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Mon to Friday: 8am-6pm
Saturday: 9am-3pm
0709 339 000
info@copiakenya.com
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TRACK YOUR ORDER

FREQUENTLY ASKED QUESTIONS

ORDERING & PAYMENT
DELIVERY
RETURNS

Ordering & Payment

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.

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:

If a customer order is not delivered within the communicated delivery time by our Customer Care team.
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.

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.

Returns

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.

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