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FAQ Center

2017-07-15 12:00

1. How to check/track my iSimu order status/ my order number/ order no. Is my order confirmed?Why I paid but showing pending payment?

(Once the payment is made, we will notify you via email & SMS. If your payment is unsuccessful, it will be shown under pending payment, please contact us.

You can track your order directly from:

You can track your order when login iSimu> Account> My order> find the order> view logistic info.

2. How long will it arrive?When my order will be shipped? When will I receive my order? When can I ? 

Goods are stored at international oversea warehouses located all over the world. So if these goods are ordered by customer, they will be dispatched from oversea warehouses and shipped across border by air or by ship. This means shipping might take much longer, usually 10~15 days. Kindly allow more time for processing.

Also, sometimes the custom may delay for clearance.

We are sorry for any inconvenience and will work hard to optimise on it.

3.How much does shipping cost? Do you have free shipping?

iSimu provide free door-to-door delivery across the country.If door-to-door delivery is not available in some towns, we will contact you to pick it up at the pick-up point.

4.Can I change the delivery address after payment?

If your order has not yet been dispatched from our warehouse, we suggest you cancel your order and reorder.

Otherwise if the order is already with rider, then we are unable to change the address, please also contact us.

5.What if I missed my delivery? How long can iSimu keep un-collected goods?

The product will be delivered again the next working day. We will try to deliver a total of 3 times before cancelling your order.

Meanwhile, you can try to reach to your rider from the sms message you received.

Alternatively, you can ontact Us.

For unclaimed goods,We will keep the product at the pickup station for 7 days, otherwise we will send it back to our warehouse for maximum of 90 days before you can request re-send after which it shall be treated as unclaimed goods under CAP 38. Law of Kenya.

6.Will somebody contact me before delivering the package to my location?

Yes, our delivery agency will contact you to confirm your availability and exact location.

Please also take a look your sms message for rider's number and other info in case of the delivery.

In case abnormal, kindly contact us.

7.How do I receive my order when delivered at my doorstep?

You will receive notice from the Rider in advance. Please provide valid ID to claim your goods.

Ensure you confirm the integrity of your goods delivered. If there is any problem with it, kindly reject to rider and contact us.

8.What if I cannot contact rider?

Kindly leave us your order no. and your contact, we will sort out and get back to you.

9.I havn't received my order Why it's showing my order is auto complete?

Dear customer, for quick sellement to seller, we may complete order after 10 days once sent out from our local warehouse. If you confirmed not receive your order, kindly apply aftersale.

10. How do I know the specification/ Size/ quality of the product? Are products genuine?

For quality:

Before you buy, you can also refer to product details completely. You can also check rate of a product.

For Condition and brand:

We are devoted to provide our customers 100% genuine products and related policies are enforced. Please contact us via if you find any sub-standard products from our platform.

11. How do I know the price of the product? Are prices negotiable?Are there any other hidden costs, tax, custom?

You can view the price from the product link or type the name of the product/ brand in our search bar at the top of and then click “Search”.

12、Prices on iSimu are non-negotiable. iSimu has already negotiated for the best price and has thousands of sellers who offer you the best product prices and deals.

There are no hidden costs or charges/ customer clear/ etc. when you order from iSimu , all product price and postage fee are 100% visible from product page till the checkout process.

13、How to save the product if I want to buy later?

You can add your products into cart and check out on the cart tab at the top right corner of the screen any time when you want to buy.

Alternatively, from each product page, you can click the “heart-shaped” icon to save it. When you login, you will find the saved products under “Favorite” from “Account” of the bottom of

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