Help & FAQs

HOW TO PURCHASE

1. Create an Account

  • Visit the Website: Go to the Elemall website (or app) and find the option to create an account.
  • Sign Up: Provide your email address, create a password, and fill in any other required information to register.

2. Browse and Search for Products

  • Search Bar: Use the search bar at the top of the page to find specific items.
  • Categories: Navigate through different categories to explore products.

3. Review Product Details

  • Product Page: Click on a product to view its details, including price, specifications, reviews, and seller information.
  • Images and Descriptions: Check product images and read the description to ensure it meets your needs.

4. Add to Cart

  • Select Quantity: Choose the number of items you want to purchase.
  • Add to Cart: Click the “Add to Cart” button. You can continue shopping or proceed to checkout.

5. Proceed to Checkout

  • Review Cart: Go to your shopping cart and review the items you’ve selected.
  • Apply Discounts/Coupons: If you have any promo codes or discounts, enter them at this stage.

6. Enter Shipping/Delivery Information

  • Address: Provide your shipping address where the products will be delivered.
  • Shipping Method: Choose your preferred shipping option, if applicable.

7. Select Payment Method

  • Our banking details will be displayed on the checkout page
  • Note that products will only be dispatched for delivery until the money has been received.
  • The provided Order Number will need to be indicated in the payment reference when making a payment. （Note：This is very important, if the Order Number is not indicated, we might not able to located your payment, therefore influence the efficiency of the delivery )
  • Payment Options: Choose a payment method from the available options (EFT, OrangeMoney, Ewallet, Cardless Cash, CashSend etc.).
  • If your orders takes too long, kindly send us an Email to: elemallcustomers01@gmail.com

8.  Banking Details

  • Name: BOTSPRIORITY PTY (LTD)
  • Acc No: 63105329452
  • ORANGE MONEY No; 26775275710
  • EWALLET No;               26775777738
  • Cash/ Swipe On Delivery (Gaborone only)  on this option products will only be given to the customer if the approved amount (listed on the order conformation) are paid.Therefore there is no change of prices when the products is at the door steps of the customers.
  •  If at all a failed transaction occurs and payment is unable to be made the product will be returned to the delivery offices and second delivery will incur deliver costs or customer has to pick it up at the delivery offices.

9. Track Your Order

  • Order Confirmation: You should receive an order confirmation email or notification.
  • Tracking: Use the tracking information provided to monitor the status of your shipment or delivery.

 

SHIPPING AND DELIVERY

l  Shipping options

You may choose delivery on doorstep or shop collection depending on the items in your order and your location. As your orders may be handed over to local carriers for the final leg of delivery, tracking may not be available every step of the way.

l  Shipping address

Please make sure that you have provided the correct and current address for shipping and delivery. You may use home physical addresses, detailed directions or precise location and pin location on google maps for your product access. . Merchandise partners may also indicate in the product listings will be collected at their primary offices.

l  Shipping time and cost

  1. After an order has been successfully paid and confirmed, you will see the estimated delivery time and cost for shipping on your order confirmation page. You will also receive an order confirmation message that will outline the estimated processing time for your order.
  2. The warehouse may take 24hrs days to process your order and all in-stock items will be delivered within 24hrs from purchase after successful communication with customer.
  3. You'll receive a shipment notification message or call from the delivery team that will provide you with the estimated delivery time for each package once it is ready to be delivered. You can view this estimated delivery time under each package in your order history at the same time.
  4. In most cases, your order will be delivered within the estimated time of delivery. Please refer to the tracking information for the most up to date delivery date.

l  Issues regarding delivery

If your package has not been delivered or your tracking information shows that your package has been delivered but you have not received it, please contact our customer service immediately and within an hour days of the order time.

 

RETURN AND REFUND POLICY

  1. How do I make a return
    • Please go to your Elemall account on Elemall.store or on the app to request a refund. If you do not have a Elemall account, please click on "Save your Order" in your Elemall order email to make a return.
    • Find the relevant order in "Your Orders" and click on the "Return/Refund" button.
    • Select the item(s) you would like to return and the reason for the return. Depending on the reason you selected, you may be required to provide further information related to the order. After you provide the required information, click the "Next Step" button to proceed.
    • If you need to return your item(s), you will have the option to choose your return and refund methods. After you submit the request, we will provide you with a return label so that you can return the item(s). Return shipping is free on your first return of one or multiple items for EVERY order within 90 days from the date of purchase.

 

  1. Is the return shipping free?
    • Return shipping is free on your first return of one or multiple items for EVERY order within 24hrs from time of purchase.
    • If you need to return an oversized or overweight item or non working gadget or return items from a remote area you may have to send the items back by yourself and note that you can still use different variety choices of sending. You need to pay the shipping cost in advance. After the items have been returned and have passed quality inspection, we will reimburse you with an equivalent amount of credits.
    • We recommend that you try to send back your return items in one shipment to avoid paying additional fees.
  1. How long do I have before making a return?
    • If an item is eligible for return and refund, you may return it within the return window of 48hrs after the day of purchase.  You may not return an item after the 72hrs window, calculated from the date of purchase.
  1. Important Notice
    • You may not return products damaged by the customer
    • You may only return products that were originally sold and verified from and by Elemall.
    • You may not return a product or item after 72hrs from date of purchase.
    • Huge products or items refund may take longer for refund to be credited to the customer since they will have to be verified and returned to supplier.
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