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Faq Sections
We are always happy to hear from you. If your question has not been covered in our FAQ page, please contact us at [email protected] or use the live chat feature on the homepage and we shall respond immediately.
Find a Missing Item from Your Package
If you received your package and an item is missing, do the following:
Go to Your Orders to see if your missing item is in another shipment.
Next to the image of your item, confirm the status of the order as to whether this has changed to delivered .
If this has not indicated as shipped, then your order must still be in processing mode.
Note:
If your item is missing a part, contact us for assistance.
If the tracking information shows that the shipment was delivered, but you can't find it, go to Find a Missing Package That Shows As Delivered for more information.
Most packages arrive on time. Orders sometimes show up after the estimated delivery date.
Possible reasons for late delivery include the following:
1. Incorrect address
2. Missing apartment, building, floor, or unit number
3. Severe weather conditions
The recommended actions are:
1. Confirm estimated delivery date and address in Your Orders.
2. Check payment processing in Your Orders.
3. Wait 1 hour to allow for unexpected delays.
4. After 1 hour, contact us.
If an item you ordered is unavailable, we will continue to check for the item until it is back in stock. If, after our checks, the item remains out of stock, any credit due to you will be added to your Naivas eWallet.
We do not process refunds to bank accounts. In instances where your address is not within our delivery coverage locations or we later receive a payment which did not reflect in our account at the time you made it, we may process a refund to your account after deducting relevant bank charges.
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- Click on this link - My account to access my accounts page.
- Select the tab that you would like to view or update.
- Navigate to the login page or if you have logged in, proceed to step 2. You may also click this link to navigate to the login page - Login page
- Click on your account name and go to information.
- In the account information tab, select the information that you'd like to update. You may also be able to access the information tab via this link - Identity
- Once you are done updating, select Save to update the changes.
To reset your password:
- Go to our password assistance on this link - Password recovery.
- When prompted, enter the email address associated with your Naivas account and select Continue. We'll send you an email containing a temporary link to reset your password.
- Create a new password.
- As soon as you've created a new password, it will be active.
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At checkout, you are able to select a preferred time when you will like your order delivered. We deliver 7 days a week from 9am to 8pm and can be at your door in as early as 3 hours after you order. See our Terms for more details on our delivery service.
When we receive customer orders, we begin processing them immediately. There is however provision for a 5 minutes cancellation window, where you may be able to request cancellation of an order in the event you would wish to change your mind.
Once an order has been dispatched, we are unable to issue a full refund as delivery charges have already been applied. You shall only be eligible to get the full order amount minus the delivery charges. This, however, does not affect customers’ rights to a refund in the event that an ordered item is unavailable.
Delivery times may be longer than usual. You can find updated delivery times on the product detail page for each item, and in checkout. Do not use delivery addresses for buildings that may be closed due to the current provisions (e.g., schools).
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Naivas accepts mobile payments such as Mpesa and major credit and debit cards such as Visa and Mastercard. Credit/Debit cards that are currently accepted on our platform includes Visa and Mastercard only.
We currently do not offer any payments on delivery options (Cash on delivery).
Notes
In some circumstances, you might be limited to using Visa and Mastercard credit cards. In those cases, the checkout process will make that clear and will let you add one of those payment methods.
Naivas Gift Cards cannot be used as a payment method to place an order. Naivas Gift Cards can only be used to purchase eligible goods and services in Naivas stores and certain related sites as provided in the Naivas Gift Card Terms and Conditions.
Your Naivas wallet is your online account where you have monetary value to spend on any product. We may debit or credit your wallet for various reasons including: refunding you for an unavailable item, reconciling the difference between guide and actual price for a weighed item, promotional offers, discounts and rebates.
Naivas e-commerce makes it possible for a merchant to automatically charge a payment method that is stored in your e-commerce account for your future purchases and payments. Some examples include:
A recurring payment for a subscription.
Payments for purchases you might make in the future.
When you have authorized a merchant to automatically charge your Naivas e-commerce account and have chosen a payment method, we will send you an email confirmation. You can modify or cancel this authorization by signing in to your Naivas account and canceling or modifying the payment authorization under my subscriptions tab.
