Return Policy

Return Policy for ShopKe Kenya

What are the conditions for returning an item?

15 day free returns policy: Subject to Terms and Conditions.

Requirement for a valid procedure

  • Proof of purchase – (order number, invoice, etc).
  • Original packaging – the manufacturer packaging.
  • Any free promotional items – gifts or accessories delivered with the purchased item.
  • Valid return reason – please refer to the section below for the details.

For missing items, wrong items and damaged products especially broken screens please check with our riders during delivery and return on the spot or report as soon as possible to enable a return.

Please Note:

Items in the categories below will NOT be eligible for a return based on 'CHANGE OF MIND'. This condition stands even when the seal is still intact. This, therefore, means such items can only be returned if you receive a wrong item or item has a quality issue;

  • Innerwear, spa, swimsuits & Beach wear.
  • Books and Stationery.
  • Grocer's Shop/ Fresh foods and other food items.
  • Beddings.
  • CDs, DVDs, Office & business softwares.
  • Cosmetics, manicure & pedicure and grooming/ facial skincare products (Lotions and creams).
  • Hair care and hair items.
  • Perfumes, jewelry, health & wellness products, adult toys.
How do I return an item?

For any return request please call us on +254711907546 or email

How much time do I have to return a product to the ShopKe?

All items sold on ShopKe, under certain conditions, can be returned within a period of 15 days from delivery date. For instance if you received your product on date 1, you have until 15th to contact our Customer Service.

NOTE: You have 15 days to notify us of your return online or by calling Customer Service, from the day you received your purchase. For defective items, note that you have 15 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.

How do I send my product back to ShopKe?

We will make 3 attempts within 3 working days to pick-up the returning item after you submit the return request. However if we're unable to get in touch with you, the item will have to be returned at the ShopKe your own cost.

How do I track my return status?

We will keep you updated via email and SMS about the status of your return. For any inquiries contact our Customer Service on +254711907546

Is my product under warranty?

Kindly contact our customer care on +254711907546 for more information.

If my returned product is not validated for refund, how do I get informed?

If your return is invalid, then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item. Note that we will make two (2) attempts to return the product to you. However, after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days, it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law.

What if I received something I didn't order?

On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. In the case you accept it from the delivery agent, you can still return it within 15 days.

Do I have to return all products in my order?

No, you do not have to return your entire order. You can return certain product(s).

Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 15-day return period. If you experience issues after our return period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.

What should I do if I want to exchange a product and it is either sold out or not available?

You will have to return your product, within the 15 days after the delivery, and place a new order when it becomes available again.

Do I have to return the free gift when I return a product?

Yes, any free gift must be also be returned.

Do I have to pay for shipping charges when I return a product?

There are no charges for shipping a product back to ShopKe.

What if I have a missing item in my package?

We will only be liable if the missing item is reported on the spot. Please ensure to countercheck during pickup/delivery to confirm if all the items have been delivered.