Frequently Asked Questions

Where are we located?
  • Sarit Centre Nairobi
  • Westgate Shopping Mall
  • The Hub Karen
  • Junction Mall
  • Village Market
  • Two Rivers 
  • Garden City
  • Thika Road Mall
  • Business Bay Square Mall (BBS), Eastleigh
  • Southfield Mall 
  • Yaya Centre
  • Rupas Mall, Eldoret
  • City Mall, Mombasa
How to cancel my order?

You can write an email to our customer service team or send messages on our social media platform or alternatively make a call to our customer service team  +254 724 923 665.

The price of the product?

Price varies from different items.

How to change the color or quantity of the product?

Customers can call our customer service number for the change of the products color or go to the cart and delete the wrong item and place the correct color

How much do we charge for delivery?

We charge a flat rate of Ksh180 within Nairobi and outside of Nairobi, we will charge according to the cities. And the delivery fee will keep reducing along our growing.

Does the product have warrant?

We don’t have a warranty but we do have an exchange policy of 7 days apart from phone they have 1 year warranty

How to use a product?

All our products are provided with a manual inside the box, customer can follow the manual or alternatively call our customer service agents for help

Can I change my product with another type of the same product?

Unfortunately, you cannot change the product after you have confirmed for delivery or after it has been delivered.

How can I track my order?

After placing an order, the customer is provided with an order number this helps during tracking of your when you call our customer service team. Or you can use our order tracking page to track your order.

Can the order be delivered right now?

We don’t have same day delivery services

Do you deliver outside Nairobi and at what cost?

Yes, we do deliveries outside Nairobi at a fee depending on the location

Where is you pick up point outside Nairobi?

Currently we only have a pick up point in Nairobi

What courier do you use for deliveries outside Nairobi?

We use G4s or Fargo courier

When are you restocking the items that are on stock out?

We always update our customers when we do a restock.

Why we don’t deliver items that are placed on global shipping after the two weeks?

Sometimes it takes time for the shipment thus the delay, especially there is some challenges like lock down in the cities of the suppliers

Do we do wholesales on our products?

Yes, we do wholesale for some products.

Do we offer 24 hrs. service?

No, our customer service team is available Mon-Fri from 8:30 am to 5:30pm & on Saturday from 8:30 am to 12pm

Opening and closing hours?

Mon-Fri: 8:30am – 5:30pm

Saturday: 8:30am – 12pm

Closed on Sundays & Public holidays

Note: You can place orders on the website 24/7

How to view or add an item on the cart?

The customer will click on shopping cart to manage the shopping list you can add or remove.

How do I cancel my order and re order?

You can write us an email or send a message on our social media pages or call in for assistance. 

How to place multiple orders as one order place an order as one order number/how to remove multiple orders that placed and remain with one?

You go to the shopping cart then you can manage your list you can add or remove.

Can I confirm the order on delivery before paying?

No, you cannot, but we have our return policy in case of any challenges.

Can I do cash on delivery outside Nairobi?

Currently we are not offering cash on delivery outside Nairobi。

When am I eligible for a refund or an exchange?

When the item is out of stock and you have already paid or when the item you have order is damaged or does not match the description.

Does Miniso offer repair services?

No, we don’t offer repair services.

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