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Everything you need to know about the product and billing.
To place an order:
You will receive an order confirmation via email.
We accept M-Pesa and cash on delivery (selected locations). Choose your preferred payment method at checkout for a seamless shopping experience.
Canceling your order is the last thing we want to do but some situations come up where cancellation is the best option to save you time and money. If your order is canceled, you won’t be charged. Find more information about auth holds.
The most common reasons an order might be canceled are:
We will send you an email if any part of your order is canceled or if we need more information to process your order.
After placing your order, you will receive a tracking number via email. Use this number to check the status of your delivery on our Order Tracking Page.
If you receive an incorrect or damaged product, please contact our support team within 24 hours with your order details and photos of the item. We will arrange for a replacement or refund based on our return policy.
To create an account, click on the “Sign Up” button on the homepage, enter your details (name, email, and password), and verify your email address. Once verified, you can log in and start shopping.
In the event you forget a password, you can reset your password directly via forgot password button.
If you wish to delete your account, please contact our support team through the “Help Center” or email us at shop@esimusoft.co.ke. Keep in mind that account deletion is permanent and cannot be undone.
We accept returns within 7 days of delivery, provided the item is in its original condition, unused, and in its original packaging. Some products may have different return policies, which will be indicated on the product page.
To initiate a return, contact our customer support team via shop@esimusoft.co.ke with your order number and reason for return. We will guide you through the process, including return shipping instructions.
Once we receive and inspect the returned item, we will process your refund within 5-7 business days. The refund will be issued via the original payment method or as store credit, depending on your preference.
Yes! If you’d like to exchange an item for a different size, color, or variant, please contact us within 7 days of delivery. Exchanges are subject to stock availability.
Shipping times depend on your location and the selected delivery option. Standard shipping takes 2-5 business days, while express shipping delivers within 1-2 business days in major towns.
Yes, same-day delivery is available for select locations. Orders must be placed before 12 PM to qualify. Additional charges may apply.
If your order hasn’t arrived by the expected delivery date, you can check the website to see the current status of your order here.
Yes, you can update your shipping address within 1 hour of placing your order by contacting our support team. Changes after this period may not be possible if the order has already been processed.
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