FAQ

MY ACCOUNT & MY ORDERS

What is My Account?

We've made it easy for you to view and update your account and orders any time through "My Account". "My Account" allows you complete control over your transactions at Konga.com. You can;
  • manage/edit all your personal data like address, phone numbers, email ids
  • change your password
  • track the status of your orders

How do I know my order has been confirmed?

Once your payment has been successfully made, your order is processed internally (and immediately). Konga.com will send a confirmation mail for your order, to the email address associated with your Konga.com order/account.
In this mail you will be provided with a unique Order ID (eg. R123456789) for your reference with our customer service team, a listing of the item/s you have ordered and an expected time of delivery

Is it possible to order a product that is 'Out of Stock'?

Unfortunately, we do not have these products available for sale, but please use the "Notify Me" feature and we will let you know once it is available for sale at Konga.com.
SHOPPING

Is it necessary to have a Konga.com account to shop?

While it is not necessary to have a Konga.com account to shop and purchase items, it is certainly recommended to have one. You can shop by providing just your email ID.
WALLET

What is the Wallet?

The Wallet is a prepaid purse that enables one to shop on Konga.com multiple times by making a payment only ONCE. You make a payment for a certain amount and this will be added to your account as prepaid balance in your Wallet. When you make an order, you can choose to use the Wallet as the mode of payment and the amount will be deducted from the balance in your Wallet.

Why should I use the Wallet?

Using the Wallet to place orders on Konga.com allows you to benefit from the following advantages:
  • Make one payment and shop multiple times
  • Simpler and faster check-out process
  • No more worries of failed payment transactions

How do I sign up for a Wallet?

All you need to do is Sign-Up or Log-In to your Konga.com account to begin using your Wallet.

How do I put money into my Wallet?

In order to top up or recharge your Wallet;
  • Log in to your Konga.com account
  • Go to the Wallet page in the Accounts section
  • Select your payment option here
  • Enter the amount you want to top-up with • And go through the checkout process

How much money can I put into the Wallet?

The upper limit on each Wallet top-up is N1Millon.

How do I view my Wallet balance?

In order to view your Wallet balance;
  • Log in to your Konga.com account
  • Go to the Wallet page in the Accounts section also, once you log in, the Wallet balance will be visible in the header section of Konga.com.

How do I use the money in my Wallet?

In order to use your Wallet balance;
  • Add items to your cart
  • Go through the check-out process
  • Click use Wallet to pay for this order
  • And click place order

What do I do if my Wallet balance is insufficient?

In case your Wallet balance is lower than the total amount payable, you can make a partial payment using your Wallet and then pay the remaining amount using any of the other prepaid payment options. Please note that Pay-on-Delivery can be combined with a Wallet payment.

How does the Wallet redemption work?

For redemption, please note that credits in your Wallet from Gift Cards are NOT REFUNDABLE. Wallet redemption is only possible on payment made through cash deposits/transfers and card payments.

Can I transfer my Wallet balance?

No, the Wallet is associated with your Konga.com account only. The Wallet balance in your account cannot be transferred to other accounts.

What is the Refund Policy for the Wallet?

The refund policy of the Wallet is governed by the type of balance you maintain in your Wallet account. 

  • Topped-Up Balance: This component refers to the prepaid credit balance in your wallet that you have purchased using your Bank transfers/Deposits, online payments and card transfer for use.
  • Gift Cards: This is a non-monetary gift issued by Konga.com that can be used to purchase featured products. The amount residing in this component is not refundable.

Is there any expiry date for the balance in the Wallet?

No, there is no expiry date for the Wallet balance. You will be able to use your Wallet balance at any point of time.

Can I delete my Wallet?

Since a Wallet is associated with an account, it cannot be deleted separately. However, the usage of Wallet it totally up to your discretion. You can choose to not use your Wallet at all and this will not interfere with any of the normal flows.
PAYMENTS

How do I make a payment for a Konga.com purchase?

