Account & Security
How do I create an account?
Click "Register" at the top right. Enter your email, create a password, and verify your email.
I forgot my password. What should I do?
Click "Forgot Password" on login page. Enter your email and follow the reset link sent to you.
How do I update my account information?
Log in, go to "My Account" → "Profile Settings" to update your information.
Is my personal information secure?
Yes! We use SSL encryption. We never store payment details and comply with data protection laws.
Orders & Shipping
How do I track my order?
You'll receive a tracking number via email and SMS. Track from "My Orders" in your account.
Can I modify or cancel my order?
Yes, within 1 hour of placement. Contact support at support@Ogen.co.ke after that.
What are your shipping rates?
Nairobi: 2-3 days, KES 150-300. Major cities: 3-5 days, KES 250-400. Free shipping on orders over KES 5,000 in Nairobi.
Do you offer international shipping?
Currently only within Kenya. East African expansion coming soon.
Payment & Pricing
What payment methods do you accept?
M-Pesa, Visa, MasterCard, American Express, and bank transfers. All payments are secure.
Is my payment information safe?
Yes! We use PCI-DSS compliant payment gateways. We never store card details.
Why was my payment declined?
Common reasons: insufficient funds, incorrect details, expired card. Try M-Pesa as alternative.
Do you offer installment payments?
Yes! Look for "Buy Now, Pay Later" at checkout for installment plans.
Returns & Refunds
What is your return policy?
30-day return policy. Items must be unused with original packaging and tags attached.
How long does a refund take?
5-7 business days after inspection. M-Pesa: 24-48 hours. Card: 5-10 business days.
Do I pay for return shipping?
Free returns for defective/wrong items. For change of mind, shipping costs are deducted.
Can I exchange an item?
Yes! Select "Exchange" during return process. Free for defective items.
Delivery & Pickup
What are your delivery hours?
Monday-Saturday, 8 AM - 8 PM. Same-day delivery in Nairobi for orders before 12 PM.
Can I schedule delivery time?
Yes! Select preferred date and time window (morning, afternoon, evening) at checkout.
What if I'm not home?
We attempt twice. After that, package goes to nearest collection point with SMS notification.
Do you have pickup points?
Yes! Pickup points in major malls nationwide. Select "Pickup" at checkout.
Products & Services
Are your products authentic?
100% authentic from manufacturers or authorized distributors.
What is your warranty policy?
1-year warranty for electronics. 6-month warranty for other items. Check product page for details.
Can I request out of stock items?
Click "Notify Me" on product page. We'll email when back in stock.
Do you offer product assembly?
Yes! Assembly service for furniture and electronics at extra cost. Select at checkout.
