Help Center - E-Shop Kenya Support

Tracking your order with E-Shop Kenya is simple and can be done in several ways:

1. Account Dashboard: Log in to your E-Shop Kenya account and navigate to "My Orders". You'll see all your recent orders with their current status and tracking information.
2. Email Tracking: Once your order ships, we send a confirmation email containing a direct tracking link. Click this link to see real-time updates from our delivery partners.
3. SMS Notifications: For mobile users, we send SMS updates at key delivery milestones including when your package is out for delivery.
4. Manual Tracking: If you have your tracking number (format: ESHOP-XXXXXX), you can enter it on our Track Order page.

Note: Tracking information typically updates within 24 hours of shipment. If you don't see updates after 48 hours, please contact our support team.

E-Shop Kenya offers multiple secure payment options to suit your preferences:

• M-Pesa: Complete your purchase instantly via M-Pesa Paybill number 123456. You'll receive a payment request on your phone to authorize the transaction.
• Credit/Debit Cards: We accept Visa, Mastercard, and American Express. All card payments are processed through secure PCI-compliant gateways with 3D Secure authentication.
• E-Shop Wallet: Our digital wallet lets you store funds for faster checkouts. You can top up via M-Pesa or bank transfer.
• Cash on Delivery: Available for orders under KES 50,000 in Nairobi, Mombasa, and Kisumu. A 2% service fee applies to COD orders.
• Bank Transfer: You can make direct deposits to our KCB account (Branch: 0100, Account: 123456789). Email the deposit slip to payments@eshop.co.ke.

Security Note: E-Shop Kenya never stores your full payment details. All transactions are encrypted using 256-bit SSL technology.

Our hassle-free return process ensures you can shop with confidence:

Eligibility:

• Items must be returned within 14 days of delivery
• Products must be unused, in original packaging with all tags attached
• Electronics must have all accessories and unbroken seals

Return Process:

1. Log in to your account and go to "Order History"
2. Select the item(s) you wish to return and choose a reason
3. Print the prepaid return label that appears (or show the digital version at drop-off)
4. Package the item securely in its original packaging
5. Drop off at any of our 200+ partner locations nationwide (including Naivas, Shell Select, and Posta outlets)

Refund Timeline:

• Refunds processed within 3 business days after we receive your return
• M-Pesa refunds: 1-2 hours after processing
• Card refunds: 5-7 business days depending on your bank
• Wallet credits: Instant

Exceptions: Certain items like perishables, intimate apparel, and customized products cannot be returned. See our full Return Policy for details.

Our delivery options are designed for your convenience:

Standard Delivery:

• Nairobi: 1-2 business days (KES 150)
• Major Towns: 2-3 business days (KES 250)
• Other Locations: 3-5 business days (KES 350-500)

Express Delivery:

• Nairobi: Same day if ordered before 12pm (KES 300)
• Major Towns: Next day (KES 400)

Free Delivery Thresholds:

• Orders over KES 3,000 in Nairobi
• Orders over KES 5,000 outside Nairobi

Delivery times exclude public holidays. You'll receive SMS updates with estimated delivery windows. Our drivers typically operate between 8am-8pm.

If you've forgotten your password, follow these steps to regain access:

Password Reset Process:

1. Go to the login page and click "Forgot Password"
2. Enter the email address or phone number associated with your account
3. Check your email/SMS for a 6-digit verification code (valid for 15 minutes)
4. Enter the code on the verification page
5. Create a new strong password (minimum 8 characters with uppercase, lowercase, and numbers)
6. Confirm the new password and click "Reset Password"

Security Recommendations:

• Never share your password with anyone
• Avoid using easily guessable passwords like "123456" or "password"
• Consider changing your password every 3-6 months
• Enable two-factor authentication in your account settings for added security

Troubleshooting: If you don't receive the reset code, check your spam folder or request a new code after 5 minutes. Still having issues? Contact our support team.