Faq

    
All sites linked directly from the reputable manufacturers and are genuinely bought directly from the online stores directly. All Makeup products stores proof of purchase receipts will be available on request (scanned copies emailed).
Before you start shopping, we recommend that you read our Terms and Conditions.
You can choose to pay by MPESA or Airtel Money (for sites linked from our site). We ONLY accept payments from registered mobile numbers. If the mobile number is NOT REGISTERED with the provider then we cannot accept your payment or process your orders from UNREGISTRED numbers. We will request a reversal from the phone provider immediately. For MPESA or Airtel Money payments kindly refer to the rate conversation daily rate on the homepage to enable you to know how much to MPESA or Airtel Money 
We take security very seriously indeed, so your details will be safe. At UK-DUKAS all mobile payments are made using the most advanced mobile technological systems secured by the mobile telecommunication companies Safaricom & Airtel. A unique coded mobile payment confirmation is sent to the payment number which must be kept for your records and shown on delivery.

 

Paying using

  Payment in Kenyan Shilling (KSH) daily exchange rate is on the homepage and on the purchase currency calculator.

Paying using

  Payment in using Airtel Money is Kenyan Shilling (KSH) daily exchange rate is on the homepage and on the purchase currency calculator.



Paying using

  

Pay Online Card

 

Payment in UK Pound Sterling (£) Kenyan Shilling (KSH) for direct orders if you use Airtel Money (Pay Online-Card),

The freight charges must be paid in Kenyan Shilling (KSH) before goods are dispatched. Our exchange rates are based on Central Bank of Kenya (CBK) selling rate which is updated daily by the team at UKDUKA team.

All items shown on the link websites page are indicated as being in stock or out of stock. However, please note that putting an item in your shopping bag does not automatically reserve it for you, it may be purchased by another customer while you continue to browse for other items.

The easiest way to guarantee your order is by either:

  •  You can alternatively email us the link of the item you wish to purchase on orders@ukdukas.co.uk will immediately price the item(s) in Ksh from £ payment is made and will immediately order the item (s) avoiding disappointment.
  •   Registered users ordering immediately input your purchases items on the ORDER CALCULATOR including full payment confirmation code for your selected items to avoid disappointments. Order confirmation will be automatically sent to confirming your order maximum 12-24 hours from when the order was placed. You will also be able to track your order after 12-24 hours using the My Account login.
We offer a personal online shopping service for our premier customers where an associate will discuss your needs and schedule a meeting to show you possible options. We understand in this busy climate you may not have time to searching online we will ensure we meet you with a definitive short list.  
We guarantee that all personal data will be kept private and confidential, and that we will never give out any of your personal data without your authorisation. For further details refer our Privacy Policy.

After your purchase has been made you will receive a confirmation e-mail or sms, which doesn't mean that your order has been accepted by us.

We will accept to place the order once your payment (MPESA or Airtel Money) have been approved and verified.

Your order will take approximately *10 - 14 working days once we have received your order from the retailer we freight our goods once a week. The items are then delivered to the location as instructed on the Order Calculator (OC).
Generally we receive your order at our UK warehouse within Next day (express delivery). We do not opt for standard delivery (3-5 working days) as this means we are not able to meet our weekly freight schedule. Once we have confirmed payment and you have received your 'order confirmation' update email or SMS either from us or the company if you are ordering directly (Airtel Money pay by card option).

Your order should normally be ready for delivery or collection between *10 -14 working days. We will send you a delivery or collection ready date via SMS/CALL or email advising you when your order will be delivered or ready for collection (FREE). Additionally track your order using the My Account option during all the stages.

Prior to delivery/collecting or any items being released by our driver your original ID, such as a Passport, or National ID (as below) which was used when registering on our website they will check the last four digits match. Below is an example and not limited to Kenyan IDs we will seek four digits or characters of any ID used on registration.registration.

  OR  

We also match the MPESA or Airtel money registered name to that the payment confirmation name displayed on the ID before any goods are released. We will ask you to share the last three digits of your mobile payment confirmation code. The driver he/she will have this data and needs confirmation of it from you before any goods are released.

 

Please note all Collections from the collection point the receiver must personally come and collect the items the collection point. We will contact you and advise you the items are ready for collection.

We have instructed the staff at the collection point only to release items to the person who placed the order to minimise security issue.

YES but they must show their original ID, such as a passport, or national ID that was used when registering on our site which matches the MPESA or Airtel money registered name that the payment confirmation displays

We will also have sent you a delivery/collection code which they are required to share with our delivery driver or at our collection location.

Show our driver or staff at the collection point your original ID, such as a Passport, or National ID (as below) which was used when registering on our website they will check the last four digits match. Below is an example and not limited to Kenyan IDs we will seek four digits or characters of any ID used on registration.

