Frequently Asked Questions
SHIPPING
Can I change my Shipping Address?
You can't change the shipping address once your order is placed. To change your shipping address, kindly cancel the order on your order page if yet to be shipped.
What are the shipping charges?
These are costs incurred by the store or its logistics partner in delivering your order to you. The costs are separately calculated and shown on the checkout page and in your order emails too
How Long Will It Take To Get My Package?
Delivery timelines vary depending on your shipping address/location. Kindly check on the store's Delivery times policies.
PAYMENT
What Payment Methods Are Accepted?
For now only MPESA and Direct Bank Transfer (Wire) are available. You can find these on Checkout page.
Is Buying On-Line Safe?
All necessary steps have been taken to ensure that all transactions are completely safe and that our customer's details are completely secure. Online payments are monitored continuously for suspicious activity and some transactions are verified manually if need be.
Order & Returns
How do I place an Order?
Click on 'Add to Cart' once you have chosen your product/service, to add this product to your cart.
Click on 'cart' icon in the top right corner, then click 'Checkout' button
Register/Login into your account by entering your email and password
Enter your shipping/billing information
Choose your preferred payment option (Mpesa or Direct Bank Transfer)
Click on 'Terms and Conditions' checkbox to accept, then click on 'Place Order' and complete your order.
Once your order is placed, we will either automatically confirm it by notifying you via email, or we will call you for confirmation in case we need more details (like in Direct Bank Transfer case). Please note that this confirmation is a MUST step before we ship your order. For any inquiries contact individual store owner (contacts are available on Single Product page, Vendor Info tab)
How Can I Cancel Or Change My Order?
You can cancel your order if it is in waiting to be shipped status. Please note that orders in shipped status cannot be cancelled. You can however request to return once you receive it. (check individual store Return Policy from the store page)
Do I need an account to place an order?
No, you don’t need to have an account already created. You can create one on the spot, once you want to buy. Alternatively you can shop as a 'Guest' and only provide shipping details.
How Do I Track My Order?
You will be updated on the status via email on the progressive stages. Once the orders status is shipped you can track its status using the tracking number via the link : https://www.sera.ke/order-tracking/
How Can I Return a Product?
Option 1: Go to your account Dashboard; https://www.sera.ke/my-account/ - create your return. Option 2: Call the seller contact number, found on your order email.
Returns are subject to Store Owner Return Policy, so check to be sure if Returns are allowed.