What is a recurring payment?
A recurring payment is a payment that occurs at regular or predetermined intervals over a specified time period.
What should a merchant tell me before I agree to a recurring payment?
When you agree to a recurring payment, the merchant must inform you of the amount of each recurring transaction, the frequency of the charge, and the duration of the arrangement.
If the payment you preauthorize will vary in amount, the merchant must provide you with an option to receive notice of the amount and the date of the charge at least 10 days in advance of the charge. If the merchant provides the option, you can choose to receive notice only if the amount of the recurring payment falls outside of a range to which you have agreed.
If the merchant did not comply with the above policy, report it to us.
Will I receive notice when my chosen payment method is charged?
You will receive an email confirmation from Naivas E-commerce when you are charged. If you do not believe you authorized a charge, contact Naivas Customer Support.
Can I use my debit card for a recurring payment?
Only credit cards and Naivas Wallets can be used for a recurring payment. Do not choose a debit card when agreeing to a recurring payment. A debit card, also known as a "check" or "ATM" card, typically has the word "debit" printed on the face of the card.
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While most items show actual images of what will be delivered, some images may differ slightly from what is displayed on the website. This may occur for a variety of reasons including but not limited to a new/temporary packaging design by manufacturer, promotional items, same content but different version of an item. (Eg, different editions of books or varied book cover design depending on country of print). Some images may also be for illustration purposes only and may not exactly reflect the colour, size and shape of actual item; this is particularly relevant for fruits, vegetables and other fresh produce.
Prices of items that need to be weighed (e.g., fruits, vegetable, deli/cold cuts, meat) may be guided prices or approximated to enable you make a buying decision.
However, you will only be billed for the actual weight purchased; any difference in guide to actual price will be credited/debited to your Naivas wallet as the case ma y be. Actual price of weighed items will be clearly state on your invoice.
We go to great lengths to ensure we always find all items in your order. This often necessitates us checking as many as 6outlets before concluding your order.
If after checking multiple retailers, the items is still unavailable; our trained personal shoppers will contact you to offer suitable replacements.
You are not obliged to accept the replacements and will only purchase them after receiving a go-ahead from you.
If an item you ordered is unavailable, we will continue to check for the item until it is back in stock. If, after our checks, the item remains out of stock, any credit due to you will be added to your Naivas eWallet. We do not process refunds to bank accounts. In instances where your address is not within our delivery coverage locations or we later receive a payment which did not reflect in our account at the time you made it, we may process a refund to your account after deducting relevant bank charges.
If we deliver an incorrect or damaged item (damage that has been caused by us), we will happily replace the item at no additional cost to you. For us to replace such items, customers will need to notify the delivery driver of their observation at the point of delivery. Once customers have taken delivery of their order and signed confirming this, they take ownership of the items and Naivas will be unable to accept any returns.
If we deliver an incorrect or damaged item (damage caused by us) we will happily replace the item at no additional cost to you. For us to replace such items, customers will need to notify the delivery driver of their observation at the point of delivery. Once the customers have taken their order and they have confirmed the order, they take ownership of the items and Naivas will be unable to accept any returns. Please note that we have a zero-return policy on food and personal garments like briefs and panties. For the other items you can return to store and get a refund.
Naivas e-commerce makes it possible for to automatically charge a payment method that is stored in your e-commerce account for your future purchases and payments. Some examples include:
1. A recurring payment of a usage-based bill (for example, your mobile - credit top ups)
2. Payments for purchases you might make in the future (for example, purchases grocery products)
3. Gift Cards
What is a recurring payment?
A recurring payment is a payment that occurs at regular or predetermined intervals over a specified time period.
What should you know before you agree to a recurring payment?
When you agree to a recurring payment, the merchant must inform you of the amount of each recurring transaction, the frequency of the charge, and the duration of the arrangement.
If the payment you preauthorize will vary in amount, the merchant must provide you with an option to receive notice of the amount and the date of the charge at least 3 days in advance of the charge. If the merchant provides the option, you can choose to receive notice only if the amount of the recurring payment falls outside of a range to which you have agreed.
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