Every order on Dzili is protected from the moment you pay until you confirm you received it.
Payment held in escrow When you pay for an order, your money is held by Dzili — not sent to the store immediately. The store is paid (minus Dzili's commission) only after the order is marked delivered and you confirm receipt, or after the store's short auto-confirmation window passes without a reported problem.
If something is wrong If an item never arrives, arrives damaged, or is not as described, contact the store first through the in-app chat on your order. If you cannot resolve it together, open a dispute from the order — do this before the order auto-completes, so don't wait. Our support team reviews every dispute and decides the outcome.
Refunds Approved refunds are returned to your Dzili wallet, where you can use the balance on a future order or, where supported, withdraw it. Refund timing depends on the case; our support team keeps you updated through the dispute.
Delivery & order tracking Track your order's status — confirmed, preparing, out for delivery, delivered — from My Orders, and you'll get a notification at each step.
Contact Have a question about a specific order? Open it in My Orders and use the in-app chat, or email support@dzili.com.