Question 1

What is Lalia Marketplace?

Accepted Answer

Lalia is a global marketplace connecting buyers with Black-owned businesses across Africa and the African diaspora. We feature handmade goods, African fashion, beauty products, art, and cultural treasures from verified artisans and entrepreneurs — shipped worldwide.

Question 2

How do I buy something on Lalia?

Accepted Answer

Browse products by category or search for what you need. Add items to your cart and proceed to checkout. You can pay securely with credit/debit card via Stripe. Once your order is confirmed, the vendor will prepare and ship your items.

Question 3

Do I need an account to shop?

Accepted Answer

You need a free Lalia account to complete purchases, track orders, leave reviews, and manage your wishlist. Sign up with your email — it only takes a minute.

Question 4

Which countries does Lalia ship to?

Accepted Answer

Lalia vendors ship worldwide! Shipping availability and costs vary by vendor and destination. Each product listing shows where the item ships from, estimated delivery time, and shipping cost to your location. Look for 'Ships locally' badges for faster, cheaper delivery.

Question 5

What languages is Lalia available in?

Accepted Answer

Lalia is currently available in English, French, and Spanish. You can switch languages anytime using the language selector in the footer or navigation bar. More languages are coming soon.

Question 6

How do I track my order?

Accepted Answer

Go to your Account → Orders to see all your orders and their current status. Once your order ships, you'll receive an email with tracking information. You can also track from the order detail page.

Question 7

How long does shipping take?

Accepted Answer

Shipping times depend on the vendor's location and your destination. Local orders typically arrive in 3-7 business days. International orders may take 7-21 business days. Each product page shows estimated delivery times for your location.

Question 8

How much does shipping cost?

Accepted Answer

Shipping costs are set by each vendor based on item weight, dimensions, and destination. Some vendors offer free shipping on orders above a certain amount. You'll see the exact shipping cost at checkout before you pay.

Question 9

Are there customs duties on international orders?

Accepted Answer

International orders may be subject to customs duties, taxes, or import fees charged by your country's customs authority. These charges are the buyer's responsibility and are not included in the product price or shipping fee.

Question 10

Can I change or cancel my order?

Accepted Answer

You can request a cancellation from your Account → Orders page while the order is still being processed. Once the vendor has shipped the item, cancellation is no longer possible — but you can initiate a return after delivery.

Question 11

What is the return policy?

Accepted Answer

Most items can be returned within 14 days of delivery for a full refund. Items must be unused, in original packaging, and in the same condition you received them. Some categories (perishable goods, custom-made items) may not be eligible for returns.

Question 12

How do I start a return?

Accepted Answer

Go to Account → Orders, find the order, and click 'Request Return'. Describe the reason and submit. Our team will review your request within 1-2 business days and send you return instructions via email.

Question 13

When will I get my refund?

Accepted Answer

Once your return is approved and the vendor confirms receipt of the returned item, your refund will be processed within 5-7 business days. The refund goes back to your original payment method.

Question 14

I received a damaged or wrong item. What do I do?

Accepted Answer

We're sorry! Go to Account → Orders, find the order, and submit a return request selecting 'Damaged' or 'Wrong item' as the reason. Include photos if possible. We prioritize these cases and will resolve them quickly.

Question 15

Can I exchange an item?

Accepted Answer

We don't currently offer direct exchanges. To get a different item, return the original for a refund and place a new order. Our team will fast-track your return if you mention you'd like to exchange.

Question 16

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards (Visa, Mastercard, American Express) through Stripe, our secure payment processor. Additional payment methods including mobile money and local payment options are coming soon.

Question 17

Is my payment information secure?

Accepted Answer

Absolutely. All payments are processed by Stripe, a PCI Level 1 certified payment processor (the highest security standard). Lalia never stores your card details on our servers. All data is encrypted with industry-standard SSL/TLS.

Question 18

What currency are prices displayed in?

Accepted Answer

All prices on Lalia are displayed in US Dollars (USD). Your bank or card provider will handle the currency conversion at their current exchange rate if you pay in a different currency.

Question 19

My payment failed. What should I do?

Accepted Answer

Check that your card details are correct and that you have sufficient funds. Try a different card if the issue persists. If your bank is blocking the transaction, contact them to authorize payments to Stripe. You can also reach out to our support team for help.

Question 20

How do I become a vendor on Lalia?

Accepted Answer

Click 'Sell on Lalia' in the navigation bar to start your vendor registration. Fill in your business details and submit for review. Our team reviews applications within 2-3 business days. Once approved, you'll get access to the vendor dashboard to set up your shop.

Question 21

What are the vendor fees?

Accepted Answer

Lalia charges a commission on each sale — there are no monthly subscription fees. The commission rate covers payment processing, platform maintenance, and buyer support. You see the exact fee breakdown on every payout.

Question 22

When and how do I get paid as a vendor?

Accepted Answer

Payouts are processed through Stripe Connect. For single-vendor orders, funds go directly to your Stripe account automatically. You can set up your bank account through the Stripe onboarding process in your vendor dashboard.

Question 23

How do I set up shipping as a vendor?

Accepted Answer

In your Vendor Dashboard → Shipping, create shipping zones with rates for each region you ship to. You can set flat rates or weight-based pricing. Buyers will see your shipping costs at checkout based on their location.

Question 24

How do I list products?

Accepted Answer

Go to Vendor Dashboard → Products and click 'Add Product'. Upload photos (up to 5), write a title and description, set your price, choose a category, and publish. Products go through a brief review before appearing on the marketplace.

Question 25

How does Stripe Connect work for vendors?

Accepted Answer

Stripe Connect is how we securely handle vendor payouts. During onboarding, you'll connect your Stripe account (or create one). Stripe verifies your identity and bank details. Once set up, payments from your sales are automatically routed to your account.

Question 26

How do I reset my password?

Accepted Answer

Click 'Sign In' then 'Forgot Password'. Enter your email address and we'll send you a password reset link. The link expires after 24 hours. If you don't receive the email, check your spam folder.

Question 27

How do I update my profile?

Accepted Answer

Go to Account → Settings to update your name, email, and other profile details. Vendors can update their shop profile (name, description, logo, banner) in the Vendor Dashboard → Settings.

Question 28

Can I delete my account?

Accepted Answer

To delete your account, please contact our support team through the Contact page. We'll process your request within 5 business days. Note that active orders must be completed or cancelled before account deletion.

Question 29

How is my personal data handled?

Accepted Answer

We take data privacy seriously. We only collect information necessary to process orders and improve your experience. Your data is encrypted and never sold to third parties. See our Privacy Policy for full details.

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