Shipping & Pickup

Seller's responsibility

Shipping is the seller's responsibility unless otherwise stated in the listing. When you list an item, you commit to one of the following:

• Nationwide delivery — you ship to any address in Lebanon within your stated window
• Beirut / Specified cities only — you ship within a defined area; out-of-area buyers should contact you before bidding
• Pickup only — the buyer collects in person from a location you specify; no shipping is offered

Sellers must state their shipping arrangement clearly in the listing. Buyers should read it before bidding. Disputes arising from shipping limitations that were disclosed in the listing are not covered under Buyer Protection.

Shipping windows

Sellers must ship within the window stated in their listing — typically three to five business days from the date payment is confirmed. If you cannot ship within that window, notify the buyer through the platform immediately.

Failure to ship on time is grounds for a buyer dispute and, in repeated cases, seller suspension.

Delivery and tracking

Delivery on Mazedna runs through our courier partner, Wakilni. After a sale, press Book pickup on the order page: the courier collects the item from your pickup address, the tracking number is stored on the order automatically, and the buyer is notified immediately. There is no manual tracking-number step on this path.

If courier booking is unavailable, or you prefer to arrange shipping yourself, the manual path remains: send the item with a trackable service and enter the tracking number on the order page — the buyer gets the same notification.

For items valued above $500, we strongly recommend insurance. The cost is your decision to factor into your listing price.

In-person pickup

For large, fragile, or locally available items, in-person pickup is often the right choice. If you list as pickup only:

• Specify the city and neighbourhood (not the full address — share that privately once the transaction is confirmed)
• State the pickup window in the listing
• Coordinate through the Mazedna platform, not through personal messaging channels, so there is a record

Once a buyer collects an item and departs the pickup location, the transaction is considered complete and Buyer Protection no longer applies for condition disputes. Inspect before you leave.

Damaged in transit

If an item arrives damaged, open a dispute from the order page right away — while the escrow is still held, i.e. before you confirm receipt and before 7 days pass from payment. Photograph the damage before opening the packaging further. Keep all original packaging — it may be required for a carrier claim.

Who bears responsibility depends on how the item was packed and who arranged the carrier. We will assess on a case-by-case basis.

Items that don't arrive

If your item has not arrived within five business days of the seller's stated shipping window, open a dispute. We will contact the seller and review tracking. If the item is confirmed lost, you receive a full refund.