FAQs

[vc_row][vc_column width=”1/6″][/vc_column][vc_column width=”2/3″][vc_tta_accordion style=”flat” color=”sky” spacing=”15″ gap=”5″ c_icon=”triangle” active_section=”1″ no_fill=”true” collapsible_all=”true”][vc_tta_section title=”1. Orders” tab_id=”1565445454539-4f6d6e0d-d1d1″][vc_toggle title=”How do I register?”]

  1. You can create a ShopIzy account by following the 5 simple steps below:
  2. Click on Login/Sign up
  3. Click on Register
  4. Create a new ShopIzy account using your email ID or register
  5. Fill your personal details
  6. Click on “Submit” and you’re all done!
  7. How do I place an order?
  8. Pick the products you love
  9. Choose the colour and size that’s perfect for you
  10. Click Add to cart or buy now and click “continue”
  11. Sign in via Email
  12. Type your delivery address and other details
  13. Select your payment method and click on “Checkout”
  14. Enter your payment details on the secure page
  15. Woohoo! You will receive an order confirmation email once your order has been placed successfully.

[/vc_toggle][vc_toggle title=”How do I search for products?”]You can search for products by browsing for categories, products, brands, campaigns on the “Search bar”, at the bottom. Tell us what you’re looking for and we will find it for you![/vc_toggle][vc_toggle title=”How can I add or remove items from my shopping cart?”]To add items, you can click on “Add to cart” on the product page.
To remove or view items, click on “View Cart” (click on the X mark on the top right corner of the product), and the item will be removed from cart.[/vc_toggle][vc_toggle title=”Is it possible to place an order on Facebook?”]No. You can place an order only via our website www.shopizy.africa or download our apps via Google Play Store or App Store.[/vc_toggle][/vc_tta_section][vc_tta_section title=”2. Vouchers” tab_id=”1565445454580-5bffb666-d877″][vc_toggle title=”I used a voucher, but I want to return. Will I get the voucher back?”]We’re sorry, the vouchers offered by ShopIzy are single use only and will not be issued again.[/vc_toggle][vc_toggle title=”How to apply vouchers?”]To apply a voucher, you can click on Cart > “Apply different coupon” > Input new coupon name.[/vc_toggle][/vc_tta_section][vc_tta_section title=”3. What is ShopIzy Cashback” tab_id=”1565447339636-d8b18cb1-3c2d”][vc_toggle title=”What is ShopIzy cashback?”]ShopIzy cashback are points you earn when spending on ShopIzy. The more cashback accumulated; the more benefits can be enjoyed on the ShopIzy site.[/vc_toggle][vc_toggle title=”How to earn cashback?”]The more you shop the more you earn! Once an order eligible for cashback has been confirmed, cashback will automatically be added to your ShopIzy account.
The amount of cashback given depends on the amount spent on ShopIzy, products purchased, date-time of purchase, and number of purchases on ShopIzy. The amount you earn for a specific purchase is displayed at the time of purchase. The maximum cashback you can earn varies from offer to offer.
*Terms and conditions are subject to change.[/vc_toggle][vc_toggle title=”How do I get my cashback?”]You earn cashback only on certain “eligible” products. On purchasing such products, cashback will automatically be added to your ShopIzy account.[/vc_toggle][vc_toggle title=”How to find out my total earned cashback?”]You can view a detailed summary of the cashback earned under: –
Account > Cashback.[/vc_toggle][vc_toggle title=”I’ve been shopping a lot on ShopIzy, but I have not received any cashback?”]The cashback program started on the xx/xx/2020. Purchases before this are not eligible for cashback.
The amount of cashback given depends on the amount spent on ShopIzy, products purchased, date & time of purchase, and number of purchases on ShopIzy. The amount you earn for a specific purchase is displayed at the time of purchase.[/vc_toggle][vc_toggle title=”Is there a maximum limit to the cashback I can earn?”]There is a maximum limit to how much cashback can be earned per purchase. The amount earned for a specific purchase is displayed at the time of the purchase.[/vc_toggle][vc_toggle title=”I bought items with cashback and returned the items; can I re-claim the cashback amount I used to purchase the returned items?”]Yes, if you have returned your order/parts of order within the return T&C guidelines, you will receive the cashback used for the returned order/part of order back on your cashback account. This will usually take 4-5 working days to process.[/vc_toggle][/vc_tta_section][vc_tta_section title=”4. Payments” tab_id=”1565448429500-3acedec3-cbbb”][vc_toggle title=”Which currency can I pay in?”]You can currently pay in Kenya Shillings (Kes) and Dollar ($) only.[/vc_toggle][vc_toggle title=”How to pay?”]To make a payment, Click on Proceed to Check Out Option > “ Enter the required details and Continue” > Select or input delivery address > Select Payment method (COD/M-Pesa), and then click on “Pay”[/vc_toggle][vc_toggle title=”Can I change my payment method after order has been placed?”]No. Unfortunately, once the order has been placed, you may not change your payment method.[/vc_toggle][vc_toggle title=”What are the available payment methods on ShopIzy?”]We offer the following payment methods:

