RAFTELSHOP
RAFTELSHOP
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Frequently Asked Questions (FAQ)

Find quick answers to your questions

Account & Registration
How to create an account?
To create an account on RAFTELSHOP:
  1. Click on Create an account
  2. Complete the registration form
  3. Validate your email by clicking on the received link
  4. Log in with your credentials
I forgot my password, what should I do?
Go to Reset password, enter your email and follow the instructions received by email.
Is my data secure?
Yes, RAFTELSHOP uses SSL encryption to protect your personal and banking data. We never share your information with third parties.
Orders
How to place an order?
  1. Browse our products
  2. Add items to your cart
  3. Click on "Place Order"
  4. Fill in your delivery information
  5. Choose your payment method
  6. Confirm your order
Can I modify an order after confirmation?
Once confirmed, the order is sent to the vendor. Quickly contact support or the vendor for any modification.
How to cancel an order?
If your order has not yet been shipped, you can request cancellation via your customer space or by contacting support.
Where can I see my order history?
Log in to your account then go to "My Orders" in your personal space.
Payment
What payment methods do you accept?
RAFTELSHOP accepts the following payment methods:
  • Electronic payment via SATIM (EDDAHBIA, CIB)
  • Cash on delivery (managed by our delivery service)
Is online payment secure?
Yes, all online payments are 100% secure via SATIM, our certified electronic payment provider. All transactions are encrypted with SSL and go through PCI DSS certified payment gateways. Your banking data is never stored on our servers and is managed exclusively by SATIM.
Can I get an invoice?
Yes, an electronic invoice is automatically generated after each order and sent by email. You can also download it from your customer space.
Delivery & Tracking
What are the delivery times?
Times vary depending on the vendor and your location:
  • Major cities: 2-5 business days
  • Other wilayas: 5-10 business days
  • Remote areas: 7-15 business days
How to track my order?
Use our Track order page by entering your order number received by email. You will see the progress status in real time.
Are there delivery fees?
Delivery fees depend on the vendor, package weight and your location. They are displayed before confirming your order. Some vendors offer free delivery.
What to do if my package is damaged?
Refuse the package and immediately contact our support with photos. We will process your complaint within 24 hours and organize a new shipment.
Returns & Refunds
Can I return a product?
Yes, you have 14 days to return an unused product in its original packaging. "according to the terms of the vendor from whom you purchased your product" Contact the vendor or our support to initiate a return, following the terms accepted before placing your order. you open a dispute ticket, and follow the proposed steps.
How does the refund work?
After receipt and verification of the returned product, the refund is processed within 5-10 days, our team will contact the vendor for verification then we will contact you.
What products cannot be returned?
Some products are not returnable: underwear, opened hygiene products, perishable goods, electronics, and custom-made products.
Become a Vendor
How to become a vendor on RAFTELSHOP?
Visit our Become a vendor page, fill out the vendor registration form with your business information. Our team will contact you within 48 hours for validation.
What are the fees to sell?
RAFTELSHOP offers different plans with a monthly subscription depending on the chosen plan. In addition, a 8% commission is charged on each sale made. Check our plans for more details on prices and included services.
How long does vendor account validation take?
Vendor account validation generally takes 24-48 business hours after submission of all required documents (business register, ID card).