Konga.com offers multiple methods to make payments for your order:
  • Pay on Delivery
    • Cash Payment: We accept cash on delivery of your ordered item(s) only to a maximum of N100, 000.00 (One Hundred Thousand Naira Only) only in select Local Government Areas. Click Cash Payment LGA to see areas covered.
    • Point of Service (POS) Payment: We accept Visa and Mastercard using our secure POS terminals on delivery of your ordered item(s). There is no maximum or minimum limit on the transaction amount on this payment method.
  • Bank Deposit
    Walk into any Zenith Bank or Guaranty Trust Bank nationwide to credit your Konga.com wallet by paying cash into any of our accounts listed below and following these easy steps;
    Bank: GTBank
    Account Name: Konga Online Shopping Limited
    Account Number: 0113287948
    OR
    Bank: Zenith Bank
    Account Name: Konga Online Shopping Limited
    Account Number: 1012920601
    OR
    Bank: Diamond Bank
    Account Name: Konga Online Shopping Limited
    Account Number: 0030118329
    OR
    Bank: UBA
    Account Name: Konga Online Shopping Limited
    Account Number: 1016671969
    OR
    Bank: FCMB
    Account Name: Konga Online Shopping Limited
    Account Number: 2027826026
    OR
    Bank: Stanbic IBTC
    Account Name: Konga Online Shopping Limited
    Account Number: 0003483241
    OR
    Bank: First Bank
    Account Name: Konga Online Shopping Limited
    Account Number: 2022359298

    Please email teller number to pay@konga.com after making deposit
  • Bank Transfer
    You can credit your konga.com wallet by means of electronic transfer, see steps below.
    Konga.com and our trusted payment gateways use SSL encryption technology to protect your card information.

    Bank: GTBank
    Account Name: Konga Online Shopping Limited
    Account Number: 0113287948
    Remarks: Your email address
    OR
    Bank: Zenith Bank
    Account Name: Konga Online Shopping Limited
    Account Number: 1012920601
    Remarks: Your email address
    OR
    Bank: Diamond Bank
    Account Name: Konga Online Shopping Limited
    Account Number: 0030118329
    Remarks: Your email address
    OR
    Bank: UBA
    Account Name: Konga Online Shopping Limited
    Account Number: 1016671969
    Remarks: Your email address
    OR
    Bank: FCMB
    Account Name: Konga Online Shopping Limited
    Account Number: 2027826026
    Remarks: Your email address
    OR
    Bank: Stanbic IBTC
    Account Name: Konga Online Shopping Limited
    Account Number: 0003483241
    Remarks: Your email address
    OR
    Bank: First Bank
    Account Name: Konga Online Shopping Limited
    Account Number: 2022359298
    Remarks: Your email address
  • Gift Cards

Are there any hidden charges when I make a purchase on Konga.com?

There are absolutely no hidden charges when you make a purchase with Konga.com. We offer free delivery on every order above N5,000 within the Lagos Metropolis, otherwise you will be charged an additional N500 for delivery within Lagos. The prices listed for all items are final and all-inclusive. The prices you see on our product pages are exactly what you pay for the item.

What is Pay on Delivery?

Pay-on-Delivery (P-o-D) is an alternate method of purchasing from us, other than Online Payment. In the P-o-D payment terms or P-o-D service, you pay at the time of the actual delivery with cash or by using our Point of Service (POS) terminal, rather than paying in advance.

What are the methods of P-o-D payments?

Point of Service (POS) and Cash.

Are there any hidden terms and conditions for a P-o-D purchase?

The maximum order value for a Cash P-o-D payment is N100,000. There is no limit on the POS P-o-D payment. It's strictly a cash or debit card only payment method; e-Gift Vouchers cannot be used for P-o-D orders. Please note,we do not accept foreign currency as payment against a P-o-D order.

How do I pay using a Debit card and is it safe?

We accept all cards such as VISA, Verve and MasterCard - only Nigerian cards are supported. Customers will need to key in their 16-digit Debit Card number and the 3 digit CVV Code (Card Verification Value - found on the back of the card) and complete the payment flow. All Debit card details remain confidential and private. Konga.com and our trusted payment gateways InterSwitch, use SSL encryption technology to protect your card information.

