How can we help?

Available categories may include:

• agriculture, food and groceries;
• fashion and accessories;
• beauty and personal care;
• arts and crafts;
• fabrics and textiles;
• footwear;
• furniture;
• home and garden Products;
• books and stationery;
• construction materials;
• printing and packaging;
• safety Products;
• other approved African Products and services.

You may browse Products without an account, but an account is generally required to:

• place an Order;
• save addresses;
• track deliveries;
• communicate with Sellers;
• request returns or refunds;
• access payment and Order records;
• submit reviews.

Select Create Account or Register, then provide the required information, which may include:

• your name;
• email address;
• telephone number;
• password;
• country;
• delivery information.

You should not create multiple accounts to:

• avoid account restrictions;
• obtain duplicate promotions;
• manipulate reviews;
• conceal fraudulent activity;
• bypass transaction limits.

You should:

• use a strong and unique password;
• never share your password or verification code;
• enable multi-factor authentication where available;
• avoid logging in on untrusted devices;
• review unusual account activity;
• contact WeShopAfrica immediately if you suspect unauthorized access.

Immediately:

1. 1Change your password.
2. 2Sign out of other sessions where available.
3. 3Review recent Orders and payout information.
4. 4Contact WeShopAfrica Support.
5. 5Contact your payment provider if an unauthorized payment occurred.

Identity verification may be required to:

• protect your account;
• process high-risk transactions;
• prevent fraud;
• verify a Seller;
• change payout information;
• comply with legal or provider requirements.

You can search by:

• Product name;
• category;
• Seller;
• brand;
• location;
• keyword.

Some Products are:

• in stock;
• made to order;
• available for preorder;
• available only in wholesale quantities;
• subject to Seller confirmation.

Prices may change because of:

• Seller updates;
• promotions;
• currency movements;
• Product variations;
• quantity;
• wholesale pricing;
• taxes;
• delivery charges;
• customization.

You may report:

• counterfeit Products;
• prohibited Products;
• unsafe Products;
• false origin claims;
• misleading descriptions;
• intellectual-property infringement;
• fraudulent pricing;
• inappropriate content.

To place an Order:

1. 1Select the Product and required variant.
2. 2Choose the quantity.
3. 3Select Add to Cart or Buy Now.
4. 4Review your cart.
5. 5Enter or select a delivery address.
6. 6Choose an available delivery option.
7. 7Select a payment method.
8. 8Review the final amount.
9. 9Confirm the Order.

Products from different Sellers may be:

• processed separately;
• shipped separately;
• delivered at different times;
• subject to separate Seller contracts;
• charged separate delivery fees.

An Order may be confirmed after:

• payment authorization;
• payment verification;
• Seller acceptance;
• stock confirmation;
• fraud review;
• completion of another displayed condition.

An Order may remain pending because:

• payment is being verified;
• the Seller has not accepted it;
• stock confirmation is required;
• a bank transfer has not been matched;
• identity verification is required;
• fraud or compliance review is in progress;
• inspection arrangements are pending.

Changes may not be possible where:

• the Seller has started production;
• the Product has shipped;
• the Product is customized;
• the price or delivery cost would change;
• the Seller cannot accommodate the change.

Cancellation depends on:

• Product type;
• Order status;
• Seller acceptance;
• customization;
• wholesale commitments;
• production stage;
• applicable policy.

An Order may be cancelled because:

• payment failed;
• the Product is unavailable;
• the Seller cannot fulfil it;
• a pricing error occurred;
• verification was not completed;
• the Product is restricted;
• fraud or compliance concerns arose;
• the Buyer requested cancellation;
• delivery is not available.

Wholesale Orders may include negotiated:

• quantities;
• unit prices;
• minimum order quantities;
• production schedules;
• packaging;
• inspection;
• shipping;
• payment milestones.

Some wholesale prices are fixed, while others may be negotiable based on:

• quantity;
• specifications;
• packaging;
• delivery location;
• production time;
• payment terms.

The Buyer may be responsible for:

• sample cost;
• shipping;
• inspection;
• customs duties.

Wholesale production and delivery times vary based on:

• quantity;
• Product complexity;
• available stock;
• customization;
• inspection;
• destination;
• shipping method.

