Help centre
Answers to common questions about ordering from shops on SMA. Can't find what you need? Contact us and we'll help.
Step-by-step guides
Every shopping task, one step at a time. The same steps appear next to each button on the site.
How to orderOne cart for every shop. Nothing is paid on SMA.
- Find a product by searching, browsing a category or visiting a shop.
- Choose any size or colour, then tap Add to cart. Keep adding from other shops if you like.
- Open your cart, add your name, phone or WhatsApp number and delivery address, and place the order.
- Each shop gets its own order and contacts you to confirm it and agree payment and delivery.
What happens after you orderThe shop confirms, you pay the shop directly, and you can follow each order.
- You get an order number for each shop straight away.
- The shop contacts you, usually on WhatsApp or by phone, to confirm stock, delivery and payment.
- Pay the shop directly (cash on delivery, mobile money, or as you agree). SMA never asks you to pay it for a product.
- Follow the order under My orders, or with the order number on the shop's Track order page.
Tracking an orderEvery order moves through confirmed, packed, out for delivery and delivered.
- Signed in: open My orders to see every order from every shop.
- Not signed in: open the shop, tap Track order and enter the order number with your email or phone.
- We email or text you when the shop changes the order's status.
- Questions about a delay? Message the shop directly; it handles its own delivery.
Signing in to your SMA accountOne secure sign-in for your orders, saved items and shops.
- Choose Sign in, or Create an account if this is your first visit.
- Use the same email as your past orders and complete the sign-in steps.
- If you forgot your password, choose Forgot password on the sign-in form.
- Your orders, saved items, followed shops and saved searches now follow you to any device.
Using a voucherShops give voucher codes for discounts on their own products.
- Get a code from the shop: on its page, a pop-up, social media or WhatsApp.
- In your cart, find the Voucher code box under that shop's items.
- Enter the code and tap Apply; the shop's new total shows straight away.
- Each code works only for its own shop, and may have a minimum spend or end date.
Following a shopSee a shop's new products first, all in one place.
- Tap Follow on a shop's page, its product pages or the seller box.
- Sign in to your SMA account if you aren't signed in yet.
- New products from the shops you follow appear under Account → Following.
- Tap Following again any time to unfollow.
Saving a search and getting alertsLet SMA tell you when new products match what you want.
- Search or open a category, and add any filters such as price or condition.
- Tap Save search and give it a name.
- Leave email alerts on to get one email a day when new products match.
- Manage or turn off alerts under Account → Saved searches, or from the link in any alert email.
Saving items for laterTap the heart on any product to keep it.
- Tap the heart on a product card or product page.
- Find everything you saved under Saved items.
- Sign in to keep your saved items on every device.
Asking the seller a questionAsk on the product page; the answer is shown there for everyone.
- Scroll to Questions and answers on the product page and tap Ask a question.
- Write your question. Add your email if you'd like us to tell you when it's answered.
- The seller answers on the page; we email you the first answer.
- For quick chats, use Ask the seller to open WhatsApp instead.
Making an offerItems marked Negotiable accept offers. Nothing is paid when you offer.
- On a Negotiable item, tap Make an offer.
- Enter your price and how the shop can reach you.
- The offer goes to the shop's inbox; the shop replies to you directly.
- If you agree a price, order as normal and settle the agreed price with the shop.
Writing a reviewOnly shoppers with a delivered order can review, so reviews are real.
- When the shop marks your order delivered, we send you a review link by email or text.
- You'll also find a Rate this item link next to delivered items when you track the order.
- Pick 1 to 5 stars, add a few words about the product and the shop, and send.
- Your review shows on the product page; the shop can reply but can't edit it.
Reporting a listing or shopTell SMA's team about something unsafe, fake or misleading.
- Tap Report on the product page or in the seller box.
- Pick a reason and add a short note about what's wrong.
- SMA's team reviews every report. The shop isn't told who reported it.
- If you've been asked to pay someone who isn't the seller, report it and don't pay.
Frequently asked questions
21 questions
Ordering
How do I place an order?
Find a product through search, a category, flash sales or a shop's page, choose any options such as size or colour, and add it to your cart. When you are ready, open your cart, enter your name, phone or WhatsApp number, email and delivery address, and place the order.
You do not need an account to order.
Can I order from several shops at once?
