FAQs

General / Orders

Are your items affordable and of good quality?
Yes they are good quality and we want to bring more affordable items to the Kenyan market.

What are the shop working hours?
Monday to Saturday: 8am-7:30pm. Public Holidays: 9am-1pm.

What if an item is out of stock?
If an item is out of stock, you can sign up for notifications on the product page. We’ll email you as soon as the item is back in stock. Alternatively, our customer service team can help you find a similar product.

Can I modify or cancel my order after placing it?
Unfortunately, once an order is placed, it cannot be modified or canceled as we strive to process orders quickly. Please double-check your order before completing the checkout process.

Payments / Delivery

Which payment methods do you accept?
We accept credit cards, debit cards, mobile money and bank transfer.

Is it safe to use my credit card on your site?
Yes, it is safe to use your credit card on our site. We use secure socket layer (SSL) encryption to protect your personal and financial information during the checkout process.

How long does the delivery take?
Orders made before 1pm get same day delivery. Orders made after 1pm get delivered the next day.

Do you accept returns or do refunds?
No. Returns and refunds are only done when we are the ones at fault. Please view our refunds & returns policy.

Account / Support

What if I forget my password?
If you forget your password, click on the “Forgot Password” link on the login page. Follow the instructions to reset your password.

Are my personal details secure?
Yes, your personal details are secure. We prioritize the protection of your information and use industry-standard security measures to safeguard your data.

How do I contact customer support?
You can reach our customer support team by emailing sales@thaotree.shop or calling +254719633419 / +254736561352 / +254789101880.