Wholesale returns are assessed using:

• the accepted specifications;
• sample approval;
• inspection records;
• quantity;
• defects;
• delivery condition;
• the wholesale agreement.

Provide information such as:

• Product required;
• specifications;
• quantity;
• preferred price range;
• delivery country;
• required delivery date;
• packaging;
• inspection needs;
• supporting files or images.

An Order is created only after:

• a Quotation is accepted;
• required terms are confirmed;
• payment or another required condition is completed.

A Quotation should identify:

• Product;
• specifications;
• quantity;
• unit and total price;
• currency;
• minimum order quantity;
• production period;
• delivery terms;
• inspection terms;
• taxes and exclusions;
• validity period.

Off-platform payments may not qualify for:

• payment protection;
• escrow;
• inspection support;
• refunds;
• formal claim resolution.

Available payment methods may include:

• debit cards;
• credit cards;
• mobile money;
• bank transfer;
• approved online banking methods;
• account balance;
• other local payment methods.

A payment may be declined because of:

• insufficient funds;
• incorrect details;
• card restrictions;
• failed authentication;
• provider limits;
• unsupported currency;
• suspected fraud;
• bank or mobile-money restrictions.

The Order may remain pending while the payment is:

• verified;
• matched;
• reviewed;
• confirmed by the provider.

These conditions may include:

• Seller acceptance;
• successful inspection;
• shipment;
• delivery confirmation;
• expiry of the claim period;
• resolution of a dispute.

No. Escrow or payment protection availability may depend on:

• country;
• payment method;
• Order type;
• Product category;
• Seller;
• transaction value;
• provider availability.

Funds may be released after:

• delivery is confirmed;
• the Buyer accepts the Product;
• the applicable claim period expires;
• an inspection or milestone is approved;
• an open dispute is resolved.

Yes, where:

• a claim is open;
• delivery is disputed;
• inspection failed;
• a chargeback is pending;
• fraud is suspected;
• additional evidence is required;
• a legal or compliance review applies.

Available shipping methods may include:

• local courier;
• door-to-door delivery;
• pickup point;
• air freight;
• road transport;
• sea freight;
• Seller-managed delivery;
• international express delivery.

Availability depends on:

• Product restrictions;
• destination-country rules;
• carrier coverage;
• customs requirements;
• Seller export capability.

WeShopAfrica may use:

• WeShopAfrica Delivery;
• approved local couriers;
• postal services;
• international express providers;
• freight forwarders;
• Seller-managed logistics.

Delivery time depends on:

• Seller handling time;
• stock;
• customization;
• inspection;
• distance;
• delivery method;
• customs;
• destination;
• logistics conditions.

Retail Orders may often be prepared within forty-eight hours, but a longer period may apply to:

• custom Products;
• wholesale Orders;
• made-to-order Products;
• inspected Products;
• regulated Products.

Delivery fees may be based on:

• actual weight;
• volumetric weight;
• package dimensions;
• distance;
• destination;
• delivery speed;
• Product category;
• special handling;
• customs and international charges.

The fee may change if:

• the Seller entered an incorrect weight;
• the packaged dimensions differ;
• the address changes;
• the delivery method changes;
• customs or special handling applies;
• multiple Sellers ship separately.

Tracking may also be sent by:

• email;
• SMS;
• push notification;
• in-app message.

Temporary delays may occur because of:

• carrier scanning;
• transfer between facilities;
• customs;
• network delays;
• remote delivery areas.

A change may be refused where:

• the Product has shipped;
• the carrier cannot redirect it;
• the new destination changes the delivery cost;
• fraud or verification concerns apply.

You may be responsible for:

• redelivery;
• return-to-sender charges;
• storage;
• address-correction fees;
• non-refundable delivery costs.

The carrier may:

• attempt delivery again;
• contact you;
• send the package to a pickup point;
• return it to the Seller;
• apply storage or redelivery fees.

The person receiving the package should be authorized by you and may be asked to provide:

• a delivery code;
• identification;
• signature;
• other confirmation.

Before opening it:

1. 1photograph the package;
2. 2record any visible damage with the carrier where possible;
3. 3retain the packaging;
4. 4open carefully;
5. 5take photographs or video of the Product;
6. 6report the issue promptly.

