Online shopping has taken off in Nairobi, from groceries and takeaway to phones and furniture. Delivery is fast in the city, and most sites take M-Pesa. Scams are common too, so it pays to know how to buy safely.

Where people shop

  • Marketplaces such as Jumia and Kilimall - electronics, fashion and household goods from many sellers.
  • Supermarkets - Naivas, Carrefour, Quickmart and others deliver groceries through their own apps or delivery partners.
  • Food and errands - Glovo, Uber Eats, Bolt Food and similar apps for restaurants, pharmacies and shops.
  • Brands and local businesses - many sell through their own websites, Instagram or WhatsApp.

See also Shopping in Nairobi.

Paying

  • M-Pesa - at checkout, or to a named paybill or till number.
  • Card - debit or credit card, or a virtual card. See Credit cards.
  • Pay on delivery - common, and the safest way to buy from a seller you don’t know. Inspect the item before paying.

Check the business name that appears on the M-Pesa prompt before entering your PIN.

Delivery

Delivery within Nairobi is often same-day or next-day. Give a clear location and landmarks, and tell your building’s askari you are expecting a delivery. Outside Nairobi, parcels go by courier or bus parcel services.

Returns and warranties

  • Check the return policy before buying - marketplaces usually allow returns within a few days for faulty or wrong items.
  • Keep the packaging and receipt.
  • Electronics - check the warranty, and whether it is valid in Kenya.

Kenya’s Consumer Protection Act protects buyers from misleading sellers; complaints can go to the Competition Authority of Kenya.

Buying from abroad

Parcels from international sites can be delivered to Kenya, but may attract import duty and VAT, plus handling fees, collected before delivery. Some people use forwarding services. See Importing goods.

Avoiding scams

  • Social media sellers asking for full payment before delivery, especially with prices far below the shops.
  • Fake delivery messages asking you to pay a “release fee”.
  • Payments to personal numbers instead of a business till or paybill.
  • Counterfeit goods, especially phones, chargers and cosmetics.

When in doubt, pay on delivery or buy from an established shop.

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