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Frequently Asked Questions
Last Updated: November 28, 2025
Order & Payment Questions
Q: What payment methods do you accept?
A: We accept M-Pesa (0791 176620), Cash on Delivery, and Bank Transfer to Equity Bank Account: 1920186454525.
Q: How long does order processing take?
A: Handling time is 1 business day. Orders placed before 7:00 PM EAT are typically ready for shipment the same day. Orders placed after the cut-off are processed the next business day.
Q: Do you store my payment information?
A: No, we do not store any payment information. All payments are processed securely through trusted channels.
Shipping & Delivery Questions
Q: What are your delivery timeframes?
A: Handling time is 1 business day. Transit time ranges from 2 to 6 business days. Total estimated delivery time is 3 to 7 business days across Kenya.
Q: Which courier do you use?
A: We partner with reliable courier services, including G4S Kenya, to ensure your orders are delivered safely and promptly.
Q: Do you deliver outside Nairobi?
A: Yes, we deliver to all counties and regions in Kenya.
Q: How much is shipping?
A: Flat rate shipping of KES 500 to all locations in Kenya.
Returns, Exchanges & Refunds Questions
Q: What is your return policy?
A: We offer a 30-day return window for both defective and non-defective products. Items must be unused and unopened in original packaging with all tags and accessories. Free return shipping on all approved returns.
Q: Can I exchange my item?
A: Yes, exchanges are available for damaged, defective, or incorrect items within 14 days of delivery. Contact us with your order number to start the exchange process.
Q: How long do refunds take?
A: Refunds are processed to your original payment method within 10 business days after we receive and inspect your return. All refunds are issued in KES.
Q: What condition must items be in for returns?
A: Items must be in factory-fresh condition: unused, unopened, with original seals intact, all tags attached, and complete accessories and documentation included.
Q: Which items cannot be returned?
A: Personal hygiene products, customized items, clearance/final sale items, and products without original packaging or tags cannot be returned.
Q: How do I start a return?
A: Email us at info@dekakigeneraltraders.co.ke with your order number. We'll verify eligibility and send you return instructions with a free shipping label.
Contact & Support
Q: How can I contact customer service?
A: Call/WhatsApp: 0791 176620 or Email: info@dekakigeneraltraders.co.ke. Response within 24 hours on business days.
Q: What are your business hours?
A: Mon-Sat: 09:00 – 19:00, Sun: Closed. Closed on Christmas, Boxing Day, New Year's Day; Open on Jamhuri Day 09:00 – 19:00.
Can't Find Your Answer?
Contact our customer service team for immediate assistance with any other questions.