Common Questions & Answers
Find out all the essential details about our platform and how it can serve your needs.
What are your shipping times?
We process and ship orders within 12 hours. For customers outside Nairobi, standard shipping may take up to 15 hours for delivery. Please note that delivery times may vary slightly depending on your specific location and any unforeseen logistical delays.
What is your return policy?
We offer a 3-day return policy for all unused items in their original packaging. To initiate a return, log into your account and navigate to Returns and Refunds. Follow the prompts to submit your return request. Return shipping costs are the responsibility of the customer unless the item received was defective.
Do you ship internationally?
Not yet. We currently only ship within Nairobi. We are working on expanding our shipping capabilities to include international shipping in the near future.
How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. You can use this number to track your package's journey to you.
What payment methods do you accept?
We accept all major payment methods, including Visa, M-Pesa, Airtel Money, Google Pay, and PayPal. All payments are processed securely through our encrypted payment system.
What is Citizen Online Stores?
Citizen Online Stores is an online platform offering a diverse selection of products, including electronics, fashion, Services, and more.
How can I contact customer service?
You can reach us via email at support@citizenonlinestores.com or sales@citizenonlinestores.com, call us at +254 708 036 413, or use the live chat feature on our website.
Do I need an account to place an order?
Yes, you must have an account to check out. Creating an account allows you to track orders, process returns, and save shipping details for future purchases.
How do I place an order?
Browse our products, add items to your cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase.
Can I cancel or modify my order?
Yes, you can cancel or modify your order anytime before order confirmation. Once confirmed, we process and ship orders immediately. Contact our customer support team for assistance.
Where do you ship to?
We currently ship to all regions withingKenya. For more details, visit our shipping policy page.
How long will it take to receive my order?
Delivery times vary based on your location and shipping method. Standard shipping typically takes a few hours to a whole 48hrs depending on your location.
When will I receive my refund?
Refunds are processed within 3 hours after we receive and inspect the returned item. Depending on your payment method, it may take additional time for the refund to appear in your account.
Do you offer warranties on your products?
Yes, certain products come with warranties. Check the product description or contact us for more details.
What should I do if I receive a damaged or incorrect product?
Please contact us within 24hrs of receiving your order. Include photos of the damaged or incorrect item, and we'll arrange for a replacement or refund.
Are your products authentic?
Yes, we guarantee the authenticity of all our products. We source them directly from trusted brands and manufacturers.
How can I find out about promotions or discounts?
Subscribe to our newsletter or follow us on social media for updates on sales and exclusive offers.
Can I use more than one Coupon code?
No, only one discount code can be applied per order.
What should I do if my discount code doesn't work?
Double-check the code for typos, ensure it hasn't expired, and check the terms and conditions. If you're still having trouble, contact customer support.
How do I create an account?
Click on the 'Sign Up' button at the top of the website and fill in your details.
I forgot my password. How can I reset it?
Click on 'Forgot Password' on the login page and follow the instructions to reset your password.
Is my personal information secure?
Yes, we use secure encryption to protect your personal and payment information. Read our Privacy Policy for more details.