FAQs

Account

Shopping on Torsaa is easy! Once you have found the product you want to buy, just follow the steps below:

  1. Click on ADD TO CART to add this product to your cart
  2. Click on Cart in the top right corner
  3. Click on PROCEED TO CHECKOUT


Register an account or Login into your existing account by entering your Email and password >> Enter your shipping/billing information, ensuring your address is complete and accurate >> Choose Delivery Method >> Door Delivery or Pickup Station >> Choose your preferred Payment Method >> Click on CONFIRM ORDER to complete your order.

Once your order is placed, we will either automatically confirm it, or we will call you for confirmation in case we need more details. (Please note that this confirmation is a mandatory step before we ship your order)

You can check the status of your order anytime by logging into your account and going to My order section and click on see details, to further track the status you can click on See status history

Need help placing an order? Call our Order Line – +233 500 248 334. Operating Hours: Mon-Fri, 8:30am-5:30pm; Saturday, 9am-3pm; Public Holidays, 9am-3pm.

There are no hidden costs or charges when you order from Torsaa. All costs are 100% visible at the end of the checkout process.

We’ll send you an email once your order has been confirmed. You can check the status of your order anytime by following the simple steps below:

  1. Log in to your Torsaa account
  2. Click on My Account in the top right corner of the Torsaa homepage (Your name will appear here if you’re logged in)
  3. Click on Orders in the drop-down menu
  4. Click on SEE DETAILS to the right of the item
  5. This will show the status of your product

Not to worry, you can check the status of your order anytime by following the simple steps below:

  1. Log in to your Torsaa account
  2. Click on My Account in the top right corner of the Torsaa homepage (Your name will appear here if you’re logged in)
  3. Click on Orders in the drop-down menu
  4. Click on SEE DETAILS to the right of the item


If your order is showing as Invalid, Unsuccesful or Cancelled, we will automatically proceed with the refund to your Torsaa Pay wallet or back to source (depending on your bank) and update you by email once its initiated from our side.

Need more help ? Contact us here.

You can request for a change if your order is not yet shipped and the new address is in the same region or city. However, if you wish to change the shipping address to a different region or city, we will have to cancel and replace the original order.

Need more help ? Contact us here.

The average delivery timelines are displayed on the product page but it also depends on your city.

You can check the status of your order anytime by following the simple steps below:

  1. Log in to your Torsaa account
  2. Click on My Account in the top right corner of the Torsaa homepage (Your name will appear here if you’re logged in)
  3. Click on Orders in the drop-down menu
  4. Click on SEE DETAILS to the right of the item.


We also send regular updates on the progress of your order via emails on your registered email id, App notifications/alerts on Torsaa App and SMS’s. We recommend that you update your current phone number and check your registered email to get the latest updates on your order and also download the Torsaa App on your mobile phone.

To know more click here.

You can be rest assured that we are doing all that we can to get your order to you at the earliest. The delay is possiby due to higher than normal volume of demand that we are currently experiencing.

You can check the status of your order anytime by following the simple steps below:

  1. Log in to your Torsaa account
  2. Click on My Account in the top right corner of the Torsaa page (Your name will appear here if you’re logged in)
  3. Click on Orders in the drop-down menu
  4. Click on SEE DETAILS to the right of the item


To know more on how to track your order click here.

Delivery costs are the costs incurred by Torsaa and our logistics partners to bring your ordered items to the delivery addresses / pickup station indicated.

Payment

Payment has to be made before packages are opened. Not to worry, when you shop on Torsaa you can always return an item in most cases within 15 days for eligible items. You can request for a return easily by going into My Orders section, just follow the simple steps below:

  1. Log in to your Torsaa account
  2. Click on My Account in the top right corner of the Torsaa homepage (Your name will appear here if you’re logged in)
  3. Click on Orders in the drop-down menu
  4. Click on SEE DETAILS to the right of the item
  5. Click on REQUEST A RETURN and select your return reason
  6. Provide more information in the box provided
  7. Click on REQUEST RETURN then,
  8. Select Torsaa Pay for Refund Method Selection and SUBMIT
  9. Select your Pick-up or Drop-off address for Return Method Selection
  10. Then click on SUBMIT


To know more on how to return click here.

Shipping & Delivery

Yes, our delivery agent will contact you to confirm your availability and exact location. Also, we will send you an email with details of the delivery agent when your package is out for delivery.

You can check the status of your order anytime by following the simple steps below:

  1. Log in to your Torsaa account
  2. Click on My Account in the top right corner of the Torsaa page (Your name will appear here if you’re logged in)
  3. Click on Orders in the drop-down menu
  4. Click on SEE DETAILS to the right of the item.


To know more on how to track your order click here.

Yes, this option can be chosen at the time of ordering. You will be notified when your items is available at the pick-up station chosen for pickup. You can see the list of pickup stations avalable at checkout.

Cash on Delivery is available in most locations across the country. 

Still have more question? Contact us