Help
Please note that DIY.co.zw is a division of Kirby Browne (Pvt.) Ltd. and as such all support and customer service is provided by Kirby Browne (Pvt.) Ltd. centralised customer service team.
Frequently asked questions
Delivery and collection
Orders received before 2pm Monday to Friday we will making every effort to dispatch on the same day. Orders received after 2pm Monday to Thursday will be dispatched the following day. Orders received after 2pm on Friday will not be dispatched until the following Monday.
Deliveries within Greater Harare are usually completed on the same day as they are dispatched.
Deliveries outside of Greater Harare are dispatched using a record delivery method such as Swift, FedEx or DHL. These are subject to the delivery times stated by the courier. Usually within 3 days countrywide.
If your order has not already been dispatched it is possible to change the delivery address. You can email shipping@kirbybrowne.com or call +263 772 413 346. Please state your order number when requesting a change of delivery address. If the new address is in a different shipping zone you may be required to pay a shortfall.
We will endeavour to contact you prior to delivery to ensure that someone is available to sign for your package.
If you are unable to be there at the time we have organised to deliver please email shipping@kirbybrowne.com or call +263 772 413 346.
If you would rather collect your purchases we can facilitate that. Choose click and collect at checkout and we will contact you to organise a convenient time and location.
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Payment options
Yes absolutely! If you would rather not pay online you can choose the bank transfer option at checkout.
Please note you need to include your order number as your payment reference and we will not release your goods until payment reflects in our bank account which can take up to 7 days depending on the type of transfer.
Yes you can. You can choose either EcoCash or Paynow payment options at checkout.
Yes you can, via Paynow payment gateway. Just choose Paynow at checkout.
Yes absolutely. Just choose Paynow at checkout and you will be redirected to their secure payment gateway.
Unfortunately no. Currently Zimbabwean Paypal accounts are not able to accept merchant payments.
Please try to pay again using a different card if you have one.
To find out why your card was refused in the first place, just contact your bank. They should be able to help.
Paynow is Zimbabwe's leading online payment gateway. Trusted by many online retailers to provide online payment processing for Zimswitch cards, VISA, Mastercard, Telecash and OneMoney and EcoCash.
For more information visit their site here.
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Returns and refunds
First, we recommend you drop us a line on support@kirbybrowne.com or call us on +263 772 413 346 to see if we can solve your issue and save you the trouble of returning your item.
If you’ve had it less than 14 days…
We’ll happily return or exchange the item. If the item is faulty, you’ll get the choice of a repair, replacement or refund.
If you had it delivered… and your item is faulty or damaged by us (during the delivery process), and you return the full order, we’ll refund the delivery charge, if you paid one, as well as the item cost.
If you’ve had it for more than 14 days…up to 12 months
We’ll assess what’s wrong and then, if possible, we may arrange for it to be repaired
If it’s faulty, we’ll fix it, replace it or give you all or some of your money back depending on how long the product might reasonably be expected to last. But after 6 months we might need you to prove that it was faulty at the time when you bought it, collected it or had it delivered.
We’re afraid wear and tear isn’t included.
Returning something to us is simple, email shipping@kirbybrowne.com or call +263 772 413 346. Specifics depend…
- We'll pick it up free of charge from within Greater Harare.
- You can drop it off with us.
- We can organise to get it shipped back via a courier. Please note that courier return shipping fees will be for your expense and prior to sending please ensure you get a return reference number from our customer service reps.
As soon as we receive the item back to the DIY.co.zw warehouse, we’ll start the refund. However, it may take 5 - 7 days for your bank to process the money back to your account. All refunds will be processed within 14 days.
Yes, within the first 14 days. Thereafter directory listings are not refundable as they are sold for a specific time period. If you wish to discontinue your listing you can choose not to renew your listing when your next renewal comes around.
Any of these:
- confirmation email
- e-receipt
- your order number
If you can’t find one of the above, don’t worry. We should be able to sort everything out if you have:
- your card / bank statement
- the email address used to buy your item
As soon as we get the item back, we'll sort out your refund or replacement. Just allow up to two weeks for shipping time - as soon as we have it we'll start the refund. It may take 5-7 days to appear in your account (depending on your bank).
You’ll need to send back any freebies, special offer / discounted products you got in conjunction with the original item. Otherwise, we’ll have to take it off the refund amount. For example, if you bought 2 items costing USD20 each on a buy 2 for USD30 offer and return only one, we’ll charge you USD20 for the one you kept and refund you USD10.
