FAQs
Deliveries
How long will it take for my order to be delivered?
This will depend on the contents of your order and your delivery location.
Clothing items, posters, art prints and other home items can be delivered the day after you place your order.
Your delivery options are:
10am to 1pm, 2pm to 5pm, and 6pm to 8pm Mon – Sunday
Free shipping orders will be delivered in 3 to 7 days depending on time of order and location for delivery.
How do I know when my order is on its way?
You will receive three emails from us when you place an order on our website or app.
First, we will confirm that we have indeed received your order with details of the item you ordered.
Then, we will confirm that your order is being processed.
When your order is on its way to you, you will receive an SMS with the order number and a link to view your delivery status.
Finally, we will send you an email to confirm that your order has been delivered.
Can I split my order across different delivery addresses?
Unfortunately, we’re not able to split a single order. If, however, you absolutely must, give us a call on 0763157861 – we will place your order for you without charging extra delivery.
How come you don't deliver to all areas within Africa?
Our returns policy requires you to return your items to a Wakilisha affiliate store, so we only deliver to areas where we have partners and affiliate stores nearby to make returning items easier for you.
We are working hard to add new delivery areas. If we don’t currently deliver to your area, please keep checking back. If you would like to recommend that we add a particular area, please send an email with details of your request to admin@wakilisha.africa.
Are there any constraints on product delivery?
Products containing alcohol will only be delivered after 5pm due to legal constraints.
What areas do you deliver to?
So far we deliver fashion, beauty and home items to areas within the following cities and towns:
- Nairobi
- Mombasa
- Kisumu
- Kampala
- Arusha
- Kigali
- Dar-es-salaam
- Antananarivo
- Algiers
- Ibadan
- Accra
- Addis Ababa
We are constantly introducing Wakilisha in new places around the world so if your city or town is not here keep checking back and yours might just be next on our list.
Which couriers do you use?
We use G4S and UPS for Standard Tracked Delivery and Next Day Delivery.
You will be given a two hour delivery window with text and/or email notifications + options to change delivery details. You can track your order at any time using the Wakilisha tracking service. Please note you will need to sign for your order.
Accounts
Do I really need to register for an account ?
Setting up an account on Wakilisha is really easy and only takes a few minutes.
You will only need to give us your name and address details and then create a password, which you can use to access your account at a later date.
With an account you can check the progress of an order, change your details and save your payment details, which will speed things up the next time you order.
Alternatively, if you’d prefer not to create an account, you can select “Continue as guest” instead. You’ll still need to enter your name, address, email and payment information so we can properly deliver your order, but these won’t be stored.
You won’t be able to track your order if you select this option though.
What do I do if I have forgotten my password?
Forgetting things is normal. If you forget your password, don’t panic.
All you need to do is head to the reset password page and enter your username or email.
We will send you a link to reset your password immediately.
How can I change or view my Account details?
By logging in to your account using your email address and password, you will be able to access your account details. You will also have the option to modify your delivery addresses stored against your account.
Unfortunately, we aren’t able to change the delivery address on an active order, so please ensure you select the right details.
Events
What if there's a travel ban and I cannot attend an event I already paid for?
We try as much as possible to accommodate attendees who cannot physically attend our events by providing live coverage of every event we host. Where the internet cannot accommodate the needs of the event, WAKILISHA refunds attendees the full amount.
Can I list my independent event on WAKILISHA?
No. We only list events which are organized by WAKILISHA or which WAKILISHA is participating in.
What are the requirements for Kenyan non-citizens to attend WAKILISHA Events?
For Kenyan non-citizens, as long as you are legally in the country there are no special requirements to attend WAKILISHA events.
Payments
When will I be charged for my order?
If you paid for your order by credit or debit card, the money will be taken from your account immediately.
Payments made through M-Pesa, Western Union, Mobile money or PayPal are usually taken from your account instantly as well.
Why has my card been declined?
We do not decline transactions at checkout. We only authorise the amounts so if your bank does decline, please contact them directly so they can rectify this for you. Please be advised that the authorised amount will show on your account for around 7 working days, regardless of a successful transaction being made. This amount has not been debited, it has only been set aside from your available balance.
Will I be charged custom duty and import fees?
We try to ship from local partner stores in the cities we deliver thus saving you the trouble of having to pay custom and import duties imposed by governments on goods moving into a country from overseas.
However, outside the African cities we serve, charges may apply when the goods reach their destination. We don’t have any control over the amounts charged. Please note that if your order is over a certain weight, we may have to split the delivery into more than one parcel resulting in more than one charge – unfortunately this is beyond our control.
Product Information
How can I care for my cotton clothing?
There are many types of cotton fabric available and so many uses for it sot here is no one-size-fits-all solution.
To be safe you should always refer to the care label for your cotton item before washing. We strive to ensure our clothing items come with proper caring instructions on them.
- Cotton T-shirts can be prone to shrinking when they are washed and dried. To try and stop this happening:
- Wash in cold (30°C or below) water, whether using a washing machine or washing by hand.
- Give garments a gentle stretch when they come out of the wash to get them back into shape.
- Always air dry: dry clothes flat and out of the sun if possible.
- If you have an item that you know is prone to more than 10% shrinkage, hand wash it in cold water.
Are your products environment-friendy?
Wakilisha Africa works with over 20 garment, shoes and accessories factories across 5 countries. Our relationship with our top suppliers have been built on trust and a long-term approach.
We pride ourselves on working with suppliers who share our values, seek to meet our high quality and ethical requirements and recognise our shared duty to limit any negative social and environmental impacts.
Where is the size guide?
This is only a guide as every product is cut differently. If you’re concerned about the sizing of a product, call/WhatsApp us on +254763157861 and we shall give you a bit more information.
SIZE IN INCHES
| XS | S | M | L | XL | 2X | 3X | |
|---|---|---|---|---|---|---|---|
| Neck | 13–13.5 | 14–14.5 | 15–15.5 | 16–16.5 | 17–17.5 | 18–18.5 | 19–19.5 |
| Chest | 33–34 | 35–37 | 38–40 | 42–44 | 46–48 | 50–52 | 54–56 |
| Sleeve | 31.5–32 | 32.5–33 | 33.5–34 | 34.5–35 | 35.5–36 | 36–36.5 | 36.5–37 |
| Waist | 27–28 | 29–31 | 32–34 | 36–38 | 40–42 | 44–46 | 50–52 |