Frequently Asked Questions

Account & Security

How do I create an account?

Click "Register" at the top right of any page. Enter your email, create a password, and provide your personal information. Verify your email address to complete registration.

I forgot my password. What should I do?

Click "Forgot Password" on the login page. Enter your email address, and we'll send you a password reset link. Follow the instructions in the email to reset your password.

How do I update my account information?

Log into your account, go to "My Account" → "Profile Settings". Here you can update your personal information, contact details, and preferences.

Is my personal information secure?

Yes! We use bank-level encryption (SSL/TLS) to protect your data. We never store your payment information and comply with data protection regulations.

Orders & Shipping

How do I track my order?

Once your order ships, you'll receive a tracking number via email and SMS. You can also track it from your account dashboard under "My Orders".

Can I modify or cancel my order?

You can modify or cancel your order within 1 hour of placement. After that, please contact our support team immediately at support@Ogen.co.ke.

What are your shipping rates and delivery times?

Shipping rates vary by location and package weight. Nairobi: 2-3 days, KES 150-300. Major cities: 3-5 days, KES 250-400. Other areas: 5-7 days, KES 350-500. Free shipping on orders over KES 5,000 in Nairobi.

Do you offer international shipping?

Currently, we only ship within Kenya. We're working on expanding to East African countries soon.

Payment & Pricing

What payment methods do you accept?

We accept M-Pesa (Safaricom), Visa, MasterCard, American Express, and bank transfers. All payments are secure and encrypted.

Is my payment information safe?

Yes! We use secure payment gateways that are PCI-DSS compliant. We never store your credit card information on our servers.

Why was my payment declined?

Common reasons: insufficient funds, incorrect card details, expired card, or suspicious activity. Contact your bank or try M-Pesa as an alternative.

Do you offer installment payments?

Yes! We partner with various banks to offer installment plans. Look for the "Buy Now, Pay Later" option at checkout.

Returns & Refunds

What is your return policy?

We offer a 30-day return policy. Items must be unused, in original packaging with tags attached. Some items are non-returnable (see returns page for details).

How long does a refund take?

Once we receive and inspect your return, refunds are processed within 5-7 business days. M-Pesa refunds: 24-48 hours. Card refunds: 5-10 business days.

Do I have to pay for return shipping?

Free returns for defective/wrong items. For change of mind, return shipping costs are deducted from your refund.

Can I exchange an item?

Yes! During the return process, select "Exchange" and choose your preferred size/color. Exchanges are free for defective items.

Delivery & Pickup

What are your delivery hours?

We deliver Monday-Saturday, 8 AM to 8 PM. Same-day delivery available in Nairobi for orders placed before 12 PM.

Can I schedule a delivery time?

Yes! During checkout, you can select your preferred delivery date and time window (morning, afternoon, or evening).

What if I'm not home for delivery?

We'll attempt delivery twice. If unsuccessful, your package goes to our nearest collection point. You'll get an SMS with collection details.

Do you offer pickup points?

Yes! We have pickup points in major shopping malls across Kenya. Choose "Pickup" at checkout and select your preferred location.

Products & Services

Are your products authentic?

Yes! All products are 100% authentic sourced directly from manufacturers or authorized distributors.

What is your warranty policy?

Most electronics come with 1-year manufacturer warranty. Other items have at least 6-month warranty. Check product page for specific warranty details.

Can I request a product that's out of stock?

Yes! Click "Notify Me" on the product page. We'll email you when it's back in stock.

Do you offer product assembly?

Yes! We offer assembly services for furniture and electronics at an additional cost. Select during checkout.