DELIVERY AND RETURN POLICY
- Delivery is currently available in Lilongwe City only.
- Same day delivery is for goods ordered between 12:00am – 3:00pm. Goods purchased after the specified time will be delivered the next day.
- The cost of delivery shall be calculated for each purchase.
- Please note, orders cannot be cancelled after the goods have been dispatched to you.
- Please check the expiry dates of the goods that have been delivered.
- Unwanted goods can be returned within days of delivery, as long as they are unused and unopened. Items that have been used cannot be returned.
Items ordered on izemall can only be delivered to persons 18 years or older, with an address in Lilongwe City. Goods bought on izemall.com will be delivered only within Lilongwe City. For the cities of Blantyre, Zomba and Mzuzu, dates will be announced when the home delivery shall be effected.
Currently there is only standard delivery service, but in the near future we will be able to provide for express delivery service.
We offer you the following delivery options:
Delivery to your home address
When registering an account with izemall.com, you are asked to enter you preferred delivery address in the address book. However, you can add any other address you want apart from the home address.
Delivery to an alternative address
Where you want goods delivered to another address rather than the saved addresses you can provide the details of the new address in the given space.
- Delivery to your home address
Delivery Time Frame
On “My Orders”, in your izemall account, you will receive an Estimated Delivery Date. Please note that this is not a guaranteed delivery date for your order. Some areas may take longer due to the frequency of deliveries to the delivery area. Our system calculates this estimated time considering the total amount of time to process your order including: packaging and transit time to the delivery address.
When placing your order, we consider these factors when calculating the Estimated Delivery time:
- Order Processing: The amount of time it takes for us to prepare your order for delivery. This typically takes 1 – 3 hours however, some orders may be ready within as few as 1 hour and some may take up to 5 hours or a day.
- Transit Time: The amount of time it takes your order to leave our distribution center and arrive at your address.
When your order is ready. The delivery personnel may contact you using the phone number that you provided in your order. At that time, they may let you know the time they will deliver to your area. Deliveries will be made between the hours of 8am and 5pm.
Any purchase done after 3pm, delivery can be done the same day or the following day in the morning.
Signing for my delivery
Either you or your representative, that is 18 years of age or older, must be present to receive the merchandise at the agreed address. If no one is available to receive the delivery, a re-delivery fee may be applied to your order. This agreement is with you and Izemall. Neither Izemall nor the 3rd party Delivery Company that may be contracted by Izemall to perform the delivery will be held responsible if you decide to hire or assign a 3rd party to accept, receive and sign the delivery note of items without the notations of visible defects of packaging, damaged items, or missing merchandise.
Your responsibility upon delivery
Please be sure to sign the Delivery Order Note in the presence of the Delivery Personnel to indicate your delivery has been received. Examine your order upon delivery to ensure that there are no visible signs of damaged, missing or incorrect pieces. In the event that there are missing, damaged or incorrect packages, please retain the item(s), indicate the problem on the Delivery Note and contact us within 48 hours of your delivery. A signed delivery receipt, without notations of missing, damaged or incorrect item(s) represents your acceptance of the complete order in perfect condition. For any other problem with your order, please refer to our return policy.
There may be circumstances that require additional payment by you if the conditions mentioned have not been met or you require special services outside of our standard delivery. [For example, if you need a specified time window, you were not available for your scheduled delivery, delivery not made due to unsafe conditions, not indicating missing pieces on the delivery note, etc.]
Changes to the delivery address after placing an order
You cannot make any changes to the delivery address once your online order is placed. Orders placed online begin processing immediately in our system to ensure order fulfillment and shipping time. If the delivery address must be changed, your order will have to be cancelled and then replaced. We apologize for any inconvenience.
Tracking the Order
As soon as your payment has been confirmed, izemall personnel with its courier associates will start packing your order. The customer can track the delivery status of the parcel by logging in into their izemall account and click on “My Orders”.
- Delivery Time Frame
CANCELLATIONS, RETURNS AND REFUND
- If you are requesting to cancel your order that is being delivered you must contact us within 2hrs from the time the order was placed. We apologize, orders placed online begin processing immediately at of our fulfillment Centers to ensure order fulfillment and delivery time.
- 2. Please note once your order has been delivered, you will receive a full refund for the value of the merchandise only (including applicable tax); delivery cost will not be refunded.
- If you are not entirely satisfied with your purchase, simply return the item within 3 days form the day you received it, with your receipt. Refunds will be issued in the same method of payment as the original payment. A purchase made with a debit card: a refund will be issued to the original account.
- To be eligible for a return, your item must be unused and in the same condition that you received it. For example, clothes or shoes need to have their tags intact. In addition, your item must be in the original packaging.
- Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
- If your return is approved, we will initiate a refund to your original method of payment. The refund will be less than the transaction fee which is 2.5% of the amount.
- You will receive the credit within a certain amount of days, depending on your mobile money and card issuer's policies
- Please note delivery fees are not refundable once the order has been shipped or if the merchandise is returned to the store.
- Cancellation Policy