Help and Support
How Can We Help You?
FAQ’s
Who We Are?
We are MENA’s largest Business-to-Business eMarketplace. Shaping the B2B sector by building a digital ecosystem, beautifully designed and simple to use.
Through our technology, holistic ecosystem, financial solutions, and talented people, we are enabling cross-border trade between the Middle East and the world, supporting SMEs in their business growth, reinventing B2B procurement, and empowering entrepreneurs across the region.
Who is Kemden for?
Kemden matches international and regional sellers with MENA-based business buyers. It enables them to connect and trade products across 14 categories, including Food & Beverage, Health & Wellness, Consumer Electronics, and more.
How can I contact you?
You can reach out to us through Contact Us page here or email us at info@kemden.co.uk You can also call us at +447778690558 or chat with our team from 9:00 to 18:00 GST, from Monday to Saturday.
Where is Kemden based?
Kemden is headquartered in London, United Kingdom.
What is the Buyer Centre?
The Buyer Centre is where you manage all aspects of your Buyer account. This is where you view and manage current orders, update payment methods, track negotiation requests with sellers, and much more.
What is the Seller Centre?
The Seller Centre is where you manage all aspects of your Seller account. This allows you to manage your promotions, orders received your products listings, and much more.
What is Access Management?
Access Management allows you – as the account holder – to set custom permissions for each person that has access to your business account. The roles can be changed by user/s with “Admin” account permission.
How do I reset my password?
There are two ways to reset your password:
- Go to “Account Profile” under Account, scroll down to Email and Password and click on edit details to reset the password.
- You can also click the “Forgot your Password” link on the login page and follow the steps sent to your registered email address.
How do I report an IPR infringement?
How do I buy on Kemden?
Buying on kemdenshop.co.uk is easy:
- Register as a buyer.
- Search kemdenshop.co.uk to find the products you need.
- Add the products to your cart.
- Click “Check out”.
- Select your preferred payment method.
Click “Confirm and pay” to complete the order.
How do I register on Kemden?
Registering as a Buyer is easy!
- Click this link to start creating your Buyer account.
- Complete a short form with your personal and business information.
How do I get verified as a Buyer?
Local Buyer verification:
Please upload the following information and documents in your Buyer Centre to complete your verification:
- Kemden license
International Buyer verification:
Please upload the following information and documents in your Buyer Centre to complete your verification:
- Business license
Passport copy OR National Identity Document
How do I get verified as a Buyer?
Local Buyer verification:
Please upload the following information and documents in your Buyer Centre to complete your verification:
- Kemden license
International Buyer verification:
Please upload the following information and documents in your Buyer Centre to complete your verification:
- Business license
- Passport copy OR National Identity Document
- How do I get verified as a Buyer?
How do I find products and suppliers?
You can find products on the website in several ways:
- Type the product name in the Search Bar.
- You can search by category by clicking on “All Categories” which can be found underneath the search bar on kemdenshop.co.uk
- You can search for specific suppliers in two ways. Firstly, simply change the filter in the search bar to “Sellers”. Secondly, you can also browse the list of suppliers here.
How do I negotiate a price?
To negotiate with a Seller, you need to select a product you are interested in and click on “Negotiate with Seller”, which can be found below the “Add to Cart” button. Enter the negotiation details. The Seller will accept or reject the offer or, send a counter-offer.
What payment methods can I use?
Kemden Payment Methods:
- Credit Card
- Debit Card
- Cash On Delivery (Only applicable for verified local buyers with orders below AED 10,000)
Bank Transfer (The transfer must reflect in our bank account within 3 calendar days of the order being placed, or the order will be cancelled)
How long will it take for my order to be delivered?
Local Deliveries:
Items tagged “Get it tomorrow” will be delivered the next day.
All other local orders will be delivered within 5 working days.
International Deliveries:
International orders delivery times depend on the delivery mode and Incoterm.
What is the benefit of verifying my account as a Buyer?
Buyers should verify their accounts to gain access to all the services and features offered, such as negotiating with Sellers, financing, and much more.
Find all the details of our Return and Refund policy here:
How do I track my orders?
You can track your order status in the Buyer Centre. Log in to your account – then go to “Orders”, search for the order number you want to track, then click on “View order details”.
