Frequently asked questions

Add the items you want to your cart and place the order with your name, phone number and county. You can also send us what you want on WhatsApp. We will then contact you to confirm.

No. You only need to give us your name, a Kenyan phone number and your county.

Not yet. We contact you first to confirm availability, price and delivery details. Order confirmation is required before dispatch.

Open "Track order" at the top of the site and enter your order reference and the phone number you ordered with. You will see whether it has been confirmed, sent out or delivered. You can also message us on WhatsApp with the reference.

Yes, once you have received your order. Open the item on our site, choose "Write a review" and enter your order reference and phone number so we know you bought it. We check each review before it appears.

Yes, before it is dispatched. Contact us by phone or WhatsApp as soon as you can. If it has already been dispatched, contact us and we will agree what can be done.

Before your order is sent out. We do not offer payment on delivery. You can pay by M-Pesa when you place the order, or afterwards from "Track order"; for bigger items you can also pay in installments with Lipa Polepole.

A small booking fee (e.g. KSh 200 to 500) may be required for first-time customers to reserve your item and delivery slot. The balance is paid before your order is sent out.

M-Pesa. Where the site offers it, we send a request to your phone and you enter your PIN; otherwise we give you the payment details when we confirm your order. You get a receipt for every payment.

Prices are shown in Kenyan Shillings and do not include delivery. We confirm the price with you before dispatch.

It lets you get what you need and pay in small installments instead of paying all at once.

Pick the item you love, pay convenient weekly installments that fit your budget, and once it is fully paid you can pick up your item.

We agree an amount with you for the item you choose, and whether you pay it daily, weekly or monthly. You can send more at any time to finish sooner. Message us on WhatsApp to set it up.

Open "Lipa Polepole balance" at the bottom of any page and enter your plan reference (it starts with LP) and your phone number. You will see what you have paid, your balance and when the next installment is due.

Yes. Groups, chamas and merry-go-rounds can rotate purchases so everyone gets a chance to enjoy.

We sell within Kenya only and take orders from all 47 counties. We confirm delivery to your area when we contact you.

It depends on your county. For counties with a set fee, checkout shows it as soon as you choose your county and adds it to your total. For the rest, we tell you the fee when we call to confirm your order, before anything is sent.

We agree a delivery date with you when we confirm the order. It is then packed and sent through our courier partner.

Please be available at the agreed time and location and keep your phone on. If you cannot receive your order, kindly notify us in advance so we can agree another time.

Check your items as soon as you receive them. If something is damaged, missing or wrong, tell the courier and contact us straight away, and in any case within 7 days. We will replace it or refund you in full.

Yes, within 7 days of receiving it, for an exchange or store credit. The item must be unused and in its original packaging, and you pay the cost of sending it back. We do not give cash refunds for a change of mind.

It is refunded if the order cannot go ahead because of us, for example if the item is not available. It is not refunded if you cancel after paying it or are not available for delivery without telling us in advance.

We refund the installments you have paid, less a cancellation fee that we tell you when you start your plan.