Frequently Asked Questions

You can find valuable answers to some common questions in this section related to all matters of online shopping.

General

Do you have a catalog?

Currently, we do not have a catalog either in soft or hard copy. New products are being added regularly, almost on a daily basis while discontinued products are also being up-dated regularly making it not practical to have a catalog. Besides, with the product ranges and styles that we are carrying, the product catalog will be too big to download.However, if there is any particular product that you are interested in, please feel free to contact us and we will be happy to help you locate it. Contact Us: https://www.skymartbw.com/contact/

Are these products on your website original?

All our products are Genuine Products. If you have any questions about this, kindly contact our Support Team for further verification. https://www.skymartbw.com/contact/

How do you calculate shipping costs?

Shipping cost is calculated based on the weight and dimension of the product(s) including its packaging. The product shipping weight is sometimes stated on our website page for your convenience. If there are any differences, it is due to shipping agents such as Botswana Post (EMS), DHL, Fedex, who apply volume metric in calculation of parcel weight.Shipping charges are calculated based on the weight of the product(s) including packaging.- For Fedex, DHL, UPS, TNT, USPS (Express/Priority): Rates are charged for every 0.5 kg.Example: for package weight 0.35 kg, it will be rounded up to 0.5 kg.– For Dr. Delivery (within Gaborone only)A flat rate of P25 per package is applied. Example: for package weight 0.65kg, it will be charged P25. Please refer to Shipping and Delivery information page; https://www.skymartbw.com/help/shipping-delivery/

Can I collect the product or package from your shop?

We do not have a physical shop, however you may visit our local order station in Extension 2 Gaborone or we can arrange on a mutual pick-up location for your product or we can provide a door to door delivery service at a fixed fee of P20  in and around Gaborone.

How do i get Skymartbw's latest news and promotions?

You can just subscribe to our newsletter below:
twitter: http://twitter.com/skymartbw
facebook: https://www.facebook.com/Skymartbw

How do i get Skymartbw's latest news and promotions?

You can just subscribe to our newsletter below:
twitter: http://twitter.com/skymartbw
facebook: https://www.facebook.com/Skymartbw

Can I Buy from Skymartbw without creating an account?

No. You need to create an account with us in order to place an order. It is FREE. Here is the link: https://www.skymartbw.com/my-account/

Order

I want to order some products?

Please click on this link here to guide you on how to buy from us. https://www.skymartbw.com/help We accept orders through  our website, by email, fax, or phone. Please ensure that you contact our customer service representative if you are unsure on how to order. You need to register with Skymartbw before placing orders from us. Any products added to your online cart will remain in the cart until you manually remove them, when you checkout and make payments for the ordered item.

How do I get hold of an invoice?

You can have your invoices printed directly after you have created your order. Should you need the invoices to be stamped, please contact our support team.https://www.skymartbw.com/contact

How do i add an item to my cart to order? How do i remove an item from my cart?

Please send us a message at this link here: https://www.skymartbw.com/contact and provide us : – your order number – the product ID and – the quantity that you would like to add/remove from your order. And we will amend your order as requested.

I want to change my address details/shipping-courier/payment method?

Yes, it is possible to change address details/shipping courier/payment method, and it is advisable to inform us before you proceed to make the payment for the order. Please send us a message at this link here:https://www.skymartbw.com/contact

Is it possible to cancel my order and get a refund?

Order cancellation can be done for your order before the order has been shipped out. If the order has already been shipped you cannot cancel the order. Please refer to the Terms & Condition that applies for cancellation request,https://www.skymartbw.com/help/terms-and-conditions/

Can I combine multiple orders together in one shipment? Can I seperate my order into 2 or more packages?

Yes, you can combine 2 orders for one single shipment. In some circumstance, this arrangement is not possible due to the permitted weight & dimension of the package shipment determined by the shipping agent. We will let you know if necessary. Yes, you can separate the order for more than 2 packages and you need to make the extra payment for the shipping cost for each package charges.

