Help Centre
Answers to the most common questions about shantaXPRESS.
How does shantaXPRESS work?
Package senders post what they need to send and find a traveller flying the right route. The traveller carries the package in their spare luggage and delivers it in Addis Ababa. Payment is held securely until delivery is confirmed.
Is my payment safe?
Yes. We use Stripe to hold your payment in escrow. Your card is authorised when you book but not charged until the traveller confirms delivery. If delivery doesn't happen, your money is returned.
What can I send?
Most everyday items are fine — clothing, food items, documents, gifts, medicine, electronics. See our Prohibited Items page for a full list of what is not allowed.
How do I hand over my package?
After a booking is confirmed and payment is secured, you arrange the handover directly with your traveller via the in-app chat. Most handovers happen at the airport, a coffee shop, or another mutually convenient location before the flight.
What if the traveller cancels?
If your traveller cancels before the handover, you receive a full refund automatically. We'll also notify you immediately so you can find another traveller.
How do travellers get paid?
Travellers connect their bank account via Stripe during onboarding. Once the sender confirms receipt, 90% of the booking value is transferred to the traveller's bank account within 2 business days.
What if my package is lost or damaged?
We take this seriously. Contact our support team within 48 hours of the expected delivery. We will mediate between the sender and traveller and, where appropriate, facilitate a refund from the escrowed funds.
Can I use shantaXPRESS outside the UK?
Yes. We serve the Ethiopian diaspora worldwide — UK, USA, UAE, Australia, Canada and beyond. Any traveller flying to Addis Ababa can list their trip regardless of departure country.