Help for buyers

Choose Sign up, then register with your email or continue with a supported social login. You can browse without an account, but you'll sign in to place an order.

You can browse products, categories and vendor stores without signing in. To place an order, you'll create an account or sign in first so your orders and delivery details are saved to you.

Register with your email address and a password, or use one of the social sign-in options shown on the sign-in page. You'll verify your email before some actions.

Yes — browsing, search and product pages are open to everyone. You sign in only when you check out.

The full catalogue, categories, search and vendor storefronts are available without signing in.

You'll be asked to sign in or create an account at checkout, so your order, delivery address and order history are tied to you.

Use Forgot password on the sign-in page. We'll email you a secure reset link.

On the sign-in page, choose Forgot password and enter your account email. If an account exists, you'll receive a reset link by email.

For your security, we send the same response whether or not an email is registered, so account existence isn't revealed.

Open the account deletion page and follow the steps. Deletion removes your personal data in line with our Privacy Policy.

You can request account deletion from the account deletion page. This removes your personal information as described in the Privacy Policy.

Some records tied to completed orders or legal/tax obligations may be retained where the law requires — the Privacy Policy explains what and why.

Your data is handled per our Privacy Policy, connections are encrypted (HTTPS), and we never ask for your M-Pesa PIN or card password.

FelbaStore serves all pages over HTTPS and follows the practices set out in the Privacy Policy for how your data is collected and used.

We will never ask for your M-Pesa PIN, full card number over chat, or any password. If someone claiming to be FelbaStore asks for these, treat it as a scam and report it.

Use the search bar, or browse by category. Search tolerates minor spelling differences.

Type what you're looking for in the search bar, or open Categories to browse. You can filter and sort results on the products and category pages.

Search handles common wording and small spelling variations, so you don't need the exact product name.

FelbaStore is a marketplace. Products are sold by independent, approved vendors, and one order can include items from several vendors.

FelbaStore hosts many independent sellers. The vendor is shown on each product page and is the seller of record for that item.

Because there are many vendors, the same type of product may be offered by more than one seller, sometimes at different prices — check the vendor and reviews when choosing.

Vendors go through an approval review before they can sell, and approved stores are shown on their storefront. Product listings are also moderated.

Sellers must be approved before their store and products go live, and products pass a moderation step. Approved vendors appear in the marketplace with their store profile.

Approval means a seller has met FelbaStore's onboarding requirements. It is not a personal guarantee — always read the product details and reviews, and use FelbaStore's payment and returns protections.

Stock is checked when you order. If an item has sold out, checkout tells you and that item isn't charged.

Product availability reflects the vendor's current inventory. FelbaStore re-checks stock at the moment you place the order.

If an item is no longer available, you'll be told at checkout and it won't be added to a paid order — you can adjust your cart and try again.

Tap the heart on a product to save it to your wishlist, then find it later under your account.

Use the heart icon on a product card or product page to save items for later. Saved items appear in your account.

A wishlist keeps items handy; it doesn't reserve stock or hold a price, so availability and price can change before you buy.

Ratings and reviews come from FelbaStore shoppers. A product's star rating is the average of its genuine reviews.

The star rating shown on a product is the average of real customer reviews for that product; the review count tells you how many there are.

Reviews help you judge sellers and items. If a listing has few or no reviews, weigh that alongside the vendor's overall store rating.

Yes. Your cart can hold items from several vendors and check out as one order; each vendor fulfils their own items.

You can add items from different sellers to one cart and pay once. Behind the scenes the order is split so each vendor prepares and dispatches their part.

That means items from different vendors may arrive separately. You can follow each part from your orders page.

FelbaStore calculates the authoritative total on the server from each seller's current price, plus any tax and delivery — shown before you pay.

Your total is the sum of each item's current listed price, plus applicable tax and delivery, calculated on FelbaStore's servers rather than from your device. This protects you and the seller from tampered prices.

