Delivery process
1Order placedAfter checkout, keep your order ID and the phone number used during checkout.
2Seller fulfilmentThe seller prepares the item based on the product listing, available stock and delivery details.
3Delivery coordinationMake sure the delivery address, phone number and availability are correct.
4Order trackingUse the Track Order page for updates and use support if the order appears delayed or unclear.
Before accepting delivery
Where practical, check that the product received matches the product ordered before confirming completion.
| Check | What to look for |
|---|---|
| Product identity | Product name, size, colour, model or variant where applicable. |
| Condition | Visible damage, missing parts, wrong item or packaging concerns. |
| Quantity | Confirm the number of items matches the order. |
| Payment evidence | Keep the M-PESA confirmation message if the item was paid through checkout. |
| Delivery evidence | Keep any relevant delivery communication if a dispute may arise. |
If delivery is delayed or wrong
Submit a support request with your order ID, checkout phone number, product name, issue type and any evidence. Clear evidence helps support review the matter faster.
Delivery issue evidence
When reporting a delivery issue, include the following where available:
Order IDThe order reference from checkout or tracking.
Checkout phoneThe phone number used when placing the order.
Product detailsProduct name and seller if available.
Issue descriptionExplain whether the issue is delay, wrong item, damaged item or missing item.
Payment evidenceM-PESA receipt if payment was completed.
Photos or delivery notesKeep evidence where practical before submitting support.