10 FAQs on fulfilling orders

Q1. Concerns on Delivery fees

Delivery fees vary according to your location. We provide door step delivery service in Nairobi. The delivery fees in most places are from KSh. 100- 200. Some cooperated pick-up stations are free of delivery fees. Deliveries in remote places are KSh. 200 and above.

Q2. Concerns on Delivery time 

Delivery time depends on the shipping models of each product. We have three types of shipping models, 1, Fulfilled by Kilimall( 1-3 working days) 2, Shipped from local seller (3-5 working days) 3, Shipped from overseas (10- 25 days). Some shipped from overseas Fashion items take less than 10 days for delivery. If the delivery of your order has taken more than the specified days, you can apply for an after-sales service at our customer care to cancel the order and get a refund.

Q3. Pick up station is far from where I am
·       You can use our doorstep delivery service if the pick- up station is not convenient for you. We can recommend a nearby pick up station based on your location. If there are no pickup stations nearby, you can refer a store through our KiliAgent email Kiliagent@kilimall.com to become a pickup station. 

Q4. Concerns about the items quality 
Items on our platform are all sourced from trusted sellers. If you have any queries, you can chat with the seller, and if the received good have quality problems, kindly apply for an after-sales service to return, refund and exchange the faulty items. We are committed to provide you with the best quality there is.

Q5. I didn't find a convenient payment method 
We support multiple online payment channels like M-pesa, MasterCard, Visa, Airtel, etc. to create a more safe, convenient and easy shopping experience for you.

Q6. Concerns on Price and discounts 
We source our products directly from manufacturers thereby making our prices very affordable. We usually create discounts, promotions and sale campaigns to engage and benefit our customers. Get the latest notifications from us by following us on Facebook and subscribing to our e-mail list on our website.

Q7. Concerns on Secure payment 
Kilimall has partnered with banking institutions like KCB, Eco Bank and Credit bank, Mpesa, Aitel money, Union Pay, Lipa Pay and many others. These partnerships have made shopping on kilimall both secure and convenient.

Q8. Cannot use the voucher 
·      If a voucher  doesn’t seem to be working, go over to the voucher center in your account to check if the vouchers are available, haven’t expired or are of the correct amount. Kindly view our FAQ’s or contact our customer care to learn more. 

Q9. Order amount over KSh.70,000 and can’t pay  
M-pesa allows a one-time payment transfer of KSh.70,000. If your order amount totals to a value more than KSh.70,000, then kindly make partial payments until it totals to your order amount.

Q10. Complicated checkout/shopping procedure 
·      We are always improving our interface to make it more user friendly. Kindly refer to our FAQ to learn more about the checkout/shopping procedure.


  1. how do i chat with the seller?

  2. Hello I have made an order and payment too through my Facebook account phone no0713284518 but I can't trace my order after payment its indicating zero order

  3. Hey, i ordered 3 x pairs of shoes 3 weeks ago and they have not been delivered upto date. What might be the problem and i had paid in full.
    Order numbers

  4. Want to order 128GB USB and 256GB USB. What is the procedure pls. I am in nanyuki

  5. I ordered inpods and one of them is not working


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