Frequently Asked Questions

How long does delivery take?

Orders typically take around 7-12 days to be delivered directly to your door anywhere in Kenya.

How do I pay using M-PESA via PayBill?

You can top up instantly straight from your mobile device via Ramad Pay using M-Pesa or local banking systems.

Are there any hidden international fees?

Absolutely no hidden fees! The equivalent checkout price displayed to you is complete, inclusive of international shipping and standard customs procedures.

What is your return and refund policy?

We currently do not offer returns or refunds for international orders once they have been processed and shipped, unless the item arrives damaged or incorrectly fulfilled.

What happens if my item is held at customs?

We handle the entire customs clearance process for you. If an item is delayed, our support team will actively monitor and resolve it on your behalf.

What if a product goes out of stock after I pay?

If a product goes out of stock after your order is placed, we will immediately cancel that portion of your order and fully refund the amount back to your R-Cash wallet.

How is the KES exchange rate calculated?

We use dynamic, real-time exchange rates provided directly by RamadPay, completely transparently updated every hour.

How can I track my order?

Once your order is processed, you will be able to view live tracking updates directly from your Order History dashboard.

Are the products authentic?

100% yes. All items are sourced and shipped directly from official top US retailers like Best Buy, Macy's, and Sephora.