Frequently Asked Questions (FAQs)

Welcome to the Jesoko FAQs page! Here, you’ll find answers to the most common questions about our products, services, and policies. If you don’t find the information you’re looking for, feel free to contact our customer support team for assistance.

1. Ordering & Payments

Q: How do I place an order on Jesoko?

A: Simply browse our website, add your desired items to the cart, and proceed to checkout. Follow the prompts to enter your shipping details and payment information to complete your order.

Q: What payment methods do you accept?

A: We accept various payment methods, including:

• Mobile money (M-Pesa).
• Cash on delivery

Q: Is my payment information secure?

A: Yes, we use secure encryption technology to protect your payment information. Your data is safe with us.

Q: Can I modify or cancel my order after placing it?

A: You can modify or cancel your order only if it has not yet been processed for shipping. Contact us immediately at info@jesoko.com or call +254 799 655814 for assistance.

2. Shipping & Delivery

Q: What are your shipping options?

A: We offer two delivery methods:

1. Door Delivery: Delivered to your address within 1–6 business days.
2. Pickup Stations: Collect your order from a designated pickup location.

Q: How long does delivery take?

A: Delivery times vary by location:

• Nairobi, Kiambu, Thika, Syokimau, Athi River: 1 day.
• Mombasa, Eldoret, Naivasha, Kisumu: 1–2 days.
• Other locations: 1–6 business days.

Q: What are your shipping fees?

A: Shipping fees are based on your order value:

• KES 0.01 – 5,000: KES 150.
• KES 5,000.01 – 15,000: KES 500.
• KES 15,000.01 and above: KES 1,000.

Q: Do you deliver on weekends or public holidays?

A: No, deliveries are made Monday to Saturday, excluding public holidays.

3. Returns & Refunds

Q: What is your return policy?

A: You can return items within 14 days of delivery, provided they are unused, in their original packaging, and in resalable condition. Some items, like personal care products and software, are non-returnable.

Q: How do I initiate a return?

A: Contact us at info@jesoko.com with your order number and reason for return. We’ll provide return instructions and authorization.

Q: Who pays for return shipping?

A: Customers are responsible for return shipping costs unless the item is defective or incorrect.

Q: How long does it take to process a refund?

A: Refunds are processed within 14 business days after we receive and inspect the returned item.

4. Product Information

Q: Are your products genuine?

A: Yes, we only sell 100% genuine products from trusted brands and suppliers.

Q: Do you offer warranties on products?

A: Some products come with a manufacturer’s warranty. Please check the product description or packaging for warranty details.

Q: Can I exchange a product?

A: We only replace items if they are defective or damaged upon delivery. Contact us within 14 days of receiving your order to request an exchange.

5. Account & Technical Support

Q: How do I create an account?

A: Click on the “Sign Up” button on our website and follow the prompts to create an account. You’ll need to provide your name, email address, and a password.

Q: I forgot my password. How do I reset it?

A: Click on the “Forgot Password” link on the login page, and we’ll send you instructions to reset your password via email.

Q: How do I track my order?

A: Once your order is shipped, you’ll receive a tracking number via email or SMS. Use this number to track your order on our website.

6. Contact & Support

Q: How can I contact Jesoko customer support?

A: You can reach us via:

• Email: info@jesoko.com
• Phone: +254 799 655814
• Address: London Beauty Centre, Taveta Rd, Nairobi

Q: What are your customer support hours?

A: Our customer support team is available Monday to Saturday, 8:00 AM – 6:00 PM, excluding public holidays.

7. Miscellaneous

Q: Do you offer discounts or promotions?

A: Yes, we regularly run promotions and discounts. Follow us on social media or subscribe to our newsletter to stay updated.

Q: Can I order from outside Kenya?

A: Currently, we only ship within Kenya. We’ll notify you if we expand our services to other regions.

If you have any additional questions, feel free to contact us. We’re here to help!