Help Centre
Quick answers for buyers and sellers. Can't find what you need? We're a message away.
Yes. You'll be asked to sign in or create a free account at checkout, so you can track your order, message the seller and get help if something goes wrong.
You pay by card or instant EFT through our secure payment partners, PayFast and Paystack. Your card details are entered directly with them. KasiRoots never sees your full card number.
Yes. Your payment is held by KasiRoots and only released to the seller after delivery is confirmed or the security window has passed. If there's a problem with your order, the funds stay on hold while it's sorted out. How payments work.
Go to My Account → Orders and open your order. Sellers ship within 3 business days unless their store says otherwise, and tracking details appear on the order page once your parcel is on its way.
Depending on the seller: The Courier Guy lockers & kiosks, Pargo, PAXI, PostNet, Aramex, or collection from the seller. You choose at checkout. Shipping & Delivery.
Open your order and use the chat to message the seller directly. Keep conversations and payments on KasiRoots so we can help if anything goes wrong.
Most items can be returned within 14 days of receiving them. Open the order and click Report an Issue. See the Refund Policy for what's eligible and who pays return shipping.
Click Report an Issue on the order within 30 days of the delivery date and upload photos or other evidence. The seller has 3 business days to respond, and our team steps in if you can't agree. Dispute Resolution.
Anyone aged 18 or older who lives in South Africa and has a South African bank account in their name. You don't need a registered business. Open a store.
Opening a store is free and there are no monthly fees. KasiRoots takes an 8% commission on each completed sale, and the payment gateway fee is passed through at cost.
Earnings are held for up to 7 days after payment, or until the buyer confirms delivery. Cleared earnings are paid into your bank account every Monday.
Complete your store profile, add your banking details and upload an identity document from your Seller Dashboard. Our team verifies your banking details and identity before payouts are released.
Choose which delivery options your store offers. When an order comes in, pack it, drop it off with the courier the buyer chose, and add the tracking number to the order so the buyer can follow it.
Counterfeit goods, weapons, drugs and other illegal or dangerous items aren't allowed, and some items need a licence. See the full Prohibited Items Policy.
You'll get an email and a notice in your dashboard. Respond within 3 business days with your side and any evidence, such as proof of dispatch and tracking. If you don't respond in time, the buyer is refunded automatically.