Faqs

Effective Date: 30 September 2024

Welcome to Shopline KE FAQ section. Here you’ll find answers to the most common questions our customers ask about our products, services, deliveries, and policies.

1. What is Shopline KE?

We are an online gift store based in Nairobi, Kenya, offering a variety of quality gift items for all occasions — including home décor, personalized items, accessories, and more — delivered conveniently to your doorstep.

2. Where are you located?

Our office is located at:
📍 Nairobi, Accra Road, Tea Room Stage, Junction Trade Centre Building.

3. How can I place an order?

You can place an order directly through our website www.shoplineke.com by adding your desired items to the cart, proceeding to checkout, and completing payment.

4. What payment methods do you accept?

We accept the following payment options:

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  M-PESA

  
  


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  Bank transfers

  
  


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  Mobile money payments

  
  


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  Selected debit/credit cards (as displayed at checkout)

  
  

5. How long does delivery take?

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  Nairobi Deliveries: 1–2 business days

  
  


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  Other Regions: 2–5 business days
  Orders placed on weekends or public holidays are processed on the next business day.

  
  

6. How much is delivery?

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  Nairobi: KES 300

  
  


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  Other Regions: Varies by location — displayed at checkout

  
  


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  Free Delivery: Available for orders over KES 15,000

  
  

7. Can I track my order?

Yes. Once your order has been dispatched, you will receive a confirmation SMS or email with tracking details and the expected delivery timeline.

8. Do you accept returns?

Yes. We accept returns for unused, undamaged items in their original packaging within 2 days of receiving your order. See our Return & Refund Policy for full details.

9. What if my order arrives damaged or incorrect?

If you receive a defective, damaged, or incorrect item, contact us within 24 to 48 hours of delivery. We will arrange for a prompt replacement or refund at no extra cost to you.

10. How can I contact customer support?

You can reach us through:

📧 Email: [email protected]
📞 Phone: +254 793 876 232
📍 Visit us: Nairobi, Accra Road, Tea Room Stage, Junction Trade Centre Building