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    Frequently Asked Questions

    How can I cancel an order? 

    If you need to cancel an order, you can go to your account section of our site and select the order you want to cancel, and you should have a cancel order button. You can only cancel an order before it is dispatched. 

    How can I refund an order? 

    As a seller, you can go to the order section and issue a refund, a full refund will be processed before delivery or 7 days before after order date, after delivery, a refund will only be processed with seller responsible for transaction charges.

    What delivery options are available? 

    As a buyer, you are limited to the delivery options the store you choose to buy from supports, as a platform, we allow sellers to enable collections, Delivery (by Store), and Delivery (by Syndew/ 3rd party partners) and all of this will show you the price implications at check out 

    What if my order is delivered in an unacceptable condition? 

    This should be addressed directly with the seller, and you should be able to resolve this without us. Should this not be the case, please be sure to get in touch with us and we sure will make every effort to resolve  your  complaint

    Can I request a service/feature not available? 

    Please be sure to get in touch with us as we are always looking to grow and expand our service offerings. Please email us : [email protected] 

    When do I get charged for an order? 

    Your card will get authorised immediately you confirm your order, but you will only get charged once an order has been packed and  ready for  delivery / collection. 

    What is the difference between an Authorisation and a Charge? 

    Authorisation is performed when you place an order and it means we check your card for the order amount and place a hold on it and only charge as stated in when you get charged. (PS: the amount charged could be different but cannot be more than the amount authorised) 

    Can I recommend a Store to Syndew? 

    Please send them our way and we promise to reach out to them. We are happy to offer discounts for any store recommendation that becomes a paying client of Syndew. Click HERE  to recommend a store

    What is the minimum order value? 

    This is controlled by individual stores on our platform, please check with them before placing an order. 

    How long does delivery take? 

    This is determined by each store, except for in a situation where you select Syndew Delivery, then we aim to deliver same day or the following day in a timely manner. 

    Are we looking for partners/delivery firms/drivers? 

    As we scale, we will need to meet demands, so Yes Please to get in touch with us: [email protected]

    Subject Access Request 

    We make sure that we comply to all applicable laws, you can also exercise your rights and please send us an email at [email protected] and we will respond very timely. 

    I have never used your platform but I am receiving emails? 

    We should never be doing this, as we will not be buying customer list from any company that aims to do this, we pride ourselves in our love for privacy. If by any chance, we fail you in this regards, please send us an email at [email protected] and we aim to investigate and remove you from all future communications.