FREQUENTLY ASKED QUESTIONS

Ordering & Payment

How do I place an order?

Browse the categories and decide which product you would like. Then click the shopping cart button to add it to your cart. When you have added all the products you would like to purchase, View your Cart to adjust the quantities and then go through the Check-Out process.

How do I pay?

Currently, Copia only accepts M-Pesa payment. When you place your order, you will receive a pop up message on your phone with the amount of your Copia order. All you need to do is put in your PIN and the payment happens automatically to our till. There are no charges. Please make sure you have your phone ready and enough M-Pesa funds before you place your order.

Why does Copia only offer M-Pesa payment?

We wanted to offer you the ability to shop online for your family and friends as soon as possible. So we have launched with only one payment method. We will soon be adding more.

Why do I need to pay upfront?

As your order will be delivered to another person who will not be paying, it is necessary to get upfront payment to confirm that the order is a real one before we process it. It’s free delivery.

How is my delivery guaranteed?
Copia operates a money back guarantee policy whereby an ordering customer from our online shopping site, will receive a refund on the amount spent in full if any of the below applies:

  1. If a customer order is not delivered within the communicated delivery time by our Customer Care team.
  2. If the items a customer ordered are damaged or not as per their specification.
Do I need an account to shop at Copia?

No – you can shop without an account. You just provide us with your email and phone number at the time of ordering. You do need an account to view your Order History. This is to protect your privacy.

Are there any other charges associated wIth my order?

No.VAT is included in the price. In the future, there may be delivery charges and these will be clearly outlined and included at check-out.

How do I know my order has been confirmed?

You will receive an SMS confirmation message as well as an email confirmation from Copia.
.

What if I do not receive an order confirmation?

Please contact Customer Care at 0709 339000 or by the webchat at the bottom right of this site. You can also email us at info@copiakenya.com.

How do I know if the product I am ordering is in stock?

If the product is showing on our website then it is either available in our warehouse or we expect to be able to source it quickly from a supplier.

What happens if you cannot source a product?

We will contact you and suggest an alternative product.If that is not suitable then we will arrange to refund your money.

How do I know if the products are genuine?

We buy all products directly from the manufacturer or respected distributors.

How do I see my order history?

You can see your order history by clicking on the Order History link at the top right of the site. In order to maintain your privacy, you will need to create an account in order to view your HIstory.

Do you have an App I can use for ordering?

Not yet. But you can use our mobile site on your phone.We are in the process of developing an App.

I have forgotten my password. What do I do?

Click on the Forgot Password link under Order HIstory and you will be sent an email to reset your password.

I want to change my account email or phone number. What do I do?

Please contact Customer Care at 0709 339000 or by the webchat at the bottom right of this site. You can also email us at info@copiakenya.com.

How do I cancel my order?

Delivery

Where do you deliver?

We currently deliver to Agents in most of Central and some of Rift Valley. See our delivery areas here. We will be delivering to more areas such as Tharaka Nithi, Meru and Western in the future.

How do you know where my family member or friend lives?

The first time you order for them we call them and confirm their location and connect them with the nearest Agent.

How do I know if there is an Agent near my family member or friend?

If they live in our delivery area, then we probably have an Agent near them. If you would like to confirm before placing your order, then please contact Customer Care on 0709 339000 or using the webchat at the bottom right of this site.

Is there a delivery fee?

Currently, there is no fee for delivery to one of our Agents in our existing delivery area. In the future there will be a charge for home deliveries (as we need to make an extra stop outside of our existing network) and this will be clearly outlined upon check-out.

When will the order arrive at my family/friend's location?

The confirmation you receive will include the expected delivery date for the arrival of your order. This can sometimes change due to stock situations or if it takes a while to contact your family member/friend. Typically orders are delivered within 2-4 days.

How will I know when the order arrives to my family member or friend?

You will receive an SMSthat the order has been delivered to the Agent. Your family member or friend receives the same message and then arranges to pick the order up from the Agent. If it is a Home Delivery, we will contact your family member or friend in advance about the delivery and you will receive an SMS message once it is delivered to them.

How can I track my order?

When you click on Need Help? there is a place to enter your order number. This is the six digit number that was sent to you by SMS upon placing the order. When you press the Track button, it will advise of your order status.

What happens if I place an order and then there is no Agent near to my family member or friend?