What should I do immediately upon receiving my package?

Before signing the delivery note, customers are advised to do the following:

  1. To check the package condition and the tracking number first to match with the details on skymartbw
  2. If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the postman or delivery personnel and check the products inside to ensure that the product are not damaged or missing.
  3. Any damages should be reported immediately and directly to the postman or delivery personnel. Take some clear pictures of the package and items you received and email to us within 24 hours upon receipt of the package.
  4. Customers are immediately advised to proceed to make the claim from the post office for the parcel.
  5. Customers always have the right to reject any packages that have been wrongly delivered to them.

What should I do immediately upon receiving my package via Cash on Delivery or Local Pickup?

Before signing the delivery note, customers are advised to do the following:

  1. To check the package condition.
  2. If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the delivery personnel and check the products inside to ensure that the product are correct and not damaged or missing.
  3. You may reject the package, when you received a wrong product from us as described in the followings conditions:

    – Not the same color. – Not the same design.
    – Not the same functions. – Not the same models.
    – Damage /missing parts.

     

     

     

     

     

     

I received damaged/missing items in my package. What is the procedure for returns policy of exchange?

You are required to make a report to us on damaged or missing item(s) in your package within 24 hours upon receipt of the package. We will not entertain any complaints for damaged or missing items after the 24 hours time frame. Take note that you may also be required to provide us the photos or video files in order to enable us help you resolve the matter promptly. If the product is still within the warranty period, we will either request for return for the defective products and ship you the replacement or get it fixed by our technicians and/or suppliers.Shipping services providers such as DHL and FEDEX will only cover the value of the goods as declared on the shipping invoice if the package is missing or damaged by the shipping agent during the transporting of your goods. Please kindly refer to the term and condition as below:https://www.skymartbw.com/help/terms-and-conditions/

I received the wrong product in my package. What should i do now?

Skymartbw offers a 100% Money Back Guarantee when you have received a wrong product from us, for more details please kindly refer to the following link: https://www.skymartbw.com/help/terms-and-conditions/

Can I exchange my item with the correct one because i bought the wrong model?

Yes, you may exchange the item. You will be required first to return the item to us (Product exchange acceptance may depend on the product availability). You will need to bear the cost of the price difference for the exchanged item, the return and also reshipping cost. As for the returned product, we will also charge you the 30% restocking fee, as the item are no longer acceptable for return to our suppliers/vendors.

Can I return a product if I am not satisfied?

We believe that in order to have the best possible online shopping experience, our customers should be able to make a choice to return a product for whatever reason they are not happy with the purchases. All we ask is that you send the items back to us in the original packaging and in the state you received them with it original packing intact and in un-use condition within 24 hours of receiving the product. If however the item has been used, we will not accept the product.

Payment

What payment methods do you accept?

OUR ACCOUNT DETAILS

Skymartbw (Pty) Ltd
62457231323
First National Bank Botswana,
Mall Branch, 282867

Skymartbw (Pty) Ltd
1801426550701
BancABC Botswana
Airport Junction 550567

 

Account Funds

If you have previously made a deposit into your Sky Account, you may utilise these funds to gain a 3.5% discount on all items you purchase on Skymartbw

Secure Credit or Debit Card Online Payments

At Skymartbw (Pty) Ltd, our preferred payment method is by a secure VISA and MasterCard Credit Card transaction. Your card number will be protected using industry-leading encryption standards as transactions are processed through the Virtual Card Services Terminal.

Online Banking

Online banking transfers are accepted from: , Barclays Bank, Bank Gaborone, Bank ABC, CIMB Bank, Capitol Bank, First National Bank Botswana, Maybank Berhad, Standard Chartered and Standbic Bank

Bank Transfers/EFT/ATM or Teller Deposits into our Business Account at FNB or BankABC

Make your payment directly into our bank account. Please use your Order ID as the payment reference. Your order wont be shipped until the funds have cleared in our account. After making the transfer call 74783718 or 75578640, or email to info@skymart.co.bw and send us notification of the transfer. Please allow 1-3 days of processing time. Thank you

PayPal

Skymartbw (Pty) Ltd accepts payment through Paypal however, since the Botswana Pula (P) is not supported we will convert the amount charged to a supported currency such as the United States Dollar (USD).

