How can we help you?

Browse products from any vendor, add items to your cart, and proceed to checkout. You'll need to create an account or sign in, then provide a delivery address and payment details. Once confirmed, you'll receive an order confirmation via email.

Delivery times vary by vendor and your location. Most orders within Nairobi are delivered within 1–3 business days. Upcountry deliveries typically take 3–7 business days. You'll see an estimated delivery date at checkout before you confirm your order.

Yes! Once your order ships, you'll receive an SMS and email with tracking details. You can also check the status of any order by visiting your account dashboard under 'My Orders'.

If your order is delayed beyond the estimated delivery date, please contact the vendor first through the order page. If you don't get a response within 24 hours, our support team is ready to help — reach us at support@soko.co.ke or via the Contact page.

You can cancel an order within 1 hour of placing it, provided the vendor hasn't started processing it. After that window, cancellation is subject to the vendor's policy. Go to 'My Orders', select the order, and tap 'Request Cancellation'.

Most vendors on Soko deliver nationwide. Some may restrict delivery to specific regions — this is always shown on the product page before you add it to your cart. You can also filter discover results by vendors that deliver to your area.

We accept M-Pesa (STK Push and Paybill), Visa and Mastercard debit/credit cards, and bank transfers for large orders. More payment options are coming soon.

Yes. All payments are encrypted using SSL/TLS. Card details are processed by PCI-DSS-compliant payment providers — we never store your full card number on our servers. M-Pesa payments go through Safaricom's secure Daraja API.

If you're eligible for a refund (item not received, significantly not as described, or damaged), submit a return request from your order page within 7 days of delivery. Once the vendor approves, refunds are processed to your original payment method within 5–10 business days.

Some vendors offer Cash on Delivery (CoD) for select delivery areas. Where available, this option will appear at checkout. Note that CoD orders require a phone confirmation call before dispatch.

This can happen if the network timed out mid-transaction. In most cases, M-Pesa auto-reverses the deduction within 24 hours. If it doesn't, email us at payments@soko.co.ke with your transaction reference number and we'll resolve it promptly.

No. The price shown on the product page is what you pay, plus any delivery fee clearly displayed at checkout. We do not charge listing or service fees to buyers.

Click 'Sign up' in the top navigation. Enter your name, email address, and a secure password. You'll receive a verification email — click the link to activate your account. You can also register via your Google account for a faster experience.

You can browse Soko without an account, but you'll need to sign in to place orders, save wishlists, or track deliveries. Creating an account takes less than a minute.

On the sign-in page, click 'Forgot password?' and enter your registered email address. You'll receive a reset link within a few minutes. Check your spam folder if it doesn't arrive. The link expires after 1 hour for security.

Go to your Account Dashboard → Profile → Edit Profile. You can update your phone number, email, and add multiple saved addresses for faster checkout.

We're sorry to see you go! Email us at support@soko.co.ke with the subject line 'Account Deletion Request' from your registered email. We'll process your request within 7 business days. Note that pending orders must be completed or cancelled first.

We take privacy seriously. Your personal data is stored securely and is never sold to third parties. Read our full Privacy Policy for details on how we collect, use, and protect your information.

Visit soko.co.ke/vendor or click 'Sell on Soko' in the footer. Fill in your business details, upload your business registration documents, and submit your application. Our team reviews applications within 2 business days.

We offer three subscription plans — Starter (free), Growth, and Pro — with varying monthly fees and feature quotas. There are no per-transaction fees from Soko. Payment processing fees (e.g., M-Pesa charges) apply as normal.

This depends on your subscription plan. Starter vendors can list up to 25 products, Growth up to 200, and Pro vendors have unlimited listings. You can upgrade your plan at any time from your vendor dashboard.

Funds from completed orders are held in your Soko wallet for 3 days after delivery confirmation, then released for withdrawal. Payouts are processed to your registered M-Pesa number or bank account on Tuesdays and Thursdays.

Prohibited items include counterfeit goods, hazardous chemicals, firearms, alcohol, tobacco, adult content, and any item that violates Kenyan law. Violations result in immediate listing removal and may lead to account suspension. See our full Seller Policy for the complete list.

You'll be notified of return requests via your vendor dashboard and by email. You have 48 hours to accept or dispute a return. Accepted returns require you to arrange collection at your cost. Disputed returns are reviewed by our team within 3 business days.