IK Digital Solutions demonstrator · Kimia Express SARL is a fictitious company. Prices, parcels, people and documents are illustrative; bookings, payments and SMS are simulated.← Back to portfolio
Customer service, 7 days · +243 81 000 20 00 · WhatsApp +243 81 000 20 01AboutCareersFREN
Kimia ExpressDelivery · Parcels · Logistics
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Help and contact

Frequent questions, claims, prohibited items and how to reach our teams.

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La Gombe, Kinshasa · ByaduniaEspoir, CC BY-SA 4.0

Frequent questions

  • What size of parcel can I send?

    Up to 30 kg and 70 × 50 × 40 cm per parcel, within a city or between cities. Beyond that, our freight service takes up to 500 kg per shipment, on quotation.

  • How do I write an address in Kinshasa?

    Commune, district, avenue and number where possible, then a landmark: church, school, bus stop, gate colour. The courier calls the recipient before arriving.

  • Can I schedule a pickup?

    Yes, up to seven days ahead, in two-hour slots. Business accounts can schedule recurring pickups.

  • What if the recipient is not there?

    The courier calls twice and waits 10 minutes. Free second attempt the next day, or collection at a relay point. After two failures the parcel is kept five days, then returned.

  • I did not receive a tracking number.

    It is sent by SMS as soon as the booking is confirmed and shown in the app. Check the phone number entered, or message us on WhatsApp with the sender's name.

  • Why is my intercity parcel not moving?

    Air parcels wait for the next available cargo flight. A postponed flight delays delivery by a day; you receive an SMS as soon as it leaves.

  • Can I change the delivery address?

    Yes, as long as the parcel is not out for delivery, from the tracking page or by WhatsApp. Within a city, a change of zone may add 3,000 FC.

  • Which payment methods do you accept?

    M-Pesa, Orange Money, Airtel Money, Afrimoney, Visa and Mastercard, or cash to the courier. Business accounts receive a monthly invoice.

  • How does cash on delivery work?

    The courier collects the amount from the recipient, in cash or mobile money. We pay it out within 24 hours, less a 2% fee (minimum 1,000 FC).

  • Are prices in francs or dollars?

    In Congolese francs, all taxes included. The dollar equivalent is shown for information, at 2,850 FC to 1 USD.

  • How do I open a business account?

    Fill in the form on the Business page. An adviser calls you within one working day; have your RCCM, national ID number and the manager's identity document ready.

  • Do you offer an API?

    Yes: shipment creation, rates, tracking, labels and webhooks. The test environment is free; documentation is sent on request to api@kimia-express.cd.

  • My parcel arrived damaged.

    Refuse it if you can, or take photos in front of the courier. File a claim within 48 hours with the tracking number.

  • How am I compensated?

    Up to the declared value, capped at 500,000 FC without extra insurance. Paid by mobile money within ten working days of agreement.

  • A courier asked me for extra money.

    The price paid at booking is final. Report it to customer service straight away: it is serious misconduct.

File a claim

Reply within five working days. For loss or damage, compensation by mobile money within ten working days of agreement.

Claims+243 81 000 20 00reclamations@kimia-express.cdMon–Fri · 8 am – 5 pm

Prohibited and restricted items

Prohibited

  • Cash and foreign currency
  • Weapons, ammunition and explosives
  • Fuel, gas and flammable goods
  • Narcotics
  • Live animals
  • Minerals, stones and geological samples without CEEC documents

Accepted with conditions

  • Medicines: with pharmacy receipt
  • Lithium batteries: inside a device, never alone by air
  • Fresh food: within a city only
  • Items worth over 5,000,000 FC: on quotation, insurance required

Reach us

Customer serviceBookings, tracking, claims+243 81 000 20 00bonjour@kimia-express.cdDaily · 6 am – 10 pm
WhatsAppBook and track by message+243 81 000 20 01bonjour@kimia-express.cdDaily · 6 am – 10 pm
BusinessAccounts, quotes, API+243 81 000 20 02entreprises@kimia-express.cdMon–Sat · 8 am – 6 pm
CouriersRecruitment, payouts+243 81 000 20 03recrutement@kimia-express.cdMon–Sat · 7 am – 5 pm
ClaimsCase follow-up+243 81 000 20 00reclamations@kimia-express.cdMon–Fri · 8 am – 5 pm
PressJournalists+243 81 000 20 00presse@kimia-express.cdMon–Fri · 9 am – 5 pm

12 avenue du Port, Gombe, Kinshasa, DR Congo

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