Help

General

How do I search for products?

Click on the category name on the left of the homepage to view the products we have within those categories. You can also use the search bar located at the top of our homepage to find your preferred products.

How do I place an order on your website?

Once you have found your preferred product, just follow the steps below:

• Select a preferred colour/size and then click on ‘buy this now’, to add this product into your cart.
• Click on the ‘proceed to checkout’ tab to complete your order process
• At checkout, you will need to fill in your personal details and shipping address if you are a new customer.
• Click on your preferred payment option before clicking the ‘Place order’ button

If you encounter any problems while placing your order, do not hesitate to contact us on : +243(0)811444025
: +243(0)818238294 or email us at [email protected]

How do I register?

Kindly click on the account tab located at the top right end of our homepage.
A pop-up screen provides you with the option to, login if you are an existing customer or register as a new customer either by filling the form with some personal information
After updating the required fields, click on the submit tab to create your account.

Do you sell UK used or fairly used products?

All the products on our website are brand new. We assure you authenticity and originality.

How can I sell my products on your website?

Kuikidi.com is the largest business-to-consumer (B2C) retail platform in DR Congo enabling businesses to sell directly to millions of consumers throughout Congo.
A Kuikidi storefront is essential to the Congo retail strategy of leading global businesses and the most effective avenue for Congo market penetration.
There are two ways to join Kuikidi’s platform:

1. Companies with DR of Congo in-country business operations can apply to
2. Companies with overseas licenses are eligible for Kuikidi Global.

As an open platform marketplace, Kuikidi provides the infrastructure to host your storefront and unfiltered access to millions of shoppers.
Operating a Kuikidi storefront is much like operating your own B2C website, offering autonomy from design to operations to fulfillment and logistics.

What if I cannot find my particular product on Kuikidi.com?

If we do not currently have your particular item, please inform us (contact our customer service team at [email protected] or call on 0811444025, 081823829 as we are always looking to broaden our product selection and keep our customers satisfied. However, we have a variety of other products that are similar to what you want.

Shipping & Delivery

Can you deliver to me outside Kinshasa?

Yes, Kuikidi.com delivers products to customers anywhere in DR Congo. We have a partnership with DHL for deliveries everywhere in Congo and other African countries.

Can you deliver outside DR of Congo?

Yes we can.

When will I get my product after I place an order (delivery period)?

Our standard delivery timeline of 1-7 days in Kinshasa and 3-8 days for regions outside Kinshasa. As soon as your order is dispatched from our warehouse, you will receive an email to confirm that your package is on its way. You will also be contacted by our dispatch personnel on the day of delivery.

Do you have an office address?

Yes we do. Our corporate office is located in Kinshasa. However, since we are an online store, we do not have physical showrooms. Once we receive your order, we will deliver it to your doorstep or in case of click, collect & cash, we will invite to come to collect your goods in one of our stores.


Can I pick up my item instead of having it delivered?

Kuikidi.com offers delivery services because of the goal of convenience. We do not encourage our customers to come to our office since products can be brought to their door steps. However, we have an option of click , collect and cash. For this option, you can come collect your goods in one of our store.

How do you charge for shipping?

Our shipping is free excluded large and heavy items. For these excluded items, shipping charge is calculated according to weight and length of the items.

What if I am not home at the time of delivery?

Our dispatch personnel would call you before making the delivery. If you are unavailable to receive your item, a re-delivery will be scheduled within 3 days. Please note that your order will be cancelled after 2 re-delivery attempts.

Can my parcel be delivered to an office address?

Yes. Your parcel can be delivered to any address convenient for you. To make this possible, you must enter your preferred address as your ‘shipping address’ before you checkout.

My items haven’t arrived yet. What can I do?

If you haven’t received your items after the 5th day, kindly contact us on 0811444025, 081823829 or send an email to [email protected] (quoting your order number). we urge you to track also the progress of your order using your tracking number on DHL website.

Which locations do you accept Cash on Delivery?

We do offer click, collect & cash service for customers who choose this option. They have to come to collect their goods in one of our store.

