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Frequently Asked Questions

Read our frequently asked questions for quick answers to your queries.

Do I have to register to shop at iMart Online?

No, you are not required to register yourself to shop with us. You can login as guest and shop unlimited.

Although, we suggest you to create an account with us. This would help you to store your information with us and you do not have to enter your details every time you shop with us.

What are the benefits of creating an account on iMart Online?

There are many benefits to creating an iMart Online account. It is FREE and you can access all of the following:

  • My Orders – Manage all your orders quickly and easily. You can view orders, track them, cancel, return or replace them.
  • My Wishlist – Browse through all your shortlisted items
  • Recommendations For You – Look through a list of recommendations based on your past searches
  • Member Discount – we offer our most loyal customers with exclusive and discounted pricing!

Why have I not received my order yet?

Due to unforeseen circumstances, it is possible that your order might get delayed. We will send you an E-mail/SMS informing you about the delay along with the new expected delivery date. Visit your Order History page on the MY ACCOUNT page to get real time status of your order.

What is iMart Online’s Purchase Protection?

You will get a full refund if your order does not arrive within the delivery time advised or if the item received is different from the description.

Can I cancel an order I placed?

You can cancel an order you placed within 2 hours of placing by sending us an email on [email protected] with the order details. We will respond back to you asap with the cancellation confirmation and method of refunding your payment.

How do I place a return/refund request?

If you want to return/replace a product on, please follow these steps:

    1. Create a return/replacement request online. You can replace the product bought on iMart Online within 7-days of delivery.

    2. Login to your iMart Account and go to MY ACCOUNT page

    3. Click on the RETURNS link on the left menu.

    4. Fill in the required details.

    5. Once the return/replacement request is created, we will ensure that it is processed as soon as possible.

Do I have to return the freebie when I return an item?

Yes, you have to return all the items that came attached with the product you purchased and want to return. This includes freebies, promotional gifts and accessories of the product being returned.

Do I have to pay for shipping charges when I return an item?

Upon receiving your returns request, we will organise to collect the item from you at the delivery address of the same order. There are no charges on you for shipping an item back to iMart Online.

How long will it take me to receive the refund for my return?

We take anywhere between 7-15 days to complete your refund request. Once we receive your returned item(s), we will perform a quality check (and product serial number verification if applicable). If the quality check is successful, we will refund you according to one of below possible options, at your discretion:

    1. We will replace the returned item with a new one of the same specifications. Only valid for items in stock.

    2. We will issue you a full refund to your credit card (or other applicable payment account).

    3. We will provide you with a Coupon Voucher in the amount of the returned item(s).

What are the modes of payment for purchasing?

We accept the following modes of payment:

  • iPay eLipa Wallet
  • Debit/Credit cards
  • M-PESA
  • Airtel Money
  • Equitel/EazzyPay
  • Kenswitch
  • PayPal
  • E-Gift Vouchers

How long does it take to receive my ordered item(s)?

Delivery time varies depending upon the availability of the product and your location. The delivery time of our product is always indicated on the product page or on the Order History page after you have placed your order. For items in stock, your order will be dispatched within 1-2 days. For items out of stock, it can take 1-2 weeks.

Are there any hidden costs or charges if I order from iMart online?

There are no hidden costs or charges when you order from us. All costs including the shipping cost and total amount of the products purchased are 100% visible at the end of the checkout process. Please note that we will never ask you to pay extra cash for the delivery.

How do I know if a product comes with free installation?

Free installation is not offered unless in very specific exceptions. Be sure to check the product description to get more details about installation. In case of doubt, do not hesitate to call us on the Customer Service Hotline or CONTACT US online.

How do I know my order has been confirmed?

Upon confirmation of your order, we will send you a notification via email. We'll also send you an email as soon as your order has been processed and has been shipped to the specified delivery address in your order.

My payment was processed successfully but I didn't get any order confirmation. What should I do?

Please CONTACT US so we can help you to resolve the issue.

Can I use two methods of payment when ordering online?

Sorry, we only accept one payment method per order.

What is my card number, expiration date, and CVV/security code?

When paying with Debit / Credit card, we will ask you for your 16 digit Card number and expiry date and CVV (Card Verification Value)/Security Code. Please note that we don’t save your card information (unless you specify) or CVV information and you will be asked to enter it each time you purchase on iMart Online.

How do I buy or gift an e-Gift Voucher?

To buy a gift voucher, click on the Purchase Gift Voucher link at the bottom of the page under the MY ACCOUNT section. Fill in the details and make the final payment. As a sender you will receive an email with the purchase and invoice details. While the invoice mail comes to the sender, the Gift Voucher mail goes to the recipient.

How do I pay with a Gift Voucher?

Select the items you want to purchase and add to cart. Go to the View Cart/Checkout page and select the "Use Gift Voucher" payment option. Enter your voucher number and click on Apply Voucher. Proceed with check-out and confirm the order.

Can I use multiple payment options while paying with a Gift Voucher?

If the amount of your e-Gift Voucher doesn't cover your order amount, you will be prompted to select an additional payment option.

Can I use promo coupon codes when paying with a Gift Voucher?

Yes you can.

Where can I find additional information?

For additional information, please check our HELP CENTRE or CONTACT US directly.