Frequently Asked Questions
This Agreement was last modified on 18th february 2016
Shipping Information
What Shipping Methods Are Available?
We use partner 3rd party courier service providers to deliver ordered products. Goods ordered within Nairobi will be delivered free of charge while those to be delivered outside Nairobi will incur an extra delivery cost based on the distance and the courier you prefer.
How Long Will it Take To Get My Package?
Delivery within Nairobi happens between 24 and 48hrs. Delivery outside Nairobi happen after 3 to 5 days since the order was placed, depending on the distance from our Central location. Once your order is dispatched, you will be informed, same as when it is ready for pickup.
How Do I Track My Order?
Your order will be tracked and you will be informed every step of the way so you will know when to expect your purchase and how to collect. You will be informed through SMS, email, WhatsApp message and also on your Urbanlux account if you created one.
Do I Need A Account To Place Order?
You do not need to create an account to make a purchase. However, we encourage our customers to create accounts in order to personalise their shopping experience with us.
FAQ Second Version
How do I place an order?
Simply browse our categories (Appliances, Footwear, etc.), add your desired items to the cart, and proceed to checkout. You can also place orders directly via WhatsApp by sending a screenshot of the product to our official number.
What payment methods do you accept? We primarily accept M-Pesa (via STK Push at checkout or our official Paybill). We also accept Visa and Mastercard. For some orders within Nairobi, we may offer Pay on Delivery options—please contact us to confirm eligibility for your specific item.
Is it safe to pay online? Yes. All payments are processed through secure, encrypted gateways. We never store your M-Pesa PIN or credit card details on our servers.
How Long Will it Take To Get My Package?
Delivery within Nairobi happens between 24 and 48hrs. Delivery outside Nairobi happen after 3 to 5 days since the order was placed, depending on the distance from our Central location. Once your order is dispatched, you will be informed, same as when it is ready for pickup.
How Do I Track My Order?
Your order will be tracked and you will be informed every step of the way so you will know when to expect your purchase and how to collect. You will be informed through SMS, email, WhatsApp message and also on your Urbanlux account if you created one.
What if I receive a damaged item?
Please inspect your package upon delivery. If an item (like a glass appliance or watch) is damaged, notify the delivery agent immediately or contact us within 24 hours. we will replace it at no extra cost
Do you have a physical shop?
Urbanlux is primarily an online-first retailer based in Nairobi. This allows us to keep our overheads low and pass those savings on to you. However, we do allow scheduled pickups at our dispatch office for confirmed orders.
How do I know my shoe size?
We use standard European (EU) sizing for footwear. If you are unsure, we recommend measuring your foot in centimeters and checking our Size Guide, or chatting with us on WhatsApp for a recommendation.