FAQ

No. There is no sign-up anywhere on this site. You order with a name and a phone number, and you find the order again with that number.

You land on a confirmation page with an order number like KX-1047 as soon as M-Pesa confirms. If you did not see that page, the order did not complete — check your M-Pesa messages and send us the code if money left your account.

Yes. Send us the pair and your size and we will take it from there. Plenty of people prefer it and we do not mind at all.

Message us as soon as you can. Before it is handed to the courier we can change the size, the address, or cancel it and refund you. After that it becomes a return.

M-Pesa. You enter your number at checkout, a PIN prompt comes to your phone, and you approve it there. Card is coming.

Wait a few seconds, then use the Send again button on the checkout page. If it still does not come, the usual cause is another M-Pesa request already running on the line — finish or cancel that one and try again.

Nothing was charged. Press Send again on the same page and the prompt comes back.

Not at the moment. Everything is paid before it leaves us, which is part of how the prices stay where they are.

You never type an M-Pesa PIN into this website. The prompt comes from Safaricom on your own phone and the PIN is entered there.

It depends where you are, and every price is published on the delivery page rather than quoted on request. The exact fee for your address shows at checkout before you pay.

On orders over KSh 5,000 anywhere in Nairobi.

Nairobi is next day, and same day if you order before the afternoon cutoff. Elsewhere in the country is two to three days depending on the town.

Yes, and it is free. Pick the collection option at checkout and come by during opening hours with your order number.

Enter your order number and the phone you paid with on the tracking page and you get the current status, plus the courier's tracking number once the parcel is handed over.

Both. Sizes are listed as UK with the EU number underneath, because people here shop across the two.

Measure your foot — there are three steps on the size guide and it takes a minute. Then send us the number in centimetres on WhatsApp and we will tell you which size to take in that specific shoe.

No, and we say so. Nike tends to run small and Converse runs large. Where a particular pair runs differently we put a note on its product page.

Then we do not have it in stock right now. The sizes shown on a product are the ones we can actually send today, which is why you will never order a size and then hear it is unavailable.

Yes. Seven days from delivery, unworn, in the box, tags on. We would rather exchange it for the right size than refund you, but tell us if nothing works.

If we got it wrong, we pay both ways. If it is a size or a change of mind, you cover getting it back to us and we cover sending the new pair out.

Two working days back to the M-Pesa number you paid from, once the pair is with us.

Yes, and we do not ask you to take that on faith. The authenticity page sets out where we buy, what we check on every pair, and the guarantee: if a pair is ever proven not authentic, a full refund plus the return shipping.

Yes. Every pair is photographed here after it arrives, so what you see is what is in the box rather than a manufacturer's render.

Sometimes. Message us with the pair and your size and we will tell you honestly whether it is coming back or not.