Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
1. How do I place an order on your site?
Browse through our collections, add items to your cart, and proceed to checkout. You’ll receive a confirmation message once your order is successfully placed.
2. What payment options do you accept?
We accept M-PESA, Airtel Money, Visa/MasterCard, and cash on delivery in select locations.
3. Is it safe to pay online?
Yes. We use secure, encrypted payment gateways to ensure your personal and payment details are protected. Learn more on our Privacy Policy.
1. How long does delivery take?
Nairobi & major towns: 1–2 business days
Outside Nairobi: 2–4 business days
Rural or remote areas: 3–5 business days
2. Do you deliver across Kenya?
Yes, we deliver to all counties. You’ll be able to select your location at checkout.
3. Can I pick up my order instead of home delivery?
Yes, we offer pickup station options. You can choose your preferred pickup point during checkout.
4. How much is the delivery fee?
Delivery fees vary based on your location and item weight. The total will be shown before completing your order.
1. Can I return a product if it doesn’t meet my expectations?
Yes. Returns are accepted within 7 days for unused, unopened items. Kitchen appliances and beauty products must remain in original packaging for hygiene and safety reasons.
2 What if I receive a wrong or damaged item?
Please contact us within 48 hours. We’ll arrange for a replacement or issue a full refund where applicable.
3. How long does it take to process a refund?
Refunds take 2–5 business days and are processed via your original payment method (M-PESA or card).
1.Are your beauty products genuine and safe?
Yes. We source directly from reputable suppliers and authorized distributors. All skincare and beauty products are verified for safety.
2. Can I request help choosing the right product?
Absolutely. Our support team is happy to recommend items based on your needs — whether it’s cookware sets, skincare routines, or hair tools.
1. Do I need to sign up to place an order?
Yes, creating an account helps you track orders, manage returns, and receive exclusive offers. Check Log in and Register.
2. Can I cancel or change an order after placing it?
Orders can be canceled before shipping. For urgent changes, contact our support team immediately after placing your order. Check Shipping and Returns.
3. Where can I track my order?
You’ll receive tracking updates via SMS and email. You can also log in to your account to view real-time order status. Check Track your Order.
1. How can I contact your support team?
Call/WhatsApp: +254 792 333 222
Email: info@sonayadealers.co.ke
Live Chat: Available 8:00 AM – 5:00 PM (Mon–Sat)
2. Do you have a physical store?
Yes. View our shop Locations, or choose a pickup point at checkout if you prefer collection.