Check:

• household members;
• security personnel;
• reception;
• neighbors;
• pickup locations;
• delivery instructions.

The shipment may be:

• held;
• returned;
• abandoned;
• subject to storage fees;
• subject to additional charges.

No. Some Products cannot be shipped internationally because of:

• legal restrictions;
• carrier restrictions;
• hazardous-material rules;
• food or agricultural controls;
• destination-country requirements;
• size or weight.

It may be conducted before:

• shipment;
• a payment milestone;
• delivery;
• final acceptance;
• settlement release.

Inspection may be:

• optional;
• requested by the Buyer;
• required for wholesale Orders;
• required for high-value Orders;
• required by WeShopAfrica;
• required by a payment or logistics arrangement.

The inspection scope may include:

• quantity;
• visible condition;
• Product dimensions;
• packaging;
• specification conformity;
• sample matching;
• documentation;
• agreed quality points.

It may not identify:

• hidden defects;
• future performance problems;
• every regulatory issue;
• laboratory quality;
• damage occurring after inspection.

WeShopAfrica may:

• require correction;
• arrange reinspection;
• delay shipment;
• cancel the Order;
• approve replacement;
• approve a refund;
• continue a claim review.

An eligible Product may be returned where it:

• arrived damaged;
• is defective;
• is the wrong Product;
• has missing parts;
• is materially not as described;
• is counterfeit;
• is expired or unsafe;
• otherwise qualifies under the Returns Policy or applicable law.

A longer period may apply for:

• hidden defects;
• warranties;
• applicable consumer law;
• specific Product policies.

You should keep the following until the Return Window expires:

• the carton;
• Product packaging;
• tags;
• seals;
• accessories;
• shipping label;
• protective materials.

A change-of-mind return may be available for eligible categories where the Product is:

• unused;
• unopened where required;
• complete;
• in resalable condition;
• returned within the applicable period.

The Seller may be responsible where the Product is:

• defective;
• damaged because of Seller packaging;
• incorrect;
• counterfeit;
• materially not as described.

The Buyer may be responsible where:

• the Buyer changed their mind;
• selected the wrong option;
• provided an incorrect address;
• caused the damage;
• refused delivery without valid reason.

They may qualify where they:

• do not match the approved specifications;
• are defective;
• are damaged;
• use the wrong materials;
• are otherwise non-conforming.

Subject to defect and legal rights, change-of-mind returns may be unavailable for:

• personalized Products;
• perishables;
• opened food;
• opened cosmetics;
• hygiene-sensitive goods;
• underwear;
• completed services;
• used digital Products;
• final-sale Products;
• Products restricted by health or law.

The return may be:

1. 1Tracked in transit.
2. 2Confirmed as received.
3. 3Inspected.
4. 4Approved or rejected.
5. 5Replaced, repaired or refunded.

More time may be required for:

• technical testing;
• authentication;
• laboratory review;
• international returns;
• wholesale quantities.

A refund may be approved where:

• an Order is validly cancelled;
• the Seller fails to fulfil;
• the Product is not delivered;
• a valid return is completed;
• inspection fails;
• a claim is decided in your favour;
• duplicate payment occurred;
• another valid basis applies.

This may include:

• debit or credit card;
• mobile money;
• bank payment;
• approved online transfer;
• account balance where permitted.

Delivery fees may be refunded where:

• the Seller failed to fulfil;
• the wrong Product was sent;
• the Product was defective;
• the Order was not delivered;
• another Seller-responsible reason applies.

Yes. A partial refund may be offered where:

• the Buyer keeps the Product;
• the issue is minor;
• part of the Order is missing;
• the Product's value is lower than represented;
• the parties agree to a price reduction.

This may be approved where:

• the Product is low value;
• return shipping is disproportionate;
• the Product is unsafe to ship;
• the Product was not delivered;
• the Seller agrees;
• WeShopAfrica determines return is unnecessary.

A refund may be delayed because:

• the Product has not been returned;
• inspection is incomplete;
• additional evidence is required;
• the payment provider is processing it;
• the refund account information is incorrect;
• a chargeback or compliance review is open.