What is Private Label?
Place your brand label on third-party products. Choose from a wide range of quality products across many categories.
What is Request For Quotation (RFQ)?
What is Pre-owned: Buy & Sell?
What is Logistics Integration?
Logistics Integration offers competitive pricing and FREE shipping by sea for a range of ready-to-sell products from India.
What is Inspection Service?
Tradeling’s Inspection Services are a comprehensive range of world-leading inspection and verification services, such as checking the condition and weight of traded goods at transshipment, help to control quantity and quality, and meet all relevant regulatory requirements.
Quality control prevents returns, damaged products, losses, and customer dissatisfaction.
Tradeling has partnered with SGS to offer cargo quality inspection & assessment through its platform. A fully embedded integration is planned for 2022. Today, customers may request product inspection services by completing a form on our website.
The quality assessment is based on predetermined requirements or standards previously set by our international buyers.
We have SGS experts based at Tradeling’s offices for instant support to our customers.
What does Kemden’s international transport service include?
Kemden international transport service includes:
- Transport by sea, air, and road.
- Customs compliance & clearance.
- Coordination with factories/suppliers and end clients.
- Order monitoring or reporting.
How can I get a quote or estimate on shipping rates?
We have partnered with Freightos to make booking simple, convenient, and cost-effective. It is easy to find freight partners and get instant quote comparisons on Kemden Logistics.
Can I store the goods in a third party facility and distribute locally?
Do I need to register or certify my goods and what is the process?
What happens if my shipment or packages got damaged?
What is a consignment program, like Fulfilled by Kemden?
What is Kemden Logistics?
Kemden Logistics offers a fully integrated all-in-one digital platform to instantly compare and book freight.
We handle all types of shipping contracts (incoterms). Our customers rely on us for all their freight and customs clearance needs. We help you get your products from seller to the buyer’s doorstep, and every step in between.
What is Registration Services?
Registration Services are needed because most countries demand that imported products conform to national and international standards. Products, particularly in food and beverage, pharmaceuticals and cosmetics need to be tested before they can be sold. Kemden has a partnership in place with SGS to offer customers a lean and seamless Product Registration experience. We help ensure items are appropriately registered and meet the standards set by relevant local and regional authorities.
This services gives you the certainty that products are approved for distribution and use in the MENA region.
What is an Importer of Record (IOR) and an Exporter of Record (EOR)?
In order to import or export you need a licence. In cases where you don’t have an export or import licence, Kemden can act as the Importer of Record, or Exporter of Record, giving you the agility and flexibility to trade internatiionally.
What is an export licence?
An export licence is a document issued by the relevant authority, for instance, the Chinese government, that gives exporters in China permission to ship goods out of the country.
If the exporter doesn’t have an export licence, the goods will not be cleared through Chinese customs when being exported.
Why is an export licence & import license needed?
An export licence is a way for a country to control the goods going out of the country – just like an import license is a way to control incoming goods.
The import or the export can be restricted or prohibited to meet the demands of the domestic market and consumers and protect the national economy.
Who is responsible for obtaining an export licence?
The responsibility for obtaining an export licence is on the company whose goods are being exported. For example if a Chinese company wants to export goods from China to overseas markets, they are responsible for obtaining the export licence, either by applying for the license themselves or by letting a trading agent handle it.
Who is responsible for obtaining an import licence?
The company that wants to import goods from an overseas market into a country are responsible for obtaining the import licence from the relevant authority in that country, either by applying for the license themselves or by letting a trading agent handle it.
What can I do if I do not have an import license?
If you do not have an import license, Kemden offers an IOR (Importer of Record) service through its trusted service providers. This allows you to import the goods.
Why don’t some exporters have export licences?
Today, most exporters have export licences. However, some don’t.
These exporters are often smaller companies that want to avoid the bureaucracy and the cost that comes with applying for the export licence.
What can I do if my supplier doesn’t have an export license?
If your supplier lacks an export licence, Kemden offers an EOR (Exporter of Record) service through its trusted service providers. This allows your supplier to export the goods.
Do I need to register or certify my goods and what is the process?
