Orders and payments
Cancellation and refund policy
We want every order to arrive as expected. This page explains when you can cancel, request a refund, and follow the progress of your delivery or pickup.
Payment choices
Pay now is available by card or mobile money through Flutterwave. Pay on delivery is available when shown at checkout, and payment is collected when the order is delivered or collected. An order placed with pay on delivery is not considered paid until fulfilment payment is recorded.
Order cancellation
You can request cancellation from your order details while the shipment is awaiting payment, processing, or packed. Cancellation is no longer available after dispatch, delivery, or collection. If you paid online, an approved cancellation creates a refund review rather than silently treating the payment as refunded.
Refund requests
A refund request can be submitted for a paid order when the item is incorrect, damaged, or otherwise does not match the order. Include a clear reason and any relevant details. The team reviews the request, verifies the order and payment, and submits an eligible online refund to the original payment channel. Provider processing times can vary by card or mobile-money network.
Pickup orders
For pickup orders, the selected station, address, phone number, and collection instructions appear in the order details and notifications. Bring the order reference and any requested identification when collecting. The customer portal includes a map link for the station whenever coordinates are available.
Delivery updates
We update the tracking timeline when an order is being prepared, packed, assigned, dispatched, ready for pickup, delivered, collected, or affected by an exception. Important updates can also appear in your in-app, browser, and email notifications according to your notification settings.