FAQ
1- GENERAL QUESTIONS
Do I need to show any document before collecting my package if it is prepaid?
Yes. Please show your ID to the delivery associate / pick up station. It can be your National ID Card, Driver’ License or your Passport.
Can someone collect my prepaid package on my behalf?
Yes. Please ensure your representative has the tracking/delivery/invoice number and a signed copy of your ID.
My package is Pay on Delivery. Can someone pick it up on my behalf?
Yes. Please ensure your representative has your tracking/delivery/invoice number and a signed copy of your ID.
Can I still return a prepaid item?
Yes. We will refund you less delivery fee in reference to our return policy. To find out more about our return and refund policy, please click here.
How do I cancel my order?
You can cancel your order by contacting our Customer Service. infoezmola@gmail.com / +237 671 54 49 68
Can I open my package before making a payment or reject/return my item to the delivery associate at the point of delivery?
Payment must be made before packages are opened. Not to worry, you can always return this item within the returns timeline.
How do I pay on EZMOLA MARKETPLACE?
You can choose from the different payment methods available on EZMOLA MARKETPLACE. Please find below the list of available payment methods:
Pay on Delivery (POD)
Payment Through WhatsApp
Coupons
Orange Money
MTN Mobile Money
Local Bank Card
You can find the payment methods during the final step of checkout in detail. Do not hesitate to contact our Customer Service for more information.
Will I receive all the items in my order at once?
You may receive items in your order separately because they are sold by different types sellers and are shipped at different times.
Do I need an account to shop on EZMOLA MARKETPLACE?
Yes. Simply register within 1 minute
How do I place an order?
Shopping on EZMOLA MARKETPLACE is easy! Once you have found the product you want to buy, just follow the steps below:
Click on ‘Add to Cart’ to add this product to your cart
Click on “PROCEED TO CHECKOUT” in the pop up or “CONTINUE SHOPPING” to return to shopping or “EDIT CART”.
Enter your email where confirmation email, receipt & tracking number will be sent to or login into your existing account by entering your Email and password
Enter your shipping and/or billing information, ensuring your address is complete and accurate
Choose your preferred payment option
Click on ‘Confirm order’ to complete your order
Once your order is placed, we will either automatically confirm it by notifying you via Email, or we will call you for confirmation in case we need more details.
How can I return my product?
Call our customer service
Are there any hidden costs or charges if I order from EZMOLA MARKETPLACE?
There are no hidden costs or charges when you order from EZMOLA MARKETPLACE. All costs are 100% visible at the end of the checkout process. There may be varying shipping cost depending on volume, weight and destination.
How can I track my order?
We will send you regular updates about the status of your order via emails and/or SMS.
What do I do if my item develops a problem after I receive my order?
Most of EZMOLA products come with product warranty within a given period. Contact our customer service to understand what applies to your product.
How can I check reviews/ratings of a product before buying?
It is advised that you check what other customers have said about a product before you buy. Look at the bottom of the product description to see what other buyers/users say about the product.
How can I find the right product on EZMOLA MARKETPLACE?
If you know what you are looking for, just type the name of the product or brand in our search bar at the top of the page and click Search. You can also click on a category name from the Department menu on the left side of the website. This shows all the products we have within that category.
Are the prices on EZMOLA MARKETPLACE negotiable?
Prices on EZMOLA MARKETPLACE are not negotiable.
Why do I see different prices for the same product?
Some of our products are offered by different sellers. This allows you to choose your preferred offer.
How do I know if a product comes with free installation?
This will be clearly mentioned in the details of the product. Be sure to check the product description of products to get more details about installation. In case of doubt, do not hesitate to contact us here.
How do I know if a product comes with warranty?
EZMOLA Premium provides you with the opportunity to return your product. Contact us here for details.
How can I claim warranty for my product?
Call Customer service immediately.
I ordered a product with warranty, but I did not get a warranty card with my product. How can I get warranty?
Please contact us here so we can help you to resolve the issue or print one here.
2- ORDERS
How do I place an order?
Shopping on EZMOLA MARKETPLACE is easy! Once you have found the product you want to buy, just follow the steps below:
Click on ‘Add to Cart’ to add this product to your cart
Click on “PROCEED TO CHECKOUT” in the pop up or “CONTINUE SHOPPING” to return to shopping or “EDIT CART”.
