Frequently Asked Questions
Find answers to common questions about our products and services
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Shopping Questions
How do I place an order?
To place an order, simply browse our collection, select the shoes you want, choose your size, and add them to your cart. When you're ready to checkout, click the cart icon in the top right corner and follow the steps to complete your order.
What payment methods do you accept?
We accept various payment methods including M-Pesa, bank transfers, credit cards, and debit cards. All payments are processed securely through our payment gateway.
How do I track my order?
Once your order is shipped, you will receive a tracking number via email and SMS. You can track your order using our order tracking page on the website.
Can I cancel or modify my order?
You can cancel or modify your order within 2 hours of placing it. Please contact our customer service team immediately to make any changes.
Shipping & Returns
How long does delivery take?
Delivery times vary depending on your location. Nairobi orders are delivered within 2-3 days, major cities within 3-4 days, and rural areas within 5-7 days.
Do you offer free shipping?
Yes, we offer free standard shipping on orders over KSh 5,000. Express shipping is free for orders over KSh 10,000.
What is your return policy?
We have a 30-day return policy. Items must be in their original condition with all tags attached to be eligible for return or exchange.
How do I initiate a return?
To initiate a return, please contact our customer service team with your order number and reason for return. We will provide you with return instructions and a return authorization number.
Product Questions
Are your products authentic?
Yes, all our products are 100% authentic. We source directly from authorized distributors and brands to ensure genuine quality.
How do I care for my shoes?
Care instructions vary by shoe type. We provide specific care guidelines on each product page. For general care, we recommend using a soft brush to remove dirt, using appropriate cleaning products, and storing them in a cool, dry place.
Do you offer warranties?
Yes, we offer a 6-month warranty on all our products against manufacturing defects. This warranty does not cover normal wear and tear.
Can I reserve a product?
Yes, you can reserve a product for up to 24 hours. Please contact our customer service team to make a reservation.
Do you offer customization?
We offer limited customization options for select styles. Please contact our customer service team to discuss your customization needs.
How often do you add new products?
We add new products to our collection on a weekly basis. To stay updated, subscribe to our newsletter or follow us on social media.
Still Have Questions?
If you can't find the answer to your question, please don't hesitate to contact our customer service team. We're here to help!