Kilimall: How to Report a Scam or Fraud
Scammed by a seller, charged for an order you didn’t place, or contacted by someone claiming to be Kilimall? Here are the official ways to report it in Kenya, read on Kilimall’s own help pages, plus the buyer-protection deadline and where to escalate.
Do this first
- Stop all contact and payments. Kilimall will never ask you to pay outside its own checkout, share a one-time code or install a remote-access app.
- Report it inside the official Kilimall app or website (steps below), not through a link or number you were sent.
- Only call the numbers below. Numbers found on Google, social media or in a message are often fake.
- If you paid by card, bank transfer or a payment app, call your bank’s fraud line now: see Bank Fraud Help.
- Watch the buyer-protection deadline below: claims made late are usually refused.
Kilimall in Kenya
kilimall.co.ke- Customer care:0711 082 780(Mon-Fri 7:00-18:00; Sat 8:00-16:00; Sun 8:00-17:00)
- WhatsApp:0700 163 469
Report a problem or scam: Call or WhatsApp customer care to raise a ticket or dispute with your order number.
Report a seller or listing: Raise a dispute about the seller through customer care.
7-day returns and dispute resolution: Return, exchange or refund if the item is faulty, damaged, wrong, not as described, missing parts or counterfeit. Change-of-mind returns need the item unused in its original packaging; many categories and overseas (Global) orders are excluded. Claim within 7 days of signing for the parcel; report damage within 24 hours.
Email: [email protected]
If Kilimall won’t help:
- Competition Authority of Kenya: File a Consumer Complaint (+254 20 2779000): File a consumer complaint online.
Checked on Kilimall’s own help pages on 5 October 2026. Platforms change their support routes, so if something has moved, use the help section in the official app and tell us. See every platform and country in E-commerce Fraud Help, and report the crime to the police via the cyber agencies directory.