Help and Frequently Asked Questions

Ordering and Payment

How do I place an order?

Add the products to your cart, then click “Checkout.” Select your shipping address and the delivery method offered by each store, accept the terms and conditions, and pay. You’ll receive a confirmation email (and a text message if that service is enabled).

What payment methods are accepted?

Mobile money (Orange Money, MTN MoMo, etc.) and credit/debit cards, via our secure payment provider. Some stores also offer cash on delivery. Djoula never sees or stores your card information.

What currency will I pay in?

You can view prices in your currency; online payment is made in Guinean francs (GNF). The amount paid is exactly the total displayed at the time of ordering.

Can I cancel my order?

Yes, as long as it hasn’t been paid for, via “My Orders.” Once paid, contact the seller or customer service.

Shipping

How much does shipping cost, and what are the delivery times?

Each store sets its own delivery options (home delivery, pickup, international shipping) along with their prices and delivery times, which are displayed before checkout. Shipping fees are charged once per store.

How do I track my package?

In “My Orders,” or on the “Order Tracking” page using your order number and email address. When the seller provides a tracking number, a link to the carrier will appear.

I received my order—what should I do?

Click “I’ve received my order” on the order page. If you don’t take any action, the delivery will be automatically confirmed 30 days after shipment.

Ordering from abroad?

Any customs duties and import taxes are your responsibility.

Returns and Refunds

Can I return an item?

Yes, within 30 days of delivery, from the order page (“Request a Return”). Downloadable products cannot be returned. See the return policy.

When will I receive my refund?

After the seller receives and inspects the item—usually within 14 days—via the payment method used. For cash-on-delivery payments, the seller will refund you directly.

Having a problem with an order?

Package not received, damaged product, or product does not match the description

First, contact the seller via the messaging system. If the issue isn’t resolved, click “Report a Problem” on the order page: Djoula will review the situation and may issue a refund. In the meantime, the seller’s payment is held—this is part of our buyer protection.

A product appears to be counterfeit or prohibited

Use the “Report this product” link on its product page: our team will review it.

My Account and Security

I forgot my password

Click “Forgot Password” on the login page: a password reset link will be sent to you via email.

Does Djoula ask me for my login credentials?

Never. Do not share your password, login code, or mobile money code with anyone, even if they claim to be from Djoula. Always pay on the website—never directly to a seller for an order placed online.

How do I delete my account?

Go to “My Profile.” Your personal data will be deleted; your invoices will be retained for the period required by law.

Selling on Djoula

How do I open a store?

Click on “Sell on Djoula,” verify your email address, and fill out the form. Shops located outside of Guinea must submit a form of identification before they can sell.

When do I get paid?

For an online sale, the money becomes available a few days after delivery to the customer (during the claim period), after which you can request a transfer from “My Transfers” to your mobile money account or bank account. Prices and transfers are in your store’s currency.

How much does it cost to sell on Djoula?

A commission on the price of items sold, as indicated during registration; delivery fees are paid out to you without commission. See the seller terms and conditions.

Contact Us

Our customer service team can be reached using the contact information listed at the bottom of each page.