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

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 & 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 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

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

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 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

Kilimall Lite 2

• How to track Kilimall Lite order?
• How to confirm COD order

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)