Yes, most products are regulated. For a more detailed explanation of regulated products, see Kemden Inspection Services. Kemden offers support with product registration and quality certifications of all types. Our logistics experts will guide you through the process. In partnership with SGS Services, we provide goods inspection and quality control. For more information, please contact our Logistics team.
How do I get insurance for my cargo and who should pay for it?
The responsibility for insuring your cargo is determined by the Incoterm used in your shipping contract. For instance, under the FOB Incoterm, the seller’s responsibility ends when a carrier takes possession of them, or, with respect to ocean shipments, when the merchandise is placed safely aboard the vessel or when an on board Bill of Lading has been issued. The buyer is responsible for insuring the goods from that point onwards.
How can I get a quote or estimate on shipping rates?
We have partnered with Freightos to make booking simple, convenient and cost-effective. It is easy to find freight partners and get instant quote comparisons on KemdenLogistics.
What happens if my shipment or packages were damaged?
It is important to consider insurance when transporting goods. Whether you’re using Kemden Logistics or a 3rd party provider, please make sure to ask about good insurance coverage and check all the inclusions. Nonetheless, taking precautions also greatly helps reduce the risk of damage like the following:
Make sure the packages are packed in strong and durable materials and covered in shrink wrap films to help avoid moisture while in transit. It is recommended to photograph the cargo before handing it over to the transporter. These images can be useful later to claim insurance in case of damage or loss. Choosing a reliable transporter helps mitigate the risk of damage. If your transporter suggests proper packing, you should consider this step.
What is the charge for domestic UK order?
We have a standard rate of £ 15 for all orders except frozen items.
Delivery charges for frozen items are calculated based on multiple factors such as the location of the item, shipping address, dimensions of the items, and whether we need to ship the goods in temperature-controlled vans or not
Where can I see the shipping charge while placing an order?
Shipping charges applicable for the order will be shown at checkout and will be included as part of the order’s total
What are the criteria for an order to be eligible for free shipping?
All the following conditions must be met:
– The shipping address is in UAE
– All the order items are “Express” items
– Order value equal to or higher than £ 500
What are the documents required to apply for a Credit?
Mandatory: copy of valid Trade License, VAT certificate, and Owner ID or Passport.
Recommended: Audited financials.
How do I apply for a Credit?
Complete the Credit Application form here, upload any missing mandatory information and documents then submit your application.
What are the eligibility criteria for applying for a Credit?
Domestic verified business and has a stable repayment history with Trade or Bank credit. Also, eligibility applies to Kemden credit policy.
Is there any processing fee for my Credit application?
No, there are no fees related to the processing of Credit.
Are there any other fees for the Credit facility?
No, there are no fees when you are granted Credit. Currently, Kemden does not charge fees related to the Credit Facility
How can I pay the outstanding balance of the Credit in my Kemden account?
Your invoice will have payment details. You can pay using Bank Transfer as the payment method. Go to “My Orders” in your “Buyer profile”, Click on “Pay Now” button to complete the payment steps.
When will I know the final status of my Credit Application?
It will take 10 days from the time you submitted the Credit Application form. If your Credit Application form did not include all the required information and documents, this will slow down the process.
You will be able to submit the Credit Application form here. But you will not be able to use your granted credit unless you verify your business account. To know how you can verify your profile, click here.
I have an existing Credit from Kemden, can I request to increase the Credit amount?
You have to meet certain criteria to be eligible for a Credit Limit increase. In general, utilizing your existing Credit and completing payments on time are key elements that will be considered.
What are the formalities and charges if I miss the Credit payment due date?
There are no charges, but the payment has to be made without fail to avoid legal formalities.
Whilst there are no charges for late payment, please refer to the T&Cs. Late payment or nonpayment will result in legal action.
How can I know the status of my Credit Application?
Go to “My Account” where you will find your Credit Application results next to the application ID. You will also be receiving status update emails.
I did not verify my Kemden business account yet, can I apply for credit?
You will be able to submit the Credit Application form here. But you will be able to use your granted credit unless you verify your business account. To know how you can verify your profile, click here.
I don’t have a physical presence in UK, can I apply for a Credit?
Unfortunately not. Credit is currently granted only to eligible Businesses domiciled in the UK