What buyers and sellers ask us.

A checkout for sellers who sell on WhatsApp, Instagram and TikTok in Lagos. The buyer pays through our checkout, and the seller is paid after delivery. STBRNATIVS is run by STBRN Studios, a business name registered in Nigeria (BN 9915652).

Not to buy. You pay in your browser and prove your phone number with a 6-digit code by SMS. No password.

That is why we exist. You pay through our checkout, not to the seller. The seller is paid only after the parcel reaches you, and if it does not come or is not what the listing showed, our team checks and you can get all your money back.

Nigerian mobile numbers, and UK mobile numbers. We text a code to the number to prove it is yours.

Each shop has its own basket and its own checkout, so you pay each shop on its own. One basket can have up to 20 different items, and up to 10 of each.

By bank transfer, card or USSD, on a secure payment page. We never see your card or bank details.

A small fee that pays for checking your order and paying the seller only after delivery. It is 3% of the items plus ₦150, at least ₦250 and at most ₦1,500: ₦1,050 on a ₦30,000 item. You see it before you pay. If the seller pays it for you, your order shows it as "Included".

The seller sets it: one price for the Lagos Mainland and one for the Island (Lekki, VI, Ikoyi, Ajah). You choose your side at checkout and see the total before you pay. Collecting in person is free, and some shops deliver free from a certain amount.

Yes: ₦2,000 of items, after any discount.

When a buyer taps Pay, the item is set aside for them for 10 minutes. If they do not finish, it comes back on sale. If two people pay for the last one in the same minute, the one who missed out gets a full refund.

Yes. Open your order page and tap "Did not pay? Try again". You do not need a new code.

A shop can put an item on sale (you see the old price crossed out), give you a code to type at checkout ("Have a code?"), or send you a deal link with an agreed price for some items. A deal link works for one order and ends at the time shown. A code cannot be used on a deal link.

In Lagos only for now. The seller sends with their own rider or a courier, and some shops let you collect in person.

The seller chooses after packing. With the seller's own rider, you get a 4-digit delivery code by SMS and on your order page. With a courier, you get a text with a link to follow it. If you chose to collect, you get a text when it is ready, and the place is on your order page.

It proves the parcel reached you. Give it to the rider (or to the seller, when you collect) only when the parcel is in your hands. Never give it before.

Everything is on your order page: where your order is, the delivery code, and a button to message the seller on WhatsApp. We also text you when it is paid, when it is on the way and when it is delivered. Save the link: it is the key to your order.

Open "Find my order" (go.stbrnativ.com/orders) and enter your phone number. We text you a code, then you see your recent orders.

It depends on the seller. Once a shop has sent a few orders, its page shows how fast it usually sends. You can message the seller from your order page.

After delivery: when the buyer taps "All good", or 24 hours after delivery if the buyer reports no problem.

It tells us you have your order and are happy with it, and the seller is paid straight away. Tap it only when the parcel is in your hands and you have checked it: after that you cannot report a problem on the order page.

On a courier order, it tells us the parcel reached you. Like "All good", it pays the seller, so tap it only when you have checked your parcel.

Yes, once your order is delivered: 1 to 5 stars and a few words, from your order page. It shows on the shop with your first name. The seller can reply.

Yes, on your order page, until the parcel leaves the seller (until the seller gives it to a rider, books a courier, or tells you it is ready to collect). You get everything back: the items, the delivery fee and Buyer Protection.

Tap "Something is wrong" on your order page. You can do it while the parcel is on the way, and up to 24 hours after delivery. Say what happened and add up to 3 photos. The seller is not paid while our team checks. If our team agrees, you get all your money back, the fees too.

Your report starts a conversation on your order page. The seller sees your words and photos and can add their side; you can add more too. Our team can ask either of you a question, and answers within 24 hours. Then our team decides: a full refund to you, or the money goes to the seller. If the parcel has not arrived yet, the team can also close the report so the order goes on.

When the parcel never arrived, you got the wrong item, the item is clearly not as the listing described it, or it is damaged or has a defect the listing did not show. Not when the listing showed the defect, or when you changed your mind after the parcel left the seller.

No, your refund does not wait for it. If the seller wants the item back, they can send a rider to collect it, at their own cost. Hand it over when the rider comes.

A refund is always the full amount you paid: the items, the delivery fee and Buyer Protection. There are no part refunds.

We send it back to the way you paid. It can take a few days, and sometimes up to 10 working days.

The seller can cancel it before it leaves. Then your full refund starts at once, and we text you. If your order has not left for a long time, tap "Talk to our team" on your order page.

After 24 hours with no report, the seller is paid and you can no longer report on the order page. You can still write to us at hello@stbrnativ.com with your order number (for example KT-0142, on your order page).

Your name, phone number, delivery address and your note, so they can deliver. A rider sees the same only while the parcel is on the way, and a courier gets them through Shipbubble.

An assistant that answers from the listing, your order and our rules. It cannot see your phone number, address or delivery code. For anything else it sends you to the seller on WhatsApp, or to a person from our team.

