Delivery and returns

Before you pay

Each shop shows where it is based and where it delivers. After you place an order the shop confirms the items are available. Only then do you receive the payment details. Delivery cost, if any, is agreed with the shop in your order and shown on your order page.

Paying

You pay the shop directly, using the mobile money or NAFLIS payment link on your order page, or in cash on delivery where the shop offers it. NAFLIS MALL does not hold your money. Upload your payment evidence on the order page; the shop must confirm it arrived before delivering.

Tracking and the delivery code

Every order has a tracking number (the order code) and a page that shows each step: placed, confirmed by the shop, payment secured, being prepared, on the way, handed over and complete, with the time the shop promised. You can find it again at the tracking page with your tracking number and phone number. Each order also has a six-digit delivery code that only you can see. It works once the shop has sent your order. Give it to the person delivering, or to the shop if it delivers itself, only when you have your items in your hands: they type it in and the order is complete. Do not send the code by message, and do not share it if you have not received your order.

Receiving your order

When your order is delivered, confirm it on your order page. If you do not receive it, or it is not as described, send a message to the shop from the same page and report a problem if it is not resolved.

Cancelling and refunds

  • You can cancel on your order page until you have sent payment evidence.
  • If the shop cancels after you paid, a refund is recorded for the shop to pay back, and it shares the proof on your order page.
  • You can request a refund from your order page. The shop decides whether to approve it.

Returns

Return rules, such as how long you have and who pays the return cost, are set by each shop and should be agreed with them before you pay. NAFLIS MALL does not promise a return window on a shop's behalf. When goods come back, the shop records it, and only then do they go back into stock.

Problems

If you cannot resolve something with the shop, contact us through Help and contact with your order code.