Yes. Your cart keeps the items from each shop together. When you check out, SMA sends a separate order to each shop, and each one contacts you about its own order, payment and delivery. Totals are shown per shop because each shop sets its own prices and delivery terms.
What happens after I place an order?
You see an order number for each shop straight away. The shop then contacts you to confirm the order and agree payment and delivery. Once the shop confirms, your order moves through packed, out for delivery and delivered, and we let you know by email or text as its status changes.
How do I change or cancel an order?
Contact the shop as soon as possible, using the WhatsApp link, phone number or email on your confirmation or on the shop's page. Orders are handled by the shop, so it is the shop that changes or cancels them. It is best to do this before the order is packed.
One of my orders did not go through. Will I be charged twice if I try again?
No. If an order to one shop fails, for example because an item sold out or your connection dropped, the cart shows which shop failed so you can try that one again. SMA remembers each order attempt, so trying again never sends a duplicate order. And because you pay shops directly, nothing is charged when you order.
Payment and delivery
How do I pay?
You pay the shop directly, not SMA. Each shop tells you how it accepts payment, for example cash on delivery, mobile money or payment when you collect. SMA never takes payment for products and will never ask you to pay an "SMA account" for an order.
How does delivery work, and how much does it cost?
Each shop arranges its own delivery or pickup and sets its own delivery fees and times. Agree them with the shop before you pay. Many shops deliver within their city and send to other regions by bus or courier.
Why are prices different between shops?
Each shop is an independent business and sets its own prices, discounts and flash sales. Use search to compare the same product across shops, and check the delivery fee too.
Tracking orders
How do I track my order?
Sign in to your SMA account with the email address you ordered with, and every order you placed with that email at any SMA shop appears under My orders, with its current status.
You can also use the "Track an order" link at the bottom of the shop's page, with your order number and the phone number or email you ordered with.
The shop has not contacted me. What should I do?
Shops usually reply within a working day. If you have not heard back, message the shop using the WhatsApp link or phone number on its page, and check your spam folder for emails. If the shop still does not reply after a few working days, contact us with your order number and we will follow it up.
Your account
Do I need an account?
No. You can order as a guest. An account lets you see all your orders in one place, save delivery addresses so checkout is faster, and keep a wishlist on any device.
How do I sign in? I don't have a password.
Choose Sign in and use your SMA account. If you previously used an emailed code, create an account with that same email and verify it to see your earlier orders and saved items. If you forgot your password, choose Forgot password on the sign-in form. Never share your password or verification codes.
How do I update or delete my details?
You can add, edit and delete saved delivery addresses in your account. To get a copy of your data, correct something else or delete your account, contact us and we will handle it.
How do I save items for later?
Tap the heart on any product. Saved items are kept in this browser while you are signed out, and added to your account when you sign in, so they follow you to other devices.
Reviews
How do I review a product?
After a shop confirms your order, we send you a private link by email or text to review what you bought. Only customers with a confirmed order can review a product, so every review on SMA comes from a verified buyer.
What can I write in a review?
Describe your honest experience of the product and the shop. Do not include phone numbers or other personal details, abuse or advertising. Shops can reply publicly, and we may hide reviews that break our rules.
Returns and refunds
Can I return an item or get a refund?
Returns and refunds are handled by the shop you bought from, because you paid the shop directly. Every shop must at least accept the return of items that are faulty, not as described or not what you ordered, if you tell it within 7 days. Contact the shop with your order number and photos of the problem.
The shop won't help. Can SMA step in?
Yes, contact us with your order number, the shop's name and what happened. We will contact the shop and ask it to put things right, and we act against shops that break our rules, up to suspending them. Because SMA does not hold your payment, we cannot refund you ourselves.
Safety and trust
What does the verified badge mean?
SMA staff have checked the shop's identity and business details. It is a good sign, but not a guarantee, so still follow our safety tips, especially before paying in advance.
How do I report a suspicious shop or listing?
Contact us with a link to the shop or product and a short explanation. We review every report and do not tell the shop who reported it. If you have lost money, also report it to the police and your mobile money provider straight away.
How can I avoid scams?
Prefer cash on delivery or paying when you collect, inspect items before paying, avoid paying the full amount in advance to shops you do not know, and never share PINs or sign-in codes. SMA never collects payment for products.
Live updates
Still need help?
For questions about an order, the quickest answer is usually from the shop itself. For anything else, we are here.