On your order page, tap "Talk to our team": a person answers there. Or write to us at hello@stbrnativ.com.

Write to us at hello@stbrnativ.com. Our team approves each shop and sets it up with you. Joining is free.

A phone number, your shop name, your area of Lagos, your delivery prices and a Nigerian bank account for your payouts. You sign in with a code by SMS: no password.

No. There is no sign-up fee. You pay a small service fee only on the orders you sell.

Both. Run your shop from the STBRNATIVS app on your phone, or from app.stbrnativ.com in a browser. Order alerts on your phone come with the app.

Items you own that are legal to sell in Nigeria. Make an honest listing that shows the true condition and every defect. Do not sell weapons, drugs, medicines, alcoholic drinks or tobacco, fakes of a brand, stolen goods, adult items and live animals. Our team can pause a shop that breaks these rules.

3% of the items plus ₦150 on each order you sell, at least ₦250 and at most ₦1,500: ₦1,050 on a ₦30,000 item. It comes out of your payout, so there is nothing to pay before you sell. It is worked out after any discount, and never on the delivery fee.

Yes. In Settings, choose who pays Buyer Protection. If you pay it, your buyers see your price only ("Included"), and the fee comes out of your payout too. A change applies to new orders.

If you book a courier in the app, the courier's price plus a ₦200 booking fee comes out of that order's payout. You see the price before you book.

When the buyer taps "All good" or "I have my parcel", or 24 hours after delivery if the buyer reports no problem. The payout goes out within minutes of that.

The items (after any discount) and the delivery fee, less the service fee, Buyer Protection if you pay it for your buyers, and a courier you booked. The app shows what you get on each order.

In the app or on the web, pick your bank and type your 10-digit account number. We show the account name your bank has, and you confirm it. We pay by bank transfer.

For your safety, payouts to a new account start 24 hours after the change, and we text you about it. If you did not make the change, tell our team at once: open Help and tap "Talk to our team".

We try again automatically, every hour. The app shows the money as "Delayed" until it reaches your bank, and our team steps in if it keeps failing.

Yes. The monthly statement lists each order with its amounts, fees and where the money is. You can download it as a file.

Your shop gets its own address, made from its name: for example kelly-thrifts.stbrnativ.com. Each item has its own link too. Share them on WhatsApp, Instagram or TikTok. Buyers see your shop once our team has approved it.

Add up to 8 photos. Our assistant can read them and fill in the title, description, category, condition and visible defects for you; check them and set your price. Then publish and share.

Yes. Give an item up to 20 sizes or colours, each with its own stock. We tell you when an item or a size is down to its last one, and when it sells out.

Four ways: a sale price on an item, a deal link with an agreed price for one buyer (it works for one order and ends when you choose, up to 7 days), a shop code buyers type at checkout (a percentage or an amount off), or free delivery from an amount. The discount comes out of your price, and the fees are worked out on the price after it.

Turn on away mode and pick the day you come back (up to 60 days). Buyers can still look at your shop but cannot pay until then. Orders already paid go on as normal.

Yes, one public reply per review. It shows on your shop, on the item and on the buyer's order page. You can change or remove it later.

Answer questions about your own shop: your sales, orders, items and reviews. It sees your buyers' first names only, never their phone numbers or addresses.

Pack it and take a photo of the packed parcel: the photo helps if the buyer reports a problem. Then send it with your own rider, book a courier, or tell the buyer it is ready to collect.

Tap Send to get a rider link. The rider sees the buyer's details there while the parcel is on the way. The buyer gets a 4-digit code by SMS; the rider types it when the parcel is in the buyer's hands. If the code does not work, you confirm the delivery with a photo of the handover.

After packing, pick the parcel size and choose a courier from the prices shown (through Shipbubble). The courier collects from you. Delivery counts when the courier marks it delivered, or when the buyer taps "I have my parcel".

Yes, if you write where buyers can collect. They pay no delivery fee. When it is packed, tap "Ready to collect" and the buyer gets a code by SMS. At the handover, type the buyer's code in the app.

In your shop settings: one price for the Lagos Mainland and, if it is different, one for the Island. The buyer pays it at checkout.

Tap "I cannot send this order" before it leaves. The order is cancelled and the buyer gets a full refund at once. The item does not go back on sale by itself: add the stock again if you still have it. Cancelling costs nothing, but our team can pause a shop that cancels often.

We text you, and you are not paid for that order while our team checks. You see the buyer's words and photos in the app and can add your side, with words and photos. Our team can ask you a question and answers within 24 hours.

A person from our team, after looking at your listing, your packing photo, the buyer's photos and what you both wrote. The result is a full refund to the buyer, or the money goes to you. If the parcel has not arrived yet, the team can also close the report so the order goes on.

If the refund is because of your fault and you booked a courier, the courier cost is yours: we take it from your next payouts. If you want the item back, you can send a rider to collect it from the buyer, at your own cost.

Open Help: in the app it is in Settings, and on the web it is in the menu. Our assistant answers questions about how selling works. When you need a person, tap "Talk to our team": we answer you there, and you get an alert. You can also write to us at hello@stbrnativ.com.