us about a specific order

Payments

5 topics

• Paying with NjiaPay
• Whether we store your card details
• A payment that failed
• Buying a gift card
• Using a gift card at checkout

My account

5 topics

• Creating an account
• Resetting my password
• Managing addresses
• Email preferences
• Closing my account

For Members

Getting started

• Applying to sell
• What verification requires
• Setting up your store page
• Fees and commission

Listings

• Loading a product
• Managing stock
• What you may not claim
• Replies to your reviews

Orders and shipping

• Packing a split-delivery order
• Printing a Bob Go label
• Handling a return
• How the courier is chosen

Getting paid

• Payout schedule
• Reading your statement
• Bank details and changes
• Ask Member support

Talk to a person

Open a support ticket Every message gets a reference and an emailed reply, usually within one business day. Email the shop [email protected] Member support Selling here already? Raise it from your dashboard so it reaches the Member queue.

Track an order

Find my parcel Use the order reference and the email address you ordered with. Read the FAQs The short answers, all on one page.