Browse products on Urban Mzansi, add your desired items to your cart, proceed to checkout, and complete payment using one of our available payment methods.
Can I order without creating an account?
Yes. Guest checkout is available. However, creating an account allows you to track orders, manage returns, save addresses, and access your order history.
Can I cancel my order?
Orders may only be cancelled before they have been processed or shipped. Once an order has been dispatched, it cannot be cancelled and must follow our Returns & Refunds Policy.
Why was my order cancelled?
Orders may be cancelled due to:
Payment failure
Suspected fraud
Product unavailability
Incorrect pricing
Seller fulfilment issues
Any approved refund will be processed according to our Refund Policy
Payments
What payment methods do you accept?
Urban Mzansi accepts secure payment methods available at checkout, including debit cards, credit cards, EFTs, and other supported payment options.
Is my payment information secure?
Yes. All payments are processed through secure payment gateways. Urban Mzansi does not store your full card details.
When will I be charged?
Payment is processed when your order is placed and successfully authorised.
Orders & Shopping
How do I place an order?
Browse products on Urban Mzansi, add your desired items to your cart, proceed to checkout, and complete payment using one of our available payment methods.
Can I order without creating an account?
Yes. Guest checkout is available. However, creating an account allows you to track orders, manage returns, save addresses, and access your order history.
Can I cancel my order?
Orders may only be cancelled before they have been processed or shipped. Once an order has been dispatched, it cannot be cancelled and must follow our Returns & Refunds Policy.
Why was my order cancelled?
Orders may be cancelled due to:
Payment failure
Suspected fraud
Product unavailability
Incorrect pricing
Seller fulfilment issues
Any approved refund will be processed according to our Refund Policy
Shipping & Delivery
How long does delivery take?
Estimated delivery times are:
Major Cities: 2–7 business days
Regional Areas: 3–10 business days
Remote Areas: 5–15 business days
Delivery times may vary depending on the seller and courier.
Why did I receive only part of my order?
Urban Mzansi is a marketplace. Products from different sellers may be shipped separately and arrive on different dates.
How do I track my order?
Once your order has been dispatched, tracking information will be available through:
Your account dashboard
Email notifications
Courier tracking updates
What happens if I entered the wrong address?
Contact us immediately. If the order has already been dispatched, additional courier charges may apply to redirect or resend the parcel.
Shipping & Delivery
How long does delivery take?
Estimated delivery times are:
Major Cities: 2–7 business days
Regional Areas: 3–10 business days
Remote Areas: 5–15 business days
Delivery times may vary depending on the seller and courier.
Why did I receive only part of my order?
Urban Mzansi is a marketplace. Products from different sellers may be shipped separately and arrive on different dates.
How do I track my order?
Once your order has been dispatched, tracking information will be available through:
Your account dashboard
Email notifications
Courier tracking updates
What happens if I entered the wrong address?
Contact us immediately. If the order has already been dispatched, additional courier charges may apply to redirect or resend the parcel.
Do you deliver throughout South Africa?
Yes, we deliver to most areas within South Africa. Some remote locations may have delivery limitations.
Returns & Refunds
How long does delivery take?
Most eligible products may be returned within 14 days of delivery, subject to our Returns & Refunds Policy.
How do I request a return?
Log into your account, locate the order, and submit a return request. Our support team will review your request and provide further instructions.
Do I have to pay for return shipping?
Customers are generally responsible for return shipping costs unless:
The item is defective
The item was damaged during delivery
The wrong item was received
Your account dashboard
Email notifications
Courier tracking updates
When will I receive my refund?
Approved refunds are generally processed within 7–14 business days after the returned item has been inspected and approved.
Can I exchange an item?
Yes, exchanges may be available depending on stock availability and seller approval.
Products
Are all products sold by Urban Mzansi?
No. Urban Mzansi is a marketplace platform where independent sellers offer products to customers.
Why does a product look different from the photos?
Product colours and appearance may vary due to:
Lighting conditions
Screen settings
Manufacturing variations
Minor differences do not qualify as defects.
Are products authentic?
Sellers are required to provide authentic and accurately described products. Any seller found violating this requirement may be removed from the platform.
The item is defective
The item was damaged during delivery
The wrong item was received
Your account dashboard
Email notifications
Courier tracking updates
Seller Questions
How do I become a seller?
Click "Become a Seller" and complete the seller registration process. Applications are reviewed before approval.
Is there a fee to sell on Urban Mzansi?
Seller fees, commissions, and subscription options are outlined during seller registration and in the Seller Terms & Conditions.
When do sellers receive payouts?
Seller payouts are processed according to the Urban Mzansi Seller Policy and payout schedule.
The item is defective
The item was damaged during delivery
The wrong item was received
Your account dashboard
Email notifications
Courier tracking updates
Can Urban Mzansi suspend a seller account?
Yes. Seller accounts may be suspended for:
Policy violations
Fraudulent activity
Poor fulfilment performance
Repeated customer complaints
Account & Security
I forgot my password. What should I do?
Use the "Forgot Password" option on the login page and follow the instructions sent to your email address.
How do I update my account information?
Log into your account dashboard and update your profile, addresses, and contact information.
Can I have multiple accounts?
Urban Mzansi reserves the right to limit, suspend, or merge duplicate accounts where necessary.
Marketplace & Policies
Does Urban Mzansi guarantee every seller?
Urban Mzansi screens sellers and monitors performance, but sellers remain responsible for their own products, listings, and fulfilment.
What happens if there is a dispute?
Urban Mzansi may assist in resolving disputes between buyers and sellers. Our decision regarding marketplace disputes may be final where permitted by law.
Can Urban Mzansi remove products or accounts?
Yes. We reserve the right to remove products, suspend accounts, restrict access, or terminate services where necessary to protect customers, sellers, and the platform.