Western Union/MoneyGram

SkymartBW (Pty) Ltd accepts payment through Western Union or MoneyGram service.

Go to your local Western Union/Moneygram agent and complete a Person to Person payment with following information. You will incur a fee for the money transfer.

Name: Christopher Kaelo Benn
ID: 865318319
Address: Plot 786, Independence Avenue, Extension 2
City: Gaborone
Country: Botswana
Number: +267 75578640
Email: info@skymart.co.bw

Reference: ORDER ID NUMBER (found in your My Account or Email)

After making a payment please scan the transaction receipt from Western Union or Moneygram and attach the Control Number and email it to us at info@skymart.co.bw as proof of payment in order for us to begin processing your order.

EWallet/Cell by Cell Payment – First National Bank Botswana

SkymartBW (Pty) Ltd accepts payment through ewallet or cell phone banking service with the number 75578640.

To use this payment method, please pay to +267 75578640 (Applies to FNB Botswana clients ONLY)

Pay to Cell Instructions
*130*321# > Pin > Banking > Payments  > Pay 2 Cell >  Enter Number > Enter Amount > Confirm

Ewallet Instructions
*130*321# > Pin > Send Money > eWallet > to Whom > Enter Number > Enter Amount > Confirm

Cheque Payment

SkymartBW (Pty) Ltd accepts payment through cheques addressed to Skymartbw Pty Ltd. Please bring your valid Cheque along to make Purchase. Once your Cheque has cleared and the amount credited into our Account, Your Order will be Processed.

Pay Cash in Person/Swipe at our office

You can opt to pay Cash in person at our office at Plot 786, Independence Avenue, Extension 2, Gaborone, Botswana.

Cash on Delivery – COMING SOON!

Cash on Delivery (Pay Cash upon delivery) will be available within Gaborone and surrounding areas such as Kgale, Tlokweng, Phakalane, G/North, Mogoditshane and Mmopane.

LAY BUY – Valid for citizens and permanent residents of Botswana only

Lay Buy options are available,

1st Payment 50%, 2nd Payment 25%, 3rd Payment 25%. We will process your order immediately after the first payment has been made.

For an LAY BUY please provide the following documents.

1. Copy of Omang/Passport (with valid visa)

2.  Utility Bill with current residential address

3. Income Statement (Bank Statement or employment payroll)

4. Student Status of Enrollment and Sponsorship Status ( For Sponsorship Students only)

For more information please CONTACT US

Do you accept Debit Cards?

Yes, as long as there is a Visa and Mastercard logo on the card it will work on Skymart

How secure is it to make a payment via Paypal?

If you made payment by credit card or by Paypal, all your information are encrypted in Paypal system of which we have no access whatsoever to it.Paypal (http://www.paypal.com) is committed to handling your customer information with high standards of information security. Your credit card and bank account information are stored only in encrypted form on computers that are not connected to the Internet. They restrict access to your personally identifiable information to employees who need to know that information in order to provide products or services to you. They maintain physical, electronic and procedural safeguards that comply with federal regulations to guard your nonpublic personal information. They test our security systems regularly and also contract with outside companies to audit our security systems and processes.

Where do I check to see how much needs to be paid for my order?

To know how much you need to pay for your order purchases, login to your account and click on View Order and then click on the order number to find out how much you need to pay for the order https://www.skymartbw.com/my-account/

What currencies does Skymart accept?

Currently, we only accept Botswana Pula. South African Rand, Namibian Dollar, Zimbabwean Dollar, Zambian Kwacha, UK Pounds and US Dollars. Botswana Pula is used as the official currency for all calculations. Please be reminded to check on the conversion rates before making payment as the rates are updated on a regular basis.

