Returns, refunds and delivery
How we deliver, what it costs, and what happens if something goes wrong with your order.
Delivery
Where we deliver and how fast
Choose your delivery zone at checkout. The price for each zone shows there before you pay.
Nairobi
Order before 6pm for same-day or next-day delivery. Zones start at KSh 100 in the CBD.
Rest of Kenya
24 to 72 hours, excluding Sundays. From KSh 250 by Super Metro, or KSh 350 by courier to other towns.
Free delivery over KSh 5,000
Every delivery zone is free on orders of KSh 5,000 or more.
Pickup
Collect your order for free
HQ pickup, free
Royal Palm Mall, Wing A, 4th Floor, Shop AT4, Nairobi. Pickup is open Monday to Saturday, 8am to 6pm. Choose "HQ Pick Up" at checkout.
Pick Up Mtaani agent, KSh 140
We drop your order at a Pick Up Mtaani agent near you. Write your location and preferred agent in the order note at checkout.
Our policy
Returns, exchanges and refunds
Returns
Returns only apply when we deliver the wrong item for your order.
Tell us within 7 days of delivery. After 7 days we can't offer a refund or exchange.
The item must be unused, in the same condition you received it, and in its original packaging. We check your order details, then arrange the exchange.
Exchanges
We replace items that are defective, damaged or not what you ordered.
A rider from our team collects the item from you and delivers the correct one. Exchanges are done within 7 working days. During sales it may take longer.
Refunds
We refund your payment when the game you ordered is sold out, or when your delivery address is outside our delivery zones.
Approved refunds go back to your M-Pesa or original payment method within 5 working days.
Sale items
Only full-price items can be refunded. Sale items can't be refunded.
Delivery during sales
During sales we get a lot of orders, so delivery can take longer than usual.
Need help?
Talk to us about an order
Refund not showing after 5 working days, or got the wrong game? Message us and we will sort it out.