  OR  

We also match the MPESA or Airtel money registered name to that the payment confirmation name displayed on the ID before any goods are released. We will ask them to share the last three digits of your mobile payment confirmation code informing the driver as he/she will have this data and need confirmation of it from you before any goods are released.

 

Please note we may refuse to issue goods if we suspect the information provided is inaccurate, fake or false and will report to the matter with the police.

Under the Consumer Protection Regulations, you can immediately upon delivery or collection view and request that the item be returned (REJECT ORDER). The product must be immediately returned to our driver or at the collection centre of which we will kindly accept to re-sale the item on our website. A rejected order will incur a KSH150 administrative fee for re-advertising and possible resell.

In the event that we are responsible for ordering an incorrect item from the one which you selected when placing your order, we sincerely apologise for this error on our part the priority is rectify this error ASAP. We will not charge you for collection, re-delivering the correct item and lastly a refund if re-ordering the product is not possible. The item must be as new and not used (our driver will take a digital image of the item and upload it to HQ). If the item has been used we will not be able to offer you a refund. The item will be handled as re-sell item which you will incur the KSH400 collection fee and KSH150 administrative charge.

Items cannot be returned once our delivery driver has left your premises or you have left our collection centre. If you wish to have the items re-sold will re-advertise and re-sell your item(s) on our site to enable you to recover costs. We must advise you that we cannot guarantee that you will be able to recover all costs incurred but we offer this service to enable our customer not be left with goods that they are not able to easily resell.

We will require a KSH 400 collection fee for our driver to come and collect the good(s) & KSH150 toward our administrative fee(s). All goods would be accepted as they are on collection. For reasons of health and hygiene we are unable to exchange goods once our driver has left our premises or you have left our collection location.

Further details of your right under the Consumer Protection Regulations are available from your local Trading Standards Department. THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS

Due to our extensive range of products from various retailers your items may be packed in separate parcels and will sometimes be delivered at different times. Please check the items listed on your dispatch note on delivery. If you are missing an item from your listed products flag this with the driver on delivery.

If you are missing an item listed on the dispatch, please contact our Customer services team

  •   +447886466934
  •   0724 240 450
  •   0736 340 450

We will immediately work on tracking the item please allow longer for it to be delivered as items from various retailer may arrive in our UK warehouse at different points.

Items rejected on delivery or collection (ITEMS TAKEN BACK ON DELIVERY/COLLECTION). The product must be immediately returned to our driver or left at the collection location we will kindly accept to re-sale the item on our website. A rejected order will incur a KSH150 administrative fee for re-advertising and possible re-sell.

In the event that we are responsible for ordering an incorrect item from the one which you selected when placing your order, we sincerely apologise for this error on our part the priority is rectify this error ASAP. We will not charge you for collection, re-delivering the correct item and lastly a refund if re-ordering the product is not possible.

A refund is automatically requested which will be processed within 2 days for a full refund excluding transaction fees for the refund. You should expect to see your refund in your mobile account within 2 working days. Please contact our Customer services team with any further queries.

Please note we will only refund the cost of the item and not the delivery costs and transaction fees incurred. The refund will be strictly to the mobile number used to place the order.

We have teamed up with Reviews.co.uk an independent merchant which enable customer to submit a rating and review on your UK-DUKAS experience and/or Facebook on our page.

Reviews.co,uk has well over 100,000 customer reviews from customers rating online businesses.

In addition, on the Facebook application you may have the opportunity to post various questions, reviews or other content.

Please note that you can change certain settings on Facebook related to the application through your account and privacy settings on Facebook.

As the content of this Privacy Policy may change from time to time we suggest that you periodically consult this Privacy Policy. Any changes to the Privacy Policy will be effective immediately..

All mobile money payment transfers are subject to confirmation checks and authorisation by the mobile providers.

In assessing your request for goods, we may use your information for the purposes of the prevention and detection of fraud. At all times where we disclose your information it will remain secure. If you believe your details are incorrect you may correct those details by following the procedure set out in our privacy policy. (View the privacy policy).

We are more than willing for you to order additional products from websites NOT among our linked sites. We would kindly ask you to either send us the web site link of the item you wish to order for example Grey Pointed Metal Heel Court Shoes http://www.newlook.com/shop/shoe-gallery/view-all-shoes/grey-pointed-metal-heel-court-shoes_329744504 and we will advise you of the price in KSH from £ of the charges for your order. Contact Us

Please note the charges will be priced on an individual basis.

In the event that item(s) are not collected from FARGO COURIER collection centres, A charge of KSH400 must be paid for the item to be either be re-collected, re-advertised or re-delivered as a penalty and redelivery costs will be added if the item is to be redelivered or recollected on top of the penalty.

