Frequently Asked Questions

Once your order is confirmed, go to My Orders and find your order. You'll see a live tracking bar showing your order status — Processing → Shipped → Delivered. You'll also receive an email update when your order ships.

You can cancel orders that are still in Processing status. Once shipped, cancellation is no longer possible — but you can initiate a return after delivery. To cancel, go to My Orders and click the Cancel button next to your order.

In the rare case that a product becomes unavailable after your order, we will contact you within 24 hours. You'll have the option to choose an alternative, wait for restocking, or receive a full refund.

Yes. A confirmation email is sent immediately after your order is placed, and a tax invoice is included when your order ships. You can also view and download order details from your Orders page.

First, check with neighbors or building security as delivery agents sometimes leave packages with them. If you still can't locate the package, contact our support team within 48 hours of the marked delivery date and we'll investigate immediately.

We accept M-Pesa (Safaricom STK Push), Visa/Mastercard (credit and debit cards), and PayPal. All transactions are secured with SSL encryption and we never store your card details.

At checkout, select M-Pesa and enter your Safaricom number. After placing your order, you'll receive an STK push on your phone. Simply enter your M-Pesa PIN to complete the payment. The process takes under 30 seconds.

Absolutely. All payments are processed through encrypted, PCI-DSS compliant gateways. We never store your card number, CVV, or M-Pesa PIN on our servers. Every transaction uses bank-grade SSL encryption.

This is uncommon but can happen due to network timeouts. In most cases, the deduction is auto-reversed within 24–48 hours. If it isn't, contact us with your order number and transaction ID and we'll resolve it within one business day.

Standard shipping within Nairobi: 1–2 business days. Upcountry Kenya: 3–5 business days. Express shipping (available for most areas): next business day. Uganda and Tanzania: 5–8 business days.

Standard shipping is free on all orders. Express shipping costs KSh 650 and guarantees next-day delivery within Nairobi and major towns.

Yes. We currently ship to Uganda and Tanzania. Rwanda and Ethiopia are coming soon. International orders take 5–8 business days and shipping rates are calculated at checkout based on weight and destination.

Our delivery agents will call your number before arrival. If you're unavailable, they'll attempt delivery again the next business day. After two failed attempts, the package is held at a nearby pickup point for 3 days before being returned.

We offer a 30-day return policy on all items. Products must be unused, in original packaging, and in the same condition as received. Some items (e.g. underwear, perishables, digital downloads) are not eligible for return.

Go to My Orders, find the relevant order, and click Request Return. Fill in the reason and submit. Our team reviews requests within 24 hours and arranges a free pickup if approved.

Once we receive and inspect the returned item (usually 2–3 business days after pickup), your refund is processed within 5–7 business days back to your original payment method. M-Pesa refunds are usually faster — often same day.

We're sorry about that. Please contact us within 48 hours of delivery with photos of the item and packaging. We'll arrange an immediate replacement or full refund — no need to return the damaged item in most cases.

LuxeMart uses Google Sign-In — no password needed. Click the Sign In button at the top right, select your Google account, and you're in. Your profile, orders, and wishlist are all tied to your Google account.

Yes. We only store your name, email, and order history — nothing else. We never sell your data to third parties. All data is stored on encrypted servers and we comply with applicable data protection regulations.

You can request account deletion at any time by contacting support with the subject "Account Deletion Request." We'll process it within 7 business days and confirm via email. Note that order history required for legal/tax purposes may be retained as required by law.

Sign in to your LuxeMart account, then visit the Seller Dashboard. Apply with your business name, product category, and a brief description. Our team reviews applications within 2–3 business days.

Listing products is free. LuxeMart takes a small commission (5–12% depending on category) only when you make a sale. There are no monthly fees, no setup costs, and no charges for unsold products.

Seller payouts are processed every Friday via M-Pesa or bank transfer (your choice). Your dashboard shows a real-time breakdown of sales, commissions, and pending payouts.

Currently we onboard sellers based in Kenya, Uganda, and Tanzania. If you're elsewhere but shipping to East Africa, get in touch — we evaluate international seller applications on a case-by-case basis.