How can we help?
Answers to the most common questions about buying, selling, and Luuk Lock escrow. Can't find what you need? Our team replies within one business day.
🛍️Orders & Delivery
How do I track my order? +
Open the order from your Orders tab to see live courier tracking once the seller has marked it as shipped. You'll get a notification at each major milestone.
What if my item never arrives? +
If your tracking shows no movement past the expected delivery date, open a dispute from the order screen before confirming delivery. Your payment stays safely in escrow while we investigate.
Can I cancel an order? +
Yes — orders can be cancelled and fully refunded any time before the seller marks the item as shipped. Once shipped, cancellation is handled as a dispute.
🔒Payments & Escrow
Is my money safe when I pay on Luuk? +
Yes. Every payment is held in Luuk Lock escrow — it is not released to the seller until you confirm delivery, or until a dispute is resolved in their favour. See our full Escrow Agreement.
When does the seller get paid? +
Funds are released to the seller once you confirm delivery in the app, or automatically after the confirmation window closes if no dispute has been raised.
What payment methods are supported? +
Luuk supports debit/credit cards, bank transfer, and USSD through our regulated payment partners.
What are Luuk Coins? +
Luuk Coins are loyalty rewards earned through in-app activity like watching videos and completing purchases. They can be redeemed for discounts in-app and have no cash value.
🏪Selling on Luuk
How do I become a verified seller? +
Switch to Seller mode from your profile, then complete identity verification (BVN or NIN) — this unlocks listing creation and payouts.
What fee does Luuk take? +
Luuk deducts a service fee from each completed sale before payout. The exact fee for a listing is always shown before you confirm a sale — no hidden deductions.
How fast do I need to ship? +
Within the dispatch window shown in-app for each order, with valid tracking uploaded. Missing the window repeatedly can affect your seller standing.
Can I negotiate price with buyers? +
Yes — buyers can send offers directly in-app. Once you accept an offer, that price becomes binding for the transaction.
👤Account & Security
How do I reset my password? +
Use "Forgot Password" on the login screen. We'll send a reset link to your registered email or a code to your registered phone number.
How do I delete my account? +
Go to Settings → Account → Delete Account. Note that transaction records may be retained as required by law even after deletion — see our Privacy Policy.
I think someone accessed my account without permission. +
Change your password immediately and contact our support team — see our Safety Tips for more on staying secure.