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MALL> Help Center> Content


2016-05-20 17:36

Frequent Asked Questions

What does FBK stand for ?

FBK stands for orders Fulfilled by Kilimall, These are orders that are within the storage of Kilimall and are purely dispatched by Kilimall from warehouse in Kampala. You only need to pay a packaged delivery fee no matter the goods in your order supplied by how many sellers.

What is Drop shipping Order?

These are orders managed by sellers and stocked by the sellers; the fulfillment is done by the seller. Goods will be dispatched from seller's’ warehouse. Delivery for this kind of orders may take longer compared to orders that are under Kilimall storage (FBK). If you place an order which contains two drop shipping orders from different sellers, kindly be note that the delivery fee will be charged twice by two sellers.

What is Global Shipping Order?

These are orders shipped from diaspora merchants (from China, etc.) and product design, warranty, return policy etc., and may differ from local products. The estimate delivery time is 15-25 days. If you place an order which contains two Global shipping orders from different sellers, kindly be note that the delivery fee will be charged twice by two sellers.

Delivery Inquiry

For FBK orders within Kampala Area, shipment takes less than 72 hours for fulfillment. UGX 4,000* is charged for orders deliveries.

Deliveries outside Kampala do take 2 to 5 days for fulfillment with different shipment fees.

Please note that Delivery charges may vary based on the courier company you will settle for.

Where is the Kilimall shop?

There are no Kilimall shops in Uganda.

Can I get a refund? (What is your return policy?)

Kindly note that we do honor refund requests, however, they need to be made within acceptable time managed by our return policy  .

For faulty items, please arrange for return the item to us in the same condition as received and we shall give you a replacement or a full refund in Credits.

Our refund policy is not applicable to expired orders, and vouchers.

All refunds are done within 7 working days after your request is verified. This time period is subject to change based on your preferred mode of payment.

How do I make payment?

Please follow the steps below:

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

Click on the BUY NOW tab. =>>

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) =>>

On My Cart - Select Proceed to Check Out. =>>

On The Log in Dialog Box - Use LOGIN (if you already have an account on Kilimall then SIGN IN). =>>

OR Register if you are a new customer then Join NOW. =>>

ON My Cart - Click 'Next Please fill in your details' after confirming the products highlighted. =>>

Under Please fill in your details - Click on Submit Order. =>>

Send the requested amount to Airtel Money account 0702518518,  

Key in the Airtel Money confirmation code then submit your order

Order fulfillment - You will get a congratulatory message for an order successfully placed.

How to sell/advertise on Kilimall?

To get listed, simply send an email with the laid down details to merchant.support@kilimall.com and our team will be in touch with you to take you through the easy process.

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How to place an order?

Click this link to learn: http://www.kilimall.co.ke/article-63.html

Forget Password?

Click this link to learn what you could do when you forget your password: http://www.kilimall.co.ke/article-69.html

Can I pay and collect a product the same day ?

Due to the payment verification process, we ask that you make the payment and alert us two days prior to be able to process your order before  visiting the shop for collection.

Kindly contact us  via 0706717000 for more information about this.

How can I reach you?

Please send us your inquiry at customercare@kilimall.com or call us on 0706717000 and one of our customer relations representatives will assist you through.

Visit our pc kilimall website and you will find a online chat service on the right bottom.

Do you offer instalment payments?

Yes, though this functionality is not readily available, You can contact us via email with details of the item you need to purchase

Are your prices negotiable?

No, they are not negotiable beyond the prices noted on the website, you can be sure that we have the best deals in the market, as our sales persons have already negotiated the best price for you in the market for you to enjoy.

Can I use two methods of payment when ordering online?

Yes you can , currently the only options of payment are cash, card and Airtel Money. To utilise the card option you will need to visit any of our self-collect shops to be able to swipe your visa card as the card transaction gateway is currently unavailable.

Alternatively, you could use both the Airtel Money and cash upon receiving an item from our rider or while at the self collect point.

Kindly contact our customer care on numbers +256 (0)706717000

What happens to the voucher I used to buy an item if I ask for a return/exchange?

Once a voucher is used , it will be rendered obsolete. We urge our clients to maximise on the available deals and purchase products the are easily redeemable.

What if  the voucher redemption date expired?

We ask you our esteemed clients to check when the redemption date is due and make sure to use the voucher within the specified time period. It is pure the responsibility of the holder to ensure that they utilise the voucher before the deadline date inorder to benefit from the electronic voucher.It the time lapses before utilization then it will be a rendered invalid

How long until i get my refund?

Our refunds take up to 7 days , after the refund request has been verified and accepted.

Can you deliver to me outside Kampala?

All you have to do is place your order, we will be more than happy to deliver to you anywhere in the country, T & C  apply

Can you deliver outside Uganda?

We do not have arrangements for delivery outside Uganda , However if you are in Uganda feel free to visit http://www.kilimall.co.ke to enjoy the best deals near you.

I want to pick up my item instead of delivery

Kilimall Uganda don’t support pick up the items by yourself currently, but we will support this way in the future, kindly please follow up our Facebook page (www.facebook.com/kilimalluganda) and get the latest news about Kilimall Uganda.

Which locations does Cash on Delivery apply?

We do accept cash on delivery for Kampala deliveries only.

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What do I do if my order has surpassed the expected delivery  time?

Please contact our customer care support team via numbers +256 (0)706717000 , email us customercare@kilimall.com , we will be happy to assist.

What is your returns policy?

Our notice period for return is purely within acceptable time as mention in the Return Policy. This may vary depending on the item purchased.

I have received my goods but I do not like them.

At kilimall, we understand that sometimes what you have bought may not match what you thought it was, We awill however only accept return if the item has not been broken seal within 7 days after you get your goods. To request an exchange , please contact our customer support team for approval prior to returning the item.  Customer Service Number +256 (0)706717000 Customer Service Email customercare@kilimall.com

I have received a wrong order, What do i do?

We will need you to contact us via email or call and we will recall the wrong order for the right one.


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