  1. Cash on Delivery (COD)
  2. M-Pesa

For more details on each payment method, contact us support@shopizy.africa.[/vc_toggle][vc_toggle title=”Which credit cards are accepted for payment?”]ShopIzy does NOT accept credit cards at the moment[/vc_toggle][/vc_tta_section][vc_tta_section title=”5. Shipping and Payment” tab_id=”1565448676402-b11e7ae1-9f80″][vc_toggle title=”I received an “Order Confirmation” email. When will I get my item?”]You will receive your order within 1 working days after you have received the order confirmation email. This timeline might be longer if you have ordered from an international seller.[/vc_toggle][vc_toggle title=”Will I get a call before delivery?”]Not necessarily. As we work with multiple delivery partners, they each have their own levels of communications, such as SMS’s, emails or calls.
Typically, they do contact the customer, prior to their arrival, but we are not able to guarantee that. If you are not available at the time of your delivery attempt, the courier partner will surely try to re-deliver to you at another time[/vc_toggle][vc_toggle title=”How to track my order?”]You can track the real-time status of your order by clicking on “Menu” (Top right corner). Select “Orders Tracking” in the drop-down menu to view details of your purchases.[/vc_toggle][vc_toggle title=”What if I’m not at home during delivery?”]If you are not available at the time of your delivery attempt, don’t worry, our courier partner will surely try to re-deliver to you at another time.
In the event you wish to change your delivery address, please do email us at support@shopizy.africa so that we can make the necessary arrangements.[/vc_toggle][vc_toggle title=”How can I change delivery address/ phone number/ recipient for my existing order?”]Please feel free to send in your request to support@shopizy.africa with the order number (beginning with Service Order ID – SID) and indicate the new delivery address/ phone number.[/vc_toggle][vc_toggle title=”Can I check the item before signing during delivery?”]No. The parcel can only be opened once you signed for the package. If you find an issue with the item, you can reach out to us, and we will be more than happy to assist you with the returns/ exchange process.[/vc_toggle][vc_toggle title=”What are the operating hours of delivery service?”]We work with multiple delivery partners, and operating hours for each delivery partner may differ However, you can expect your item to be delivered from 8:30am to 7:30pm
Our delivery partners will contact you prior to the delivery attempt in order to communicate the exact time of delivery.[/vc_toggle][vc_toggle title=”I received a delivery confirmation email, but I have still not received my item?”]In such cases, we advise you to check with your friends or family members in case they have accepted the parcel on your behalf.
In case you still fail to locate your parcel, you can reach out to us at support@shopizy.africa, and we will be happy to assist you.[/vc_toggle][vc_toggle title=”I ordered 3 items but only received only 1. Why?”]If you ordered from multiple sellers or stores in one order, then you might in certain cases receive your order in separate parcels from each seller.
However, if you ordered all the items from the same seller and still find some items missing in your parcel, then please reach out to us at support@shopizy.africa and we will investigate the matter for you right away.[/vc_toggle][vc_toggle title=”Can I pick my order from ShopIzy office?”]Unfortunately, we do not offer such a service right now.[/vc_toggle][vc_toggle title=”Is it possible to get next day delivery?”]ShopIzy does not offer next day delivery services at the moment. However, please be rest assured that we will try our best to ensure your parcel is delivered within the promised delivery time.[/vc_toggle][/vc_tta_section][vc_tta_section title=”6. Returns/ Exchanges” tab_id=”1565450311482-89e62fff-2779″][vc_toggle title=”How can I schedule a return for my order?”]If you want to return a product, feel free to reach out to our customer support team by shooting a mail at support@shopizy.africa. Our team will send you a return form to you.
For more details on the returns process, please refer to our Returns and exchange policy[/vc_toggle][vc_toggle title=”Is it possible to exchange my order instead of opting for refund?”]If you wish to trade or exchange your item to a new color or size, we request you to please return your original order and place a fresh order for your desired item. The refund for your returned order will be processed in 3-5 working days.[/vc_toggle][vc_toggle title=”Can I exchange a defective or faulty item?”]In case you wish to exchange a faulty or incorrect product, you can get in touch with our Customer Delight team, and send us supporting images of the products. Our team will assist to send you a “returns form”, and issue a voucher for you to place a fresh order for your desired product.[/vc_toggle][vc_toggle title=”Which items are not eligible for return?”]Yes, given below is the list of products not eligible for return:

  1. Lingerie and Nightwear
  2. Swimwear
  3. Shapewear
  4. Underwear
  5. Socks
  6. Opened & used cosmetic items
  7. Items found with traces of wear & tear
  8. Electronics under warranty: In case the buyer receives the product in decent condition with no damage, but encounters problems with it after 7 days, please contact the brand of the electronic product directly
  9. Non-damaged, non-defective electronics with broken seals/tampered bar codes

[/vc_toggle][vc_toggle title=”What should I do if the amount refunded to me is incorrect?”]We’re really sorry if we’ve made a mistake with your refund! If this is the case please contact our Customer Delight Team and we’ll try and sort it out for you as soon as possible.
Please note that if one item from your entire service order ID (SID) was refunded, the delivery fee for this item will not be included in the refund amount.[/vc_toggle][vc_toggle title=”Can I return a part of my order?”]Yes. In this case, you can send us the Service Order ID (SID) of the concerned product, and we will process your request accordingly[/vc_toggle][vc_toggle title=”How can I cancel my order?”]If you wish to cancel your order, please do reach out to our Customer care team and we will process your cancellation request at our end.[/vc_toggle][vc_toggle title=”Do I have to bear the shipping cost for a returned/exchanged product?”]You are not required to pay any shipping fee for returns. It is completely free for you![/vc_toggle][/vc_tta_section][/vc_tta_accordion][/vc_column][vc_column width=”1/6″][/vc_column][/vc_row][vc_row css=”.vc_custom_1511409157056{background-color: #f1f1f1 !important;}”][vc_column][vc_column_text]

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