If a vendor changed a price after you added the item, checkout uses the current listing and shows the up-to-date total before you confirm payment.

Delivery is calculated at checkout and shown in your total before you pay.

Any delivery charge is worked out at checkout based on your order and shown as part of the total before payment, so there are no surprise charges after you confirm.

Checkout re-checks stock as you order. If something has just sold out, you're told and it isn't charged.

Stock is verified at the point you place the order. If an item sold out between adding it and checking out, the order won't go through for that item and you won't be charged for it.

Adjust your cart and place the order again for the remaining items.

Yes — the currency switcher converts prices for display. Orders are settled in Kenyan Shillings (KES).

Use the currency switcher to view approximate prices in another currency. This is a display convenience to help you compare.

Your order is charged in KES, the store's base currency. The KES amount shown at checkout is what you pay.

FelbaStore supports M-Pesa, card, bank transfer, Pay on Delivery, and your FelbaStore wallet, depending on the order.

At checkout you can choose M-Pesa (STK push to your phone), card, bank transfer (upload proof of payment), Pay on Delivery, or your FelbaStore wallet.

Available options can vary by order. The method you choose is confirmed before the order is placed.

Choose M-Pesa at checkout and you'll get an STK push on your phone. Enter your M-Pesa PIN on your own phone to approve — never share it with anyone.

When you pay with M-Pesa, Safaricom sends an STK push prompt to your phone. You approve the payment by entering your M-Pesa PIN directly on your phone.

FelbaStore never sees or asks for your PIN. Anyone who asks you to read out your PIN or an M-Pesa message is trying to scam you — decline and report it.

If the prompt doesn't arrive or times out, you can retry the payment from the order. Duplicate charges are guarded against, so a retry won't double-charge a confirmed payment.

Choose Pay on Delivery and your order is placed right away; you pay when it arrives. It's available on eligible orders.

With Pay on Delivery, your order is confirmed immediately and you pay at the point of delivery.

Availability can depend on the order and delivery area. If it isn't offered for your cart, choose another method at checkout.

Wait a moment for confirmation, then retry from the order if needed. Confirmed payments aren't charged twice.

Payments can briefly show as pending while confirmation comes back from the provider. Give it a short moment to update.

If it fails or doesn't complete, retry the payment from the order. FelbaStore guards against duplicate charges, so retrying a payment that already succeeded won't charge you again. If money left your account but the order still looks unpaid after a while, contact support with your order and payment reference.

Never. FelbaStore will never ask for your M-Pesa PIN, card password, or account password. Anyone who does is a scammer.

You only ever enter your M-Pesa PIN on your own phone when Safaricom prompts you, and your card details on the secure card form. FelbaStore staff, riders and vendors will never ask for these.

If you get a call, SMS or message asking for your PIN, a one-time code, or your password — even if it claims to be FelbaStore — do not share it. Report it to support.

Open your account's orders page to see every order and its current status.

All your orders and their statuses are on your orders page when you're signed in. Open an order to see its items, delivery and payment details.

Orders move through Pending, Confirmed, Processing, and Delivered. An order can also be Cancelled.

Pending means the order is placed and awaiting confirmation (for example, payment). Confirmed means it's accepted. Processing means the vendor is preparing and dispatching it. Delivered means it reached you.

Cancelled means the order won't be fulfilled. In a multi-vendor order, each vendor's part moves through its own status.

You can request cancellation before an order is dispatched. Once it's on its way, use the returns process instead.

If an order hasn't been dispatched yet, contact the vendor or support to request cancellation as soon as possible.

Once an item has been dispatched or delivered, cancellation isn't possible — use the returns and refunds process if there's a problem with what you received.

After a vendor dispatches your order, a rider is assigned to bring it to your address. You can follow it live and see an estimated arrival.

Once the seller prepares your order, a delivery rider is assigned to collect and deliver it to the address you gave at checkout.

