Frequently Asked Questions
Answers about social commerce, verified vendors, escrow payments, and shopping local on Zela.
General Questions
What is Zela?
Zela is a social commerce marketplace for Cameroon, combining a social feed with a marketplace for discovering and buying from verified local vendors.
How do payments work on Zela?
Zela integrates with MTN Mobile Money and Orange Money, with escrow protection on every transaction.
How are sellers verified on Zela?
Every vendor completes KYC (Know Your Customer) verification before they can list products.
Where is Zela available?
Zela launches in Douala, Cameroon, with plans to expand across Francophone Africa.
Who is behind Zela?
Zela is built and operated by Looping Binary, a technology company based in Cameroon. We are not a foreign platform — we built Zela because we understand the local market and the challenges vendors and shoppers face every day.
Is Zela available as a mobile app?
Yes. Zela is available as a Progressive Web App (PWA) you can install from your browser, and as a native app on Android and iOS. The mobile app supports push notifications with sound and vibration so you never miss an order update or a new drop from a vendor you follow.
Where does Zela operate?
Zela currently serves buyers and vendors across Cameroon — starting in Douala, with expansion planned across Francophone Africa. Our location-aware feed prioritises vendors near you with human-friendly distance labels.
What can I buy on Zela?
You can shop products and book services from verified Cameroonian vendors — from fashion and electronics to food, gifts, and everyday essentials. Discovery happens through a social feed and vendor storefronts.
Is it free to create an account?
Yes. Creating a buyer account on Zela is completely free. You can browse products, follow vendors, save items to your wishlist, and place orders at no charge.
Ordering & Payment
How do I place an order?
Browse the marketplace, add items to your cart, and proceed to checkout. You will choose your delivery address and payment method, then confirm your order. You will receive a confirmation notification as soon as the order is placed.
What payment methods are accepted?
We support mobile money (MTN MoMo, Orange Money) and other local payment methods available at checkout. All transactions are processed securely — we do not store your payment credentials.
Can I cancel or modify my order?
You can request a cancellation before the vendor confirms and ships your order. Once the order has been confirmed and dispatched, cancellations are handled through our returns process. Contact us quickly at loopingbinary@gmail.com if you need to change anything.
How do I track my order?
You can track all your orders from the My Orders section in your account. You will also receive push notifications and email updates at each stage — confirmed, shipped, and delivered.
Can I buy from multiple vendors in one checkout?
Yes. Your cart can hold items from different vendors. Each vendor's items are processed as a separate sub-order so you get individual tracking and updates per vendor.
Shipping & Delivery
How does shipping work on Zela?
Shipping is arranged by each vendor. Vendors set their own delivery areas, timelines, and fees which are shown clearly on the product page and at checkout. Some vendors offer same-city delivery, while others ship nationwide.
How long does delivery take?
Delivery times vary by vendor and location. Within the same city, many vendors deliver within 1–3 days. Cross-city orders typically take 3–7 days. Each product page displays the vendor's estimated delivery time.
Do you ship outside Cameroon?
Zela currently focuses on domestic delivery within Cameroon. International shipping is not available at this time. We are working to expand our reach in the future.
What if my order arrives damaged or incorrect?
If your order arrives damaged or is not what you ordered, contact us immediately with photos. We will open a dispute with the vendor on your behalf and work to arrange a replacement or refund.
Can I change my delivery address after placing an order?
Address changes can be requested before the vendor ships your order. Contact us at loopingbinary@gmail.com as soon as possible. Once an order has been dispatched, address changes may not be possible.
Returns & Exchanges
What is Zela's return policy?
We offer a 7-day return window from the date of delivery for items that are damaged, defective, or not as described. Items must be unused and in their original packaging. Return eligibility is confirmed on a case-by-case basis.
How do I initiate a return?
Go to My Orders in your account, select the order, and tap 'Request Return'. Describe the issue and attach photos if relevant. Our team will review your request and get back to you within 48 hours with next steps.
Who pays for return shipping?
If the item is defective or was sent in error, the vendor covers return shipping. For change-of-mind returns (where applicable), the buyer is responsible for return shipping costs.
How long does a refund take?
Once your return is approved and the item is received by the vendor, refunds are processed within 5–7 business days back to your original payment method or Zela wallet.
Can I return beauty or skincare products?
For hygiene reasons, opened cosmetics, skincare, and personal care products cannot be returned unless they are defective or caused an adverse reaction. Unopened items in original packaging may be eligible for return.
Vendors & Selling
How do I become a vendor on Zela?
Register for a vendor account at zela.com/auth/register and complete the onboarding process. You will need to provide your store details, upload identity verification documents (KYC), and set up your first product listings or services before going live.
Is there a fee to sell on Zela?
Zela operates on a subscription model for vendors. Vendor subscription plans and pricing are shown during onboarding. There is no listing fee per product — you pay a flat subscription to access your storefront and all selling tools.
How do I get paid?
When a buyer places an order, the payment is held securely until delivery is confirmed. You can then request a payout to your mobile money account (MTN MoMo or Orange Money) directly from your vendor dashboard.
What can I sell on Zela?
You can sell fashion, cosmetics, perfumes, skincare, haircare, accessories, gifts, and lifestyle products. You can also offer bookable beauty and personal care services. All listings must comply with our marketplace policies — counterfeit or prohibited items are not allowed.
Can I post stories and reels as a vendor?
Yes. Vendor accounts can post stories (visible for 24 hours) and reels (short videos) to showcase their products and brand. Followers are notified with a push alert and sound when you post, helping you reach your audience instantly.
What analytics do I get as a vendor?
Your vendor dashboard shows order history, revenue, product views, click-through rates, top-selling items, and follower growth. Use these insights to understand what is working and where to focus.
Services & Bookings
How do I book a beauty service?
Browse the Services section or visit a vendor's store page and select the service you want. Choose your preferred date and time from the vendor's availability calendar and confirm your booking. You will receive a confirmation notification immediately.
Can I cancel a booking?
Yes. You can cancel a booking from the My Bookings section in your account. Cancellations made at least 24 hours before the appointment are generally fully refundable. Late cancellations may be subject to a cancellation fee at the vendor's discretion.
How does payment work for services?
Services are paid for at the time of booking. Payment is held and only released to the vendor after the appointment is completed, protecting both parties.
What if a vendor cancels my booking?
If a vendor cancels your appointment, you will be notified immediately and receive a full refund. We encourage you to rebook with the same vendor or explore alternative service providers on the platform.
Can vendors offer home visit services?
Yes. Vendors can specify whether they offer in-studio, at-home, or both service types. Filter by service type when browsing to find vendors who come to you.
Still Have Questions?
Can't find the answer you're looking for? Our support team is here to help with any questions about shopping, selling, deliveries, or your account.
Email Support
loopingbinary@gmail.com
Live Chat
Available 24/7