Frequently Asked Questions
Find answers to common questions about ordering, payments, shipping, returns, and more.
Ordering & Payments
How do I place an order?
To place an order, simply browse our products, add items to your cart, proceed to checkout, enter your shipping details, choose payment method, and confirm your order. You will receive an order confirmation via email/SMS.
Can I modify or cancel my order?
You can modify or cancel your order within 1 hour of placing it, provided it hasn't been processed yet. Contact our support team immediately with your order number.
How do I know if my order was successful?
You will receive an order confirmation email and SMS immediately after successful checkout. You can also view your order status in "My Orders" section of your account.
What payment methods do you accept?
We accept M-Pesa (Paybill: 552800), Visa/Mastercard, Cash on Delivery (Nairobi only), and Bank Transfer. All payments are secure and encrypted.
Is it safe to use my card on your website?
Yes! Our website uses SSL encryption to protect your payment information. We do not store any card details on our servers.
Shipping & Delivery
How long does delivery take?
Delivery times vary by location: Nairobi (1-2 days), Kiambu (1-2 days), Other counties (3-7 days). Express delivery available for Nairobi and Kiambu.
Do you offer free shipping?
Yes! Free standard shipping on orders over KSh 5,000 for Nairobi and Kiambu, and KSh 10,000 for upcountry locations.
Can I track my order?
Yes, once your order is shipped, you will receive a tracking number via SMS and email. You can track your order on our Track Order page.
Do you deliver on weekends?
Yes, we deliver on Saturdays for Nairobi and Kiambu. Sunday deliveries are available upon request for an additional fee.
What if I'm not home when you deliver?
Our courier will contact you via phone. If unavailable, they will attempt delivery the next day. You can also arrange to pick up from our nearest collection point.
Do you ship internationally?
Currently, we only ship within Kenya. International shipping is coming soon!
Returns & Refunds
What is your return policy?
We offer a 30-day return policy for unused items in original packaging with all accessories. Some items like opened software, earphones, and personal care items are non-returnable.
How do I initiate a return?
Go to our Returns page, fill out the return request form with your order number and reason. Our team will review and approve within 24-48 hours.
How long does the refund take?
Once we receive and inspect your return (1-2 days), refunds are processed within 5-7 business days. M-Pesa refunds are instant, bank transfers take 3-5 days.
Who pays for return shipping?
We offer free pickup for returns within Nairobi. For upcountry, you may need to ship to our warehouse, and we'll reimburse reasonable shipping costs.
Can I exchange an item instead of refund?
Yes! If you prefer an exchange, please indicate this in your return request. We'll process the exchange as soon as we receive your returned item.
Products & Warranty
Are your products genuine?
Yes! We sell only 100% genuine products directly from authorized distributors. All products come with original manufacturer warranty.
What is the warranty period?
Warranty periods vary: Smartphones (12 months), Laptops (12-24 months), TVs (24 months), Audio products (6-12 months), Accessories (6 months).
How do I claim warranty?
Visit our Warranty page, fill out the warranty claim form with your order details and issue description. Our team will guide you through the process.
What if I receive a defective product?
If you receive a defective product, contact us immediately. We'll arrange for a quick replacement at no additional cost, including free pickup and delivery.
Do you price match?
Yes! If you find a lower price on the same product from a Kenyan authorized dealer, we'll match it. Contact our support team with proof.
Account & Security
How do I create an account?
Click the "Login/Register" button on the top right, then select "Register". Enter your name, email, and password to create an account.
I forgot my password. How do I reset it?
Click "Forgot Password" on the login page, enter your email address, and we'll send you a password reset link. Follow the instructions to create a new password.
How do I update my profile information?
Log in to your account, go to "My Profile" page. You can update your name, email, phone, address, and other personal information there.
Is my personal information secure?
Yes! We use industry-standard security measures to protect your data. We never share your personal information with third parties without your consent.
How do I delete my account?
Go to your Profile page, scroll to the "Delete Account" section. Enter your password and type "DELETE MY ACCOUNT" to confirm permanent deletion.
Payments & M-Pesa
How do I pay with M-Pesa?
Select M-Pesa at checkout. You will see our Paybill number (552800) and account number (your order number). Enter these in M-Pesa and complete payment.
How long does M-Pesa payment take to confirm?
M-Pesa payments are confirmed instantly. You will receive a confirmation within 1-2 minutes after completing the transaction.
What is Cash on Delivery (COD)?
Cash on Delivery allows you to pay when your order is delivered. This option is available for Nairobi and Kiambu counties only.
Do you accept credit/debit cards?
Yes, we accept Visa and Mastercard cards through our secure payment gateway. Your card details are encrypted and never stored.
Is there any additional fee for card payments?
No, we do not charge any additional fees for card payments. The amount you see at checkout is what you pay.
Still Have Questions?
Can't find what you're looking for? Our support team is here to help!