Open Track Your Order and enter the order number and billing email used at checkout. Signed-in customers can also open My Account → Orders. Marketplace orders may have more than one parcel, so check each shipment status.

The product page and checkout show the best available estimate for your address. The confirmed estimate appears in the order record. Seller preparation, payment verification, the delivery method, destination, public holidays and disruptions can affect timing. We will notify you of a material delay and explain the available options.

Yes, when the return reason and product qualify. Eligible online change-of-mind purchases may be cancelled within seven days after delivery under ECTA, subject to lawful exclusions and return costs. Wrong, incomplete, transit-damaged and defective goods have separate remedies. Defective goods remain protected by the CPA six-month implied warranty.

The checkout shows the methods currently active for your order. A method is available only when displayed there. Pay only through KemyShopping checkout—never transfer money directly to a seller or driver.

Collection is available only when shown at checkout. Wait for the collection-ready notice; a paid order is not automatically ready. Bring the order reference and required identity or handover verification. Never share a collection or delivery PIN before you have the correct parcel.

Open Sell on Kemy, read the seller requirements and submit the application. Approval is not automatic. We verify identity, contact and banking details, product sourcing, authenticity, fulfilment ability and acceptance of the final seller agreement and commercial schedule.

Email support@kemyshopping.co.za immediately with the order number and correct address. We can change an address only before dispatch and after any required security check. Once a parcel is with a driver or courier, rerouting may be unavailable or may require a disclosed additional charge.

Use the Contact Us form or email support@kemyshopping.co.za. Include your order number, product, issue, preferred outcome and supporting photos or video where relevant. Never send your password, OTP, card PIN or banking password.

Request cancellation immediately from My Account or support. If fulfilment has not started, we will cancel and submit the refund. If the seller has packed or the parcel has been collected, it may need to follow the returns process. Cancelling an order does not itself stop a Payflex or other provider schedule until that provider confirms the adjustment.

After a return or cancellation is approved, KemyShopping submits the refund to the original payment method. Bank and payment-provider processing times vary. Payflex refunds are sent through Payflex, and you must continue following the payment schedule until Payflex confirms the change. ECTA refunds for an applicable cooling-off cancellation are made within the period required by law.

Keep the item, packaging, shipping label, accessories and serial or IMEI information. Contact support as soon as reasonably possible with clear photos. Do not send it directly to the seller. We will coordinate collection and the correct replacement, refund or other remedy.

All qualifying consumer goods carry the CPA implied warranty of quality. Defective goods may generally be returned within six months after delivery for the statutory remedy chosen by the customer, subject to the Act. Any longer manufacturer or seller warranty shown on the product page is additional.

Sellers must list only genuine, lawfully sourced devices and must disclose whether a phone is new, pre-owned or refurbished, together with material repairs, battery health, network status, warranty and included accessories where relevant. KemyShopping may verify invoices, IMEI or serial records and activation-lock status.

A single basket may produce separate seller fulfilment records and parcels. Each item keeps its own seller, packing, collection, tracking, delivery, return and warranty record. You will not be charged an undisclosed extra delivery fee after checkout.

No. Payflex is available only when it appears as an active method at checkout. Payflex makes its own eligibility decision and manages the payment plan. KemyShopping remains responsible for the goods, delivery and product-related customer support.

No. A short change-of-mind or online cooling-off period is different from the CPA remedy for defective, unsafe or poor-quality goods. Contact support even if an in-app quick-return button is no longer visible; qualifying statutory defect claims remain available for the applicable legal period.