Enter your email where confirmation email, receipt & tracking number will be sent to or login into your existing account by entering your Email and password
Enter your shipping and/or billing information, ensuring your address is complete and accurate
Choose your preferred payment option
Click on ‘Confirm order’ to complete your order
Once your order is placed, we will either automatically confirm it by notifying you via Email, or we will call you for confirmation in case we need more details.
Need help placing an order?
Call our Customer Order Service – (Tel # 671 54 49 68)
Operating Hours: Mon-Fri, 8am-6pm; Saturday, 9am-4pm
How do I know my order has been confirmed?
We’ll send you an email and/or a text message once your order has been confirmed.
My payment was processed successfully but I didn’t get any order confirmation. What should I do?
Please contact us here so we can help you to resolve the issue.
How quickly can I get my order?
We do our best to get your orders delivered by the date and method of shipment you requested. You can find more information about our delivery timelines here.
How do I cancel my order?
You can cancel your order by contacting our Customer Service here
My order is delayed, what should I do?
If for some exceptional circumstances we are late, we will inform you proactively. In case of doubt any question do not hesitate to contact us here. We do our best to deliver on time. You can also follow your order’s progress by entering the order tracking number here.
Why am I having trouble placing products in the cart?
This may mean that the item you are trying to buy is sold out. Contact us here.
I haven’t received the invoice for my order. What do I do?
A hard copy of the invoice will always be sent along with your order. If you have not received an invoice, Contact us hereand we will send it to you.
3-PAYMENT
You can choose from the different payment methods available on EZMOLA MARKETPLACE. Please find below the list of available payment methods:
Pay on Delivery (POD)
Payment Through WhatsApp
Coupons
Orange Money
MTN Mobile Money
Local Bank Card
You can find the payment methods during the final step of checkout in detail. Do not hesitate to contact our Customer Service for more information.
What is Pay on Delivery (PoD)?
PoD stands for Pay on Delivery. With PoD, you can pay via EZMOLA Mobile Money, MTN, Orange Mobile Money, cash or with a valid bank card to the delivery agent upon receipt of your order.
Note:
Some products, regions or pickup stations may not be available for PoD. Please find a list of locations where Pay on Delivery is not available here:
How do I pay with my Debit Card?
You can pay with your debit card when you checkout on EZMOLA MARKETPLACE Pay or Pay on Delivery. Please note that EZMOLA MARKETPLACE provides the utmost security on your payments. Click here to find out more
How do I use a gift card?
It’s simple! When you get to the payment stage at checkout, simply enter the gift card code in the voucher box and click apply. Click here for more details
How can I pay for my order on EZMOLA MARKETPLACE app or the EZMOLA MARKETPLACE mobile website?
The EZMOLA MARKETPLACE mobile app and mobile website offer all the payment options that the EZMOLA MARKETPLACE full website version offers. You can pay with confidence, using your preferred payment option.
Are there any hidden charges like sales tax when I make a purchase on EZMOLA MARKETPLACE?
There are no hidden charges when you make a purchase on EZMOLA MARKETPLACE. The order amount is inclusive of all taxes and shipping fees. In case your order is delivered partially you will be required to pay only for the item that has been delivered to you. The order amount will be mentioned on the parcel and the invoice. Please note that we will never ask you to pay extra cash for the delivery.
Can someone from outside Cameroon shop on EZMOLA MARKETPLACE?
Yes. People outside Cameroon can shop on EZMOLA MARKETPLACE and effect payment by credit card, debit card or EZMOLA MOBILE MONEY. However, delivery is only within Cameroon. We are currently working with administration to deliver overseas.
What steps does EZMOLA MARKETPLACE take to prevent card fraud?
Fraud detection and prevention are very important to us. We take all steps to ensure that transactions are genuine and that our customer’s details are completely secure. Online payments are monitored continuously for suspicious activity and some transactions are verified manually if we feel that it is not authorized by the owner of the card. We incorporate 2 step authentication.
What is two-step authentication?
We may use this to double check the buyer is legitimately using the site correctly and to prevent fraud.
Why was my Credit/Debit Card declined?
If you experience trouble completing payment through debit/credit card, first thing to do is to make sure that your card is activated for online payments and that you have enough funds/limit to complete the transaction. Your bank can help you verify these details.