Debit Cards

We accept Debit Cards issued by all the Nigerian banks.

Placing a Pay-on-Delivery (P-o-D) Order

  1. All items that have the "Pay-on-Delivery Available" Icon are valid for order by Pay-on-Delivery. Add the item(s) to your cart and proceed to checkout.
  2. When prompted to choose a Payment Option, select "Pay By Pay-on-Delivery"
  3. Enter R123456789 text as shown, for validation.
  4. Once verified and confirmed and be processed for shipment in the time specified, from the date of confirmation.
  5. You will be required to make payment by cash or POS to Konga.com dispatches, only at the time of delivery of your order.

Terms & Conditions

The maximum order value for cash P-o-D is N100,000.00 · e-Gift/Gift Cards Vouchers cannot be used for P-o-D orders/ · Please make ONLY Cash or POS Payment or at the time of delivery.

Contact Us

Couldn't find the information you needed? Please contact us on help@konga.com OR 01 460-5555.
ORDER STATUS

How do I check the current status of my orders?

You can review the status and other information of all your orders, whether pending or fulfilled, that you have placed with Konga.com. To check the status of your pending orders;
  • Click on the “My Account” link in the top right of any page on our store.
  • Click on the “My Orders” link to view the status of all orders
To view a different order status of a specific order; Click on the “Order Number” After your order is dispatched from our warehouse, we will send you a mail with the dispatch details.

What do the different order status mean?

  • Payment Pending Authorization: Your order has been logged and we are waiting for authorization from the payment gateway.
  • 
Payment Authorized, Order under Processing: We have received authorization from the payment gateway and are processing your order.
  • Order Dispatched: Your order has been dispatched out of our warehouse and is on its way to your delivery location.
  • Order Canceled: The order was canceled.

When and how can I cancel an order?

You can cancel your order before it reaches the "Order dispatched" state. You can do so by calling us on 01 460-5555.

Contact Us

Couldn't find the information you needed? Please contact us on help@konga.com OR 01 460-5555.
DELIVERY

How much are the delivery charges?

Starting from June 26th 2014,  the cost to ship items on konga.com is a flat "per shipment" cost irrespective of the number of items in the shipment.  If your delivery destination is  Lagos state, the cost is currently ₦500.00 while the cost is currently ₦1500.00 for delivery to all other States in Nigeria.

What is the estimated delivery time?

The estimated time of delivery is mentioned on every product page. Please read below for an explanation of delivery estimates: 


  • Mentioned as 1-5 business days within Lagos, 4-6 business days outside Lagos and 7 days for Marketplace orders.
  • We ship the items within the time specified on the item details page.
  • With every order, you will receive an email containing the details of the order placed by you. This will be followed by a call to verify your purchase and initiate shipping
  • Once we ship the item(s), you will receive another email containing the shipping details.

How will the delivery be done?

We process all deliveries within Lagos through Konga.com dispatches, whilst other deliveries to other states in Nigeria will be processed through reputed couriers. 

If there is no courier service available in your area, we will dispatch to the nearest Konga.com pick-up point. 

All Electronic Items are Insured for theft & damages during transit.

What about warranty and hidden costs?

There are no extra taxes, hidden costs or additional dispatch charges. The price mentioned on the website is the final price, what you see is what you pay. Our prices are all inclusive, all taxes are included with the list prices.

Why does the estimated delivery time vary from product to product?

Items which are labeled 'In Stock' on their respective product pages are stocked in our various warehouses and takes 1-5 business days to reach our customers, depending on your location.

Does Konga.com deliver internationally?

Konga.com doesn't deliver items internationally. You are more than welcome to make your purchases on our site from anywhere in the world, but you'll have to ensure the delivery address is within Nigeria.
COURIER

How are items packaged?

