Frequently asked questions
Can't find what you're looking for? WhatsApp us or call 0731 688 073.
Delivery & returns
When will I get my order?+
Within Nairobi, same-day if you order by 2pm Mon–Sat. Outside Nairobi, 24–48 hours via G4S or Wells Fargo. We send SMS updates at every stage.
How does pay-on-delivery work?+
Order online, pay nothing yet. The rider arrives, you try the shoes on, and pay in cash or M-Pesa only if you keep them. We confirm by phone before dispatch to avoid no-shows.
Where do you deliver?+
We deliver everywhere in Kenya. COD is currently Nairobi-only (8 zones). Outside Nairobi, prepay via Pesapal — M-Pesa, card, or Airtel Money.
Can I return them?+
Free swap within 7 days for size, colour, or change of mind. The rider takes them back, brings the new pair next round. No restocking fee on first swap.
What about made-to-order shoes?+
Some items (e.g. Kifaru Oxford, Maua Flat) are made-to-order. They take 5–7 days to make. We refund or swap if there's a fit issue, but they aren't restockable in the same way.
Sizing
How do I find my size?+
We use EU sizes. Trace your foot on a sheet of A4 paper, measure heel to longest toe in cm. Match to: 36 = 23cm, 38 = 24.2cm, 40 = 25.4cm, 42 = 26.7cm, 44 = 28.0cm. Add 0.5cm if you want extra room.
What if I'm between sizes?+
For sneakers and trainers, size up. For heels and boots, size down. If unsure, order both — only pay for the one that fits, the rider takes the other back.
Kids sizes?+
EU 28 ≈ aged 4–5, 30 ≈ 5–6, 32 ≈ 7–8, 34 ≈ 8–9. Always measure the foot rather than guessing by age.
Payment
How do I pay?+
Three ways: M-Pesa STK push, Visa/Mastercard, or pay-on-delivery (Nairobi). Cards and M-Pesa go through Pesapal — Kenya's most-used payment gateway.
Is M-Pesa STK safe?+
Yes. We never see your M-Pesa PIN. The prompt comes directly from Safaricom on your phone. You enter your PIN there, and we get a confirmation receipt.
Do you take cards?+
Visa and Mastercard via Pesapal hosted checkout. Your card details never touch our servers — they go directly to Pesapal's PCI-compliant gateway.
Discounts?+
Use WELCOME10 for 10% off your first order. Buy 2 pairs and we knock KES 500 off automatically; 3+ pairs saves KES 1,000.
In-store
Where are your stores?+
Nairobi: Westgate, Two Rivers, Garden City, Yaya Centre. Plus Mega Plaza in Kisumu. See the full list at /stores.
Can I order online and pick up in store?+
Yes — choose 'In-store pickup' at checkout. Free, ready in ~4 hours, pay when you arrive (M-Pesa or cash) or prepay online.
Do you have my size in store?+
Stores stock most popular sizes but not always all. If a store doesn't have your size, we can transfer from our warehouse same-day to any Nairobi store.
Still have a question?
Talk to a real person. WhatsApp is fastest — we usually reply in 5–10 minutes during business hours.