Welcome to the Help Centre

Searching for Products

Finding products on iMart is pretty easy:

• Simply type the product you are looking for on the search bar located at the top of the page.

• Choose the category from the drop down list if you wish to get more specific search results.

• Filter your search results using the attributes to enhance your search.​​

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Secure Shopping

We want our customers to shop with full confidence. To protect your online shopping experience, kindly ensure the below guidelines:

• You always check the reviews and rating of the product.
• The iMart site you are visiting always has the SSL checkmark on the URL tab
• You only make payments using the methods available on this site.
• You have read and understood our privacy policy and terms of use.
• You have read and understood the description of the product before you purchase.
• Avoid shopping online on public computers such as in cyber cafe.​​​

Placing Orders

Once you have decided the products you wish to buy, adding to your cart is very simple:

• To place your order, click on a Product Photo or Product Name and select "Add to Cart".
• If necessary, choose the specification you want (e.g. color, size, quantity).
• You can purchase multiple items by adding them to your cart first and then go to the checkout once you are done.
• You can sign up for a new account if you are not a member or checkout as guest.
• Enter the required information such as Delivery Address and Make the payment using your preferred method to confirm the order.​

Creating an Account

If you're new to iMart Online, you need to open a member account to enjoy exclusive and discount among other benefits. To create a new account:

• Click on the "Join Us" link at the top of the page.

• Fill in your details.

• Ensure your email address is entered correctly.

• Ensure you have read and understood our Privacy Policy before submitting.​

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Checking Out

Making payment on iMart Online is simple and fast:

• Through iPay and PayPal, you can use International payment methods like VISA and MasterCard.

• You can also use local payment methods such as Mobile Money using M-PESA, Airtel Money or EazzyPay

• If you have any payment issues, please contact our Customer Care team on [email protected]. We are always happy to assist you.​​​

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Order Tracking

Once you have placed your order, you will receive an email from us with your order details. You can track your order all the way to your doorstep when shopping with iMart Online!

• Use your Order ID to track your delivery using the Order Tracking/History feature.

• You will also receive status alerts to your email, including a more precise estimated time of delivery, until you receive your order.

• If you have any issues such as delivery delays, please contact our Customer Care team on [email protected]. We are always happy to assist you.​​

Resolving Disputes

In case of any issues faced during your shopping experience at iMart Online, you can always contact our Customer Care team.

• Make sure you check the product's description carefully before placing the order to avoid purchasing wrong items.
• Ensure you have checked our Frequently Asked Questions page for answers to most common queries.
• If you don't receive your order within the delivery time advised, or if the item you receive is significantly different from the product's description, you can take advantage of our Purchase Protection by opening a dispute on [email protected]
• You can create a return/replacement request online. You can return/replace the product bought on iMart Online only within 7 days after receiving the product.
• We will do our best to settle the issue and ensure your satisfaction.
• After escalating your dispute, please make sure you check your email regularly for updates.​​