FAQs

Frequently Asked Questions

How to place an Order

  1. Click on the product you would like to buy.
  2. Add the product to cart.
  3. You can adjust the quantity using the (-) subtract button and (+) add button.
  4. If you’re satisfied with your selection, proceed to checkout. Otherwise, you may opt to continue  shopping
  5. Enter your contact information and shipping address then select ‘continue to shipping method’
  6. Confirm if you shipping address is correct. Then proceed to ‘continue to payment method’
  7. Select complete order. The total amount will be displayed on the right-side of the screen
  8. Choose your preferred payment method and follow the prompts.
  9. You will get a confirmation email for your order

How do I know my order has been confirmed?

You will get an email once your order has been confirmed.

How can I track my order?

Before the product leaves our warehouse, we will call to notify you that the item is ready to be dispatched to your shipping address.

How quickly can I get my delivery?

If within Nairobi, the order will be delivered within 24 hours from the time of payment. If outside Nairobi, the order will be delivered within 48 hours from the time of payment.

How Do I return product?

Please refer to our return policy here

What is the cost of delivery?

We have a standard charge of 300 ksh for deliveries countrywide.

Payment

My payment was processed, but I did not see any confirmation message

Please send us an email to service@storymojaafrica.com

How do I pay?

You can choose from different payment methods available on our site including:

  • MPesa
  • Airtel Money
  • Credit Card

Do you accept cash on delivery?

No, we do not accept cash on delivery.

My credit/debit card was declined.

When you experience trouble completing payment through debit/credit card, first thing to do is to make sure that your card is activated for online payments and that you have enough funds/limit to complete the transaction. Your bank can help you verify these details.

Can I use two different payment methods for one order with different product?

No, we only accept one payment method per order.

What is my card number, expiration date, and CVV/security code?

When paying with Debit / Credit card on the site, we will ask you for your 16 digit Card number and expiry date and CVV (Card Verification Value)/Security Code. Please note that we do not save your card information (unless you specify) or CVV information.

Account

Do I need to register account to shop?

No, you do not need to register. However, creating an account has many benefits:  you can check out faster, keep more than one address and more.

How do I register on the site?

Click on “Create an Account” on the top right corner of the website

Provide your name, email address, and choose a password.

Create account

You will receive a confirmation on your email.

What happens in case I forget my Password?

Please visit the Login Page https://storymojaafrica.com/account/login

Click ‘Forgot your password?’ and enter the email address that you used to register your account.

We will email you a link to this email address which you can click on to reset your password.

If unable to do so, you may contact our Customer Support Team through email service@storymojaafrica.com or chat.

How do I Unsubscribe to a Newsletter and promotional material?

To unsubscribe, please click on the newsletter email and select ‘Unsubscribe’