Faq

General questions

How do I search for products?

Click on the category name on the left of the homepage to view the products we have within those categories. You can also use the search bar located at the top of our homepage to find your preferred products.

Where is your physical store located?

Myduka dot biz is a fully online store and does not have any physical store fronts. This allows you to order our products wherever you are in the country at any time of the day or night through the online platform. You can view our full selection of products, include specifications and customer reviews, by searching through our website and clicking on the item you like

How do I register?

If you are a new user, then you can register in a few easy steps and create your own Myduka Dot Biz account.
1.Click on “register” 2.Just fill out your name, email, sign up for our newsletter, click on “submit” and you’re all done!
You can also register while ordering the product as a new customer. You will be prompted to create a new account after checking out of your shopping cart.

Do you sell used or fairly used products?

All the products on our website are brand new. We assure you authenticity and originality.

How can I sell my products on your website?

Myduka.biz has a trained team that source for suppliers of the products available for sale on our website. To become a supplier, please send an email with your proposal and company information to info@Myduka.biz. Your proposal could include pictures and prices of your products.

What if I cannot find my particular product on Myduka.biz?

If you cannot find what you are looking for make sure it isn’t listed under a different category. If this doesn’t help, you can contact Customer Service 0728 373 233or 0787 735 825or email us at customercare@Myduka.biz. If we do not currently carry this particular item, then please inform us as we are always looking to broaden our product selection, and keep our customers satisfied.

Shipping & Delivery

Can you deliver to me outside Nairobi?
myduka.biz is happy to deliver products to its customers anywhere in Kenya.
Can you deliver outside Kenya?

Myduka.biz delivers out of Kenya through our shipping partners.

When will I get my product after I place an order (delivery period)?

Our standard delivery timeline is 1-2 days depending of your location. As soon as your order is dispatched from our warehouse, you will receive an email to confirm that your package is on its way. You will also be contacted by our dispatch personnel on the day of delivery.

Do you have an office address?

Yes we do. Our corporate office is located along Ngong road. However, since we are an online store, we do not have physical showrooms. Once we receive your order, we will deliver it to your doorstep.

Can I pick up my item instead of having it delivered?

Myduka.biz offers delivery services and because of the goal of convenience, we do not encourage our customers to come to our office to pick up items. However, if that is your preferred option, we are happy to give you a call when your product is ready to be picked up so that you can make your way to our office to pick it up.

What if I am not home at the time of delivery?

As soon as your order is dispatched from our warehouse, you will receive an email to confirm that your package is on its way to your door. If we are unable to meet the estimated delivery date, we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If you are unavailable to take delivery or collection, we will leave a card giving you instructions on either re-delivery or collection from the courier. We will do as much as we possibly can to make sure you get your order.

Can my parcel be delivered to an office address?

Yes. Your parcel can be delivered to any address convenient for you. To make this possible, you must enter your preferred address as your ‘shipping address’ before you checkout.

My items haven't arrived yet. What can I do?

If your order has taken longer than the expected timeframe to arrive, please contact the customer support team by email at customercare@myduka.biz or call us on the numbers 0728 373 233or 0787 735 825 and we will be happy to assist you. You can also check the status of your order directly from our website or use the tracking ID we sent you.

Which locations do you accept Cash on Delivery?

We accept cash on delivery only in Nairobi.

How do I track my order?

You can track your order in two ways:

  • Communication with the delivery person whose contact you will be given as soon as your order is dispatched from the warehouse.
  • Our customer care will keep you updated.

Payments

How do I make payment?

For your convenience, we try to offer the best payment options. Currently, we have the following payment options: Cash on Delivery: Cash on Delivery (COD) payment method is our most convenient payment method. Using this service, you can select to pay in cash to the delivery agent upon receiving your order. Mobile money: We also accept Mobile money payments through M-pesa and Airtel money, Online payment by credit card: To pay online via our platform partner, please select Secure payment and confirm your order. You will be redirected to a secure page for your credit card details. Remember to always include the money transfer charges.

Do you offer instalment payments?

Myduka.biz works hard to fulfil all online shopping needs but unfortunately we don’t have the facilities to accommodate instalment payments. All our prices are very affordable and we definitely have products within your budget.

Are your prices negotiable?

Myduka,biz work very hard on making sure our prices are as competitive as possible. Therefore, our prices are non-negotiable.

What is 3D Secure?

It is the latest fraud prevention initiative launched by the card schemes as a more secure method for authenticating the cardholder at the time of the transaction. The instructions that you see on the pages within our site are coming directly from your card issuing banks and any information you submit on these authentication screens are securely passed to your bank. No information will be captured, stored or viewed on any system.

Will my card details be safe?

Yes, we use 'Secure Socket Layer' (SSL) technology to encrypt your payment card to ensure your details are safe.

Why has my card been declined?

There can been several reasons why your card has been refused such as the use of a wrong PIN. For further details, please contact your card issuer.

Can I use two methods of payment when ordering online?

Unfortunately we currently only accept one payment method per order. However, this is something we are looking to introduce in the future.

Returns

What is your returns policy?

We provide our customers with a 1-day notice period for returns. This return period starts from the day the order was delivered to your doorstep. Please note that the items must be in their original condition, unused and sealed. If you are dissatisfied with any product you receive, you can request for a replacement as long as it meets our conditions.

