Support
Something not working, or not sure which model is right for you? Start here. Most questions are answered by a person on WhatsApp within a few minutes during opening hours.
Talk to someone
- WhatsApp — the fastest route, and you can send a photo of the problem.
- Call the shop — best for stock checks and delivery questions.
- Email — best for anything with paperwork attached, like an invoice or an LPO.
- Visit a store — diagnostics and setup are done while you wait.
Common requests
- Checking whether a device is covered, and starting a repair.
- Moving data from an old phone to a new one.
- Setting up a warranty claim or a return.
- Ordering for a business, with an invoice.
If your question is about an order you have already placed, have the order number ready — it is in the confirmation email, and it lets us look everything up without asking you to repeat yourself.
Talk to a person
- Capital Centre Ground Floor +254 700 000 001
- Galleria Shopping Mall Ground Floor +254 700 000 002
- Garden City Mall Ground Floor +254 700 000 003
- IPS Building 1st Floor +254 700 000 004
- JKIA Terminal 1A +254 700 000 005
- Junction Mall Ground Floor +254 700 000 006
- Village Market Ground Floor, New Wing, next to the Food Court +254 700 000 007
- Westgate Shopping Mall 2nd Floor +254 700 000 008
- Yaya Centre Ground Floor +254 700 000 009
- Yaya Service Centre 3rd Floor +254 700 000 010
Frequently asked
Delivery and collection
Where we deliver, how long it takes and what it costs.
How quickly will my order arrive in Nairobi?
Orders confirmed before 2pm are delivered the same working day inside Nairobi. Orders placed after 2pm, or on a Sunday, go out the next working day. You will get the courier name and a tracking link as soon as the parcel leaves us.
Do you deliver outside Nairobi?
Yes, countrywide by courier in one to two working days, from KShs 400 depending on the destination. We also ship across East Africa; duties and taxes at the destination are yours to settle.
Can I collect from a store instead?
Collection is free and usually ready within two hours during opening times. Bring your ID and the order number. Say which store you want when you check out, or reply to the confirmation email and we will move it.
Is delivery insured?
Every parcel is insured while it is with the courier. If something arrives damaged, tell us within 48 hours and we will replace it rather than send you into a claims process.
Returns and refunds
Changing your mind, and what happens when something is faulty.
Can I return a device I have opened?
Yes, within 7 days of delivery, provided it is in the condition you received it and nothing is missing from the box. Opened devices carry a 15% restocking deduction; sealed ones are refunded in full.
What if the device is faulty out of the box?
That is a warranty claim, not a return, and there is no deduction. Bring it to any of our stores or start a repair request online, and we will diagnose it free of charge.
How long does a refund take?
We approve returns within two working days of the device reaching us, and the money is back in your account within five working days after approval. M-Pesa refunds usually land the same day.
Are software and gift cards returnable?
Once a software licence has been issued or a gift card has been sent, neither can be returned. Everything physical can.
Warranty claims
What is covered, what is not, and how a claim is handled.
How long is the warranty?
Two years on every new device we sell, against manufacturing faults. That is longer than the standard one year, and it is handled locally rather than by shipping your device abroad.
What is not covered?
Accidental damage, liquid damage, and normal wear such as a battery losing capacity over time. We can still repair these, but they are quoted separately and the quote is free.
What do I need to make a claim?
Your receipt, or the order number if you bought online — we can look that up. Nothing else is required, and you do not need to have registered the device anywhere.
How long does a warranty repair take?
Most are done within three to five working days. If a part has to be ordered we tell you before we start, with the expected date, rather than leaving you to chase us.
Setup and activation
Turning the device on for the first time, and moving across from your old one.
Do you set it up for me?
Yes. Walk into any store and we will move your data across, sign you in and get a backup running. It takes about twenty minutes and there is no charge for anything we sold you.
Can I move from Android to iPhone?
You can, and it is one of the things we do most often. Install Move to iOS on the Android phone, have both devices on the same network and plugged in, and bring them to us if you would rather not do it alone.
Is the device locked to a network?
No. Every device we sell is unlocked and works with any Kenyan network that supports the model. Where a model has an eSIM-only variant, the product page says so before you buy.
What happens if I forget my Apple Account password?
Bring the device in with proof of purchase. We cannot reset an Apple Account for you — nobody except Apple can — but we will start the account recovery process with you and keep the device on site so you are not doing it on a phone you cannot use.
Payment and financing
How to pay, and how the instalment plan works.
What payment methods do you accept?
M-Pesa, Airtel Money, Visa and Mastercard, and bank transfer. Business customers can be invoiced against an LPO.
How does Lipa Pole Pole work?
You pay a portion today and the rest over 3, 6 or 12 months, with nothing added to the price for spreading it out. There is no penalty for settling early.
What do I need to qualify for instalments?
You need to be 18 or over, with a national ID and a phone number registered in your own name. Orders below KShs 50,000 are paid in full. Approval is usually the same day.
Can I pay a deposit to hold a device?
Yes. A deposit holds the device at the price you were quoted, and you settle the balance when you collect it or when it is delivered.