FAQs

Q: How do I place an order?
A: Browse our products, select the items you want, and click “Add to Cart.” When you’re ready, go to your cart and proceed to checkout. Enter your shipping details, choose a payment method, and confirm your order.

Q: Can I cancel or modify my order after placing it?
A: Once an order is placed, processing begins immediately. Unfortunately, we cannot make changes or cancel orders in the processing stage. If you’ve made a mistake, contact us as soon as possible, and we’ll do our best to assist you.

Q: How can I track my order?
A: Once your order has shipped, you will receive a tracking number via email or WhatsApp. Use this tracking number to monitor your order status.

Q: How long will it take to receive my order?
A: Processing takes 1-2 business days. Standard shipping takes 5-7 business days, while expedited shipping takes 2-3 business days.

Q: Do you offer international shipping?
A: Yes! We ship internationally from Dubai to Zimbabwe and London to Zimbabwe. Shipping rates and delivery times vary by destination.

Q: How much does delivery cost?
A: Standard delivery within Harare costs $5. Other locations may have different rates based on distance.

Q: What should I do if my order hasn’t arrived?
A: First, check the tracking details sent to you. If there’s no update or an issue appears, contact our customer support team, and we will assist you.

Q: What is your return policy?
A: We accept returns within 14 days of purchase, provided the items are unused and in their original packaging. Some items, such as personalized or perishable goods, are non-returnable.

Q: How do I return an item?
A: Visit our Returns & Exchanges Policy page to submit a return request. Ensure the item is securely packed and sent back within 3 days of approval.

Q: How do I exchange an item?
A: We currently do not offer direct exchanges. Instead, please return the item and place a new order for the replacement.

Q: Can I get a refund instead of store credit?
A: Yes, eligible returns will be refunded via the original payment method once the item has been processed.

Q: What payment methods do you accept?
A: We accept:

• Credit/Debit Cards (Visa, MasterCard, American Express, Discover)

• PayPal

• Stripe Pay

• InnBucks

• EcoCash

Q: Is it safe to use my credit card on your website?
A: Yes! We use SSL encryption to protect your payment information. Your sensitive payment data is never stored on our servers.

Q: Can I apply a discount code to my order?
A: Yes, we offer credit coupons on orders over $100, which can be used for future purchases. Check the details at checkout for eligibility.

Q: How do I choose the right size?
A: A size guide is available on each product page. If you’re unsure, contact us for assistance.

Q: Are your products authentic?
A: Yes! We source all our products from trusted suppliers and manufacturers to ensure authenticity and quality.

Q: Can I request a product that is out of stock?
A: You can sign up for email notifications on the product page to be alerted when it’s back in stock. While we cannot guarantee restocks, we prioritize popular items.

Q: Do I need an account to shop?
A: No, you can checkout as a guest, but creating an account lets you:
✅ Track your orders
✅ Save favorite products
✅ Receive exclusive offers

Q: How do I create an account?
A: Click “Sign Up” at the top right corner of the website. Enter your name, email, and password to register.

Q: How do I reset my password?
A: Click “Forgot Password?” on the login page, enter your email, and follow the instructions sent to your inbox.

Q: How do you protect my personal information?
A: We use SSL encryption and adhere to strict privacy policies to keep your data secure.

Q: Will you share my email with third parties?
A: No. We value your privacy and will never sell or share your email. It is only used for order updates, promotions, and newsletters.

Q: How can I contact customer support?
A: Reach us at:
📧 Email: customercare@kesawa.com
📞 Phone: +263771274336
🕒 Support hours: 24/7. We aim to respond within 24-48 hours.

Q: Can I leave feedback about my experience?
A: Yes! Leave a product review or contact us directly with your feedback. We appreciate your input and continuously strive to improve.