Question 1

Is Evercart a real Zambian business?

Accepted Answer

Yes. We are registered and operated in Zambia. We are online-only, which is how we keep prices lower than a shop with rent to pay.

Question 2

What is EVERCLUB?

Accepted Answer

Our loyalty programme. You earn points on delivered orders, and higher tiers earn faster. Points are redeemable against future orders.

Question 3

How do I earn points?

Accepted Answer

One point for every K10 spent, credited once your order is delivered. Referrals earn a bonus too.

Question 4

How do I reset my password?

Accepted Answer

Use the "Forgot password" link on the login page and we will email you a reset link.

Question 5

How long does delivery take?

Accepted Answer

In-stock items: 1–3 days in Lusaka, 2–5 days elsewhere. Sourced items: 10–21 working days, shown per product.

Question 6

How much is delivery?

Accepted Answer

It depends on your zone and is calculated at checkout before you pay. Lusaka orders above the free-delivery threshold ship free.

Question 7

Do you deliver outside Lusaka?

Accepted Answer

Yes, to all ten provinces through our courier partners.

Question 8

How do I track my order?

Accepted Answer

Use the Track order link in the footer with your order number and the email or phone you used. No account needed.

Question 9

How do I place an order?

Accepted Answer

Add items to your cart, open the cart, and tap Checkout. You can order as a guest — an account just saves your addresses and rewards.

Question 10

Do I need an account to buy?

Accepted Answer

No. Guest checkout is fully supported. You can create an account afterwards and your order will be linked to it.

Question 11

Can I change or cancel my order?

Accepted Answer

Yes, before it is dispatched or, for sourced items, before we place the supplier order. Message us with your order number as soon as possible.

Question 12

Do I need an account?

Accepted Answer

No. You can check out as a guest. An account gets you order tracking, saved addresses, and Everclub points.

Question 13

Can I order from outside Zambia for family at home?

Accepted Answer

Yes. Pay by card, put their Zambian address as the delivery address, and add their phone number so our driver can reach them.

Question 14

Which payment methods do you accept?

Accepted Answer

MTN MoMo, Airtel Money, Zamtel Kwacha, Visa and Mastercard, Apple Pay and Google Pay, and bank transfer. Cash on delivery is not available yet.

Question 15

I did not get the mobile money prompt. What now?

Accepted Answer

Wait 60 seconds and tap Resend prompt. Check your balance covers the amount plus the network fee. If it still does not arrive, message us on WhatsApp with your order number.

Question 16

Are prices in USD?

Accepted Answer

No. Prices are charged in Zambian Kwacha. Any USD figure is an approximate guide for comparison only.

Question 17

Is my card safe?

Accepted Answer

Yes. Card payments are handled on our provider's secure page with 3-D Secure. Evercart never sees or stores your card number.

Question 18

Can I pay with MTN, Airtel, or Zamtel money?

Accepted Answer

Yes — all three, plus Visa and Mastercard, plus bank transfer.

Question 19

Is my payment safe?

Accepted Answer

Payments are processed by a licensed payment provider. We never see or store your card details or your mobile-money PIN. No Evercart staff member will ever ask you for your PIN or password.

Question 20

Are your products genuine?

Accepted Answer

Yes. We source from authorised retailers and distributors abroad. If you ever receive something you believe is not genuine, send it back at our cost and we will refund you in full.

Question 21

Why do some items take 10–21 days?

Accepted Answer

Because we buy them abroad for you rather than holding expensive stock. It keeps our prices down. We say so clearly on the product page before you pay, never after.

Question 22

What if my order arrives damaged?

Accepted Answer

Tell us within 48 hours with a photo of the item and packaging. We will replace it or refund you.

Question 23

Can I return something I simply do not want?

Accepted Answer

In-stock items can be returned within 7 days if unopened and in original packaging. Opened beauty products, underwear and perishables cannot be returned unless faulty.

Question 24

How long do refunds take?

Accepted Answer

Mobile money 1–3 working days, bank transfer 2–5, cards 5–10 depending on your bank.

Question 25

What does "sourced to order" mean?

Accepted Answer

The item is held by a vetted supplier abroad. Once you pay, we buy it, consolidate it into a shipment, clear it and deliver it. The lead time is shown on the product page before you pay.

Question 26

Why is a sourced item cheaper than in the shops?

Accepted Answer

Because we do not hold it on a shelf for months. You trade a little time for a better price, and we tell you the timeline up front.

Question 27

Can I cancel a sourced item?

Accepted Answer

Yes, for a full refund any time before we place the supplier order. After that it has been bought specifically for you.

Frequently Asked Questions

About Evercart

Account & rewards

Delivery

Ordering

Payments

Products & sourcing

Returns

Sourced items