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Varitya Marketplace

Help Centre

VARITYA HELP CENTRE

How can we help?

Find clear guidance for shopping, selling, Orders, delivery, returns, payments, accounts, Store management and marketplace support.

Start with the right place

Varitya is a marketplace made up of independent Stores. That means some questions should be handled by the Seller, while others are handled by Varitya. Knowing who to contact can resolve problems much faster.

CONTACT THE SELLER

Product, delivery and Order problems

  • Late or missing deliveries
  • Wrong or damaged items
  • Product questions
  • Returns and exchanges
  • Seller-issued refunds
  • Order fulfilment
CONTACT VARITYA

Marketplace and account problems

  • Sign-in or account issues
  • Technical problems
  • Seller cannot be reached
  • Marketplace abuse or fraud concerns
  • Eligible escalated disputes
  • Platform billing or Seller subscription issues

BUYER HELP

Everything you need to shop confidently on Varitya

SELLER HELP

Guidance for running your Store on Varitya

ORDERS

Order help for Buyers and Sellers

For Buyers

  • Where is my Order? Open My Varitya → Orders and select the relevant Seller Order.
  • Why are my items arriving separately? Products from different Stores are fulfilled separately.
  • Can I cancel? Use the available cancellation option or message the Seller as early as possible.
  • Who do I contact? Contact the Seller first for Product, fulfilment or delivery issues.
  • Why is one Order complete and another still processing? Each Seller controls its own fulfilment timeline.

For Sellers

  • Review incoming Orders promptly.
  • Do not mark an Order dispatched until it has actually entered fulfilment.
  • Add accurate carrier and tracking information where available.
  • Keep Order status current.
  • Respond to Buyer questions through the relevant Order or message thread.
  • Handle cancellations, returns and refunds according to law and Store policy.

DELIVERY & RETURNS

Who is responsible when goods are being delivered?

The Seller is ordinarily responsible for delivering the goods purchased from that Seller.

A Seller may use a courier or carrier, but the Buyer should contact the Seller if delivery is late, missing, damaged, incomplete or delivered incorrectly and the courier cannot resolve it.

Common Buyer questions

  • Parcel late? Check tracking, then contact the Seller.
  • Tracking says delivered? Check safe places and household members, then contact the Seller if still missing.
  • Item damaged? Keep useful photographs and contact the Seller.
  • Wrong Product? Raise the issue against the correct Seller Order.
  • Want to return? Use the return/request process for the correct Seller.

Important multi-store rule

If you ordered from several Sellers, do not combine the returns unless the Sellers specifically instruct you to do so. Each Seller Order has its own fulfilment and returns responsibility.

Read the full Delivery & Returns guide →

PAYMENTS & REFUNDS

Understanding how money moves on Varitya

MARKETPLACE PURCHASE Buyer → Seller

Buyer payments are ordinarily processed using the payment gateway connected to the relevant Seller's Store.

PLATFORM SUBSCRIPTION Seller → Varitya

Seller Subscription charges are separate payments to Varitya for use of marketplace features and services.

Why do different Sellers offer different payment methods?

Each Seller connects its own supported payment provider. Availability can also depend on marketplace country and provider support.

Who issues a refund for my Order?

The Seller is ordinarily responsible for initiating an approved customer refund through the payment provider associated with that Seller's Order.

Why has my Order been cancelled but I cannot see the money yet?

Cancellation and refund completion are separate states. A refund may also take additional time to appear after the payment provider has processed it.

Can Varitya combine Orders in different currencies?

Varitya is designed to keep unlike currencies separate rather than presenting misleading mixed-currency totals.

ACCOUNT & SECURITY

Keeping your Varitya account secure

Account help

  • Use an email address you can access.
  • Choose a strong, unique password.
  • Use password reset if you cannot sign in.
  • Keep your Buyer or Seller profile information current.
  • Sign out of shared computers.

If you suspect unauthorised access

  1. Change your password immediately.
  2. Review recent account activity where available.
  3. Store Owners should review Seller staff access and permissions.
  4. Contact Varitya support if suspicious activity continues.

PRODUCTS & SHOPPING

Finding the right Product

  • Search: use marketplace search to find Products by relevant terms.
  • Filters: narrow results using available category, Store, price or other filters.
  • Sort: choose the ordering that best suits your browsing goal.
  • Grid/List: switch catalogue presentation without affecting other Buyers.
  • Country selector: change your marketplace country to see relevant Sellers and Products.
  • Wishlist: save Products you may want to revisit.
  • Recently viewed: quickly return to Products you opened earlier.
  • Product variants: confirm the correct size, colour or other option before adding to cart.