If the nearest Agent is too far from your family member or friend then we will contact you to discuss alternatives.

What if the item is damaged on delivery?

You or your family member/friend should contact Customer Care on 0709 339000 or using the webchat at the bottom right of this site. Customer Care will arrange for a replacement to be delivered.

What if some items are missing on delivery?

You or your family member/friend should contact Customer Care on 0709 339000 or using the webchat at the bottom right of this site.Customer Care will arrange for a replacement to be delivered.

Can I pick up my item instead of having it delivered?

Currently the only pick up facilities we have are at our Agent locations. We will advise you if this changes in the future.

Can I order for myself?

If you live in our delivery area and have an email address, then you can order for yourself. You just need to tick the “Deliver to Myself” box. We will contact you to connect you with the nearest Agent. Note that we do not deliver in Nairobi

Returns

I received the wrong product from what I ordered (different model, brand or different features - colour, specs, material, size)
  • Item should be returned with no damages (no scratches or alteration) with tags and labels attached. This should include all accessories the item was sold with.
  • Proof of purchase – the document handed over to you on delivery. (Copia Receipt)
  • Original packaging – the manufacturer packaging
  • Any free promotional items – gifts or accessories delivered with the purchased item
  • Warranty certificate (for electronic items under warranty)
  • Item should be sealed as original received (for electronics, mobile phones, appliances, etc)
I received a physically damaged product
  • Item should be returned with tags and labels attached. This should include all accessories the item was sold with.
  • Proof of purchase – the document handed over to you on delivery. (Copia Receipt)
  • Original packaging – the manufacturer packaging
  • Any free promotional items – gifts or accessories delivered with the purchased item
  • Warranty certificate (for electronic items under warranty)
I received a defective product (not functioning as it should)
  • Item should be returned with no damages (no scratches or alteration) with tags and labels attached. This should include all accessories the item was sold with.
  • Proof of purchase – the document handed over to you on delivery. (Copia Receipt)
  • Original packaging – the manufacturer packaging
  • Any free promotional items – gifts or accessories delivered with the purchased item
  • Warranty certificate (for electronic items under warranty)
I received a product with missing parts or accessories
  • Item should be returned with no damages (no scratches or alteration) with tags and labels attached. This should include all accessories the item was sold with.
  • Proof of purchase – the document handed over to you on delivery. (Copia Receipt)
  • Original packaging – the manufacturer packaging.
  • Any free promotional items – gifts or accessories delivered with the purchased item.
  • Warranty certificate. (for electronic items under warranty)
I want a different colour or size of the same product that I ordered.
  • Item should be returned with no damages (no scratches or alteration) with tags and labels attached. This should include all accessories the item was sold with.
  • Proof of purchase – the document handed over to you on delivery. (Copia Receipt)
  • Original packaging – the manufacturer packagin.g
  • Any free promotional items – gifts or accessories delivered with the purchased item.
  • Warranty certificate (for electronic items under warranty).
Returns Process - How do I Report a Return? What happens next?
  • We encourage our customers to call our Customer Care Line on 0709 339 000 to make a return request within 7 days from date of delivery. Or send us a chat on our website. (We are available Mon-Fri 8am-8pm & Saturdays, Public Holidays 9am-3pm)
  • Once the return request is received and successfully validated against our return policy, we will arrange for collection of the item by one of our drivers. This is usually done within 1-2 days from the date the return request was made
  • Pick-up of the item will be done from the location it was initially delivered to. If the item was delivered to one of our Collection Centres or Copia Agent, as a Customer, you will be required to return the item to this location to enable us to collect it. If the item was home delivered, we will collect it from the customer’s premises. Our customer care team is always available to help in case of any challenges.
  • We will then conduct a quality check (QC) on the item to ensure it complies with our return policy. At this point, an item can pass QC or fail QC.
  • If the item fails QC, this means it did not satisfy all the conditions to warrant a successful return (examples: item showed signs of prior use, original packaging not available, evidence of physical alteration of the item). In this instance, our customer care team will call the customer explaining the reasons for the fail QC and thereafter the item will be returned to the customer at the same location that it was picked from.
  • If the item passes QC, our customer care team will then call the customer to confirm the next step of action, which is either refund or place a new order for the same amount paid in the original order.
  • We continuously track all returns and use this information to improve our product quality and processes. Thereby, ensuring that we always offer the highest quality products to our customers.
Returns Timeline
  • Return should be reported 7 Days from time it was successfully delivered. For example, if I receive my order on Monday 1st, I have until Sunday 7th to make a return request.
  • For Food items, we encourage our customers to reject these items at the point of collection rather than later. Due to their sensitive nature, we only allow On the Spot Returns for these products.
What Happens if my item is under warranty?
  • We still encourage our customers to call our Customer Care Line on 0709 339 000 to make a return request within 7 days from date of delivery.
  • Once the return request is received and successfully validated against our return policy, we will arrange for collection of the item by one of our drivers. This is usually done within 1-2 days from the date the return request was made.
  • Pick-up of the item will be done from the location it was initially delivered to. If the item was delivered to one of our Collection Centres or Copia Agent, as a Customer, you will be required to return the item to this location to enable us to collect it. If the item was home delivered, we will collect it from the customer’s premises. Our customer care team is always available to help in case of any challenges.
  • We will request for a duly filled warranty form during collection.
  • The item will then be taken to the manufacturer’s service center for diagnosis and fixing.
  • Our customer care team will then internally liaise with the manufacturer on the timelines for repair and this information will be passed on to the customer.
  • Once the item has been fixed, we will dispatch it to the original location that it was picked from (which could be one of our Collection Centres, Copia Agents or Customer premises). The customer will have been called at this point.
What Happens if there is a missing item in my order?
  • We encourage our customers to confirm their orders at the point of collection. This will help in raising this issue on the spot.
  • Once a customer realizes an item is missing, call our Customer Care Line on 0709 339 000 to report this issue.
  • We will then organize for a delivery of the missing item to the same location the original order was delivered to (which could be one of our Collection Centres, Copia Agents or Customer premises).
Are there any fees I will be charged for making a return request?
  • We will not charge you for making a return request. Once the request is validated successfully against our return policy, collection will be done at no charge to the customer.
  • We will also not charge shipping fees for a new order placed arising out of the return.
What should I do if I am not satisfied with the solution given to me by Customer Care?