WeShopAfrica may:

• retry the refund;
• request updated verified information;
• use another approved method;
• contact the provider;
• place the refund in a controlled payable status until resolved.

You may open a claim where:

• the Seller does not resolve the problem;
• the Product was not delivered;
• the Product is damaged or defective;
• the Seller disputes a valid return;
• the refund is not processed;
• the Product may be counterfeit or unsafe;
• another material transaction issue arises.

Useful evidence may include:

• photographs;
• video;
• shipping label;
• delivery receipt;
• tracking;
• Seller messages;
• Product serial number;
• inspection report;
• payment record;
• expert assessment.

WeShopAfrica may:

• request more information;
• contact the Seller;
• review messages;
• review payment and delivery records;
• arrange inspection;
• place funds on hold;
• propose a resolution;
• issue a claim decision.

A claim may result in:

• full refund;
• partial refund;
• replacement;
• repair;
• return;
• release of payment to the Seller;
• allocation of shipping costs;
• claim rejection;
• another appropriate remedy.

The appeal should identify:

• the decision;
• why it is incorrect;
• new or overlooked evidence;
• the requested outcome.

False, forged or manipulated evidence may result in:

• claim rejection;
• account restriction;
• Seller settlement hold;
• suspension;
• termination;
• legal or regulatory referral.

Eligible Sellers may include:

• manufacturers;
• wholesalers;
• retailers;
• artisans;
• farmers;
• factories;
• brands;
• service providers;
• authorized distributors;
• registered businesses;
• approved individual producers.

This may include:

• identity documents;
• business-registration information;
• tax details;
• address;
• bank or payout information;
• Product licences;
• origin evidence;
• certifications.

No. WeShopAfrica may review:

• identity;
• business legitimacy;
• Products;
• regulatory status;
• fraud risk;
• operational capacity;
• previous marketplace conduct.

Listing may be free under the general Seller plan, but the following may apply:

• subscription fees;
• category fees;
• promotional charges;
• commission;
• other service fees.

You may sell approved lawful Products that:

• are authentic;
• are accurately described;
• comply with applicable laws;
• satisfy WeShopAfrica quality and origin standards;
• are not prohibited or restricted without approval.

The main Product image should ordinarily:

• use a pure white background;
• be at least 800 x 800 pixels;
• clearly display the Product;
• show the Product occupying approximately 60-80% of the frame;
• be sharp;
• contain no unauthorized contact details, watermark or promotional text.

The description should include:

• key features;
• benefits;
• intended use;
• materials or ingredients;
• dimensions;
• weight;
• country of origin;
• production method;
• availability;
• handling time;
• warnings;
• regulatory information where applicable.

Measure the packaged Product's:

• length;
• width;
• height.

Repeated errors may affect:

• Product visibility;
• Seller performance;
• account status.

A Seller should cancel only for a valid reason, such as:

• genuine stock unavailability;
• legal restriction;
• material pricing error;
• Buyer verification failure;
• force majeure;
• another approved reason.

Sellers must not direct Buyers off-platform to avoid:

• commission;
• payment protection;
• inspection;
• delivery controls;
• fees.

WeShopAfrica may monitor:

• acceptance rate;
• cancellation rate;
• late shipment;
• delivery performance;
• claim rate;
• return rate;
• inspection failure;
• response time;
• Buyer ratings;
• policy violations.

Actions may include:

• warning;
• Listing removal;
• reduced visibility;
• corrective-action plan;
• transaction restriction;
• settlement hold;
• suspension;
• permanent termination;
• legal or regulatory referral.

Settlement may occur after:

• payment clears;
• the Order is delivered;
• the claim period expires;
• any required inspection passes;
• no unresolved dispute exists;
• account verification is complete.

Seller proceeds may be adjusted for:

• commission;
• payment-processing fees;
• logistics charges;
• inspection fees;
• refunds;
• chargebacks;
• taxes;
• reserves;
• penalties or cost recovery;
• other authorized adjustments.

A hold may apply because of:

• an open claim;
• refund risk;
• chargeback;
• inspection failure;
• suspected fraud;
• account verification;
• Product recall;
• compliance review;
• negative balance;
• legal requirement.

