FAQS

DO YOU DO DELIVERIES?

Yes, Bbelabu delivers all over Kenya. We have happy clients all over the country! We use courier services to deliver to your house or office address in Nairobi. If you are located outside Nairobi, we request you to pick up your delivery from our collection point in your town/city.

 

HOW MUCH DO YOU CHARGE FOR DELIVERY?

We offer delivery services all over Kenya for one flat-rate fee, no matter the size of your order (excludes supply orders made for bulk items). Our charges are very reasonable, but dependent on your delivery location. Please see our Delivery & Shipping Policy for more on delivery rates.

SOME ITEMS ARE MISSING FROM MY DELIVERY. HOW CAN I GET THEM?

If you are missing any products we do apologize for the mistake. Please contact us immediately within 2 working days or call us on 0721 380 109. Unfortunately due to fraud issues, we will not entertain returns, exchanges or missing product claims after a maximum of 7 days.

I AM NOT SATISFIED WITH MY PURCHASE. CAN I GET A REFUND?

Yes. If you are not satisfied with any item in your order, we will be happy to refund you all payments for it excluding delivery charges upon our receipt of the said item which MUST NOT have been damaged or worn. We will process Mpesa Payment to your phone number used in the order. Unfortunately due to fraud issues, we will not entertain returns, exchanges or missing product claims after a maximum of 7 days.

I FORGOT MY PASSWORD, WHAT DO I DO?

You can get a new password for your customer account by clicking on “My account”, then clicking on the “Forgot Your Password” link under Account Settings and follow the instructions to set a new password.

HOW DO I CHANGE MY ACCOUNT DETAILS?

If you wish to change your account details such as your shipping address, just login to your account and make the necessary changes.

DO I NEED TO SET UP A CUSTOMER ACCOUNT?

You don’t need to set up an account with Bbelabu, so you can check out as a guest. However, it is BEST to set up a Customer Account to be able to:
• Track your Order
• View all your past Purchases and Avoid filling in your Billing/Shipping Address afresh each time you place an order.
• Save addresses
• Manage Passwords
• Access Coupons

 

WHAT IS YOUR RETURN & EXCHANGE POLICY

We at Bbelabu strive to provide 100% customer service all the time. However, we know that some orders will have returns and exchange issues due to various reasons. To return a product, kindly return the product to us within 2 business days. If you want to exchange it for another item, we will charge only delivery fee. If it was our mistake, and we delivered the wrong item, there is no charge for delivery. Unfortunately, due to fraud issues, we will not entertain returns, exchanges, missing product claims after a maximum of 7 days.

 

HOW CAN I CHECK MY PAST ORDERS?

You can get full details on all your past orders from Bbelabu by checking your Email Inbox, since all orders are copied to your email. You can also log in to your customer account to see past orders.

 

CAN I ORDER OVER PHONE?

Bbelabu is an online store and uses an Ecommerce shopping cart that is very easy to use. However, we understand that sometimes you may be unable to access the Internet, so we permit limited phone orders. Please call us on 0721 380 109 and provide us your full billing/shipping details so that we can manually enter your order into our computerized system

 

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

Bbelabu accepts LIPA NA MPESA and Cash on Delivery. If your order is to be delivered in Nairobi, you can choose between two Payment Options:
1. Cash on delivery
2. LIPA NA MPESA before delivery. If your order is to be delivered outside Nairobi, you need to pay via LIPA NA MPESA before delivery.

Our Lipa Na Mpesa Details:
PayBill No: 247 247
ACCOUNT NO: 0766 912 012

 

CAN I CHANGE MY ORDER AFTER PLACING IT?

Once you have placed your order and want to change something in it, please call us as immediately and as soon as is reasonably possible on 0721 380 109. Otherwise, we dispatch all orders as soon as we are able to, depending on the time the order is made.