Frequently asked questions

You can add products from several stores to one cart. Items are grouped by store, and you pay once at checkout. Each store prepares and ships its own items.

Open My orders in your account, or use the Track order page with your order number. Guests need the phone number used at checkout. Import requests use your IMP reference.

Contact support as soon as possible with your order number. Orders that have not shipped can usually be updated or cancelled. For Import For Me cancellations and refunds, see the Import For Me section below.

Send a product link or description through Import For Me. We check availability and lawful import rules, then send a quotation with an itemised landed price. Submitting a request is not an order and does not charge you. Nothing is procured until you approve the quote and pay as instructed.

Unless the quotation states a different validity period, it is valid for 24 hours from issue. Supplier prices, freight rates and exchange rates can change quickly, so expired quotes cannot be approved. If a quote expires — or costs change before you accept — ask us for a revised quotation.

Your quotation itemises the costs that make up the delivered price, typically: (1) supplier / purchase price, (2) international freight, (3) estimated customs duties and taxes (VAT where applicable), (4) clearance and related logistics fees, (5) local delivery in Zimbabwe where shown, and (6) Zimora markup. The default markup is 40% of the full landed cost (not of the supplier price alone). Markup is a Zimora service charge — it is not a government tax or customs duty. We do not add undisclosed charges after you accept; if a new lawful cost arises (for example from incorrect details you supplied), we disclose it before proceeding where practicable.

Duties, VAT and clearance depend on the product’s tariff classification and Zimbabwean import rules. Figures on a quote are estimates until classification and clearance are confirmed. Your quote shows estimated duties/taxes as separate lines where they apply. Do not assume a quote is tax-inclusive unless it expressly says so. Restricted or unlawful goods are refused — see “Are there products you will not source?”

Delivery time depends on supplier stock, the freight route (including any consolidation), customs inspection and your destination city in Zimbabwe. Where available, your quotation includes an estimated delivery period — treat it as an estimate, not a guaranteed courier booking. Delays can occur due to stock, transport, weather, customs holds or incomplete customer details. Track progress with your IMP reference in your account or on the Track order page.

Yes, before you approve a quotation you may withdraw at no cost — a request alone is not a paid order. After you approve a quote but before we pay the supplier, contact support immediately with your IMP reference; we cancel where the purchase has not yet been placed and confirm in writing. After the supplier has been paid or goods are in transit, cancellation may not be possible and any refund depends on supplier and carrier rules (see refunds below).

If you withdraw before approving a quote, nothing was charged. If you paid and we cancel before supplier purchase, we refund according to the payment method used. If the supplier cannot fulfil, we refund or issue a revised quote for your approval. Once goods are ordered from the overseas supplier, refunds are limited — many international items are non-returnable; we follow supplier/carrier outcomes and applicable Zimbabwean consumer law (including any cooling-off rights that apply). Contact support with your IMP reference to start a refund request.

Nothing is charged before you approve the quotation. Visa / Mastercard — paid only after you approve the quotation (instructions from our team). Cash on delivery is available for eligible local marketplace orders only. It is not available for international imports.

Yes. We refuse restricted or unlawful goods such as prohibited weapons, illegal drugs, counterfeit items, restricted pharmaceuticals and certain hazardous materials. If a product cannot be imported lawfully, we will decline the request rather than issue a misleading quote.

Local marketplace orders: Visa / Mastercard, Cash on delivery. International imports (Import For Me): Visa / Mastercard — paid only after you approve the quotation (instructions from our team). Cash on delivery is available for eligible local marketplace orders only. It is not available for international imports. Only methods that are integrated, configured and enabled are offered — we do not list inactive gateways.

No. Cash on delivery is available for eligible local marketplace orders only. It is not available for international imports.

Card details are entered in a secure form provided by our payment processor. We never see or store your full card number or security code.

For local checkout, your card is charged when payment is confirmed server-side. For imports, payment follows quotation approval and the instructions our team sends. A browser success page alone does not prove payment.

Local marketplace delivery fees depend on the shipping method at checkout. For Import For Me, local delivery in Zimbabwe is included in the landed quotation where shown as a line item — see “What does the landed / delivered price include?” above.

Eligible local marketplace items can be returned in their original condition within the store return window. International Import For Me items may be non-returnable once ordered from the supplier — see Import For Me cancellations and refunds above, and the Terms.

Create an account, then apply through the Sell on Zimora page. Our team reviews applications and activates approved stores.

Earnings from delivered orders are available in the vendor dashboard, where vendors can request payouts.

Email our privacy contact, or use the Contact form with topic “Privacy / data request”. We respond within 30 days. See the Privacy policy for full rights under Zimbabwean law.