Frequently Asked Questions

How do I place an order?

  1. Search for the product through on search bar
  2. Scroll through the list of available items and click on the product you want
  3. Select size or color if necessary and click “Buy”
  4. Confirm list of items in the shopping cart and click on the” check out “or “continue shopping”
  5. New customers: Enter your email address only 5. Returning customers: Enter your password and email address
    1. New customers: Enter the address you would like the products delivered
    2. Returning customers: Confirm the address you would like the order delivered.
  6. Choose your shipping address or pick-up locations if preferable
  7. Choose your payment method
  8. Click on “confirm your order” on payments page then sit back and relax, we will call you to confirm your order!

If you encounter any problems while placing your order, do not hesitate to contact us on 0712640013 or email us at customercare@smartbuy Next steps After you have placed your order, please confirm that you have received an email from Smartbuy with the order number. Smartbuy representatives will then give a call to confirm your order and reiterate the expected delivery timeline After these two steps, Smartbuy will work on your order and update you via the email and phone numbers provided once it is shipped.

General questions

How do I search for products?

Log in to Smartbuy Online and search for the product of your choice; place an order and it will be delivered to you.

Where is your physical store located?

Our deals are done online and therefore we don’t have a physical storage location, you make your order online and we deliver. You can also pick your product at our offices in South B Nairobi.

How do I register?

Click on SIGN UP and provide us with your details. In case you need our daily newsletter for greater deals subscribe for our Newsletter.

Do you sell used or fairly used products?

No, we only deal with brand new products with warranty on selected items.

How can I sell my products on your website?

For potential suppliers you can contact us through our number or email

What if I cannot find my particular product on Smartbuy?

You can contact our customer care, we will assist you get them. Payments

How do I make payment?

You can via Mpesa,Airtel Money and cash on delivery. We will be introducing PayPal and Visa payments very soon.

Do you offer instalment payments?

No, all customers make their full payments on delivery or prior if you want.

Are your prices negotiable?

We don’t negotiate on our prices because we have worked them out well to suit you as our customer. Our prices are the best in Kenya.

Will my card details be safe?

We value you details so we keep them private and confidential.

Can I use two methods of payment when ordering online?

You can pay via both Mpesa and cash. Shipping & Delivery

Can you deliver to me outside Nairobi?

Currently we don’t unless you taking care of the transportation fee. Free delivery within Nairobi and outskirts.

Can you deliver outside Kenya?

No, we currently venture on the Kenyan market alone.

When will I get my product after I place an order (delivery period)?

You will get your product within 24hrs after placing an order. Delivery time varies depending on your strategic location but all are done within 24hrs.

Do you have an office address?

Our email is and our postal address is 13097-00400 Nairobi.

Can I pick up my item instead of having it delivered?

Yes, you pick your product at our office in South B Nairobi.

What if I am not home at the time of delivery?

Its advisable to give the proper location where we can get you any time during delivery. But our riders will call you frequently so that you update them on your current location.

Can my parcel be delivered to an office address?

Yes, the product can be delivered to an office once appropriate payment method has been followed.

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

Contact our customer care to track your order.

Which occasions do you accept Cash on Delivery?

All occasions given its safe for our customer.

How do I track my order?

Contact our customer care.


What is your returns policy?

You can return the product within 7days after delivery.

I have received a faulty item.

Immediately contact our customer care and you will be advised immediately. We however the best.

I have received my goods but I do not like them.

Do not break the seal if you don’t like the product and have it returned by our rider.

I have received my order but the wrong item was delivered to me

Do not break the seal if you don’t like the product and have it returned by our rider.

Is there anything that I can't send back for a refund/replacement?


How long have I got to send an item back and get a refund?

The refund will be made after the product reaches our offices

I was charged a shipping charge. Will it be refunded when I return my product?

No, we won’t refund you because we have incurred a cost on transportation/delivery.

How will I receive my refund?

Via Mpesa or Cash.

How long will the refund process take?

Less than 24 hours

I have not received my refund yet. What do I do?

Contact our customer care for further.