Frequently Asked Questions
Quick answers about shopping with Shoppesa Kenya.
How do I pay on Shoppesa Kenya?
We accept M-Pesa at checkout, and cash on delivery where available. Payments are processed securely and we never see or store your M-Pesa PIN.
What if my M-Pesa payment fails but money was deducted?
M-Pesa automatically reverses failed payments within 24–48 hours. If it takes longer, contact support with your M-Pesa message.
How long does delivery take?
In Nairobi we deliver same-day or next-day depending on order time and distance. Outside Nairobi delivery takes 1–3 business days via courier partners.
How much is delivery?
Standard delivery starts from KSh 300 for one item and KSh 400 for two items, with lower per-item rates on bigger orders. Express delivery is priced by distance and time. The exact fee is shown at checkout.
How do I track my order?
Sign in and open My Orders to see your order status in real time. You also get updates in your Inbox.
Can I return an item?
Yes. Eligible items can be returned within 7 days of delivery in their original condition and packaging.
When will I get my refund?
Refunds go to your original payment method within 3–5 business days after we receive the returned item.
How do I contact Shoppesa support?
Use the Support page or the chat on the site, or email shoppesaonlineshop@gmail.com.