DELIVERY AND RETURN POLICY

  1. Izemall Delivery

    Items ordered on izemall can only be delivered to persons 18 years or older, with an address in Malawi. Using our partner courier company, goods bought on izemall.com will be delivered anywhere in Malawi. For the cities of Lilongwe, Blantyre, Zomba and Mzuzu the products will be delivered at the home address. For all other districts and townships currently, goods will be collected from the nearest Post Office.

    Currently there is only standard delivery service, but in the near future we will be able to provide for express delivery service.

  2. Delivery Locations

    We offer you the following delivery options:

    1. 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

    2. 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.

    3. Delivery to the nearest Post Office.

      In towns and other areas outside of the major cities, customers will have an option of having their goods delivered to the nearest post office.

    4. Pick-up in store

      A customer can choose to buy online and pick the product on his or her own from the physical shop. When a customer opts for this option, then they will not be required to pay the delivery cost.

  3. In-Home Deliveries

    A 3rd party vendor has been contracted to perform your delivery service. In order to ensure that your delivery is successful, your participation is needed. Below are answers to commonly asked questions about IZEMALL home deliveries:

    1. 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 date considering the total amount of time to process your order including: packaging, transit time to the delivery provider, and transit time to the delivery address.

      When placing your order, we consider these factors when calculating the Estimated Delivery Date:

      • Order Processing: The amount of time it takes for us to prepare your order for shipping. This typically takes 1 – 4 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 the local delivery carrier.

      When the delivery provider receives your order and is ready to schedule a delivery date/time, they may attempt to contact you at the telephone number that you provided in your order. At that time, they may let you know what days of the week they are able to deliver to your area. Deliveries will be made between the hours of 8am and 5pm on the delivery day. The delivery company might call you prior to the scheduled delivery and provide you with an approximate time window. The delivery company will make every effort to deliver within the time window provided.

      For orders done from shops within the same city, and done anytime in the morning up to 2pm, delivery will be done the same day. Any order done after 2pm delivery can be done the same day or the following day in the morning.

      For orders done from shops from another city, delivery will take a minimum of a day and maximum of 2days.

    2. 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 has been contracted by Izemall to perform the delivery will be held responsible if you decide to hire a 3rd party contractor to accept, receive and sign the handover of items without the notations of visible defects of packaging, damaged items, or missing merchandise.

    3. Your responsibility upon delivery

      Please be sure to sign the Delivery Order Note in the presence of the Delivery Company representative 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.

    4. Additional fees

      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.]

    5. 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.

    6. 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”.

  4. CANCELLATIONS, RETURNS AND REFUND

    1. Cancellation Policy
      1. If you are requesting to cancel your order that is being shipped 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 shipping time.
      2. Please note once your order has shipped, you will receive a full refund for the value of the merchandise only (including applicable tax); shipping and handling will not be refunded.
    2. Return Policy
      1. If you are not entirely satisfied with your purchase, simply return the item within 7 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.
      2. 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.
    3. Refunds
      1. 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.
      2. 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.
      3. You will receive the credit within a certain amount of days, depending on your card issuer's policies
      4. Please note delivery fees are not refundable once the order has been shipped or if the merchandise is returned to the store.