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Knowledge base
My Order
Place an Order
12
How to Place an order? /How to shop on Kilimall? How can I buy? Do you have? Is it ? , I need, I want, am looking for,
Where's your location? Can I buy products from physical stores or offices? Do you have offline shops? Can I pick up from Kilimall directly?
How to install Kilimall APP? Is Kilimall available for iphone ios? Why do I need to install Kilimall APP?
How can I remove item from shopping cart?
How to find my view products history on Kilimall?
View all 12
Track an Order
7
How to check/track my kilimall order status/ my order number/ order no. Is my order confirmed?Why I paid but showing pending payment?
How long will it arrive?When my order will be shipped? When will I receive my order? When can I ? Where is my
I haven't received my order./ My order is delayed not dispatched, what should I do?
After received the goods, what should I do if I’m not satisfied with the goods/ goods are damaged or have quality issue?
What do I do when I receive the order?
View all 7
Price & Product
6
How do I know the specification/ Size/ quality of the product? Are products genuine? /Brand new?
How to contact seller?
How do I know the price of the product? Are prices negotiable?Are there any other hidden costs, tax, custom?
Why I didn’t see any products I searched? How to find products I want? I want to buy xxx.
Why do I see different prices for the same product?
View all 6
Order change & Cancellation
4
How to apply / cancel for refund? Why my order auto cancled ?
Can I change my product to another specification when I receive my item?
Why my order was canceled and I was not informed?
How can I change my reivew to seller/ products?
Delivery and Shipping
16
How much does shipping cost? Do you have free shipping? shipping fee?
Can I change the delivery address after payment?
Why some delivery charges extra shipping cost?
How long does my order arrive? Delivery timeline? What is GS/ DS/ FBK?
Do you provide door to door/ home delivery, what are the delivery options?
View all 16
Fraud
1
Beware of fraud and how to report
My Account
Account Setting
6
How to register/sign up/ login on Kilimall? How to reset/ retrive password?
Why do I have to verify my phone number/ email ?
How to complete my personal info?
What’s the difference between my username & nickname?
Why my multiple accounts are merged? Why I can only use one account for login now and my other accounts are not available?
View all 6
Return & Refunds
Return & Refund
11
Can I return my order& gift? How do I return my order?What cannot be returned?
How to apply for aftersale? How to return & refund?
When will i get feedback/refund if I apply for aftersale/ returned the goods?
What should I do if the aftersale solution is return& Refund/ Refund only / Exchange/Repair?
For aftersale solution, will I receive a full refund?
View all 11
Warranty
6
Does my product have warranty or can I get my product repaired?
Where is service center/Brand Service Centres Contact? What if the product brand has no Local service center?
How do I know if a product comes with warranty and duration? What is not covered by product warranty? warranty?
How can I claim warranty for my product?
What’s cost for maintenance if product/goods exceeds the warranty period or not covered?
View all 6
Common Electronics Trouble Shooting
8
Why my phone cannot use Mpesa?
Konka TV troubleshooting
Why my google play doesn’t work?
Why my dual sim card phone only takes one sim card?
Why my phone is not charging? Not powering on.
View all 8
Payment & Wallet
Payment
8
How do I pay on Kilimall Kenya? How to Pay with Mpesa/ Visa & Mastercard? Do you accept card payment?
Can I pay on delivery? Do you support cash on delivery?
Why I paid but but showing pending payment/ not reflect? Why my payment is not successful?
How do I pay to Kilimall Uganda? Uganda payment.
Why can't I pay my order now?
View all 8
Wallet
11
What is Kilimall Account? How to use Lipa wallet? Why my refund is to wallet?
How to withdraw from wallet? Can I use another account to accept withdraw?
Why the refund balance is 0/ wallet bonded to another number? Can I change my bonded wallet number?
Can I Top up my wallet using another line? Can I recharge my wallet using another number?
What if my wallet recharge/ withdraw is failed?
View all 11
Sales & Promotions
Kilimall Coin & Voucher& New User Zone
14
How to contact Kilimall? Customer service number? Where can I find Live chat/ livechat? How to escalate/report complaint if not get help?
How to check and use the voucher? Can voucher be refunded?
What is Kilimall Coin? ( formerly known as cash rewards, cashrewards)
New User Voucher for APP install
How to use coupon code? What is coupon code? Where can I find Coupon code?
View all 14
Airtime top-up and related promotion
9
How airtime purchase works? How to top up airtime? How to buy airtime?
How do I withdraw free airtime? What is the difference between Top-up Airtime and 100Ksh Free Airtime
I made a purchase but I have not received the Airtime amount, why?
Can I top up airtime for others?
Why do two different amounts appear in the top up center?
View all 9
Kilimall Flash Sales
1
What is Kilimall FlashSale? What are the rules for FlashSale?
Other Promotions
8
What is Groupbuy / group buy/ in Kilimall? and how to groupbuy?
Lucky draw, lucky draw Terms and Rules
Bargain down to 0 Terms & Conditions
What’s the different between voucher and Kilimall Coin?
What is invite friends and get cash?
View all 8
Career & Partnership
Kilishop Agent
8
How to become a KiliAgent? How to open a kilishop. How to become a pickupstation/ pick up station, be an agent
How should I handle items returned back with customer if they claim to be wrong /Broken.
Should I accept return from Kilimall customer who didn’t collect it from my shop.
Is it possible I sell Kilimall goods at my shop.
Can I open more than one shop?
View all 8
Job & Employment
1
I'd like to join Kilimall, how can I apply?
Become a Seller
1
How to register as a seller? How to sell on Kilimall?
Terms & Conditions
Terms & Conditions Notice
7
After-sales return policy, Aftersale policy.
Home Appliance Purchase Tips (Return Policy)
Order cancellation and Refund Policy
Terms and Conditions
The Kilimall user registration agreement.
View all 7
Internal FAQ
Kilimall Lite
2
How to track Kilimall Lite order?
How to confirm COD order
Expired FAQ
Others
4
Recent Campaigns
How to Apply tech support
KONKA TV: how to check the power/power/audio/sound issue?
How do I pay on delivery (COD)on Kilimall Lite App?(Suspend at April 1 2023)
Help Desk Software
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