At Copia, we are committed to making life easier for our customers by providing convenience, choice and affordability. If we are falling short of this goal, customers have the right to contact us and seek redress. Our customer care team will always be at hand to assist, if the solution given is not satisfactory, the customer can request to speak to a Supervisor or Manager on duty for further assistance.

Returns exclusions
  • Food items not returned at point of delivery.
  • Returns after the warranty period of the item has expired.
  • Returns of items not purchased from Copia.
  • Unauthorized repair, misuse, collision, negligence, alteration, product quality problems caused by the customer or a third party not verified by Copia or the Product’s Manufacturer.
  • Returns due to product not meeting Customer expectation or Confusion.
  • Returns since the Customer needs the money for other uses.
  • Returns since the Customer has found a cheaper product elsewhere.
Refund Timelines
  • All refunds will be done to the original phone number or bank account that paid for the order.
  • All refunds will only be done to the Paying Customer.
  • Refunds will be done within 48 Hours (Business Days i.e. not counting Weekends & Public Holidays) after Quality Check on the returned item is successful. Note that refunds for payments done out of the country may take more than 48 Hours to refund. Our customer care team will always reach out regarding refund delays.
How do I cancel my order?

Please contact Customer Care at 0709 339000 or by the webchat at the bottom right of this site. You can also email us at info@copiakenya.com.

What if my friend/family member wants to return the goods I purchased for them?

Returns can be initiatied within 7 days of delivery. Your family member/friend or yourself should call Customer Care on 0709 339000 or by the webchat at the bottom right of this site. The goods will need to be returned to the Agent for pick-up of the return. The goods must be in the same condition in which they were delivered.

How much time do I have to return an item to Copia?

You must notify us of the need to return an item within 7 days of delivery.

Do I have to return all the products in the order?

No.You can return any item within an order without needing to return the other items.

How do I get a refund if they return an item?

If you need a refund, then Customer Care will contact you and process your refund.You should receive the refund within 2 business days.

What if I want to exchange a product rather than return it?

Exchanges are possible. Customer Care will contact you to make arrangements for the replacement item.

What happens if the product is under warranty and breaks while still under warranty?

You or your family member/friend can contact Customer Care at 0709 339000 and they will arrange for the product to be returned and repaired by the supplier.