Question 1

How do I track my order?

Accepted Answer

Open My Orders and tap the order you want to follow to see its live status and delivery updates.

Question 2

What do the order statuses mean?

Accepted Answer

Order status guide
Your order moves through the following stages from the moment you place it to delivery:
Placed — we received your order and payment.
Accepted — the seller confirmed they can fulfill it.
Preparing — the seller is packing your items.
Shipped — the courier has picked up your order.
Delivered — your order has arrived.
Cancelled — the order was cancelled and any payment was refunded.

Question 3

Can I cancel my order after placing it?

Accepted Answer

You can cancel an order while it is still Placed and waiting for the seller to accept it. Once the seller has accepted and started preparing it, cancellation is no longer available from your side — contact support instead.

Question 4

What happens if the seller doesn't respond to my order?

Accepted Answer

Sellers have a limited window to accept a new order. If that window passes with no response, your order is cancelled automatically and any payment you made is refunded.

Question 5

How do I request a return?

Accepted Answer

Open the order from My Orders, select the item you want to return, and choose a return reason. You'll be notified once the seller reviews your request.

Question 6

How long do refunds take, and where do they go?

Accepted Answer

Approved refunds are credited to your PAIRLO Wallet. Small refunds are settled automatically; larger ones may need a short admin review before the balance appears.

Question 7

Is VAT included in my refund?

Accepted Answer

Yes. VAT is part of the price you paid, so it is included proportionally in whatever you get refunded — you never need to calculate it separately.

Question 8

Are all items eligible for return?

Accepted Answer

Most items can be returned within the seller's stated return window. An item already past that window, or excluded by the seller's own return policy, cannot be returned.

Question 9

What payment methods are accepted?

Accepted Answer

PAIRLO accepts card payments, Apple Pay, Google Pay, Cash on Delivery, and payment from your PAIRLO Wallet balance.

Question 10

What is the PAIRLO Wallet?

Accepted Answer

The PAIRLO Wallet holds your refunds and any credit issued to you. You can use its balance toward future orders instead of, or alongside, another payment method.

Question 11

Will I be charged before my order is confirmed?

Accepted Answer

For card, Apple Pay, Google Pay, and wallet payments, the amount is charged when you place the order. For Cash on Delivery, nothing is charged until the courier hands you the order.

Question 12

Is Cash on Delivery available for every order?

Accepted Answer

Cash on Delivery is offered where the seller supports it. If it isn't available for an order, you'll only see other payment methods at checkout.

Question 13

How do I become a seller on PAIRLO?

Accepted Answer

Apply from the seller onboarding flow with your store details and required documents. Our team reviews every application before your store goes live.

Question 14

How do I get a verification badge on my store?

Accepted Answer

Verification badges are assigned by the PAIRLO team after a manual review — there's no self-service application for one. Meeting our seller requirements is what makes a store eligible for review.

Question 15

When and how do I get paid for my sales?

Accepted Answer

Your earnings accumulate in your seller wallet as orders are delivered, and payouts are released from that balance on the platform’s regular payout schedule.

Question 16

Who arranges shipping for my orders as a seller?

Accepted Answer

PAIRLO books shipping with our logistics partner on your behalf once an order is accepted — you prepare the package and hand it to the assigned courier.

Question 17

How do I sign in to PAIRLO?

Accepted Answer

Sign in with your phone number and password, or request a one-time code (OTP) sent to your phone. Social sign-in isn't offered at this time.

Question 18

I forgot my password — how do I reset it?

Accepted Answer

Choose Forgot Password on the sign-in screen and confirm the one-time code sent to your registered phone number to set a new password.

Question 19

How do I update my account information?

Accepted Answer

Go to your account settings to update details like your name, phone number, and addresses at any time.

Question 20

Is my payment information secure?

Accepted Answer

Card payments are processed by our payment provider — PAIRLO does not store your full card number on its own servers. Only your order and wallet history are visible to you in the app.

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