We’re here to make your online shopping experience easy, safe, and enjoyable. This Help section covers common questions and guidance for using our website and e-commerce shop.
1. Shopping & Orders
How do I place an order?
- Browse our shop, select products, add them to your cart, and proceed to checkout.
- Follow the checkout steps to enter delivery details and make payment.
- Refer to our How to Order guide for step-by-step instructions.
Can I modify or cancel my order?
- Orders can only be modified or cancelled before they are processed.
- Contact our customer support immediately with your order number.
How can I track my order?
- Log in to your account and check your order history.
- You will also receive email/SMS updates with shipping and delivery information.
2. Account & Login
How do I log in?
- On the checkout page, click “Returning Customer? Click here to log in.”
- Enter your registered email and password.
I forgot my password. What do I do?
- Click “Lost your password?” and follow the email instructions to reset it.
Do I need an account to shop?
- No. You can check out as a guest, but creating an account makes future orders faster and easier.
3. Payments & Security
Which payment methods are accepted?
- We accept M-Pesa, bank transfers, and other methods displayed at checkout.
Is my payment information safe?
- Yes. All payments are processed securely through trusted providers. We do not store sensitive card information on our servers.
4. Delivery & Shipping
Where do you deliver?
- We deliver across Kenya, with select options for East African countries.
How long will delivery take?
- Nairobi & surroundings: 1–3 business days
- Rest of Kenya: 2–5 business days
- East Africa: 5–10 business days
What if my delivery is delayed or incorrect?
- Contact our support team immediately. Include your order number and details of the issue.
Refer to our [Delivery & Shipping Policy] for details.
5. Returns, Refunds & Exchanges
Can I return or exchange a product?
- Returns or exchanges are accepted for:
- Damaged products
- Wrong items delivered
- Expired products upon delivery
- Opened or used food products cannot be returned.
How do I request a refund or exchange?
- Contact our support team within 24–48 hours of receiving your order.
- Provide your order number, receipt, and photos if applicable.
See our [Refund, Returns & Exchange Policy] for full details.
6. Product Information & Safety
How can I check ingredients or allergens?
- Product pages list ingredients and any allergen information.
How should I store products?
- Keep unopened items in a cool, dry place.
- Refrigerate after opening.
- Follow expiry dates and safe handling instructions.
7. Contact Support
If you need help or have questions not covered here:
- Email: [email]
- Phone/WhatsApp: [phone number]
Our team is ready to assist with orders, returns, product inquiries, or general guidance.