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@shoepedi.com — Best for detailed inquiries and documentation
- Phone: +254 700 000000 — Available during business hours
- WhatsApp: https://wa.me/254700000000 — Quick responses for urgent matters
- Address: 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
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