Customer Help

Our happiness team is always here to assist.

Common purchase queries answered

Orders and Shipping

For our customers within Nairobi, you can pay upon delivery using Mpesa (we don’t accept cash).

If outside Nairobi, we will deliver your product via G4S courier services which take 24hrs and you pay for it at G4S offices after you have collected the item.

Occasionally, If you’re a first-time customer, we might ask you to pay the delivery fee first, this is just a precaution we take to ensure the client is committed and will no doubt collect the item once it’s been shipped. We do this to reduce the number of returns.

How long does it take for me to receive my order?

If you’re within Nairobi or Kiambu county, you’ll get your order in 1-2hr by motorbike.

If you’re outside these two counties, you will receive your order the following day by 1pm at your nearest G4S office.

How much do you charge for shipping?

A shipping fee is charged based on your location and the weight of the item.

Are your prices VAT inclusive?

No, our prices are VAT exclusive.

How do I create an account?

Call us on 0746 311 311 or send us an email at shoprexorders@gmail.com

How do I change my shipping address?

Call us on 0746 311 311 or send us an email on shoprexorders@gmail.com

How do I track the status of my order?

Click track my order on the menu or Send us a message on 0746 311 311

Will you keep my credit card information on file?

We at the moment don’t take card payments.

If you need to swap an item

Returns and Exchanges

What is your returns policy?

We give a 24-hour grace period within which the customer can return or exchange a product in case it is faulty or not as described.

We do not accept returns just because the customer wishes to buy something else or somewhere else. This is not a good enough reason to return a product. It’s impossible to resell some products after they’ve been opened or unsealed as they will not pass as new items anymore.

The customer must have a valid reason as to why they’re returning the product. Some of the reasons you can get an exchange or refund are when the item is faulty, damaged, dysfunctional or the product delivered wasn’t the one ordered.

I received the wrong item

For a successful return & refund or exchage to occur, the product must be in the same condition they were delivered in. Place the item in its original packaging, including any accessories, manuals, tags or freebies it may have come with. If the product was sealed and the seal is now broken, the item cannot be returned.

Replacement is only done once the product has been returned, inspected and approved by our staff that it hasn’t been tampered with.

My order arrived damaged

If you’re outside Nairobi and wish to return a product, send it back through G4S address it as below.

To: Shoprex Services

Number: 0746 311 311

Location: Norwich Union House, Mama Ngina St 4th floor office 13, CBD Nairobi

What do I do if I entered an incorrect shipping address?

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Can I change or cancel an order after I've submitted it?

Yes Call us immediately on 0746 311 311 or email us shoprexorders@gmail.com

Can I pre-order an item that is sold out?

Sorry this is not possible.