Question 1

How do I place an order?

Accepted Answer

Browse our products, add items to your cart, and proceed to checkout. You can pay with card, bank transfer, or cash on delivery.

Question 2

Can I track my order?

Accepted Answer

Yes, once your order is shipped, you'll receive a tracking number via email and SMS. You can also track from your account dashboard.

Question 3

Are the products authentic?

Accepted Answer

All sellers are verified and products are guaranteed authentic. Our buyer protection covers you if anything goes wrong.

Question 4

Can I buy from multiple sellers?

Accepted Answer

Yes, you can add products from different sellers to your cart and check out in one transaction.

Question 5

Is there a minimum order amount?

Accepted Answer

No minimum order required. However, free shipping applies to orders over 100 DT.

Question 6

What payment methods are accepted?

Accepted Answer

We accept Visa, Mastercard, e-Dinar, bank transfer, and cash on delivery (COD) across all of Tunisia.

Question 7

Is cash on delivery available?

Accepted Answer

Yes, COD is available in all 24 governorates. You pay the delivery person when you receive your order.

Question 8

Is my payment information secure?

Accepted Answer

Absolutely. We use bank-level SSL encryption and never store your full card details on our servers.

Question 9

Can I pay in installments?

Accepted Answer

Installment payments are available for orders over 200 DT through our banking partners.

Question 10

When is my card charged?

Accepted Answer

Your card is charged when you confirm your order. For COD orders, you pay upon delivery.

Question 11

How long does delivery take?

Accepted Answer

Delivery takes 24-48 hours in Greater Tunis and 3-5 business days for other governorates.

Question 12

How much does shipping cost?

Accepted Answer

Shipping costs vary by zone: 7 DT for Greater Tunis, 9 DT for North/Center, and 12 DT for South. Free shipping on orders over 100 DT.

Question 13

Do you deliver to all governorates?

Accepted Answer

Yes, we deliver to all 24 governorates of Tunisia through our logistics partners.

Question 14

Can I choose a delivery time?

Accepted Answer

You can select a preferred delivery window during checkout. Our delivery team will do their best to accommodate your preference.

Question 15

What if I'm not home during delivery?

Accepted Answer

The delivery person will contact you by phone. If unreachable, they'll attempt delivery the next business day.

Question 16

What is the return policy?

Accepted Answer

You have 30 days from delivery to return most items in their original condition. Some categories like food and personal care are excluded.

Question 17

How do I request a return?

Accepted Answer

Go to your order history, select the item, and click 'Request Return'. We'll provide a return shipping label.

Question 18

When will I receive my refund?

Accepted Answer

Refunds are processed within 5-7 business days after we receive the returned item.

Question 19

Can I exchange instead of returning?

Accepted Answer

Yes, you can request an exchange for a different size or color of the same product, subject to availability.

Question 20

Who pays for return shipping?

Accepted Answer

If the return is due to a defective product or seller error, shipping is free. Otherwise, a flat 5 DT return fee applies.

Question 21

How do I become a seller?

Accepted Answer

Click 'Become a Seller', fill in your business information, upload required documents, and our team will verify your account within 48 hours.

Question 22

What are the seller fees?

Accepted Answer

We charge a commission of 5-12% depending on the product category. The first month is commission-free.

Question 23

How do I get paid?

Accepted Answer

Payments are settled to your bank account every week. You can track your earnings in the seller dashboard.

Question 24

Can I sell internationally?

Accepted Answer

Currently, Tounyx operates within Tunisia. International shipping is on our roadmap for 2026.

Question 25

What support do sellers get?

Accepted Answer

Sellers get access to 24/7 AI support, a dedicated seller dashboard, analytics, and a seller community forum.

Question 26

How do I create an account?

Accepted Answer

Click 'Sign Up' and enter your email, phone number, and create a password. You can also sign up with Google or Facebook.

Question 27

I forgot my password. What do I do?

Accepted Answer

Click 'Forgot Password' on the login page. We'll send a reset link to your registered email address.

Question 28

How do I update my profile?

Accepted Answer

Go to 'My Account' > 'Settings' to update your personal information, addresses, and preferences.

Question 29

Can I delete my account?

Accepted Answer

Yes, contact our support team to request account deletion. Please note this action is irreversible.

Question 30

Is my personal data safe?

Accepted Answer

We comply with Tunisia's data protection law (Loi organique n 2004-63) and use industry-standard security measures.

Frequently Asked Questions