Support

Help & FAQ

Order questions first — everything below is about how Loca. actually behaves today.

How do I sign in?: On the website, use your email address and the one-time code we send you. The mobile and operations experiences can use a verified phone number. There is no password to remember.
Why can my cart only hold one state at a time?: An order is fulfilled from one state's warehouses, so mixing states would mean two deliveries priced as one. If you add produce from a different state, we ask you to clear the cart first — there's a button on the cart page.
How is delivery priced?: By delivery area. Each area belongs to a zone with a fixed fee, shown next to the area you pick and again in the order summary before you pay.
When is my card charged?: Only when you complete payment on Paystack. Until then the order remains awaiting payment. If you are debited but confirmation is delayed, do not pay twice — check the order page or contact us with the order code.
My payment didn't go through — what now?: Open the order from “Your orders” and press Complete payment. If availability changed while the order was waiting, we'll say so rather than take money for something we can't deliver.
Can I change the address on an order?: Not after the order is placed. Choose or enter the right address at checkout — the address you select there is the one we deliver to, and the fee follows it.
What if produce arrives damaged or materially different?: Contact us promptly with your order code, a description and useful photos. We will review the issue and provide the remedy required by the circumstances and applicable consumer law.
How do I cancel an order?: Contact us as soon as possible. We will honour applicable cancellation rights, but an order already dispatched or containing prepared perishable goods may involve reasonable restrictions where the law permits them.