Frequently Asked Questions

Is it necessary to have an account to shop on kitara.ng?

Yes, it is necessary to create an account on KITARA.NG or log into your KITARA.NG account to shop. You will have access to a fast, convenient, personalised shopping experience with customized recommendations and faster check-out.

Why do I see different prices for the same product?

KITARA.NG offers you a very wide selection of products sold by different seller s at competitive prices, hence, you may find different seller s offering different deals for the same product. It is up to you to choose your preferred option

How do I know my order has been confirmed

After placing your order successfully, an e-mail and/or SMS will be sent to you.  We will also reach out to you to confirm your order via mail and/or phone call before shipping your order. Furthermore, we will notify you when the seller ships your order and provide you with the shipping details including the order number(s).

I didn’t get any order confirmation using any of the available payment options. what should i do?

Please contact our Customer Service Team on ​ 07052422505 or so we can help you to resolve the issue.

How can I track my order?

We will send you regular updates about the status of your order via emails and SMS after your order has left our warehouse and is on its way to you. If you do not receive these updates kindly contact us on 07052422505 or contact us here so we can help you to resolve the issue.

You can also track its status by entering your order number on https://kitara.ng/track-your-order/.

How fast can I get my order?

We do our best to get your orders delivered within the time frame listed on the product page or checkout page. You can find more information about our delivery timelines and for premium delivery services for selected products, called kindly contact us on 07052422505.

My order is delayed. what do I do?

We do our best to deliver on time. If in some exceptional cases when we are made aware that your delivery will be late, we will inform you in advance. Where we are unable to meet up with the aforementioned, or in case of any doubt or question, do not hesitate to ​contact our Customer Support Team ​on​ 07052422505 or contact us here.

You can also follow your order’s progress by entering the order number on https://KITARA.NG.ng/track-your-order/.

How do I cancel an order?

You can request to cancel your order online by
1) Signing into your account,
2) Visiting “My Orders”, and
3) Clicking the “Cancel order” button to cancel your order.

While you may instantly cancel orders not yet shipped, please note that shipped orders may get to you before your cancellation request is processed. You nevertheless have the option of rejecting or accepting the order on delivery. You can also call 07052422505 or contact us here to request order cancellation.

Why am I encountering difficulty placing products in the cart?

If you are encountering difficulty placing products in your cart, please make sure that you have made all relevant size and color selections. If you still have problems, this may mean that the item you are trying to buy is sold out. Contact our Customer Service Support Team on 07052422505 or contact us here.

I didn’t receive the invoice for my order. what should I do?

A hard copy of the invoice will always be sent along with your order. If you did not receive an invoice at delivery, kindly contact our Customer Service Support Centre on 0705 2422 505 or contact us here and we will send it to you.

I missed the delivery of my order today. what should I do?

The courier service delivering your order usually tries to deliver on the next business day in case you miss a delivery.

You can check your SMS for more details on when the courier service will try to deliver again. If this wasn’t helpful, contact us here.

My order was confirmed but hasn’t been shipped. what should I do?

Our seller s usually ship orders within 1-2 business days after you place your order so that your orders reach you on time. In the event your order hasn’t been shipped within this time frame after confirming the status on the track order page,  kindly contact our Customer Support Centre on +234 (0)705 242 2505 or contact us here so that we investigate and help resolve.

Are all products listed on kitara.ng new and unused?

All products listed on KITARA.NG.ng are new and unused except products listed under the YARD SALE CATEGORY.  This section is an opportunity for everyone to sell their junk items at competitive prices. Note that products under the Yard Sale category cannot be returned. They can only be rejected at the point of delivery.

  1. How does kitara.ng ensure that all products listed on kitara.ng are authentic and genuine?

We are committed to ensuring our seller s offer our buyers genuine and original products and we take stringent measures to delist seller s that are found erring on quality, value and standards. We will greatly appreciate your help in achieving this feat. kindly contact us HERE if you think a product listed on our website does not meet these standards.

Is it necessary to check product ratings/reviews before buying?

We strongly advise you check what other customers have said about a product before you buy.

How do I find a product on kitara.ng?

You can find what you are looking for by clicking on a category name from the category menu on the website. The category sub-menu shows all the products we have within that category. If you are looking for a specific product, just type the name of the product or brand in the search bar at the top of the page and click Search.

Is free installation offered for all products?, how do I find out if a product comes with free installation?

Free installation is not offered unless specified in the product description. Kindly check the product description of each product to get more details about installation.  For further information kindly contact our Customer Service Centre at 07052422505 or contact us here.

What does 'pre-order' mean?