Some cards issued outside Cameroon are also not supported on EZMOLA MARKETPLACE and may be declined. Remember that you can complete your order through Pay on Delivery with EZMOLA Mobile Money which enables you to pay at your doorstep or through other available mode(s) of payment (except for some very specific regions and pickup stations).
Can I use two methods of payment when ordering online?
Sorry, we only accept one payment method per order.
Does EZMOLA MARKETPLACE offer payment in installments?
Sorry, we don’t offer payment in installments at this moment.
Which currencies does EZMOLA MARKETPLACE accept?
We only accept FCFA.
My order value is more than the Gift Card amount, what do I do now?
If your Gift Card value is less than the order amount, you will be asked to select an additional payment method to complete the payment.
What is my card number, expiration date, and CVV?
When paying with Debit / Credit card on EZMOLA MARKETPLACE, we will ask you for your 16-digit Card number and expiry date and CVV (Card Verification Value). Please note that EZMOLA MARKETPLACE doesn’t save your card information (unless you specify) or CVV information and you will be asked to enter it each time you purchase on EZMOLA MARKETPLACE.
PAY ON DELIVERY
Why can’t I see the option for Pay on Delivery at checkout?
It could be that:
Your delivery option (Location or Pickup Station) is not eligible for Pay on Delivery.
Pay on Delivery is currently disabled on your account.
Why is the Pay on Delivery disabled on my account?
Our system has flagged your account as being associated with an unusual number of cancelled / rejected orders and for this reason, the Pay on Delivery option is currently disabled on your account.
How can I activate the Pay on Delivery option on my account?
Pay on delivery will be activated on your account when we are able to successfully deliver your next two orders.
4-LOGISTICS – RETURNS & REFUNDS
What products can I return?
Click here to see the categories of products that can be returned.
What are the conditions for my return?
-If the product is not as you expected/not as advertised; or
-If you do not want the product anymore. Then the product must be returned unused, in its original packaging and with all seals & tags intact
-If the product is damaged at arrival, defective at arrival or counterfeit; or
-If your fashion product is the wrong size. Then the product must be returned in its original packaging. All accessories, tags and free gifts must also be returned.
How can I return my product?
Contact our customer service for returns
How long do I have to initiate my return?
You can initiate your return within 5 days.
When can I get a refund?
You can request a refund if:
You cancelled a prepaid order
You rejected a prepaid order
You returned an order within EZMOLA MARKETPLACE’s 5 or 10-day return policy
How will I get my refund?
To process your refund, you have the option to request a refund via EZMOLA MARKETPLACE Refund Voucher, EZMOLA MOBILE MONEY or Bank Transfer.
How long would it take to get my refund?
Once your item has been retrieved, expect an overall duration of 10 days to receive your refund, provided the return is matching the returns conditions.
How can I track my return?
If you requested a pickup, we will send you a tracking number by SMS after the pickup has been arranged. You can then follow your return by entering the tracking number here. Please don’t hesitate to contact us here, if any issues.
I received something I didn’t order. What now?
We apologize for this error. When possible, please verify the item delivered by our delivery agent and reject if it doesn’t match what you ordered. If you were unable to check the item on delivery, not you worry, you can return it within 5 or 10 days (see information about the return policy).
Do I also get refunded the delivery fees when returning a product?
The refunded amount will NOT include the Delivery fees amount you were charged.
Do I have to pay for shipping charges when I return a product?
Yes. There are no charges for shipping a product back to EZMOLA MARKETPLACE.
Do I have to return all products in my order?
No. You do not have to return your whole order. You can return certain product(s).
What if my returned item is not cleared for refund?
If your return is not cleared for refund, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
Please note that we will make 2 attempts to return the product to you. However, after this, we will cancel the return procedure and will keep the product with us for a maximum of 60 days.
Can I return my items after the timeline to return has expired?
Sorry, returns are not possible after the 5- or 10-days return period. You can reach our team for further questions at contact us here.
If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.
I have not received my card refund reversal yet. What do I do?
Please, rest assured that your card will be credited within 10 to 12 working days after the acceptance of your return. If this is not the case, do not hesitate to contact us here.
I have not received my refund amount in my bank account yet. What do I do?
Please, rest assured that your bank account will be credited within 10 to 12 working days after the acceptance of your return. If this is not the case, do not hesitate to contact us here.