You can track progress from your order or the tracking page, including the rider and an estimated delivery time when available.

Open the order and use its tracking link, or go to the tracking page with your tracking code. You'll see status, the rider on a live map, and an estimated arrival when available.

From your orders, open the delivery and follow the track link, or visit the tracking page and enter your tracking code.

Tracking shows the current status, a timeline, and — once a rider is on the way — their location on a map with an estimated time of arrival. Live location appears when the rider's app is sharing it.

Yes — once a rider is assigned, you can reach them from the order/tracking screen to coordinate delivery.

When a rider is assigned to your delivery, their details appear on the order and tracking screen so you can coordinate handover — for example, to give directions.

A rider will never ask for your M-Pesa PIN, a one-time code, or a password. If someone does, don't share it and report it to support.

Coordinate with the rider from the tracking screen. If delivery fails, contact support to arrange a re-attempt or fix the address.

If you're not available or the address needs correcting, use the tracking screen to reach the assigned rider and coordinate.

If a delivery can't be completed, contact support with your order so a re-attempt or address correction can be arranged.

Deliveries are confirmed with proof of delivery at handover, and the order status updates to Delivered.

At handover, the rider records proof of delivery and the order updates to Delivered. You'll see the delivered status on your order.

If your order shows Delivered but you didn't receive it, contact support promptly with your order details.

Damaged, wrong or missing items: report within 48 hours of delivery for a full refund or replacement. Item not as described: 7 days for a full refund. Change of mind on eligible items: 7 days, refund less return shipping.

FelbaStore's returns windows are: damaged, wrong or missing item — report within 48 hours of delivery for a full refund or replacement; item not as described — within 7 days of delivery for a full refund; change of mind on eligible items only — within 7 days of delivery, refunded less return shipping.

Some items may be non-returnable by their nature. The full Returns & Refund Policy has the exact terms and exclusions — always check it for your specific case.

Report it within 48 hours of delivery for a full refund or replacement. Keep the item and packaging and start the return from your order.

If your item arrives damaged, is the wrong item, or something is missing, report it within 48 hours of delivery to be eligible for a full refund or replacement.

Start from the relevant order and follow the returns steps; keep the item and its packaging, and add photos if asked. See the Returns & Refund Policy for full details.

Approved refunds are returned to your original payment method. Check the Returns & Refund Policy for the current handling of your case.

When a refund is approved, it's returned to the method you paid with. Processing times depend on the payment provider.

We don't quote a fixed number of days here so we don't mislead — the Returns & Refund Policy and your refund confirmation give the accurate details for your situation.

If you can't resolve it with the vendor, escalate the dispute to FelbaStore via support and we'll help mediate per the policy.

Start by raising the issue on the order with the vendor. If you can't agree, escalate to FelbaStore support so we can mediate under the Returns & Refund Policy.

Have your order number and any evidence (photos, messages) ready to speed things up.

Contact FelbaStore support with the vendor, product or order details. Never share PINs or codes with anyone claiming to be FelbaStore.

If a product or seller seems misleading, counterfeit or unsafe, report it to support with the store name, product and any order reference.

For payment scams — anyone asking for your M-Pesa PIN, a one-time code, or a password — don't share anything and report it. FelbaStore never asks for these.

Sellers are approved before listing, totals are calculated securely on our servers, payments don't expose your PIN, and returns are backed by a clear policy.

Several things work together: vendors are approved and products moderated before going live; your order total is computed on FelbaStore's servers so prices can't be tampered with; payment methods keep your PIN and card details private; and the Returns & Refund Policy covers damaged, wrong, missing and not-as-described items.

Protection isn't a blanket guarantee against every problem — but if something goes wrong, the returns and dispute process is there, and support can help.

Use the contact page. Have your order number ready so we can help faster.

Reach the FelbaStore team from the contact page. For order issues, include your order number and a short description of the problem.