Can I make a payment upon receiving my order?

No. Cash on Delivery is currently not available

Why are payment verification documents required?

Payment verification documents are required when there is uncertainty. This is a precautionary measure taken by us to prevent any unauthorized use of your credit card.You are advised to proceed with bank transfer if you are uncomfortable in providing the documents requested.

8. How long does it take to refund money to my credit card account?

 

How long does it take for a refund to reflect in credit card account?

Refunds, if any upon requests from you, will usually take about 7 to 15 working days from date of approval for refund, to reflect in your credit card account.

Shipping

Are all items eligible for free shipping?

Free shipping is applicable for selected products. Items with the Free Shipping as show below have zero shipping costs regardless of item quantity or your location. We choose the shipping method best suited to the package size and shipping destination.

What shipping agents are available? Can I use my own shipping agents?

You can choose from using international FEDEX, DHL, ARAMAX and for local(Botswana) BotswanaPost, Sprint Couriers, Dr. Delivery and HSD Couriers to ship for your orders. You may not use your own shipping agent.

Will the package be delivered to my Home or Office Address? Will the courier notify me of delivery?

Yes. It will be delivered to address stated on your shipping details if you have provide a valid and updated contact number so that you could be within reach at all times. Failing to contact you, the courier will send Skymartbw notification to assist in contacting you.

I want to change my address details/shipping-courier/payment method?

Yes, it is possible to change address details/shipping courier/payment method, and it is advisable to inform us before you proceed to make the payment for the order. Please send us a message at this link here:https://www.skymartbw.com/contact

When will my order be shipped after confirmation of payment?

Estimated shipping time of the products ranges between 3 – 40 days depending on which shipping method chosen. Unless otherwise specified differently for the shipping time of a particular product or a larger order, below is the normal estimated shipping time from our different branches

  • For orders shipped from Overseas branches, generally the order will be shipped out within 1 to 40 working days.
  • For orders shipped from Botswana branches, generally between 1 – 7 days.

We will notify you by email as soon as we shipped your order. The estimated time of arrival depends on the shipping agents you choose.

When will my package arrive?

Your package shipping time is determined by which shipping option you choose.You have 5 options to choose from

Free Shipping 2-15days

Express Shipping DHL/FEDEX/UPS 4-7days

Airmail 2-3weeks

Air Cargo 1-2 weeks minimum 16KG.

Freight 30-35days

Please refer to the link https://www.skymartbw.com/help/shipping-delivery/

The tracking number provided does not work.

The courier company might take up to 48 hours to update the tracking number into the tracking system. Please contact us again if you are still unable to track your order.https://www.skymartbw.com/contact/

Damaged or missing items.

  1. You are required to make a report to us on damaged or missing item(s) in your package within 24 hours upon receipt of the package. We will not entertain any complaints for damaged or missing items after the 24 hours time frame.Shipping services providers such as Botswana Post, Sprint Couriers, DHL, FEDEX , and will only cover the value of the goods as declared on the shipping invoice if the package is missing or damaged by the shipping agent during the transporting of your goods.

    8. The courier service contacted me. My package is missing. Am I going to be refunded?

     

     

     

     

     

     

     

The courier service contact me, my package is missing. Am I going to be refunded?

We will need some time to investigate with the courier service provider and other relevant parties to check on the status of your shipment in order to ascertain that your package is really missing and the cause of it. Once we received their confirmation status, we will proceed with the loss claim. We will only be able to refund or reship to you the value that is being compensated by the courier company. However, if you have already proceeded to do the loss claim, please provide us your claim case ID and/or any other relevant details/documents so that we could make a referral to the courier service provider for confirmation.No fraudulent or false claims will be tolerated.

Help Center

If you need more in depth information or seek more help click here

Any questions?

Do you wish to get into contact with our support team please click here to contact us

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