Help centre

Xpress brings three services together in a single app: a marketplace to buy from shops near you, a delivery and courier service to have your parcels carried, and travel ticket booking.

You can browse the catalogue without an account. An account is only required when you order — we need to be able to reach you and deliver to you.

• Download the app, or use the website.
• Choose your city: it determines the catalogue, the delivery fees and the payment methods available.
• Create your account with your phone number or email address.

• Add items to your cart. If a product has variants — size, colour — choose them: the price depends on them.
• Open your cart and check the quantities.
• Enter your delivery address. A precise position on the map lets us calculate the exact fees.
• Choose a payment method, then confirm.
• You can also share your cart: a link or an 8-character code lets someone else open it and pay for it.

An order covers a single shop. A cart containing items from several shops is split into as many orders, each with its own delivery — that way every seller can prepare theirs without waiting for the others.

The methods available depend on your city: mobile money (Orange Money, MTN Mobile Money), card, and in some cases cash paid to the courier.

• Payment takes place on the payment provider’s secure page. Your banking details never pass through our servers.
• If you close the page by mistake, a “Reopen payment page” button remains available until the order is paid.
• An order is only confirmed once the provider has validated the payment — never just because you returned to the app.

For a shop order, payment always comes before delivery. Paying the courier in cash only applies to errands — parcel delivery and courier hire.

From My orders, open the order and tap Track. As soon as a courier accepts, a map shows their route and position, along with the estimated time until they reach you.

• You can share the tracking: the link works without an account, for whoever receives the parcel on your behalf.
• Tracking stops at delivery — the shared link then no longer shows the courier’s position.

• Stay reachable on the number you provided: the courier calls when they arrive.
• Check the parcel in front of the courier before confirming. Once the handover is confirmed, a complaint becomes harder to investigate.
• Only give the pickup code at the moment of handover, and to no one else.
• If you pay in cash, pay the amount shown in the app — no other amount.

The pickup code certifies the handover. Do not give it out in advance or by message: it counts as your signature.

Report it from the order concerned rather than in a separate message: the case is opened with the reference, the seller and the courier, so nothing has to be asked twice.

• Parcel not received — we investigate with the seller and the courier, and keep you informed until it is resolved.
• Damaged or incomplete parcel — report it within 48 hours, with photos. They are decisive: without them, liability is very hard to establish.
• Item not as described — explain how it differs from the product page.
• Unusual delay — we contact the courier and give you an updated position.

Amounts charged for a service that was not provided are refunded to the original payment method.

Returns are not possible for every item. The product page states the applicable policy, and that policy prevails.

As a rule, the following cannot be returned:

• perishable products — food, flowers;
• personalised or made-to-order items;
• digital content already downloaded or viewed;
• travel tickets and bookings, which are subject to the agency’s terms;
• unsealed hygiene items.

When a return is accepted, the item must be complete and in its original condition. The refund is issued after receipt and inspection.

Xpress sometimes sells its own products, alongside those of independent shops. In that case the return policy is Xpress’s; for other products, it is the seller’s. The product page always shows who is selling.

Delivery is not only for purchases: you can have your own parcels, documents or shopping carried from one place to another.

• Enter the pickup point and the delivery point.
• Describe the parcel — weight, contents, fragility.
• Choose the urgency: it changes the price and how quickly a courier is assigned.
• Pay online or in cash to the courier, depending on what is enabled in your city.

Courier hire puts a courier at your disposal, by the hour or by the day. It is a different commitment from a delivery: you book time, not a trip.

• The price depends on the time booked, not the distance travelled.
• Minimum and maximum durations depend on your city.
• The service is not available everywhere — if you do not see it, it has not opened in your area yet.

You can book an errand today for later — up to 30 days in advance, and at least 15 minutes before the time you want.

• Choose the day, the service, the pickup time and the payment method.
• Nothing is charged when you schedule.
• Five minutes before the scheduled time, you receive a reminder and must confirm: that confirmation starts the search for a courier.
• Without confirmation within 20 minutes of the scheduled time, the booking expires.

Your scheduled errands are in My errands, under the “Scheduled” tab, where you can view and cancel them.

• Choose the date, the departure, then your seat if the agency offers a seat map.
• Enter the passenger’s details exactly as they appear on their ID.
• Pay: the ticket is issued once the payment is confirmed.
• Find it in My tickets, with the code to show at boarding.

A booking awaiting validation remains visible in “My tickets”. Cancellation and change conditions are set by the agency.

The assistant answers in everyday language and can search the catalogue, explain an order or guide you around the app.

• Write your question as you would to a person: “find me sports shoes under 30,000”.
• You can attach a photo — to find a similar item, or to show a problem with a parcel.
• It knows your current orders and can tell you their status.

The assistant does not replace customer service for a complaint: a dispute, a refund or a lost parcel requires a tracked case, opened from the order concerned.

• Complete your profile: name, city and date of birth are required to deliver to you and to comply with regulations.
• You can add a phone number to an account created by email, and vice versa.
• Your saved addresses speed up your next orders.

To access, correct, export or erase your data, write to contact@xpress-africa.com. Details are in the privacy policy.

• From your profile, open Referrals: you will find your code, your link and a QR code to scan.
• The person you refer enters the code when signing up, or simply follows your link.
• An account can only have one referrer, declared within 30 days of signing up.

• From your profile, choose Become a seller and complete the application.
• An identity check is required before your shop goes live.
• You then manage your products, orders and earnings from the seller area.
• Withdrawals of your earnings are requested from Finances.