1. How Shipping Works

Customers browse products listed by independent sellers on ShopOpen24.

When a customer places an order using an available WhatsApp ordering option, the order details are communicated directly to the relevant seller.

The seller then confirms the order with the customer and handles payment, product preparation and shipping.

2. Seller Shipping Responsibility

The seller who supplies the product is responsible for the actual fulfilment and delivery of that product.

Seller responsibilities may include:

• Confirming product availability.
• Confirming the customer’s order.
• Confirming applicable shipping details.
• Packing the product appropriately.
• Choosing and arranging the delivery or courier service.
• Providing available tracking information where applicable.
• Communicating relevant delivery updates to the customer.

3. Shipping Charges

Shipping charges may vary depending on the seller, product, quantity, delivery location, courier or other order-specific factors.

The seller will communicate any applicable shipping charge to the customer during the order confirmation process.

4. Delivery Time

Delivery time can vary depending on the seller, product availability, order preparation time, delivery destination, courier service, weather, holidays and other circumstances.

Customers should confirm the estimated delivery time with the seller before completing payment where necessary.

Any delivery estimate provided by a seller is an estimate and may change because of circumstances beyond the seller’s reasonable control.

5. Delivery Areas

Sellers may choose which locations they are able to deliver to.

Delivery availability can therefore differ between products and sellers.

Customers should confirm whether a seller can deliver to the required location before completing the order.

6. Shipment Tracking

Where the seller or delivery service provides tracking information, the seller may share the tracking details with the customer.

Not every seller or delivery arrangement may provide an online tracking facility.

7. Shipping Delays

Delivery may sometimes be delayed because of courier operations, weather, public holidays, transportation issues, incorrect address information, high order volumes or other circumstances.

When a delay occurs, customers should contact the seller for the latest available delivery information.

8. Wrong, Damaged or Missing Products

If a product arrives damaged, incorrect, incomplete or does not arrive as expected, the customer should contact the seller as soon as possible.

Customers may be asked to provide photographs, videos, order information, delivery details or other relevant evidence.

The seller will review the issue and, where applicable, provide the appropriate solution according to the seller’s return, replacement or refund policy and applicable requirements.

9. Customer Responsibilities

Customers should:

• Provide correct name, phone and delivery address information.
• Confirm shipping charges and delivery details with the seller where necessary.
• Keep seller and payment communication records.
• Be available to receive the delivery where required.
• Report damaged, incorrect or missing products to the seller promptly.

10. Shipping Support

For shipping status, courier details, delivery timing or shipment problems, customers should first contact the seller who accepted the order.

For ShopOpen24 platform-related questions or assistance contacting a seller, you may contact ShopOpen24 using the information below.