Frequently Asked Questions

To place an order:

1. Browse our products and click "Add to Cart" for items you want
2. Review your cart and click "Proceed to Checkout"
3. Enter your shipping address and contact information
4. Select your preferred payment method (M-Pesa, Card, or Bank Transfer)
5. Complete your payment
6. You'll receive an order confirmation email/SMS

You may request order modifications or cancellations within 1 hour of placing your order by contacting our customer service at +254 795 346660 or info@jflix.com. Once your order enters processing, changes may not be possible.

No, you can checkout as a guest. However, creating an account allows you to:

• Track your order history
• Save your shipping details for faster checkout
• Create wish lists
• Receive exclusive offers

Yes, you will receive an order confirmation via email and SMS immediately after successfully placing your order. This confirmation includes your order number, items purchased, and total amount.

We accept the following payment methods:

• M-Pesa: Pay directly via M-Pesa Buy Goods
• Credit/Debit Cards: Visa, Mastercard
• Bank Transfer: Direct transfers to our bank account
• Cash on Delivery: Available for selected areas in Nairobi

Yes, we use industry-standard SSL encryption to protect your payment information. For card payments, we partner with certified payment processors that comply with PCI DSS security standards. We never store your full card details on our servers.

Payment declines can occur for several reasons:

• Insufficient funds in your account
• Incorrect card details or M-Pesa PIN
• Your bank's fraud prevention measures
• Daily transaction limits on your payment method

If issues persist, please contact your bank or mobile money provider, or try an alternative payment method.

At checkout, select M-Pesa as your payment method. You will be prompted to enter your phone number. A payment request will be sent to your phone - enter your M-Pesa PIN to complete the transaction. The amount will be deducted from your M-Pesa account immediately.

Delivery times vary depending on your location:

• Nairobi CBD: Same day or 1-2 business days
• Nairobi Suburbs: 2-3 business days
• Other major towns: 3-5 business days
• Remote areas: 5-7 business days

You'll receive SMS updates with your order's status.

Delivery costs vary based on your location:

• Nairobi CBD: Ksh 200 flat rate
• Nairobi Suburbs: Ksh 300-400
• Other major towns: Ksh 400-600
• Store Pickup: Free (Ashwhite House Shop B7, Nairobi)

Yes, once your order has been shipped, you'll receive a tracking number via email or SMS. You can use this number to track your delivery through our courier partner's website or directly from your account dashboard under the "My Orders" section.

Yes, we deliver nationwide across Kenya. Delivery times and costs will vary depending on your location. For remote areas, delivery may take 5-7 business days. During checkout, you'll see the estimated delivery time for your specific address.

Yes, we accept returns for most products within 7 days of delivery as long as the items are unused, unopened, and in original packaging. Some items like perishables, undergarments, and custom items are non-returnable.

To initiate a return, go to your account dashboard, click on "My Orders", select the order in question, and click "Request Return". You can also contact our support team via email at info@jflix.com or call +254 795 346660 for assistance.

Refunds are processed within 5-7 business days after we receive and inspect the returned item. The refund will be issued to your original payment method. M-Pesa refunds are instant, while card refunds may take 3-5 business days.

If you receive a damaged, defective, or wrong item, please contact us immediately within 24 hours of delivery. We will arrange for a replacement or full refund at no extra cost. Please provide photos of the item and packaging.

Click on the "Sign Up" button at the top right of the website, fill in your name, email, and password, and click "Register". You'll receive a confirmation email to activate your account.

Go to the login page and click on "Forgot Password?". Enter your email address and follow the instructions in the reset link sent to your inbox. If you don't receive the email, check your spam folder.

Yes, go to your account dashboard and click "Profile" to update your contact information or "Addresses" to manage your delivery addresses. Keep your information updated to ensure smooth delivery.

To delete your account, please contact our customer support at info@jflix.com with your account email. Account deletion is permanent and will remove all your order history and saved information.