All in one easy interface with Delivery to your door at pocket friendly prices. Simply add products and checkout. Sit back while we ship and deliver at your door step.
We offer local payment solutions for a seamless customer experience. All our international vendor-stores use local payment solutions and accept local payments including Mpesa, Airtel Money, MTN, ETC...
You have 8 days to return an item/items if not satisfied from the receipt of delivery, regardless which city you are in. We offer local returns and we ensure you avoid the hustle of returning all the way to the merchant especially if it's an international merchant.
Our duty free service partners deduct taxes and VAT, from the international vendors. The price you see is what you pay, no funny surprises at checkout.
We like to make sure our customers are happy and enjoy shopping with us. We have a team of people ready to resolve all customers queries within 24 hours.
Your messages and your feedback is reviewed by our team of customers care specialists to make sure that you are 100% happy. You are very important to us and we have dedicated this section of our website to help you on matters involving
clarification on returns, payments, delivery and contact information.
Enjoy the true online experience the way it should be.
01. WHY SHOP WITH US?
When you shop at any SmartDuka vendor online store anywhere in the world then you enjoy:
- Local Customer Service in Africa which is open 24/7 all year.
- FREE International Shipping to selected destinations in Africa. You only pay local delivery fee.
- Low prices on products, no service fees, no hidden cost. The product price you see is what you pay.
- Genuine brands and products from USA, Europe and other countries.
- Direct delivery from vendor to your door in Africa. No middlemen. No tedious re-shipping.
- Eight (8) days return right.
- Easy payment. Use your local option like Mpesa, MNT, Airtel Money and many more.
- We handle customs and import.
Trust: All SmartDuka vendors are vetted and follow the same rules. No payment is released to any vendor before you receive your delivery.
02. WHERE ARE YOU LOCATED?
We are an online store connecting you to local and international merchants all over the world.
Our Head Quarter in Massachusetts, USA.
We also have Customer Service in Nairobi, Kenya which is operational 24/7 all year.
You can call, chat, or send an email. You get in touch with us via the contact details in the footer of this page.
03. HOW CAN I CONTACT YOU?
We have Customer Service 24 hours every day all year.
Our Customer Service covers all SmartDuka vendors anywhere in the world.
You can call us, use the chat on this site, or email us.
04. DO YOU OFFER WHOLESALE?
We offer both wholesale and retail products.
Any product on SmartDuka has an indication if it is wholesale or retail.
Note that some wholesale products require a minimum purchase.
05. FREE SHIPPING, REALLY?
You get FREE International shipping.
You only pay the local delivery fee.
The free shipping applies for our standard shipping, but not for express services like DHL.
06. DO YOU DO DELIVERIES?
Yes, we do deliver. You get to choose either;
- Delivery to your doorstep, or
- Delivery to a pick-up point.
The choices are indicated during checkout for your selection.
Reliability is key, which is why we encourage a signed-for delivery service.
07. WHERE DO YOU DELIVER?
We serve selected countries in Africa and the Middle East, i.e. Kenya, Uganda, Tanzania, Rwanda, Burundi, Ethiopia, Angola, Malawi, Zambia, Ghana, Egypt, South Africa, United Arab Emirates.
08. HOW FAST DO YOU DELIVER?
The delivery time depends on which country the product comes from, and the mode of delivery you select at checkout. You can often choose express or traditional delivery.
- Products from the same city is delivered same or next working day.
- Products from the same country is delivered within 2-3 working days.
- Products from another country in Africa typically takes 7-10 working days.
- Products from International vendors in USA, Europe and around the world take 14 to 18 working days.
SmartDuka will do our best to deliver within the stated time, however we cannot be held responsible for any delays caused by customs clearance in the destination country.
Standard delivery operates weekdays Mon - Sat 8:00 am to 7:00 pm.
09. HOW MUCH IS DELIVERY?
You enjoy FREE INTERNATIONAL SHIPPING to selected countries in Africa.
This so far applies for Kenya, Uganda, Tanzania, and Rwanda where you only pay the low local delivery fee.
The delivery fee dependent on your chosen mode of delivery, product weight and your delivery destination.
The delivery fee is automatically generated and shown at checkout.
10. CAN I PAY ON DELIVERY?
As we offer products from many countries and deliver to many countries, our mode of operation allows only for payment at checkout.
But your payment and delivery are guaranteed by SmartDuka.
Payment to the vendor is only released after you have received your order and had eight (8) days to object or make a return/exchange.
11. WHAT PAYMENT OPTIONS CAN I USE?
Good news, you can shop in USA, Europe and around the world, and make payment with your preferred local payment option like M-pesa, Airtel Money, Tigo, Birr, MNT and many more.
We cover more than 34 local payment options for 22 countries in Africa.
You can also use your debit/credit card options like Visa, UnionPay, AMEX, or MasterCard.
12. ARE THE PRODUCTS LOCAL OR IMPORTED?
Each product has a flag showing its origin.
SmartDuka has local and international vendors with products from various countries in Africa and authentic brands from the USA, Europe, UAE, and other countries around the world.
