Complaints

Last updated: 14 August 2026.

If something has gone wrong, we would rather hear it than not.

WHO TO COMPLAIN TO FIRST

If you bought from Shop9ja Grocery, complain to us — we are the seller.

If you bought from a marketplace vendor, raise it with them first, through the order. They are the seller and are usually quickest to fix it. If they do not resolve it, bring it to us.

If it is about a delivery, a driver, a payment, or the platform itself, that is us regardless of who sold the item.

HOW TO COMPLAIN

In the app, go to Profile and then Contact Support. That opens a conversation attached to your account, which is the route we can track.

Or use the contact form on the website, or email info@shop9ja.co.uk. Please include your order number if it is about an order.

If your complaint is that you want money back, use Request a refund on the order instead — it goes to the same people and stays attached to the order.

WHAT HAPPENS NEXT

We aim to acknowledge a complaint within 5 working days, and to give you an answer within 14 days. If something is going to take longer, we will tell you why and when to expect a decision.

IF WE TURN YOUR COMPLAINT DOWN

We will tell you in writing, with our reason.

Shop9ja is not currently a member of an alternative dispute resolution scheme, and we do not propose to use one. That does not leave you without options:

You can get free, independent advice from the Citizens Advice consumer service on 0808 223 1133, or at citizensadvice.org.uk.

You can report a trader to Trading Standards through the same service.

If you paid by card, you can ask your bank about a chargeback. There are time limits, so do not leave it too long.

WHO WE ARE

Shop9ja Ltd, registered in England and Wales, company number 16218545.
Unit 5, Trafalgar Business Park, Broughton Lane, Manchester, M8 9TZ.
info@shop9ja.co.uk — 0161 563 0966.

If your complaint is about a marketplace vendor and you need their legal name and address, ask us and we will provide it.

COMPLAINTS ABOUT YOUR PERSONAL DATA

Those go through the route in our Privacy Notice, which explains how to reach us and how to complain to the Information Commissioner's Office.