Help centre

Open the app, choose a store and tap + on what you want. Then tap the cart.

At checkout choose delivery, collect or (at some restaurants) your table, pick how to pay and tap Place order.

You can follow every step under My orders.

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Yes, at stores with the Order ahead and collect badge. Choose Collect at checkout: there is no delivery fee.

We tell you when it is ready. Show your collection PIN at the counter.

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At checkout you choose what the store should do:

• Replace it with something similar
• Refund it to your uOrder Wallet
• Call you first

You get a message if anything changes, and the bill is corrected.

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Open My orders and tap Order again on a past order. Your items go straight into the cart.

For a regular shop, fill the cart and tap Save as a basket at checkout, for example "Monthly groceries". Find it under My orders › Saved baskets.

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The store is closed right now. Its opening hours are set in the app, so it opens by itself at that time. You can browse the menu, and schedule an order for later where the store allows it.

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Open the order and tap Cancel order while the store has not started on it. Anything you paid (wallet or online) goes back to your uOrder Wallet straight away.

Once the store is preparing it, contact us and we will help.

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Depending on the store and your town:

• Cash on delivery, or at the counter for collect orders
• Card on delivery (the rider has a card machine)
• Your uOrder Wallet
• Pay now online: card or instant EFT

Some orders must be paid first, for example pharmacy orders. The checkout tells you when.

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Your uOrder wallet holds money for orders. Load it with a top-up code from our team, top up online by card or EFT, or receive money from family.

You can pay part of an order from the wallet and the rest in cash or online. Refunds also land in your wallet.

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Open Profile › Wallet › Change wallet PIN › Forgot your PIN?. We email you a 4-digit code. Type it, then choose a new PIN.

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Straight away, into your uOrder Wallet, when:

• the store cannot do your order
• you cancel before the store starts
• an item is out of stock and you chose a refund
• an online payment arrives after the order was cancelled

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Open the order to see each step and the rider on the map once they collect it. Turn on notifications to get "Your order is on the way" even with the app closed.

Tap Share live tracking to send a link to family. It works without the app.

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Every order has a 4-digit PIN. Give it to the rider when you receive your order. It proves the right person got it. Never share it before the rider is with you.

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Many homes have no street name, so:

• Drop the map pin on your gate when you save an address
• Add a landmark and a short description
• Add a photo of your gate under Profile › Saved addresses. The rider sees it on the job.

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A base fee plus a price per kilometre from the store to your pin. The exact fee shows at checkout before you pay. Collect and table orders have no delivery fee.

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Tap Parcel on the home screen. Choose Collect my parcel (from a courier or depot) or Send a parcel to someone. Add the addresses, choose the size and request a rider.

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Yes. Choose Documents (envelope) as the size. Documents are handed only to the person you name, with the handover code. Tick Check the recipient’s ID for important papers.

Put documents in a closed envelope.

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On the sign-in screen tap Forgot password? and enter your email or phone. We send a 4-digit code. Type it and choose a new password with at least 8 characters and 1 special character.

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Customers with a complete profile get a blue tick: full name, confirmed email and phone, date of birth, a profile picture and a saved address. Stores trust these orders more.

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Stores and riders rate each order: were you home, easy to find, friendly? You see your rating under Profile. Be ready with your phone on and your PIN to keep it high.

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Open Profile › Security › Delete my account. Type your password, or if you sign in with Google, we email you a code. Your wallet balance is lost, so use it first.

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