First Time on Luuk? Here's Exactly What Happens After You Place an Order

The first time you buy from a seller you've never met, on a platform you've never used, there are questions. Normal questions. This guide answers all of them before you have to ask.

Step 1: You place your order

You find a product, watch the video, decide you want it. You can buy at the listed price or tap "Make Offer" to propose a different price. Once you and the seller agree on a price, you proceed to checkout.

At checkout you'll see the item price, delivery fee, and your total. You pay using your debit card, bank transfer, or Luuk Coins. Your payment goes straight into escrow — not to the seller.

Step 2: Seller is notified and confirms

The seller receives a notification that an order is waiting. They have 12 hours to confirm they have the item and can fulfil the order. If they don't confirm in 12 hours, your payment is automatically released back to you.

Once they confirm, you receive a notification: "Your order has been confirmed. Expected dispatch: [date]."

Step 3: Seller ships and shares tracking

The seller packs your item and books a delivery pick-up. They upload the tracking number in the app and you receive it immediately. You can track your delivery in real-time directly from the order page.

What if the seller doesn't ship on time?

If your item hasn't been shipped within the confirmed dispatch window, you can raise an issue directly from the order page. Luuk will contact the seller on your behalf. If they remain unresponsive, your payment is refunded.

Step 4: Delivery arrives

When your item arrives, inspect it before confirming delivery. Open the package, check that it matches what was shown in the video — the model, colour, condition, completeness. If everything is right, tap "Confirm Delivery" in the app.

This is the moment the seller gets paid. Not before.

Step 5: What to do if something is wrong

If the item is different from what was shown — wrong model, damaged, missing parts — do not confirm delivery. Tap "Raise Dispute" instead. Document the issue with photos or a short video. A Luuk trust agent will review evidence from both sides within 24 hours and make a decision.

Your money stays in escrow until the dispute is resolved. You won't lose a naira while the review is happening.

Step 6: Leave a review

After confirming delivery, you'll be prompted to rate the seller and leave a review. This takes 60 seconds and earns you 100 Luuk Coins (worth ₦50). Your review also helps the next buyer make a better decision — which is why the community is worth contributing to.

That's the full loop. From video to delivery, every step is designed so that you never have to wonder what's happening with your money. It's always either in your account or in escrow. Never lost.