Q & A for Shoppers

Why should I join your marketplace?

If you want to start buying beyond the borders of Namibia and have access to a wide variety of products in South Africa, then you are at the right place. Our neighbours like South Africa can help you shop till you drop. We have closed the gap where shopping cross-border have limited you in the past. It is like trading in the old days, where we buy a specific product for you from the vendor and deliver it to your doorstep.

Is signing up free?

Yes signing up on the marketplace is free. There is no monthly subscription fee for shoppers. An e-mail notification will be sent to you to verify and activate your account. Please pay extra attention to the correctness of information entered for your profile.

How do I make a purchase on the marketplace?

Browse the marketplace for items of interest. Once you have found something that you like either add it to your Wishlist or to the Cart. No need for multiple checkouts from different Vendors. You only checkout and pay once. A fee to consolidate all your shopping into one shipment will be applied.

I am based in Namibia, can I buy on the marketplace?

Yes all Shoppers in Namibia are most welcome to our marketplace. Vendor purchases are channeled through our portal and will ship via our processing facility to you in Namibia. Want to buy something specific that is not on our marketplace you can refer to “How it Works – uPick we Buy and Deliver” or refer to the FAQ on uPick we Buy and Deliver.

I am an individual based in Namibia and would like to buy something from another marketplace / specific supplier, can you help me?

The service is not just limited to businesses but also available to the individual. We can make the purchase on your behalf from either the marketplace or specific supplier and take of the VAT charged on the transaction. We handle the cross-border activities including customs formalities and present you with an all inclusive tax invoice for Namibia. For more information you can refer to “How it Works – for Shoppers” or refer to the FAQ for Shoppers for products on our Marketplace or FAQ for uPick we Buy and Deliver for products not on our marketplace.

How do I pay for my shopping?

We only accept payment via either Debit or Credit card through a secure and accredited payment gateway. To save cost on transaction fees the payment gateway based on your location will be available to effect payment. The payment will be processed immediately on your card in your local currency.

Is my payment information safe?

We make every effort to secure all information of your profile and do not collect or store any payment information as this is managed by 3rd parties contracted to process the payment which is encrypted using the latest encryption technology.

How do I select certain product specifics of an item?

Certain product selection criteria is available when you add the item to either your Wishlist or Cart such as dress or shoe size, color or size of the product as specified. There might be on occasion a request for more customisation to be done to the item and this will be possible once the transaction has been concluded. A Vendor communication button will be available on the product profile where you can then communicate with the Vendor regarding customisation options available. Please note all communication is done via the portal.

Can I cancel my purchase?

A purchase can only be cancelled before manufacturing of the order or prior to departure from the Vendor. No cancellation of the purchase can be entertained once either of the aforementioned are in progress. Should a cancellation be possible a refund on the purchase will done within 10 workings days and a handling fee will apply which will be deducted from the refund amount. Should the goods originate outside a main center such as Gauteng or the immediate Western Cape, then an extra 3 days should be allowed for the delivery to the processing facility. Transport cross-border departs on a Friday and all purchases need to reach us by Thursday.

Can I change my address for delivery once the transaction has been completed?

Unfortunately change of delivery address can not be accommodated once the transaction has been concluded.

How long will I have to wait before I receive my shopping?

Product readiness and estimated time of departure determines the delivery time from the Vendor to your doorstep. Please take note of the lead times for availability, manufacturing or dispatch as per the Vendor’s Store Policy. We aim to deliver within in 10 working days from when it leaves the Vendor to delivery at your doorstep.

What are my insurance options for delivery in Namibia?

Insurance is normally optional. The delivery and insurance of the contracted service provider upto our processing facility will apply. Should it be that the packing requirement has not been met, or that the shipment arrive damaged at our processing facility or after assessment that the content might be damaged, we will intervene and report this to both you and the Vendor for further instruction. General Goods in Transit insurance is included in the transport cost from our processing facility in South Africa upto our handling facility in Namibia. Goods in Transit insurance covers fire, collision, overturning and hijacking. Additional insurance can be selected on checkout for onward delivery from our handling facility in Namibia to your doorstep. The optional insurance that is available is 2% of the declared invoice value. Should no value be declared for insurance purposes the assumed value will be N$50.00.

If I am based in Namibia, where will my shopping be delivered too?

Delivery of your purchase from the supplier will be routed via our processing facility to a physical address in Namibia. Delivery to a Postal address is not possible.

What are my insurance options for delivery in Namibia?

Insurance is normally optional. Should it be that the packing requirement has not been met, or that the shipment arrive damaged at our processing facility or after assessment that the content might be damaged, we will intervene and report this to both you and the supplier for further instruction. General Goods in Transit insurance is included in the transport cost from our processing facility in South Africa up-to our handling facility in Namibia. Goods in Transit insurance covers fire, collision, overturning and hijacking. Additional insurance can be selected on checkout for onward delivery from our handling facility in Namibia to your doorstep.

How do I know where my shopping is?

On completion of your purchase a transaction reference will be made available to which all carrier tracking tags will be linked. Tracking can either be done on our portal using the transaction reference or the carrier tracking tag.

What should I do when the parcel is delivered?

They delivery receipt should be clearly signed including a date and time of delivery. Should there be a discrepancy with the condition of the delivery or the content, refusal for acceptance may not be exercised. Any discrepancy should be recorded on the delivery receipt and should be co-signed by the representative of the carrier. The delivery must be accepted to initiate an insurance claim, return, refund or exchange.

Can I return / exchange or have a refund on an item purchased where I am based in Namibia?

In the event of a cross-border purchase it is more complex due to the customs formalities, cost involved and duration. All cost for an item to be returned to South Africa has to be paid by the shipper prior to returning the item. Refund for the purchase will be between the supplier and the client. Retain the original packaging should the supplier have consented to a return / refund or exchange. Exchanging an item after the return has been completed is subject to a new transaction which has to be actioned on the site.

What extra charges can I expect to pay other than the actual cost of the product for my delivery to Namibia?

Keeping cost low and to not compromise on the purchase for quality and have it delivered to your door, there are charges that needs to be paid as nothing is for free. We don’t markup the product and have negotiated the best rates for delivery with our service providers so that you can benefit as well in getting your purchase delivered to your door. As we are buying and paying the supplier and service provider for delivery on your behalf we charge a service fee as a percentage on the total transaction value. The service fee depends on the purchase regularity and value of the goods per purchase. To process and prepare your purchase for export at our processing facility we do not charge a fee. A documentation fee is applicable to single export shipments. Consolidating all your purchases into one shipment is optional and is more cost effective than receiving more than one shipment at the same time. This service is available upon request subsequent to completion of the purchase and can be send to hello@ubuyabox.com. Then there is the cost for delivery to your door which consist of the delivery fee to our processing facility and the actual transport cross-border and delivery in Namibia. This is based on the chargeable mass of the shipment.

I need more information, can you help me?

For more detailed information you can always refer to out Terms and Conditions and Privacy Policy or chat to us using the widget in the bottom right hand corner and one of our agents will be in touch.