Unless they’re faulty, some items can't be exchanged or refunded. These are identified on our website under “small print”.
If the item is faulty or damaged and returned with 14 days - yes, less bank charges incurred. If however the item is returned for any other reason or returned after 14 days we will not be able to refund this cost.
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Secure online shopping
This site has a 256 bit encrypted SSL certificate installed which means your data is encrypted in transit.
Our password policy ensures that accounts are required to have very strong passwords.
We subscribe to high security and encryption standards allowing all customers to shop with peace of mind. We have taken all reasonable security measures to ensure confidential information, cannot be accessed by anyone who is not authorized to do so.
We don't store your payment card details or process your payments on this site. All online payments are provided by trusted third-party processors; namely Paynow and EcoCash who are ultimately responsible for your payment security.
If you're concerned about any DIY.co.zw security measures, please get in touch.
Some fraudsters try to steal personal information (like bank card details or passwords) by pretending to be a legitimate website or posing as a trustworthy sender in an email or text (SMS) message. This is known as phishing (or smishing if sent via SMS).
For example, a fraudulent email or text could be sent in the guise of a survey, competition or social media post. The aim is to trick you into visiting or submitting your details to an unsecure site.
Anyone can be targeted (not just DIY.co.zw customers) and these fraudulent emails or texts often request personal information or ask you to confirm information.
It might be a scam when…
- The message asks for personal information like your bank or payment details, username or password.
- The sender’s email address looks suspicious.
- There’s a sense of urgency, like a threat that your account will be closed unless you take immediate action.
- The message has a generic greeting such as ‘Dear customer.'
- You weren’t expecting it.
If you’re worried, don’t click on any links, open any attachments or forward to anyone else.
You can always get information directly from the company's legitimate website rather than a link in an email.
If you're concerned about any unexpected or suspicious DIY.co.zw communications, please get in touch.
Be wary of text (SMS) messages relating to competitions or voucher giveaways. Check official sites or contact the company directly using the contact details from the website. Report anything you don't think is authentic.
DIY.co.zw will never contact you via SMS about credit refunds or credit limit increases.
All legitimate DIY.co.zw promotions will be listed here.
Anyone can be targeted (not just DIY.co.zw customers) and fraudulent texts often request personal information or ask you to confirm information.
If you're concerned about any unexpected or suspicious DIY.co.zw communications, please get in touch.
Be wary of any social media posts relating to competitions or voucher giveaways. Check official sites or contact the company directly using the contact details from the website. Report anything you don't think is authentic.
DIY.co.zw will never contact you via SMS about credit refunds or credit limit increases.
All legitimate DIY.co.zw promotions will be listed here.
Anyone can be targeted (not just DIY.co.zw customers) and fraudulent texts often request personal information or ask you to confirm information.
If you're concerned about any unexpected or suspicious DIY.co.zw communications, please get in touch.
If you're concerned about any unexpected or suspicious DIY.co.zw communications, please get in touch.
Here’s some advice on creating a strong password:
- Make it long – the longer the password the more secure it is.
- Consider basing your password on a sentence or phrase.
- Use a mix of numbers and special characters.
- Don’t use the same password for all your online accounts – you could end up having all your accounts hacked if a website is breached.
- Don’t use people’s names – passwords like this are easily cracked using common hacking tools.
- Try to avoid words that can be guessed after a little research on social media.
- Use a secure password manager to generate and store your passwords.
Your DIY.co.zw account password will need to be at least: 6 characters, 2 letters and 1 number.
It's important to have antivirus software installed to help protect yourself from online attacks. Although you can’t prevent every cyber attack with antivirus software, it can prevent hackers from getting into your computer or mobile device.
Not every intrusion into a computer is meant to cause damage or steal valuable information, that doesn’t mean the attack isn’t dangerous. All intrusions into a computer exploit what is known as a vulnerability, or a weakness in the computer’s operating system or other software.
Here are a few tips to help you stop spyware infecting your device:
- Only download and install programs from websites you trust
- Only buy trusted and well-known, subscription-based programs
- Read security information, privacy statements and licence agreements when you install software
- Don’t click 'OK' or 'I Agree' on pop-up windows, unless you know what you’re signing up for
- Make sure you keep your device’s software up to date. Software and app updates contain vital security updates that help protect your devices from cyber criminals.
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