Frequently asked questions
Ordering, payment, delivery and returns.
Ordering
How do I order?
On the website, add items to your cart, enter your address, choose delivery or in-store pickup, then payment. You can order without creating an account. You can also order in store or on WhatsApp at +243 816 519 936.
Can I order an item that is out of stock?
Yes. We then order the item for you. Indicative delivery within 7 to 15 days, sometimes sooner, depending on product availability. Our team confirms the quote and timing within 24 hours.
I can't find the item I want.
Fill in the Order an item form. Describe the item and add photos or links. We reply with a quote.
How do I follow my order?
We keep you informed at each step by email, and by WhatsApp if you have agreed to it: order confirmed, payment received, order ready or on its way, then delivered. Your orders and invoices are also in your customer account.
Payment
Which payment methods do you accept?
M-Pesa, Illicocash, bank transfer to our Equity BCDC account, cash and bank card in store, or payment on delivery. Prices are shown in US dollars. You can pay in Congolese francs at the exchange rate of the day.
Can I pay on delivery?
Yes, for orders of up to 150 USD including delivery. For a first order above 100 USD, we ask for payment before dispatch.
Which number should I pay to?
Only to the numbers and account shown on your PatShopper order, quote or invoice, quoting your order number. We never ask you to pay to another number or to another person.
Delivery
How much does delivery cost?
From 2 to 4 USD depending on your commune in Kinshasa, free from 200 USD of purchases. Pickup at Galleria Mall is free. See the Delivery page.
How long does delivery take?
In-stock item: usually 24 to 72 working hours. Item ordered for you: 7 to 15 days as an indication, confirmed by our team within 24 hours. Special order: the date shown on the quote.
Do you deliver outside Kinshasa?
We deliver within the city of Kinshasa. For any other address, write to us on WhatsApp before ordering. We will tell you the cost and timing.
Returns
Can I cancel an online order?
Yes, within 72 hours of ordering, as long as it has not been dispatched. Write to info@pat-shopper.com with your order number. We refund you within 72 hours.
The item I received is faulty or not what I ordered.
Tell us within 7 days of delivery, with a photo, and send it back in its original packaging. We arrange and pay for the return. Then we replace, repair, exchange or refund it, as you choose.
Can I exchange an item I don't like?
Apart from cancellation and faulty items, we do not take back items for convenience (size, colour, change of mind). Ask us for advice before buying, in store or on WhatsApp. See Returns.
Authenticity and special orders
Are your items authentic?
Yes. We buy from brands, their authorised distributors and department stores, and we check every item. If an item ever proved counterfeit, we take it back and refund you.
What is a special order?
An item we bring in for you. We send you a quote with the planned delivery date. A 70% deposit is due when you sign; the balance is paid before or on delivery.
Loyalty and contact
How does the loyalty programme work?
You earn 1 point per dollar spent. From 100 points, each point is worth 0.05 USD off. A purchase that is already discounted earns no points. See Loyalty.
How can I contact you?
WhatsApp and phone: +243 816 519 936. Email: info@pat-shopper.com. Store: Galleria Mall, level 2, Gombe, open every day until 7 pm. We answer complaints within 72 hours.