Yes, but the change may require:

• password confirmation;
• multi-factor authentication;
• bank-account verification;
• document review;
• a temporary security hold.

A reserve is an amount temporarily withheld to cover reasonably expected:

• refunds;
• claims;
• chargebacks;
• delivery risk;
• compliance risk;
• negative balances.

A review may be removed if it is:

• fake;
• abusive;
• unrelated;
• unlawful;
• based on no genuine transaction;
• disclosing prohibited personal information.

WeShopAfrica may review Platform communications where reasonably necessary for:

• customer support;
• claims;
• fraud prevention;
• policy enforcement;
• safety;
• legal compliance.

Do not share:

• passwords;
• one-time codes;
• full card details;
• private banking credentials.

Depending on the service, WeShopAfrica may collect:

• identity information;
• contact information;
• addresses;
• account information;
• Order history;
• payment references;
• Seller business information;
• delivery information;
• inspection records;
• support messages;
• technical and usage data.

Information may be used to:

• create accounts;
• process Orders;
• verify Sellers;
• process payments;
• arrange delivery;
• manage inspections;
• prevent fraud;
• resolve claims;
• provide support;
• improve the Platform;
• comply with law.

Information may be shared where necessary with:

• Buyers and Sellers;
• payment providers;
• logistics providers;
• inspection providers;
• identity-verification providers;
• technology providers;
• professional advisers;
• authorities where legally required.

Subject to applicable law, you may request:

• access;
• correction;
• restriction;
• objection;
• deletion where applicable;
• withdrawal of consent;
• marketing opt-out.

Use:

• the unsubscribe link;
• communication preferences;
• the instruction in the SMS;
• the privacy contact listed in the Privacy Policy.

Yes. Cookies may be used for:

• login;
• shopping carts;
• preferences;
• security;
• analytics;
• performance;
• personalization;
• advertising where permitted.

A coupon may have conditions such as:

• expiry date;
• minimum spend;
• eligible Products;
• eligible Sellers;
• country restriction;
• one use per account;
• excluded categories.

The coupon may be:

• expired;
• already used;
• restricted to selected Products;
• below the minimum spend;
• unavailable in your country;
• incompatible with another promotion.

Depending on the promotion terms, the promotional value may:

• be cancelled;
• be deducted from the refund;
• be restored;
• expire.

Seller packages may include:

• additional Listings;
• analytics;
• promotion tools;
• lower commissions;
• enhanced support;
• storefront features.

An account may be restricted because of:

• incomplete verification;
• suspicious login;
• suspected fraud;
• unpaid balance;
• chargeback abuse;
• prohibited Products;
• repeated cancellations;
• policy violations;
• legal or security requirements.

Provide:

• the restriction notice;
• explanation;
• supporting documents;
• corrective action;
• requested resolution.

Be cautious if someone asks you to:

• pay outside WeShopAfrica;
• share a verification code;
• send money to release a refund;
• provide full card credentials;
• click an unknown link;
• move the conversation away from the Platform;
• falsify customs or Order information.

You may contact Support through:

• the Help and Support section;
• the relevant Order page;
• email at support@weshopafrica.com;
• other official contact channels displayed on the Platform.

Provide:

• your name;
• account email or telephone number;
• Order, Product, RFQ or case reference;
• description of the issue;
• relevant dates;
• supporting evidence;
• requested resolution.

Response time depends on:

• case severity;
• support volume;
• investigation required;
• third-party provider involvement;
• business hours.

Keeping communications on the Platform helps with:

• support;
• transaction records;
• claim review;
• fraud prevention.

Where appropriate:

• seek medical or emergency assistance;
• keep the Product and packaging safely;
• photograph relevant evidence;
• contact WeShopAfrica immediately;
• report the matter to the appropriate authority.

Depending on the service, applicable policies may include:

• Terms and Conditions;
• Seller Policy;
• Privacy and Cookie Policy;
• Returns, Replacements and Refunds Policy;
• Prohibited and Restricted Products Policy;
• Inspection Policy;
• Delivery and Logistics Policy;
• Payment and Settlement terms;
• promotion or subscription terms.

Yes. WeShopAfrica may update the FAQs as:

• services change;
• new countries are added;
• policies change;
• providers change;
• legal or operational requirements change.