Support Policy

This page sets out the support channels on Delivaz and what each is for, so you reach an answer by the shortest route.

If the problem is with a specific order

Open the order from My Orders and use the report button on it. A report tied to an order is faster because it arrives with the order and seller details attached, and follows a tracked route until it is closed.

If your question is about a product before buying

Message the seller directly from their store page - nobody knows their product and stock better.

If your question is general

Start at the help centre, which answers the most common questions. If your answer is not there, write to us from contact us.

If you are a seller

For questions about selling, registration and commission, see seller FAQs and seller support.

What helps us help you

To reach a resolution faster: quote the order number if there is one, describe what happened and what you expected, and attach a photo if the problem is visible. A message that carries its details does not need a round of questions before it can be worked on.

Access to your account for support

A support agent may need to open your account as you, to see what you see. That session is announced by a visible banner, time-limited, read-only unless a separate editing permission is granted, and closed to money and identity operations. The details are in our privacy policy.