Can I exchange my item rather than get a refund?
You will have to return your product within the 5 or 10 days after the delivery and place a new order when it becomes available again. Please do not hesitate to contact us here, we will offer the closest available substitute of the product to you.
What should I do if I want to exchange a product and it is either sold out or not available?
You will have to return your product, within the 5 or 10 days after the delivery, and place a new order when it becomes available again. Please do not hesitate to contact us here, we will offer the closest available substitute of the product to you.
I have requested for my product to be returned. What happens now?
We will arrange a pick-up at your convenience within 48 hours after you submit your return request.
Alternatively, you can drop-off the item at one of our drop off points. We will immediately initiate your refund once your package has passed our Quality Evaluation Check.
If I request for a replacement, when will I get it?
It will take between 5 and 15 days to send you the replacement depending on your product and location.
What happens when my returned product is received back at EZMOLA?
Once your product is received, we carry out the checks necessary to ensure that the returned item fulfills the required conditions. Once your item has been retrieved, expect an overall duration of 10 days to receive your refund, if the return is matching the returns conditions.
4-LOGISTICS – DELIVERY
How long does it take to receive my product?
Delivery timelines vary depending on: Seller type, your city and your selected product. it can take up to 1-4 days in Cameroon
Can the delivery lead-time in a region vary across its different cities?
Yes, it can. Deliveries to outskirts or outer parts of a region have longer timelines. The following locations are categorized as ‘Other Cities’ and as such, have longer delivery timelines. All locations outside of Douala and Yaounde.
How can I track my order?
We will send you regular updates about the status of your order via emails and SMS.
Can I change my shipping address after I have placed my order?
You can request for your order to be delivered to a different address within the same region or city, before your order is shipped. Please contact us here.
If you want to change the shipping address to a different region or city, we will have to cancel and repurchase your original order.
I found the package open and the product seal broken on delivery. What should I do?
You should always refuse to accept any open package, as we will not accept returns of electronics products unsealed (unless for defective reason). If you do accept such a package by mistake or find out it has been tampered with, please contact us here.
I missed my delivery. What happens now?
We will attempt to deliver your order again the next working day. We will try to deliver a total of 3 times before cancelling your order.
Will somebody contact me before delivering the package to my location?
Yes, our delivery person will contact you to confirm your availability and exact location.
What are delivery charges?
Delivery charges are the costs undertaken by EZMOLA SA and our logistics partners to bring your ordered item(s) to your doorstep.
I ordered multiple items, but I have received only one item so far. What’s going on?
Items sourced from different sellers are shipped separately to make sure that there is no delay in fulfilment of your order. Be rest assured that you will get all your items within the delivery period stated on the product pages of those items.
Can my parcel be delivered to an office address?
Yes! Your parcel can be delivered to any address convenient for you. Just enter your preferred address as your ‘shipping address’ during checkout.
Does EZMOLA MARKETPLACE deliver outside Douala & Yaoundé?
EZMOLA MARKETPLACE delivers across Cameroon through its own logistics & external logistics partners.
Do you accept Payment on delivery for my location?
We accept Pay on Delivery in all cities across Cameroon, except for the locations mentioned here.
Can I pick up my item instead of having it delivered?
Yes, this option can be chosen at the checkout step. You will be notified when your items arrive at the pickup station you chose, so you can come for pick up.
Please be informed that once available at this pickup station you will have 7 days maximum to pick up your item. After 7 days the item would be sent back to the Seller and your order, cancelled.
My package is prepaid. Do I need to show any document when collecting it?
Yes, you will be required to show your ID card to the delivery associate or agent at the pickup station. Acceptable ID cards are: National ID, Driver’s license, work ID or passport.
Can someone collect my prepaid package on my behalf?
Yes. Please ensure your representative has the tracking number and a signed copy of your ID.
My package is Pay on Delivery. Can someone pick it up on my behalf?
Yes, please ensure your representative has your tracking number.
Does EZMOLA MARKETPLACE deliver internationally?
Currently, we do not provide international delivery yet. We are currently working to deliver internationally.
My parcel has been reported missing. What now?
No need to worry. We will help you replace your order at no extra cost.
I have a complaint about the delivery rider who came to deliver my order. What should I do?
