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MALL> Help Center> Content


2016-11-19 14:01

I. Searching for a product

You can search an item in 2 ways:

Option 1: Search using the search box on the website or app

For example if you need a television, you can search using the short form ‘tv’ since it’s the most commonly used and it will bring you all TV’s from different brands available on the website.

But if you need a specific brand, search using the brand and keyword eg Samsung tv.

You can narrow the search as much as you want by adding the specifications e.g. Samsung digital tv 49”

Option 2: Search by category

Click on ‘shop on category’ on the top left of the homepage to view the categories available on the website and the items under the categories.

II. Things to note before placing an order

Before placing an order, we recommend:

1.  - Carefully checking the information of the product which includes the description, features, sizes and picture.

2.  - Checking if the product has stock- Products that have stock usually have the ‘buy now option’ but those with no stock usually say ‘inventory shortage’.  Our website will not allow you to place an order on an item that does not have stock unless it’s a pre-sale order and it will be clearly indicated.

In case you place an item on cart for more than 3 hours, the product stock will be released and product can be ordered by another person.

If you need more information, contact our customer care or chat online with us on our website.

III. Order Categories

We have 3 categories of orders on the website as explained below:

i.        Global order is a product that is overseas, represented by an aeroplane icon and will need to be shipped to the country once you orders for them.

Shipping takes 15-30 days and payment is always done in advance.

               Each product from a different merchant attracts a delivery fee

ii.       FBK (fulfilled by Kilimall) – Are products sold by local sellers and are stored in Kilimall Warehouse and fulfilled by Kilimall.

Fulfillment in Nairobi takes 24-48hours within Nairobi with riders and you can pay on delivery.

Fulfillment outside Nairobi takes 2-5 days with either G4S, Posta & Wellsfargo.

For G4S you are required to pay prior to delivery while Posta you pay when picking the product.

iii.       Drop Shipping -These products belong to local sellers and are fulfilled by local merchants.  

Fulfillment takes 2-5days.

Each product from a different merchant attracts a delivery fee of ksh.250/-

               All orders on drop shipping are required to be paid prior to delivery.


IV. How do I place my order?

Cart as used on our website means your shopping basket, it will show the items you intend to buy and keep this information for 12 hours for you to place an order.

Step 1: Click on the image of the product you would like to purchase.

Step 2: Click on the ‘BUY NOW’ tab.

Step 3: Select ‘Check out’ if you have no intention of adding any other item or ‘Continue shopping’ if you want to shop for more than one item

 Step 4: After you are done shopping click on ‘My Cart’ icon that’s on the right top side of the page next to ‘my account’ and Select Proceed to Checkout.

Step 5: On The Login Dialog Box that appears Log in or register if you are a new customer by clicking ‘register’.

Step 6: Click on ‘confirm cart’ to check the items on cart with their stock quantity. You can add or reduce the products in cart, then click on ‘next’

Step 6: If this is your first time shopping on Kilimall, click on add new address and fill in your details and ensure that the phone number added is active

Step 7: Select pay on delivery or online payment depending on the viable option as per the products that have been ordered.

Step 8: (Optional) you can leave a remark especially if you want someone else to collect the order on your behalf or you want it delivered after a specific period of time. Customer care will call you to confirm the information.

Step 9: Confirm the value of the order which includes price of the product as well as delivery fee and Click on Submit Order.

You will get a congratulatory message for an order successfully placed on the mobile number used in the address.

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