FAQ

What is Aliexpressgo?


Aliexpressgo is a buying and shipping agent helping Kenyans buy and ship products from Aliexpress to Kenya. We have extensive experience that will ensure that you get the best quality product available among many Aliexpress vendors.

We understand the challenges most Kenyan online shoppers go through when buying from Aliexpress online retail marketplace. As Aliexpress agents, we shall not only display the Aliexpress online store products catalogue, but also help you through the entire shopping experience. Our team of experts will call you to advise on quality, and if you like, even shop for you and deliver at our offiece in Nairobi.

Challenges experienced by Kenyans buying from Aliexpress.com

Aliexpress.com is an affiliate of Alibaba online marketplace. The only difference is that Aliexpress vendors are retail sellers. This makes it easier for you to buy small quantities of whatever is on sale, including something as small as a pair of earrings. While Aliexpress has a wide range of products that any online shopper would love to own, it is not always easy to tell which one is of good quality. Just like online shopping sites in Kenya such as Jumia and Kilimall online shopping Kenya, you will find different vendors selling the same product at different prices. The problem is knowing which one is of superior quality and which one is not. The other challenge with online shopping is ensuring that what you see is what you get.

Here at Aliexpressgo, we shall check the quality for you, buy it for you (optional) and then ship it to Kenya. We have offices in the UK and in Nairobi for quality and convenience.

Why use Aliexpressgo?


We understand the challenges most Kenyan online shoppers go through when buying from Aliexpress online retail marketplace. As Aliexpress agents, we shall not only display the Aliexpress online store products catalogue, but also help you through the entire shopping experience. Our team of experts will call you to advise on quality, and if you like, even shop for you and deliver at our office in Nairobi.

How to Order


Here is a simple guide on how to order at AliExpressgo.

  1. Copy the complete product link in aliexpress.com.
  2. Log-in to our website at www.aliexpressgo.com. Click New Order in top menu.
  3. Paste product link in the space provided. Specify quantity, size & color. Enter your preferred payment method, e.g. Paypal as in the example below. Then, Click Submit & you’re done!

Our Customer Service Team will send you the update within 24 hours. You will receive e-mail notification for every update on your order.
To view your order, go to My Orders. Click View to read all updates by our Customer Service Team.

How to pay


We shall make the order placement process as seamless as possible by offering the most convenient payment options to our Kenyan shoppers. Pay through any of the following:

  1. MPesa

    Aliexpressgo is making it easier for you to pay for your Aliexpress orders via MPesa. This option is available for clients who prefer to pay once the item arrives. All you need to do is give us the link to the items you want to buy then wait for it in Nairobi. Once it arrives in our office, we shall prepare an invoice that you can then settle using mobile money.

  2. Western Union

    You may pay us online which takes 2-3 business days for us to confirm your payment. You may also elect to pay in person at Western Union or MoneyGram locations nearest you by which we can confirm your payment within 24 hours.

  3. Bank transfer (UK Bank or Kenya Bank)

    If you reside in UK and want to buy a gift for family or friends in Kenya from Aliexpress, you can pay to our bank account. In the same way, if you are buying from Kenya you can deposit the funds directly to our Kenyan bank account. Our representatives shall contact you with the bank details if this is your preferred mode of payment. Banks normally charge fixed fee which is ideal for transfers involving larger amounts. Fee depends on your local bank. It takes 2-3 days for us to confirm your payment.

What should I pay if I use your service


AliExpressgo will send you two billings for your order:

The First bill comprises the Product Price, our Service Fee (5%) &local shipping. This is to fund us to buy the product.

Local shipping is based on Seller’s published price. Please note that our service fee (5%) is based on Product Price only.

The Second bill is for shipping to Kenya and delivery fee.

Volumetric Weight / Dimensional Weight

The cost of a shipment can be affected by the amount of space that it occupies on an aircraft rather than the actual weight. This is the volumetric or dimensional weight.

Dimensional Weight is computed as Length (cm) x Width (cm) x Height (cm) / 5000.

Currency accepted


We accept payment in Kenya shillings, US dollars and British pounds.

What if a product is out of stock


Before we send you the first bill for item cost & service fee, we will first confirm with the seller if items are available. Most of the time, stock status in seller’s page is inaccurate or not updated. Once your payment is confirmed, we then buy the item.

However, due to time difference, from confirming stock availability to receipt of your payment, item may no longer be available, especially involving fast moving items. AliExpressgo will inform you of the matter & will seek your advice whether we refund you for your payment or use the amount as credit for future purchase.

Can I cancel my order


Yes, as long as your order is not yet processed by our purchaser. We will refund your payment in full amount to your account. If items in your order were already purchased, you will be charged for Service Fee and Return Shipping Fee, the remainder amount will be returned to your account.

Refunds


If you have funds left in your account, you can either retain the amount for future transaction(s), or request a refund.

Refunds will be send to your MPesa or bank account.

How to track my order


When your package is ready, AliExpressgo will ship it according to you. We will send you a tracking number that you must produce in order to track the order status.

Here is a simple guide on how to check your order status at AliExpressgo.

  1. Go to your Order dashboard.

    Here is the list of order status & their respective meaning:

    • Order Received
      Your order has been successfully received. We will update you within 24 hours.
    • Awaiting Clarification

      1. You did not provide the item link, send us the link in Comments.
      2. The product link is not valid or is broken.
      3. Quantity is not given.
      4. The size & color are not specified, which are necessary when there are different sizes & color variations for the product.
    • Unfulfillable
      Product is not eligible for shipping to Kenya.
    • Order Amount
      We updated you of the total order amount: Item Price + Our Service Fee.
    • Purchase in Process
      Our purchaser is now working on buying your order.
    • Purchased
      Your order has been bought, now awaiting arrival in our warehouse.
    • Packed
      We have finished packing your order.
    • Invoice
      We uploaded the invoice (Item Cost + Service Fee + Local Shipping Fee + Shipping fee to Kenya – First Payment).
    • Payment Complete
      We received full payment.
    • Shipped
      We have shipped your package.
    • Arrived
      You order has arrived.
    • Cancelled
      Your order has been cancelled.
    • Refunded
      We have sent the refund to your account.
    • Abandoned
      You have abandoned your order. Your order is “deemed” abandoned after a lapse of applicable period for storage in our warehouse; provided further, that our team has exerted reasonable efforts to inform you regarding your order status, and that you have failed to respond or gave timely response.
  2. To check updates from AliExpressgo CS team & Purchasing Team, send us an email or give us a call.

Can I get compensation for missing items, damaged and lost parcels?


Generally speaking, yes. We can help you obtain compensation for missing and damaged items which happened during shipping transit time, provided that you have opened and checked the parcel in front of the postman, have him/her signed your documents with remarks, and you have taken photos of it as proof.

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