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Returns & Refunds

Last updated 8 October 2026

We want you to be happy with every order. This page explains what to do if something goes wrong, when you can return an item, and how refunds are paid. It is part of our Terms & Conditions.

Something wrong with your order

Please check your order when it arrives. If an item is damaged, faulty, incorrect, missing, or materially different from its description, contact us within 7 days of delivery, with photos if you can.

We'll look into it and, depending on the problem, we'll:

  • replace the item;
  • repair it; or
  • refund you, including the delivery fee where the mistake was ours or the seller's.

If you report a problem later than 7 days, we'll still help where the law requires us to, but it may be harder for us to investigate.

Photos are there to help you choose. Colours can look slightly different on screen, and packaging can change. Small differences like these aren't a fault, but an item that is materially different from its description is.

If we can't supply an item

Sometimes an item turns out to be unavailable after you've paid, for example because a supplier has run out. If that happens, we'll tell you and send the rest of your order as normal. We'll refund what you paid for the item we couldn't supply, and we'll only send a substitute if you agree to it first.

Changed your mind

  • Before dispatch: ask us to cancel and we'll refund you in full.
  • Items we buy from overseas after you order: once we've placed the order with our supplier, we may not be able to cancel it. If we can, we may deduct costs we can't recover, and we'll tell you how much before you decide.
  • After delivery: change-of-mind returns aren't guaranteed. Where we or the seller agree to a return, the item must be unused, in its original packaging, and you may have to pay the cost of sending it back.

Items we can't take back

For hygiene or safety reasons, we can't accept change-of-mind returns of items such as underwear, cosmetics or perishables once they've been delivered. This doesn't affect your rights if one of these items arrives damaged, faulty, wrong or not as described: tell us within 7 days and we'll put it right.

Items from independent sellers

Each product page shows the store selling it. For items from independent sellers, the seller is responsible for the item and its description, but you don't need to deal with them alone: contact us in the same way and we'll help resolve the problem, because we took your payment.

How to ask for a return or refund

  1. Contact us by email, phone or our contact form (details below).
  2. Tell us your order number, which item it's about, and what's wrong. You'll find the order number in your confirmation message and on Track Order.
  3. Send photos of the item and its packaging if you can. They help us sort things out quickly.
  4. Please keep the item and its packaging until we've agreed what happens next. If we need it back, we'll tell you how to return it.

How refunds are paid

  • Our support team reviews every refund request and tells you the outcome.
  • Once a refund is approved, we pay it back to the way you paid (M-PESA or card) or, if you agree, to your E-manthus wallet, where you can spend it straight away.
  • Card refunds can take extra days to appear because of the bank.
  • If a refunded order earned you points, a referral reward or a voucher, those may be reversed.

Contact us