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FAQ

2016-05-20 16:36

What does FBK means?

The acronym FBK means “Fulfilled By Kilimall”. It explains the situation where product ordered is in our warehouse and is delivered by Kilimall. In this case, you only get to pay one delivery fee regardless of the number of items bought from any number of buyers.


What is Drop shipping Order?

Drop Shipping Order is the direct opposite of the FBK. It refers to orders that are shipped directly from the seller to the buyer. This type of orders may take longer to deliver than the typical Kilimall delivered orders.

NB: If your place orders from different merchants, you will be required to pay separate delivery fees for each of the product from the different merchants.


What is Global Shipping Order?

This are orders made from stores outside the country. For orders in this category, the return policy, warranty etc. are subjected to the merchant’s policy. Estimated delivery time for Global Shipping Orders is 2 weeks

As applicable to Drop Shipping Orders, if you order for product from separate merchants, you will be required to pay separate delivery fees for each of the orders.


Delivery Inquiry

Delivery fees are charged based on the location of the delivery.


Where is the Kilimall office?

Our office address is at Omole Phase 1, Ikeja, Lagos.

 

What are the various means of payment provided by Kilimall?

Currently, we have made provision for two (2) payment method:

i)               Bank Transfer to our Diamond Bank Account – Kilimall Nigeria Limited 0081359535

ii)              Paystack: Online Payment   


 

How to sell on Kilimall?

To register to sell on Kilimall, scroll down to the bottom of the website and click on the “Go To Seller Center”

A new tab opens and you see a banner with log in details. At the lower right hand corner, click on the “Open A Shop”

You will be redirected to an agreement page. Select the “I Have Agreed To The Above Agreement” and click “Enterprise Settled” button.

An application page will open. Fill in the required information and click on the “Submit Application” to finish the process.  


How to place an order?

Click the link http://www.kilimall.ng/article-63.html to see a step-by-step process guide


Forget Password?

Click this link http://www.kilimall.ng/article-64.html to see a step-by-step guide to recover your password


Is same day delivery possible on Kilimall?

Same day delivery may not be possible owing to conditions like time of order, payment verification process, pick-up and delivery distance etc. However, we ensure that orders within Lagos are delivered within 2 – 3 days.   


How can I reach Kilimall?

You can reach out to our customer agents via email at cs.ng@kilimall.ng or call us on 09078060008


Will my voucher still be valid if I returned / exchange an item I used it on?

Vouchers have only one entry access. Once you have used it for a transaction, the voucher will be rendered void.


 

 

Can I still use an expired voucher?

Vouchers on our platform are time bound. You are advised to use your vouchers before their expiration time to avoid it being voided.


How long until i get my refund?

Refunds are made 7 days after your refund request has been accepted and verified.


Who do I contact if my delivery date is due and my items have not been delivered?

You can either send an email to cs.ng@kilimall.ng with your order details or call our customer care agents on 09078060008


What is Kilimall’s return policy?

Goods can be eligible for return if they meet the following conditions:

i)               They are in the same condition as at when delivered

ii)              They have not been used e.g. worn (for clothing) etc.

iii)             If they are not edible products

iv)            If their seals have not been broken (for electronics and mobile gadgets)

In case of returns, please reach out to our customer care agents via email at cs.ng@kilimall.ng or phone 09078060008.


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