Customer Service

What We Handle

Orders & Delivery

• Order confirmation and payment issues
• Shipping status and tracking updates
• Delivery exceptions and delays
• Cancellations and order modifications
• Return requests and refunds

Checkout & Payments

• Payment method failures (M-Pesa, Paystack, Wallet, Coins, BNPL, Cash on Delivery)
• Coupon and discount application errors
• Order total calculation questions
• Promo code and affiliate code issues

Account & Security

• Profile updates and email changes
• Password resets and account access
• Address management
• Wallet top-up and spending issues
• Coins rewards and redemption questions

Technical Support

• Website errors and bugs
• Mobile app troubleshooting
• Payment gateway issues
• Tracking page problems

How to Get Help Faster

Open a Support Ticket

The most efficient way: Go to /support

Required information:

1. Order ID or tracking number
2. Brief issue summary
3. Timeline of events
4. Screenshot if applicable
5. Preferred resolution

Contact Channels

Before You Contact Us

Check these resources first:

• Order status in /track
• Help center at /page/help
• Return eligibility at /page/returns-policy
• Payment guide at /page/payments-guide

Common Issues & Solutions

Payment Failed

• Verify payment method details
• Check if online payment window completed
• Confirm sufficient funds or wallet balance
• Retry or try alternative payment method

Order Not Received

• Track at /track with your tracking number
• Delivery time varies: 2-5 days standard, 1-2 days express
• Contact courier directly for last-mile issues

Want to Return?

• Must be within 7 days after delivery
• Go to /account/orders, open delivered order, submit return request
• Keep product in original condition

Account Locked?

• Use /forgot-password for password reset
• Email must match registered account
• Check spam folder for reset email

Service Standards

Response Commitments

• Support tickets: < 2 hours during business hours
• Emails: < 2 hours during business hours, < 12 hours off-hours
• Phone/WhatsApp: < 30 minutes during business hours

Resolution Timeframes

• Simple inquiries: Same day
• Order issues: 1-2 business days
• Refunds: 3-5 business days after approval
• Complex technical: 3-5 business days

Business Hours

• Monday-Friday: 8:00 AM – 8:00 PM
• Saturday-Sunday: 9:00 AM – 6:00 PM
• Public holidays: 10:00 AM – 4:00 PM

What to Expect

1. Quick Acknowledgment — Ticket created with reference number
2. Investigation — We review order history, payment records, and logs
3. Resolution Options — Clear next steps based on your situation
4. Follow-up — Updates until your issue is fully resolved

Related Pages

• Contact Us: /page/contact-us
• Tracking: /track
• Help Center: /page/help
• Returns Policy: /page/returns-policy
• Payments Guide: /page/payments-guide

Need help?

• Support: /support
• Help Center: /page/help