FAQ

  • My items haven't arrived yet. What can I do?

    If your order has taken longer than the expected timeframe to arrive, please contact the seller directly.

    We will be also happy to assist you to get the item delivered to you if seller is unable to provide you the information.

    You may check the status of your order directly from our website or contact customer support team through email :-support@duukaan.co.ke.

  • How safe are my payment details given in the website

    We use Secure Socket layer (SSL) certificate to ensure your payment details given in the website are safe.

  • Can I use two modes of payment while ordering in the website?

    Unfortunately we currently only accept one payment method per order. However, this is something we are looking to introduce in the future.

  • How do I know you received the payment?

    Once the payment is made and order is submitted by you, the status of your order will be updated to "Processing" in your customer account portal. 

    Besides this, our customer service will also inform you within 1-2 business days through email/SMS or phone once your order is ready to be shipped.

  • Do you offer payments in installment?

    We currently are unable to provide instalment payment scheme to our customers.

  • Are your prices negotiable?

    Our prices are non-negotiable and prices are fixed. We constantly try to offer discounted prices on products by negotiating with our merchants

  • Can you deliver to me outside Nairobi?

    Yes, Duukaan delivers products to locations outside Nairobi and within Kenya.

  • Can you delivery to me outside Kenya?

    Currently, Duukaan does not offer services to deliver outside Kenya. However, we are looking to expand our operations to other countries in the near future.

  • When will I get my product after placing the order?

    Our standard delivery timeline is 2-10 days depending on your location. As soon as your order is dispatched by the merchant, you will receive an email to confirm that your package is on its way.

  • What is Jambopay?

    Jambopay is highly secured online payment gateway which facilitates users to make payment online using the credit/debit/ mobile payment methods.

  • How do I make payment?

    For your convenience, we are offering the following payment options through Jambopay.

    1. VISA

    2. MASTER

    3. M-pesa

    4. Airtel Money

    5. Yu Cash

    6. Kenswitch

    7. Orange money

     

  • How do I register in the website?

    Click on Register

    Click Register

     

    Fill the information and click "Create Account".

    You will receive a confirmation email once the account is created.

     

     

  • How do I make an order??

    product_category

     

    addtocart

     

    Similarly search for other product that you wish to buy and add them to Cart. After adding all the products that you wish to buy to the Cart, Click on  ‘proceed to checkout’ tab to complete your order process 

    checkout

    Check the Quantity details. If you need to edit the details, please edit them and click on "proceed to checkout"

    checkout_confirmation

    Filling out the Shipping, billing details and choose payment method. Then click on " Place order now" to order the items.

    place_order_now

     

    Choose Payment Method

    choose_payment_method_in_jambopay

    Enter payment details and click "Submit"

    enter_payment_details

    A confirmation message will pop up. You will also receive confirmation email of your order.  Next, wait for your order to be shipped and delivered to you.

    order_confirmation

     

  • What are the requirements to start selling on Duukaan?

    Selling in Duukaan is very simple and easy. You can start selling in Duukaan as an individual or through a registered company in Kenya. First you will need to fill up our sign up form and submit your Identification & business registration documents online. Once we verify all the details, we shall approve your account and then you can start selling in Duukaan

  • What are the costs for selling on Duukaan?

    We offer different types of packages to cater to allow all merchants to sell on Duukaan. You can start posting your products in Duukaan for free. Only when you start selling,  you need to pay comission (based on product category). 

  • What products can I sell on Duukaan?

    You can sell all items that match the product categories list provided in our website.

  • When will I get my money?

    We will pay you within two weeks from issuing the Settlement Invoice. 

    Duukaan will pay the merchant  as per the monthly statement of the implemented Orders along with a Settlement Invoice visible on the Merchant Portal, stating the total number and type of the Products delivered during that month, the total amount of Duukaan’s commission, any fees or amounts payable by the Supplier to Duukaan and the amount due to the merchant after deduction of Duukaan’s due amounts from the payment balance (“Settlement Invoice”). 

  • How long does it take to process my application as a new seller?

    Once you fill up the signup form online, made payment (if applicable) and provided us all verification documents, we will take 3-5 working days to complete the approval process. Once approved, you can immediately start selling product on our website.

  • How do I track the status of my order?

    You can track the status of your order(s) using "My Orders" feature available in your account.

    Choose " My orders" from "Welcome < your account name>" availabe on the top right corner.

     

     

    You will see  your list of orders in the account. To view detail of your order click on "View order"

     

    Otherwise, You can briefly see the status of all your orders

    Pending: Received order, In process of verifying payment and confirming order.

    Processing: Finished verifying payment and in process of shipping.

    Completed: Item is shipped by merchant.

    Closed: Item is received by customer.

    Cancelled: Order is cancelled.

     

    Alternative you can also know the status of the order

     1)     By directly contact the seller of the item either by filling up the message form  to seller or through live chat options. in the website.

    2)     You may email: support@duukaan.co.ke and request for details.

  • How do I search for products?

    There are two ways of searching products

    1)Based on the product that you are looking for, You can click on the respective categories name available on the left of the home page and view the products available in the categories.

    2)You may also use the search bar located on the top of our homepage.

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