Items marked ‘Pre-order’ are expected to be released into the market soon and you can pre-book these products with their respective seller s. ‘Pre-order’ can also mean that the product can only be produced specifically for you after you have ‘Pre-ordered and Prepaid’ for the product. ‘Pre-order’ items will be shipped after they have been produced by the seller s or after the products have been officially released by the seller with whom you have pre-booked them. For further information on timelines of release and/or production kindly contact our Customer Service Centre at 07052422 505 or contact us here.

How do I know if a product comes with warranty?

KITARA.NG provides you with the option of returning your product within 7 days after delivery. If you have warranty on your product, potential issues may be covered under the warranty after 7 days.

If a warranty is offered on a product, the warranty period will be displayed on the product page. If you have further questions, please contact our Customer Service Centre at 07052422 505 or contact us here.

When is the start date of my product warranty?

The warranty for your product commences from the date of product order. For further information or any sort of discrepancies, kindly contact our Customer Service Centre at 07052422505  or contact us here.

Do I need to register my product with the brand in order to be eligible for warranty?

Kindly follow all instructions written on the warranty card provided by the brand.

How can I claim warranty for my product?

All product warranties (if any) are covered by the seller hence product warranties may vary from seller to seller . However, you can claim your warranty by presenting your product and the warranty card that came with the product at the seller ’s authorized service centre (if any). For information on the location of the service centres, kindly refer to the details on the warranty card. If there is no warranty card, kindly refer to the user manual or information on the product package. For further information on the service centres, kindly contact our Customer Service Centre at 07052422 505 or contact us here.

 

Is there any possibility of any sort of change in product warranties? if there is a difference between the product warranty card and the warranty information listed on the kitara.ng site, what should I do?

You will always be entitled to the terms listed on the warranty card at the time of purchase. However, the terms of warranty for products may still change over time. In the event of any discrepancy on the warranty card and the warranty information listed on the KITARA.NG site (if any)  kindly contact our Customer Service Centre at 07052422 505 or contact us here.

I did not get a warranty card on a product that came with a warranty. what should I do?

Kindly contact our Customer Service Centre at 07052422 or contact us here. so we can help you to resolve the issue.

I lost my warranty card. how can I get warranty?

Kindly contact our Customer Service Centre at07052422 505 or contact us here so we can help you to resolve the issue.

How do I create an account or register/signup to begin shopping on kitara.ng?

To create an account on KITARA.NG, click https://www.konga.com/customer/account/create/

OR

Click “Your Account” in the top right corner of your screen and then sign up.

You will then be asked to provide some basic information.

When you have provided the required information, click submit to finish the sign-up process.

We will send you an email to welcome you to KITARA.NG

I have forgotten the password to my kitara.ng account. how do I access it?

Click “Your Account” and then “Login” at the top right side of your screen.

Enter your registered email address and click “Proceed”.

Now click the “Forgot Password” button to get an email on your registered account with instructions on how to set a new password.

How can I change the password on my account?

Click “Your Account” in the top right corner of your screen (if you are logged in you would see your name there).

In the contact details box, click “Change Password”

Enter the required information and click “Submit”

What can I do once I sign into my kitara.ng account?

After you create your KITARA.NG account and sign in, we make it easy to control your shopping experience on the site by enabling you to visit the following sections:
– My Profile: You can update your name, contact details (phone/address), and subscribe to the KITARA.NG newsletter.
– My Orders: You can view past and existing orders and take actions like tracking an order.
– Wish list: You can view items you have saved to view later.

How can i change the delivery address on my account?

To change the delivery address to your account:

Click “Account” icon on the top right corner of your screen (if you are logged in you would see “Dashboard”).

Now click “Addresses” on the menu list.

Click on “Edit”, enter the details of the new address and click on “Save this Address”.

Can I add multiple email addresses to login to my account?

To make sure that your account is always secure, multiple email addresses cannot be added. However, you can replace your current email address with a new one anytime from “Your Account”.

Why do I need to provide my email address to sign up?

Your email address helps us provide timely information to you about your order. It also acts as your username and helps you log in.

Would my account be deactivated if i don't use it for a long time?

No your account will not be deactivated if it is unused for a long period of time unless you request it. The only scenario where this can apply is for exceptional cases of customers with very high, repeated order rejection rate.

How can i deactivate my account?

Kindly consider leaving the account unused for any length of time and come back to us whenever you want. However, if you still want to deactivate your account, please contact our Customer Service Center at 07052422505 or contact us here.

Do sellers on kitara.ng ship internationally?

Currently, sellers on KITARA.NG only ship within Nigeria.