I have received a faulty item

We want all our customers to receive top quality goods. If you think there is a fault with an item you have received, you can return it back to us within 24 hours. If any product is unsatisfactory- due to defective workmanship or materials, we will replace or refund you the purchase price if it meets our timeline requirements. Products that pass quality check, and are deemed satisfactory will be returned to you for your use.

I have received my goods but I do not like them

At Myduka, we have a very flexible 1 day return policy. As long as the products are still in saleable condition, and it is within 24 hours of delivery, you can exchange your order or return it for Myduksa. To request an exchange or refund, please contact the customer support team via e-mail at customercare@myduka.biz or call us on 0728 373 233 or 0787 735 825 to schedule the pick-up. Once we receive the returned item, we can send you the vouchers that can be used in purchasing replacements.

I have received my order but the wrong item was delivered to me

Please call or send us an email to schedule a retrieval of the item. For the item to be returned, it must be in an ‘as new’ state with all the seals and tags intact. We will work on retrieving this product and processing a replacement once this claim is validated, as long as it is within our 24 hoursa returns policy.

Is there anything that I can't send back for a refund/replacement?

For reasons of health and hygiene, we cannot offer refunds on the products below:
- Personal hygiene items (combs, barrettes, hair curlers, hair wigs, hairpieces, and other similar products)
- Cosmetic products
- Any form of underwear
- Jewellery
- Fragrances
- Beauty products
- Toys

How long have I got to send an item back and get a refund?

We hope you’ll love every myduka.biz purchase you make. But if you ever need to return an item, you can do so within 24 hours of receipt.

I was charged a shipping charge. Will it be refunded when I return my product?

No we do not refund the Shipping fee.

How will I receive my refund?

After an item is retrieved, we refund the full cost of eligible purchases by transferring the entire amount to your Kenya bank account. We do not give cash refunds. All our refunds are processed through electronic funds transfer.

How long will the refund process take?

After your item is retrieved and assessed, your refund will be processed within 7 days.

I have not received my refund yet. What do I do?

You will receive an email once your refund has been processed. Refunds to bank accounts are posted the same day. However, for some banks, there may be delay of 1-2 business days. If you have not received an email regarding your returns after 3 days for retrievals in Nairobi and 5 days for retrievals outside Nairobi, please email us at customercare@myduka.biz

If I used a coupon on an order and then I cancelled it, can I still benefit from the discount?

If you used a coupon on a cancelled order, kindly please inform us with the coupon code that you have used and we will immediately replace it for you. We will issue you a new coupon with the same value of the old one so that you can use it while placing your new order on the website.

Vouchers

How to use a Voucher?

Vouchers are codes giving discount on m yduka.biz To use them:
- add products to your cart (make sure the products are fulfilling the vouchers restrictions as some vouchers are valid only on specific categories.
- In your cart, put your code in the “coupon” textbox
- click on “use” to have your discount automatically deducted from the total amount of your cart

What happens to the voucher I used to buy an item if I ask for a return/exchange?

We still provide you with a new voucher instead of the one you used up so that you won’t lose the benefit of having a discount!

Can I use more than one voucher at a time?

You can only use one coupon voucher per order.

Can I use a voucher more than once?

Usually, our issued vouchers can only be used once, unless it states otherwise on its terms and conditions.

Can I use a voucher on an order that has already been placed?

Unfortunately coupons can only be used during the ordering process, before you check out, and you can only use one coupon per order. Once you've placed an order you cannot change the price afterwards and the grand total of your order will be stated in the order confirmation email that you receive after placing an order. If you have an unused coupon, you can always use it in your next order!

What if I missed the voucher redemption date?

We advise our customers to check when the redemption date is due and make sure to use their e-voucher within the specified time period. It is the responsibility of the e-voucher holder to make sure that they meet the deadline of the redemption date or else they wouldn’t benefit from their e-voucher. If the redemption time period passes and you did not use your coupon voucher, it will become useless and no refunds or compensations will be available.

How can I get a voucher?

We are continuously making new offers and discounts at MYDUKA. To stay updated with our latest deals and get any coupon vouchers offered, you are advised to subscribe to our newsletter, which will be sent to you via email. You can also like our Facebook page that is always updated with everything new.

How long will the refund process take?

After your item is retrieved and assessed, your refund will be processed within 7 days.

Technical

I am having trouble placing items in the cart. Why is this?

In order to put items in the basket, you should adjust the security settings of your browser. Please follow the steps below:

For Internet Explorer 6 or 7:

1. Click Tools.
2. In the drop down selection menu, select Internet Options.
3. Click the Security tab.
4. Click the "Security level for this zone" and adjust it to custom level.
5. Scroll down the settings to the scripting box.
6. Select "Enable" in the Active Scripting and Scripting of Java Applets box
7. Click OK.
8. Click Internet Options and then OK again to accept the settings.

Mozilla Firefox:

1. Click Tools.
2. In the drop down selection menu, select Settings.
3. Click the Content tab.
4. Check Enable JavaScript and enable Java.
5. Click OK.

Google Chrome:

1. On the web browser menu click on the "Customize and control Google Chrome" and select "Settings".
2. In the "Settings" section click on the "Show advanced settings..."
3. Under the the "Privacy" click on the "Content settings...".
4. When the dialog window opens, look for the "JavaScript" section and select "Allow all sites to run JavaScript (recommended)".
5. Click on the "OK" button to close it.
6. Close the "Settings" tab.
7. Click on the "Reload this page" button of the web browser to refresh the page and continue shopping.

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