Apologies for the inconvenience caused, please contact us here so we can make things right.
5-ACCOUNT LOGIN
How can I sign-up as a customer on EZMOLA MARKETPLACE?
Start by clicking ‘My Account’ on the top right corner next to the search bar.
You will then be asked to provide some basic information.
When you have provided the required information, click submit to finish the sign-up process.
We will send you an email to welcome you to EZMOLA MARKETPLACE.
I have forgotten the password to my EZMOLA MARKETPLACE account. How do I access it?
Click My Account and then Login in the top right side of your screen.
Enter your registered email address and click Proceed.
Now click the Forgot your Password button to get an email on your registered account with instructions on how to set a new
How can I add a new delivery address to my account?
To add an additional delivery address to your account:
Click My Account in the top right corner of your screen (if you are logged in you would see your name there).
Now click Address Book in the left side of the screen.
Click on Add a New Address, enter the details of the new address and click on Save this Address.
Can I add multiple email addresses to login to my account?
To make sure that your account is always secure, multiple email addresses cannot be added. However, you can replace your current email address with a new one anytime from ‘My Account’.
Why do I need to provide my email address to sign up?
Your email address helps us provide timely information to you about your order. It also acts as your username and helps you login.
How can I change the password of my account?
Click My Account in the top right corner of your screen (if you are logged in you would see your name there).
In the contact details box, click change Password
Enter the required information and click ‘Submit’
How can I deactivate my account?
Why not just let it be and come back to us whenever you want? However, if you still want to deactivate your account please contact us here.
Would my account be deactivated if I don’t use it for a long time?
We miss you when you don’t visit us enough, but we never deactivate your account unless you requested it, or for exceptional cases of customers with very high repeated order rejection rate.
6-SALES CAMPAIGNS
When can I start shopping?
Special event prices become active at the time mentioned with the campaign’s details. Check our website.
Can I buy as many items as I want during special events like: EZMOLA MARKETPLACE Anniversary etc.?
Usually there’s no restriction on the quantity of an item you can buy but during special events like Purple Day, Women’s Day, Father’s day, Officer’s Day, EZMOLA MARKETPLACE Anniversary etc., we might put a restriction on some in-demand items so that everybody gets a chance to enjoy our amazing deals.
Will the products I ordered be delivered within the regular timeline during special events?
EZMOLA MARKETPLACE ensures that all items ordered during special events are delivered within the delivery timeline as communicated on the product page. They may vary from the usual delivery timeline, so check the product page delivery timeline information at the moment of the order.
If I place an order during a special event like Purple Day, Father’s Day but only get it four days later, does the discounted price still apply?
If your order was placed while the special promotional prices were active that’s all you must pay.
SELL ON EZMOLA MARKETPLACE
Why should I sell on EZMOLA MARKETPLACE?
EZMOLA MARKETPLACE is Cameroon’s largest E-commerce mall. With more than xxxxxxxx visits every month, it gives you access to sell and deliver goods to cities and towns all over Cameroon. Click here to find out more.
How do I register myself as a seller on EZMOLA MARKETPLACE?
If you sell new and genuine products, you can register yourself immediately by visiting www.ezmola.com and filling out a brief form. Within 3 business days, someone from our team will get in touch with you to guide you through the rest of the process.
Who can sell on EZMOLA MARKETPLACE?
If you sell new and genuine products, you can sell on EZMOLA MARKETPLACE. Click here to find out more.
What are the charges for selling on EZMOLA MARKETPLACE?
Listing products on EZMOLA MARKETPLACE Standard is absolutely free! EZMOLA MARKETPLACE does not charge you anything for listing your products as a standard seller online. You only pay a small commission for what you sell. There is a fee for EZMOLA PREMIUM as it comes with additional services offered to the seller. You can get to know the commission charged for your product category by contacting us on infoezmola@gmail.com
PRIVACY & SECURITY
How do I report a listing infringement?
If you think that your Intellectual Property Right has been infringed by any of our sellers, you can send us an email to contact us here.
If I have found a security Bug/Vulnerability/Issue what should I do?
We take security very seriously at EZMOLA MARKETPLACE. If you’re a tech guru & you have found an issue which has a real-world impact, you can report it to contact us here with these details:
Steps to reproduce the bug/issue.
Your web browser/mobile browser’s name or app and version.