Temu has become one of the most-used shopping platforms among South African students and young adults β and with that popularity comes a growing stack of complaints about delayed deliveries, missing parcels, and refunds that take weeks to arrive. Knowing exactly how to reach their support team, and what to do when the normal channels fail, can save you serious money and frustration.
Temu operates a fully app-based and web-based support system β there is no physical South African office you can walk into, and the company does not publish a local South African phone number. All customer service goes through their website, app, or email. That said, the platform does offer multiple legitimate contact channels, and knowing which one to use for which type of problem can make a real difference in how quickly things get resolved.
The 4 Ways to Contact Temu Customer Service
Live Chat (App or Website)
This is your fastest route to a real person. Live chat is available 24 hours a day, 7 days a week β including weekends and South African public holidays.
How to access it:
- On the app: Tap the “You” tab β scroll to “Help Centre” β tap the chat icon in the bottom right corner
- On the website: Go to temu.com/za β scroll to the footer β click “Contact Us” β start chat
Email Support
Send your query with your order number, screenshots, and a clear description of the problem. You can expect a reply within 24 hours for standard issues, though complex cases may take up to 3 business days.
Email address:
support@temu.com
Use email for refund disputes, return confirmations, and any issue where you need a written paper trail.
Contact the Seller Directly
Temu is a marketplace, which means individual sellers fulfil orders. For issues specific to a product (wrong item, missing parts, quality problems), you can message the seller directly through the app.
How to reach them:
Go to “My Orders” β find the relevant order β tap “Contact Seller”. Keep your message short and attach photos where applicable.
International Phone Line
Temu has no dedicated South African call centre. The only phone number available is their international line, based in the United States. Standard international call rates from South Africa apply.
Number:
+1-888-495-8368
Hours: 7amβ11pm EST (that’s 2pmβ6am South African Standard Time). Given the hours and call costs, the live chat is a far better option for most South Africans.
How to Get a Refund on Temu in South Africa
Temu’s return and refund policy allows most items to be returned within 90 days of purchase. Importantly, the first return on any given order is free β you will not pay return shipping for the initial return. Subsequent returns from the same order may incur a fee. Refunds typically take between 5 and 14 business days to reflect, though the company’s policy states it can take up to 30 days in some cases.
Open the Temu app and go to “My Orders”
Find the specific order containing the item you want to return or get a refund for. Tap on it to open the order details page.
Tap “Return/Refund” and select your items
Choose the items you want to return and select a reason from the dropdown. Take clear photos if the item is damaged, incorrect, or not as described β this speeds up approval significantly.
Choose your refund method
You can receive a refund to your original payment method (card or EFT) or as Temu credit. Refunds to your payment method take longer β credit is usually faster if you plan to shop on Temu again.
Arrange the return shipment via the app
Follow the instructions provided in-app for return shipping. In South Africa, returns are typically processed through DHL or Buffalo Logistics. Print your return label and ensure the package is posted within 14 days of submitting the return request.
Track your refund status
Check your refund progress under “My Orders” β “Refund Status”. Temu will also send SMS or email notifications. If nothing has moved after 14 business days, follow up via live chat with your return tracking number as reference.
π‘ Tip: Late Delivery Credit
If your Temu order arrives after the guaranteed delivery date, you are entitled to a small credit β South African shoppers have reported receiving around R20 automatically credited to their account. You can also use the “Price Adjustment” feature in the app if an item’s price drops after you’ve placed your order. These small protections are easy to miss but worth knowing about.
Buffalo Logistics: What to Do When Your Parcel Gets Stuck
A significant source of frustration for South African Temu shoppers is Buffalo Logistics, one of the third-party couriers Temu uses for last-mile delivery in South Africa. Complaints about Buffalo β failed delivery attempts, parcels marked as delivered when they weren’t, and difficulty reaching their support team β are widespread on platforms like Trustpilot and Hello Peter. If your Temu tracking shows your order is with Buffalo and it’s not moving, here’s what to do.
