A problem with an order
Late, missing, damaged or wrong item? First contact the store from the order page in My orders, where you'll find its number. If that doesn't fix it, message us with the order number.
How can we help?
Message us directly, or find your answer in the questions for customers and merchants.
Contact us
Include the phone number registered with Ghazl, and your order number if it's about an order (such as GZL-482913), so we can help faster.
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Report a problem
Pick the kind of problem so it reaches the right people faster.
Harmful content or a scam
A wild animal, a deposit request, or fake photos? Tap Report on the listing, product or store. Within 24 hours of a report we remove content that breaks the rules. How reporting works
Signing in and your account
No code arriving, or want to change your number? Message us from your registered number. To delete your account, use the delete account page.
An animal in danger or being mistreated? Report the listing and choose Sick or mistreated animal; we deal with those first.
Customer questions
About ordering, payment, delivery and listings.
My sign-in code didn't arrive. What should I do?
The code comes by WhatsApp or text message and is valid for 5 minutes. Wait a minute, then ask for a new code, and check you typed your number correctly. If it still doesn't arrive, message us.
How do I cancel my order?
In My orders, open the order and cancel it while its status is Order received. If the store has started preparing it, contact the store or us.
How much is delivery?
It depends on your governorate and the distance, and it appears with the full total before you confirm. Delivery may be free once your order passes an amount shown in your cart.
Can I pay by card?
For now, payment is cash on delivery only.
Why are there few stores in my governorate?
You order from stores in the governorate of your address, and new stores join all the time. Know a good one? Send them to the merchants page.
How do I contact someone about a listing?
Sign in, then tap Call or WhatsApp on the listing. Don't send a deposit before you've seen the animal.
Why isn't my listing live yet?
We review every listing before it goes live, usually within 24 hours. If it's rejected, you'll find the reason in your notifications; edit it and send it again.
Merchant questions
For Ghazl Merchant users. For the details, see the merchant terms.
How do I register my store?
Get Ghazl Merchant, sign in with your mobile, choose your store type and upload the documents we need. The full steps are on the merchants page.
When will customers see my store?
Once we've reviewed and approved it, and you'll get a notification. Set up your products during the review so they appear the moment you're approved.
Why isn't one of my products showing?
Open the product in the app and it shows the reason, such as In review, Expired or Hidden by you.
How do I request a driver?
From the order page, when our delivery partner's service is available in your area. Delivery is for products only; never send live animals with a driver.
Are there any fees or commission?
No, selling on Ghazl is free for now.