FREE MONDAY - FRIDAY Collection from Our Nairobi collection point is:  Delta Corner Tower,  Chiromo Road,  6th Floor, Westlands Nairobi is FREE 

Items must be collected after no later than two day  from when the collection ready message is sent or you will incur a KSH250 per day charge..

Please refer to the Order Calculator for the most up to the minute delivery or collection fees.

MONDAY - FRIDAY our  Nairobi collection point which is at Delta Corner Tower,  Chiromo Road,  6th Floor, Westlands Nairobi is FREE. Items must be collected no later than 2 days from when the collection ready message/call has been communicated you will incur a KSH250 per day charge.

In the event that we attempt to deliver your parcel, you are not available (including ID required to confirm you are the rightful purchaser of the parcel).

We will ring you on the mobile number you registered online or made the payment from to advice you the driver is outside the premises. If the phone is unanswered we will SMS to inform you of the failed delivery and arrange to re-deliver your item at a cost of KSH 400 *per delivery which must be paid prior to redelivering.

We have outsourced all our deliveries to Fargo Courier, G4s & BMG security and delivery nationally throughout Kenya

  •  Nairobi
  •  Athi River
  •  Awendo
  •  Bomet
  •  Bondo
  •  Bungoma
  •  Burnt Forest
  •  Busia
  •  Chogoria
  •  Chuka
  •  Diani
  •  Eldama Ravine
  •  Eldoret
  •  Emali
  •  Embu
  •  Garissa
  •  Gatundu
  •  Gilgil
  •  Gilgil
  •  Githunguri
  •  Homabay
  •  Isebania
  •  Isiolo
  •  Kabarnet
  •  Kajiado
  •  Kakamega
  •  Kapenguria
  •  kapsabet
  •  Karatina
  •  Kendubay
  •  Kericho
  •  Keroka
  •  Kerugoya
  •  Kiambu
  •  Kibwezi
  •  Kiganjo
  •  Kilifi
  •  Kisii
  •  Kisumu
  •  Kitale
  •  Kitui
  •  Limuru
  •  Litein
  •  Lodwar *
  •  Luanda
  •  Machakos
  •  Makueni
  •  Makutano
  •  Makuyu
  •  Malindi
  •  Maseno
  •  Matuu
  •  Maua
  •  Mbale
  •  Meru
  •  Migori
  •  Moi,s Bridge
  •  Molo
  •  Mombasa
  •  Mtito Andei
  •  Muhoroni
  •  Mumias
  •  Muranga
  •  Mwatate
  •  Mwea
  •  Mwingi
  •  Naivasha
  •  Nakuru
  •  Nandi Hills
  •  Nanyuki
  •  Naro Moru
  •  Narok
  •  Njoro
  •  Nkubu
  •  Nyahururu
  •  Nyamira
  •  Nyeri
  •  Oloitoktok *
  •  Othaya
  •  Oyugis
  •  Runyenjes
  •  Sabasaba
  •  Sagana
  •  Siaya
  •  Sotik
  •  Taveta *
  •  Thika
  •  Timau
  •  Turbo
  •  Ugunja
  •  Voi
  •  Watamu
  •  Webuye
  •  Wote
  •  Wundanyi


Deliveries to other locations not listed within Nairobi or nationally within Kenya please contact us for a quotation and will update you of the expected transit period and costs.

You can come and collect your order Monday - Friday from our collection point which is at Delta Corner Tower,  Chiromo Road,  6th Floor, Westlands

If you cannot be present to come and collect your order, you will need to call our customer service team in advance and give the details of the person you will be sending. We will require their full names and ID number..

Collections from Delta Corner Tower, Chiromo Road, 6th Floor, Westlands (Opposite Naivas supermarket) Nairobi:

 

Monday 11:00 AM - 5:15 PM
Tuesday 11:00 AM - 5:15 PM
Wednesday 11:00 AM - 5:15 PM
Thursday 11:00 AM - 5:15 PM
Friday 11:00 AM - 5:15 PM
Saturday COLLECTION CLOSED
Sunday COLLECTION CLOSED

 

FARGO COURIER, BMG & G4s offers network of over 30 branches and multiple collection points ensures that you can send and collect parcels wherever is convenient to you. Please kindly note these services have fees

No, you can simply email us the links of item(s) you wish to purchase to orders@ukdukas.co.uk and will price the items from £ to Ksh. We would strongly recommend registering as you will be able to track your order and also be the first to know about our promotion, offer and discounts. Please note the Order Calculator can be used without being registered.

You can view shopping history next time you log in, get updates on what’s new and you do not have to key in order purchase details every time to track your order. Just click on the link purchase history to review your order history.