First, contact Buffalo directly at buffaloex.com/contact or through their app, quoting your Buffalo tracking reference (usually in the format BUFA followed by alphanumeric characters). If Buffalo confirms delivery but you did not receive the parcel, take photos of your door and surroundings and report this immediately to Temu via live chat β this constitutes a “delivery dispute” and Temu is obligated to investigate.
π¦ Important: Unexpected Customs Charges
Some South African shoppers have received customs payment requests from two different companies β for example, one from Skynet and another from Buffalo β for the same order. This can happen when a parcel is handed between agents during customs clearance. Before paying any second customs charge, check whether the tracking numbers on both requests match. If they differ, you may have two separate shipments. If they are the same, contact both Temu support and Buffalo before paying anything β there is no obligation to pay a duplicate customs fee for the same parcel.
Comparing Temu’s Contact Channels
| Channel | Availability | Response Time | Best For |
|---|---|---|---|
| Live Chat (App/Web) | 24/7 | Minutes | Urgent delivery or refund queries |
| Email (support@temu.com) | 24/7 (submit anytime) | 24β72 hours | Formal disputes, written evidence trail |
| Seller Message | 24/7 (submit anytime) | Varies | Wrong item, product quality, missing parts |
| Support Ticket (in-app) | 24/7 (submit anytime) | 24β72 hours | Non-urgent follow-ups, account issues |
| Phone (+1-888-495-8368) | 2pmβ6am SAST only | Immediate (if answered) | Last resort; international call rates apply |
When Temu Won’t Help: Escalating in South Africa
If Temu’s internal support fails to resolve your issue, South African consumers have real legal recourse. The Consumer Protection Act (CPA) of 2008 covers all transactions sold to South African consumers, including purchases from international e-commerce platforms like Temu. This means you are entitled to goods of acceptable quality, honest marketing, and a working complaints process.
This is especially relevant right now: in November 2025, South Africa’s National Consumer Commission (NCC) launched a formal investigation into both Temu and Shein, examining possible CPA violations related to marketing practices, product quality, labelling, and undisclosed fees. Both companies have acknowledged the probe and committed to co-operating. The investigation was expected to conclude by 28 February 2026. If found in violation, Temu faces administrative penalties of up to R1 million or 10% of their annual South African turnover.
If your complaint hasn’t been resolved after contacting Temu directly, here are your escalation options:
Option A
National Consumer Commission (NCC)
South Africa’s primary consumer regulator under the CPA. File a complaint online at ncc.gov.za. Remember: complaints must be lodged within 3 years of the incident.
Option B
Consumer Goods & Services Ombud (CGSO)
A free dispute resolution body for consumer goods complaints. Visit cgso.org.za to log your complaint after Temu has failed to resolve it internally.
Option C
Hello Peter
South Africa’s most-used consumer review and complaint platform. A well-documented, public complaint on Hello Peter often prompts faster responses from companies than internal channels do.
Option D
Your bank (chargeback)
If you paid by credit or debit card and Temu has not delivered or refunded, contact your bank to initiate a chargeback. This is especially effective for non-delivery claims. Keep all your order confirmation emails as evidence.
Before You Contact Temu β Have These Ready
π± How To Download And Set Up The Temu App In South Africa
Want to shop on Temu from your phone? This guide walks you through downloading the app, setting up your account, and navigating key features β all tailored for South African users.
- β Download Temu From App Store or Google Play
- β Create Your Temu Account StepβbyβStep
- β Set Delivery Address & Payment Methods
- β Tips To Get Started With Your First Order
The Bottom Line
For most issues, Temu’s in-app live chat is your best and fastest option β it’s available around the clock and connects you to a real agent. Email works well when you need a documented record. If a delivery problem involves Buffalo Logistics, tackle that courier directly while keeping Temu’s support in the loop.
South African consumers have real CPA protections when shopping on Temu, and the NCC’s ongoing investigation into the platform signals that local regulators are paying attention. If Temu fails to resolve your issue and the amount is significant, don’t hesitate to escalate through the NCC, the Consumer Goods and Services Ombud, or your bank. Your rights as a consumer don’t disappear because the seller is based overseas.