13. HOW DO I ORDER?
You can order products from Africa, USA, Europe and other countries around the world.
Find your favourite products and add them to your shopping cart.
When you are ready to place your order, simple click on your cart and go to “Checkout”.
During checkout you simply log-in to your account or create an account if you do not have one already.
After ordering sit back and relax. You do not need to arrange shipping, talk with middlemen, handle import or anything else.
We ship and deliver to your door or to your convenient pick up point, at no extra cost.
16. CAN I RETURN A PRODUCT?
You do not have to invent any excuse to be entitled to make a return.
This applies whether the product was ordered from your own country or any other country.
Be sure to request a return AND initiate the return within 8 (eight) days from receiving the product.
(it is important you contact us to request a return BEFORE you make a return, so we can give you the best support and arrange the best and affordable return shipping for both parties).
There are some exceptions where a return/exchange is not granted, please check Return/Exchange exceptions.
17. ARE THERE ANY EXCEPTION FOR RETURNS?
There are some exceptions where a return cannot be granted, due to matters beyond our control like health regulations, hygiene reasons, copyright reasons or other reasons; for example:
- Food and beverage products.
- Intimate products like underwear.
- Some products cannot be tried out but be viewed for evaluation, like perfume.
- Electronic content like music or movies, or downloaded products as copyrights may apply.
- Any product that was damaged after you received it.
- Any product that was used besides normal limited try right upon receipt.
- Wholesale products cannot be returned (unless you made a mistake or the product do not deliver what is promised by vendor).
18 HOW DO I RETURN A PRODUCT?
You have two (2) options – whether you want to Return or Exchange a product:
- Return locally: You save expensive international return fees, and you get a credit to shop for other products.
- Return to the vendor: You return to the vendor, and you can get a cash refund.
To make a return:
- Inform us, in writing to firstname.lastname@example.org, of intent to return, including the reason.
- Send back the product. You can use our shipping partners where available or any shipping option of your choice.
- When we receive the return package, the product(s) is checked and we inform you of accept of return.
- We provide you the credit or a cash refund, depending which return option you chose.
- Be sure to request a return AND initiate the return within 8 (eight) days from receiving the product.
- It is important you request a return before you make a return (to arrange the best and cheapest return shipping for both parties).
- Make sure all original packaging is returned in undamaged condition.
- Products must be returned in same new condition as when you received them.
- Products cannot be used, expect for careful trying out for impression.
19. CAN I EXCHAGE A PRODUCT?
YES. Exchanges basically works the same way as returns.
20. HOW LONG DOES A RETURN TAKE?
Returns and Exchanges take around 3-5 working days to process from the receipt of the return package.
21. WHO PAYS FOR RETURNS?
It depends on the situation:
- If you do not like the product: You cover the return cost.
- If we made a mistake, like delivered a wrong colour: We deliver a replacement at no extra cost.
- If the ordered product does not fit; We can provide an Exchange with free delivery, but you cover the return fee.
- If the product was damaged before it was delivered to you; you get replacement at no extra cost.
At no extra cost means we cover the return shipping and the delivery of a new product, so you only pay the original first delivery fee.
22. WHAT IS A COUPON CODE?
A coupon code is a discount feature which a customer uses at checkout to get a discount.
Coupon codes are either informed directly to signed-up customers or announced on the online shop.
23. HOW TO USE A COUPON?
During checkout you will see a section where you can insert the coupon code.
After inserting the code, your discount is automatically calculated, shown on and deducted on your order before payment.
24. WHAT IS CREDIT?”
Credit is as good as cash.
It can be used as payment for online shopping on this shop or any other affiliated SmartDuka shop in the world.
Simply insert the Credit you want to use as payment.
Your total Credit will always reflect in your SmartDuka account and during checkout.
So, where does Credit come from?:
- It can be awarded to you by SmartDuka or a vendor.
- It can be a compensation for an inconvenience arising with an purchase.
- It can be a refund for a product you returned.
25. WHAT IS A GIFT CARD?
You can buy gift cards for others (well, and for yourself).
Our gift card can be for shopping at our store or an affiliated SmartDuka shop in the world.
Terms & Conditions
COMPANY & USAGE
SmartDuka.com (and “co.ke”, “co.ug”, “co.uk” or any other used TLD) and/or Applications used by Us is operated by SmartDuka Inc., a registered entity in United States of America.
The expressions “Site”, “We”, “Us” or “Our” shall mean “SmartDuka.com”.
By accessing and using the Site, you confirm you understand all Terms and Conditions, and your continued use of the Site constitutes your acceptance of any changes in Terms and Conditions.
The Site reserves the right, to change, modify, add, or remove portions of these Terms and Conditions at any time. Changes are effective when posted on the Site.
If you do not agree to the Terms and Conditions, you shall not use this website.
Contact & Support
(+254)-750 800 800
24/7 every day all year
90 Canal St, Boston MA 02114 USA * CUSTOMER SUPPORT 24/7: +254-750-800-800