Help centre

Add what you want to your cart, open checkout, enter where it should go, and pay. Create an account first if you do not have one.

Yes. Your cart can hold items from several sellers. Each seller is paid for separately, so you make one payment per seller, one after another.

It appears in your orders with its current status as soon as you place it. It is only sent to the seller to prepare once it is paid.

By card or mobile money, on our secure payment page. Do not pay a seller directly, by any other route: only payments made through Nafex Hub are protected.

Your money is held safely after you pay. The seller is paid only once you confirm delivery.

Open it from your orders. It moves from Pending to Confirmed, Packed, Out for Delivery and Delivered.

When your order is on its way, your order page shows a six-digit code. Give it to the person delivering only once you have your order: entering it confirms delivery and releases your money to the seller.

Yes, from your order page, until it is out for delivery. If you have already paid, your refund starts straight away.

An unpaid order is cancelled automatically after about a day, and the items go back on sale.

Open the order and report a problem, within 30 days of delivery. Add a clear description and photos. While a report is open, the seller's payment stays held.

Refunds go back to the card or mobile money account you paid with. How long it takes to arrive depends on your bank or network.

You, the seller and Nafex staff can talk in the report. The seller can offer a solution, and if you cannot agree, staff decide using what both sides have shown.

Do not do either. Tell us at the address below, with the order number.