How do I track my order?

We will send you an email when your order is shipped. You can also send an email to [email protected] to enable us provide you with adequate updates on the status of your order

Will I receive all my orders in a single package?

We endeavour send out products readily available as most of our customers appreciate prompt deliveries. If your orders do not come in a single package, be rest assured that the remaining item(s) will also be delivered to you within the delivery timeline

Payments

How can I pay for my order?

You will need a credit or debit card to pay for your items online. We accept the following cards, Visa debit, Visa Electron, Mastercard, Solo and Visa Credit, Maestro. We also accept payment via PayPal accounts, mobile payment with airtel money, m-pesa and tico cash.
We do offer also the option cash on collect in one of our store. For this option, we will contact you when your goods will be available in store and ask you to come to collect it.

How do I pay with PayPal?

Check out as normal and you’ll be able to select PayPal from the payment options. You will be directed to log in to your PayPal account, where you will be able to see your order details and confirm payment. Once you have completed this, you will be returned to kuikidi.com to view our confirmation order page.
We’ll send you an email with the details of your order, and you should also receive two emails from PayPal firstly to notify you that payment has been authorised to us, and then to let you know payment has been sent to us once we have dispatched the order. As with all online orders, we will only take payment of your order when we have sent it out to you.

How do I pay with airtel money, m-pesa and tigo cash?

Check out as normal and you will able to select airtel money or m-pesa or tigo cash from the payment options.
we will send you an email with the details of your order and requesting you to make a payment of the amount due within 48 hours of your purchasing order using your account with airtel, m-pesa and tigo cash providers.
Once we receive your payment, we will send you another email confirming reception of the amount and propose you a home delivery date.

How do I pay cash in store?

Check out as normal and select the option collect & cash in store. We will send to you an email with all purchase order details and an estimate date when to come to collect your goods in one of Kuikidi ltd store. You will have two possibilities in store for payment, by cash or bank transfer.

Is the website secure?

Yes. Our website is secure and all the information transmitted between you and us is encrypted for maximum security. It’s of great importance to us that you feel you can shop online with confidence, so for full details of our online safety measures please see the security section in our Terms & Conditions.

My credit card is registered abroad; can I place an order to be delivered in the DR Congo, R. Congo and Angola?

At present we accept payments from cards registered to a DR Congo, R of Congo, Angola and other country address as long as it is genuine. In future we are looking to add restriction in order to increase security.

Cancellations

How do I cancel my order?

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, you may cancel your order and obtain a full refund if you request one within 14 days of receipt of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item). This cancellation right does not apply to the products listed as exclusions in our returns policy unless they are faulty.

Delivery

Home delivery: how much does it cost and when will it arrive?

We offer free of charge for home delivery for most of the items. For heavy and long items such as freezer, fridge, sofas, oven & cookers, etc. an extra charge is added at the top of the price according to measurement and weight of the items. Full details of the different delivery charges and delivery date will be provided to you in due process of putting purchase order.

Is international delivery available?

Yes, we do offer an international delivery.

Delivery dates: can I choose a specific day?

We don’t offer a specific delivery day service at the moment.
We try to dispatch all orders as soon as possible, however we offer an estimated ‘latest delivery date’ during the checkout or follow up emails to give you an indication of how long we think we might need. A part from heavy and long items which will require more time for delivery, all other items will be delivered within 3 to 7 days from the date of your purchase order.

Delivery times & tracking

Do I need to sign for my delivery?

For security reasons we require a signature for all deliveries. If you are not available to receive your products, our courier will leave a card with details on where your delivery is and what your options are.

When will I get my order?

We’ll tell you when you’ll get your order. When you go through the online checkout to make your purchase we estimate the date you’ll receive your item/s.
We call this the ‘latest date’ as we hope we’ll be able to get your order to you sooner. We’ll keep you informed during the delivery process by emailing you once it’s been dispatched..
If you ordered a furniture/large/heavy item our couriers will call you to arrange a delivery date that suits you. We use external courier services, so should you need to check or change your delivery date, please get in touch with our couriers using the contact details they have given to you.

