Our Support Channels
We're here to help with your shopping experience. Choose the most convenient way to reach us:
Primary Contact Methods
- Email: support@vaabay.co.ke — Best for detailed inquiries and documentation
- Phone: +254746611727 — Available during business hours
- WhatsApp: https://wa.me/254746611727 — Quick responses for urgent matters
- Address: Royal Palms Mall, Nairobi, Kenya
- Business Hours: Mon - Sat | 9:00 AM - 7:00 PM
Response Times
- Email: Within 2 hours during business hours, up to 12 hours otherwise
- Phone: Immediate during business hours
- WhatsApp: Within 30 minutes during business hours
- Support tickets: Within 2 hours during business hours
Support Categories
Order Support
For issues with placed orders, tracking, modifications, or cancellations.
Payment Assistance
For help with M-Pesa, Paystack, Wallet, Coins, BNPL, or Cash on Delivery.
Delivery & Returns
For shipping updates, delivery exceptions, or return requests.
Account Management
For profile updates, password resets, or account access issues.
Product & Vendor Inquiries
For product questions, vendor partnerships, or listing information.
Technical Issues
For website bugs, payment flow errors, or app troubleshooting.
Before You Contact Us
For faster resolution, please include:
- Order ID or tracking number — Found in your confirmation email
- Product name and variant — If applicable to your issue
- Clear issue summary — Brief description of the problem
- Timeline of events — What happened and when
- Screenshot or photo — Helps us understand the issue
- Preferred resolution — Your desired outcome
Self-Serve Resources
Try these first — many common questions are answered instantly:
- Help Center:
/page/help
- Order Tracking:
/track
- How It Works:
/how-it-works
- Return Requests: Available in
/account/orders for delivered orders within 7 days
- FAQs:
/page/frequently-asked-questions
Live Chat Hours
WhatsApp support is available during extended hours:
- Monday to Friday: 8:00 AM – 8:00 PM
- Saturday to Sunday: 9:00 AM – 6:00 PM
- Public holidays: 10:00 AM – 4:00 PM
Business Address
VaaBay
Royal Palms Mall, Nairobi, Kenya
Map and directions available upon request via WhatsApp or email.
Social Media
Connect with us on social platforms for updates and general inquiries:
- Facebook: Share product feedback and community discussions
- Instagram: Product launches and style inspiration
- Twitter: Service status and quick updates
Note: Social media DMs are monitored but with longer response times. For urgent issues, use the primary channels above.
For Vendors & Partners
Interested in selling on VaaBay? Contact us with:
- Business name and registration details
- Product catalog overview
- Target market and pricing strategy
We'll review your application and guide you through onboarding at /page/sell-products.
For Advertising & Promotions
Want to advertise your products? Send us:
- Campaign objectives and target audience
- Budget range and timeline
- Creative assets or brief
Learn more about opportunities at /page/advertise-your-products.
Need help?
- Support:
/support
- Help Center:
/page/help