STORES

Understanding independent Seller Stores

Every Seller operates a Store within Varitya. Store pages can contain the Seller's branding, Products and Store information.

Is Varitya the Seller of everything listed?

No. Unless expressly stated otherwise, independent Sellers are responsible for the Products listed in their Stores.

Can a Store sell internationally?

Yes, where the Seller has configured selling markets, shipping and supported payment arrangements for the relevant countries.

Why can I see some Stores in one country but not another?

Availability depends on the Seller's configured markets and whether the Store can serve the selected marketplace country.

SELLER PAYMENT GATEWAYS

Connecting how Buyers pay your Store

Sellers connect supported payment providers for customer transactions. Depending on market availability and Platform configuration, supported integrations may include Stripe Connect, Paystack and Flutterwave.

  • Only Store Owners should manage sensitive payment gateway credentials.
  • Check that the provider is enabled for the countries you serve.
  • Complete provider onboarding or credential verification before relying on the gateway.
  • Use test/sandbox modes where supported before enabling production transactions.
  • Do not share secret API keys in marketplace messages.
  • Review webhook/connection status if payments are not updating correctly.

SELLER SUBSCRIPTIONS

Varitya platform billing

Seller Subscription billing is separate from customer-sale payments. A Seller pays Varitya for access to the applicable plan and its included features or limits.

Does Varitya take my customer sales revenue as subscription payment?

The platform is designed to keep Seller customer payments and Varitya subscription billing separate.

What happens if a subscription payment fails?

Depending on the active billing policy, the Seller may receive a billing notice and access to paid functionality may eventually be restricted until billing is resolved.

Where do I manage my Seller plan?

Use the Seller Business/Billing area available to the Store Owner.

MESSAGING & REVIEWS

Communicating safely and sharing genuine experiences

Messaging

  • Use messaging for genuine Product or Order questions.
  • Keep the conversation linked to the correct Product or Order.
  • Do not send passwords or full payment-card details.
  • Do not use messages for harassment, spam or unrelated marketing.

Reviews

  • Reviews should reflect genuine purchase experiences.
  • Verified-purchase relationships help protect review integrity.
  • Do not include private information in a public review.
  • Fake, manipulated or abusive reviews may be moderated.

INTERNATIONAL SHOPPING

Shopping across borders

Varitya is country-aware rather than country-isolated. Buyers can select the country in which they want to shop, while eligible international Sellers can also serve that market.

  • Check whether the Seller delivers to your destination.
  • Check the Product currency before payment.
  • Review international delivery estimates.
  • Consider customs, import VAT or carrier handling charges where applicable.
  • Keep cross-border return costs in mind before ordering.
  • Do not assume UK consumer rules are identical in every country.

TECHNICAL HELP

If Varitya is not behaving as expected

  1. Refresh the page. Use a normal refresh first.
  2. Sign out and back in. This can refresh account/session state.
  3. Check another page. Determine whether the issue affects one feature or the whole application.
  4. Try a private/incognito window. This can identify stale browser/session data.
  5. Try another browser or device if available.
  6. Record the exact error message or reference ID.
  7. Take a screenshot if it helps explain the issue.
  8. Contact support with the page, time, account role and steps that produced the issue.

TRUST & SAFETY

Report suspicious or unsafe activity

Contact Varitya support if you encounter:

  • suspected counterfeit, stolen or prohibited Products;
  • unsafe or recalled Products;
  • fraudulent payment or refund behaviour;
  • account impersonation;
  • harassment or threatening messages;
  • review manipulation;
  • attempts to obtain passwords or sensitive payment information;
  • Seller staff access that appears unauthorised; or
  • any serious security concern.

Varitya may review relevant account, Order, message, payment, security or listing information where reasonably necessary to investigate marketplace abuse.

CONTACT SUPPORT

Still need help?

Before contacting us

Please include enough information for us to identify the problem quickly:

  • your Varitya account email;
  • whether you are a Buyer, Seller or Seller staff member;
  • Order number or Store name where relevant;
  • the page or feature affected;
  • what you expected to happen;
  • what actually happened;
  • the exact error/reference ID if one appeared; and
  • a screenshot where useful.
VARITYA SUPPORT [SUPPORT EMAIL]

For Product, delivery and ordinary return questions, contact the Seller first through the relevant Order whenever possible.

Email Varitya Support
Last updated 8/16/2026