Frequently Ask Questions
Below are frequently asked questions, you may find the answer for yourself.
Shipping
Payment
Order & Returns
We work closely with the warehouse and the seller to ensure your order is shipped as quickly as possible. Based on data from the past year, most orders ship within 3-7 days. Please note that presale items, bulky items, and holiday or peak seasons may require a longer processing time. You can also check the estimated delivery date on your order details page.
At the same time, we offer several guarantees to ensure a worry-free shopping experience:
1. Late delivery compensation: If your estimated delivery date has passed and your order is still in transit, we will provide some Credit as compensation (for orders with standard shipping). For more details, please visit the Delivery Guarantee page .
2. Delivery guarantee: If your order is lost in transit, stuck without updates for an unusually long time, or never delivered, you may request a full refund. Please visit the Delivery Guarantee page to learn more.
3. Free return: If you change your mind after receiving the item(s), you are usually eligible for one free return for one or multiple items in each order (with some exceptions for special items).
Once your order enters the "Ready to ship" status, it means the package has already been packed and can no longer be canceled or refunded. If you still don't want the item(s) after receiving them, you are usually eligible for one free return for one or multiple items in each order (with some exceptions for special items).
Order issues
Return & refund
Recommended topics
The unknown charge is a bank authorization
When you place an order, KizAfrika contacts the issuing bank to confirm the validity of the payment method. Your bank reserves the funds until the transaction processes or the authorization expires. This reservation appears immediately in your statement, but it isn't an actual charge
If you cancel your order, the authorization is removed from your account according to the policies of your bank. Contact your bank to clarify how long they hold authorizations for online orders.
I see a charge on my credit card that I don't recognize
If you see a purchase or credit card charge you don't recognize, check with any family members, friends or coworkers who may have had access to your device or permission to use your card.
If you believe your KizAfrika account has been compromised, sign in to change your password.
From your Account security, Edit the Password and change your KizAfrika password.
If you still need help, you'll be asked to provide as much information as possible to help us resolve your issue. For your security, please don't include your full bank account information.
