Question 1

How do I place an order?

Accepted Answer

Browse our products, select items you like, choose size/color if applicable, click "Add to Bag", then proceed to checkout. You can pay via M-Pesa, credit/debit card, or cash on delivery.

Question 2

What payment methods do you accept?

Accepted Answer

We accept: M-Pesa (most popular), Credit/Debit cards (Visa, Mastercard), Bank transfers, and Cash on Delivery (for orders under KES 10,000 in Nairobi only).

Question 3

How long does delivery take?

Accepted Answer

Nairobi: Same-day (orders before 2 PM) or next-day. Other major cities: 1-2 business days. Other towns: 2-4 business days. FREE shipping on orders over KES 5,000!

Question 4

Can I track my order?

Accepted Answer

Yes! Once your order ships, you'll receive an SMS and email with your tracking number. You can also check your order status in your account under "My Orders".

Question 5

What is your return policy?

Accepted Answer

You have 7 days from delivery to return items. Items must be unused, unwashed, with original tags and packaging. Refunds are processed within 24-48 hours after we receive the returned item. See our full Refund Policy page for details.

Question 6

How do I know my size?

Accepted Answer

Each product page has a size guide specific to that item. Our sizes generally follow standard Kenyan sizing. If unsure, we recommend ordering one size up as most items run slightly small.

Question 7

Do you have a physical store?

Accepted Answer

Yes! Visit us at our store in Nairobi. You can view our exact location on the Contact page. We also offer "Click & Collect" - order online and pick up in-store.

Question 8

How do I cancel or modify my order?

Accepted Answer

You can cancel your order from your account if it hasn't been processed yet (status: Pending or Confirmed). Once processing begins, please call/WhatsApp us at +254142133750 to request changes.

Question 9

Are the products authentic?

Accepted Answer

Yes! All products at Wise Guy Market are 100% authentic. We source directly from manufacturers and authorized distributors. Every item passes our quality check before shipping.

Question 10

Do you offer wholesale/bulk orders?

Accepted Answer

Yes! For bulk orders (10+ items), contact us at wiseguys3560@gmail.com or WhatsApp +254142133750 for special wholesale pricing.

Question 11

What if an item is out of stock?

Accepted Answer

You can click "Notify Me" on the product page and we'll email you when it's back in stock. Popular items are restocked weekly. You can also pre-order certain items.

Question 12

How do I contact customer support?

Accepted Answer

Email: wiseguys3560@gmail.com
Phone/WhatsApp: +254142133750
Business Hours: Monday - Saturday, 9 AM - 6 PM
We typically respond within 2 hours during business hours.

Question 13

Do you offer gift wrap?

Accepted Answer

Yes! Select "Gift Wrap" option during checkout for only KES 200. Your order will be beautifully wrapped and include a personalized message card - perfect for birthdays, anniversaries, holidays, and special occasions. The gift wrap option appears on the checkout page before payment.

Question 14

What is your price match policy?

Accepted Answer

Found a lower price elsewhere? Send us the link/photo and we'll match the price if it's from an authorized retailer. Price match requests must be made before purchase.

Question 15

Can I order by phone or WhatsApp?

Accepted Answer

Yes! Send us a screenshot or description of items you want via WhatsApp to +254142133750. We'll create your order and send you a payment link.

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