Is my order is on its way?

As long you checked out through a registered customer account you can track the progress of your order by logging in to My Account.
If you provided your mobile number when you placed your order, you may receive a text message from our couriers with more information about your delivery dispatch and arrival.
Furniture/heavy/large item orders require a scheduled arrival date, so once you’ve placed your order you’ll get a call from our courier to arrange a delivery day that suits you.

Where is my order?

If you checked out as a registered customer you can log in to your account and see if your order has left our distribution centre. If you provided a mobile phone number you will also receive a text to let you know when your standard or express delivery order is with our courier and on its way to you. We will provide to you information from our logistics partner on how to track from their website the where about of your order.
If you ordered a furniture/heavy/large item our couriers will call you to arrange a delivery date that suits you. We use external courier services, therefore you won’t be able to track those details online. Should you need to check or change your delivery date, please get in touch with our couriers using the contact details they gave you and they will be happy to help.
We don’t currently offer a specific day delivery service, but once your order has left our distribution centre our courier will indicate when you can expect your order to arrive.

Incomplete order: When will the rest arrive?

Due to the size of some orders we sometimes need to send them in more than 1 parcel. If this is necessary, each parcel will have a separate tracking number and you will receive additional notifications from the couriers. You can log into My Account at any time to check how many parcels have been sent and when they are likely to be delivered.
If you have received all your parcels but after checking the delivery note there is a missing item, please contact us so we can investigate for you.

Return and Exchange

How to return an item

1. In store

The quickest way to return an item is to take it back to one of our stores, even if the item was bought online and delivered to you. Please see from home page the address of our store.

How long do I have to return items?

In most cases our 14 day returns policy applies to all orders placed online. If your order was placed online, you have additional rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These rights entitle you to request a full refund within 14 days of receipt. Certain exclusions apply, for full details of our returns policy click here.

Is everything returnable?

There are a few products that cannot be returned unless faulty. These are listed below: mattresses, mattress protectors & toppers, duvets, pillows, bespreads, throws, blankets and items damaged by your own negligence.

What do I need for an in-store refund?

Take the item you wish to return, the payment card used to place the order and your dispatch note. Show all these at the Customer Service Desk in store and we’ll deal with your return immediately.
Please note, if you used PayPal to purchase your order online, your refund will be issued as a credit note.
If you don’t have the card used to pay for the item or have misplaced your dispatch note, we will issue a credit note for the refund value. Credit notes can be used for in store purchases and valid for 2 years from the date of issue.

How do I swap a damaged of faulty item?

If you would like to replace a damaged product and the item is in stock at your local store, you can swap the faulty item for a new item immediately. We would recommend checking the stock is available before visiting our store which can be done easily online.
If you can’t get to a store or if the item you want is not in stock, just contact us and we will arrange for a replacement to be sent out to you.

My order has arrived damaged: What should I do?

If you notice some damage while the courier is still present, ask them the take the item back straight away. If the courier is no longer present, there are three options available to you:
1. Often the quickest way to return a damaged item is to take it back to one of our stores, even if the item was delivered to you and not bought in store. We have stores in most areas of the country, so if you live close enough that’s usually the best option – you can find your nearest store here

Account settings

Do I need to create an account?

You don’t need to create an account, but there are benefits if you do. You can save your payment and delivery details to make future purchases much faster, plus keep track of your orders and delivery progress. You can also get details of upcoming promotions and discount codes by receiving our newsletter.

How do I log into my account?

Click Sign In or My Account located to the top right of our website and enter your email address and password. You don’t need to be logged in before you start shopping as you’ll be prompted to log in to your account when you get to the online checkout.

I’ve forgotten my password: What should I do?

Click on Sign In or My Account at the top of our website, then click ‘Forgotten your password’ and follow the on screen instructions. You’ll be prompted to enter the email address you used when you registered your account, and we’ll send you a new password. You’ll be asked to change this to something memorable when you next log in.

 

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