All items are carefully packaged at our warehouses - as to avoid any form of damage. We ensure the package is water proof with plastic wrap and fragile (electronic) items are safely secured with bubble wrap.

What should be done if I find my electronic product has been opened or tampered with upon delivery?

All electronic items are insured against theft and damages incurred during transit.

How can I track the delivery of my order?

All Konga.com items are delivered through reputed dispatches (including our own internal dispatchers- Konga.com Logistics) - who will provide you with a Tracking ID for your order by which you can track your delivery on the respective websites of dispatchers.
CANCELLATIONS & RETURNS

How do I cancel an order on Konga.com? Alternatively, how do I return a product ordered on Konga.com?

For outright cancellations by you: If you cancel your order before your product has been dispatched, we will refund the entire amount. If the cancellation is after your product has been dispatched, you can do one of the following:
  1. If your product has been dispatched but has not yet been delivered, contact Customer Support and inform them of the same. Please note, you will be refunded only the product cost and not the delivery charge.
  2. If you have received the product,you can only cancel the order if the product received has not been opened. Also, you will only be refunded the product cost and not the delivery charge.
  3. If you have received a damaged or defective product, you can get a replacement within 7 days of delivery at no extra cost to you. The 7 Day Replacement Guarantee is applicable to all physical products sold on Konga.com
Note: All Electronics are Insured against theft and damages incurred during transit. If you receive a package that is open or looks to have been tampered with, do not accept it. Contact Konga.com Customer Care on 01-460-5555 or write us at help@konga.com , and we will have the issue quickly resolved.

The following will not be eligible for return or replacement -
  • Damages due to misuse of product
  • Incidental damage due to malfunctioning of product
  • Any consumable item which has been used or installed
  • Products with tampered or missing serial / UPC numbers
  • Any damage / defect which are not covered under the manufacturer's warranty
  • Any product that is returned without all original packaging and accessories, including the box, manufacturer's packaging if any, and all other items originally included with the product(s) delivered;
PRODUCT REVIEW CREATION GUIDELINES

Guidelines For Writing Product Reviews

Product reviews on konga.com are a great way to help other customers decide what to buy, and what to avoid. Here are some tips to writing great product reviews:
  • Have you used this product?
  • It's always better to review a product you have personally experienced.
  • Educate your readers
  • Provide a relevant, unbiased overview of the product. Readers are interested in the pros and the cons of the product. Make sure your review stands the test of time, and what you write today is relevant even after years.
  • Be yourself, be informative
  • Let your personality shine through, but it's equally important to provide facts to back up your opinion.
  • Get your facts right.
  • Nothing is worse than inaccurate information. If you're not really sure, research always helps.
  • Stay concise
  • Be creative but also remember to stay on topic. A catchy title will always get attention!
  • Easy to read, easy on the eyes
  • A quick edit and spell check will work wonders for your credibility. Also, break reviews into small, digestible paragraphs.

What's Not Allowed?

Customer reviews should be relevant to the product in question. The product review section on konga.com is for you to share your opinion on the product, and for other customers to research better. Konga.com reserve the right to remove reviews that include any of the following:
  • Irrelevant review (Review consisting of a combination of random characters random words, repeated content, reviews on another product.)
  • Service feedback, including availability, order or payment related queries (Please use the Contact Usform for the same)
  • HTML embedded in text
  • References to other retailers
  • Pricing related comments
  • Personal information (Phone numbers, postal address, email address and others)
  • Profane comments
  • Inflammatory comments
  • Copyrighted comments
  • Plagiarized content. (Any content found elsewhere on the Internet, even if you're the original author.)
  • Promotional content
  • Reviews by or on behalf of a person or company with a financial interest in the product or a competitor's product (reviews by authors, artists, publishers, manufacturers without disclosure)
  • Reviews written for any form of compensation
  • Reviews given using fake ids, irrelevant user email ids
  • Asking for helpful votes
  • Review in any language other than English (unless there is a clear connection to the product, like a regional book or a regional music album)
  • Feedback about errors in the product description (Please use the feedback form at the bottom of the product page).