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Shipping & Delivery
We ensure that your orders are delivered securely and on time.
Solarstore.co.ke offers personalized shipping service which takes between 3 hours to 7 working days to fulfil. All orders are expected to be dispatched within 5 business days of order received. Our dispatch timescales do not include weekends and public holidays. Deliveries will be assigned to our delivery partners and with countrywide delivery. The delivery time varies from place to place, it takes around 24 hours to 7 days days to be delivered.
SHIPPING
DELIVERY
SHIPPING
All orders are expected to be dispatched within 5 business days of your order received. Our dispatch timescales do not include weekends and public holidays. Deliveries will be assigned to our delivery partners and with countrywide delivery
Delivery timelines are calculated by taking the estimate shipping (when order processing at the warehouse is complete and ready for dispatch) date and adding the transit time (the time it takes a package to travel from our warehouses to Buyer destination address. This will differ based on the shipping service choice made by the buyer.
Orders placed before 3pm will be delivered within 3 hours the same day (For Nairobi Clients/Shipping Zone 1 & Zone 2). Orders placed after 3pm will be delivered next business day, excluding Sundays and public holidays.
Saturday orders before noon will be delivered the same day.
How much does delivery cost?
Delivery cost is Ksh 300 per order and varies upwards depending on weight.
How is packaging done?
Solarstore.co.ke uses eco-friendly and recyclable packaging for your orders. This is in line with the our green first commitment where we only consider environmental friendly approaches to all our operations first and only use other alternatives where environmental friendly options are non-existent. As a green energy company we take responsibility of managing the environment, and recognizing that environmental considerations are an integral part of our overall business strategy,
Safety and protection of products
Our range of different box sizes are designed to accommodate all types of product shapes and sizes. This gives you the assurance and confidence that your order will be secure and well protected to arrive safely at your doorstep.
Packaging multiple orders?
Multiple orders will be combined into the same package to reduce cost and number of packages shipped to a customer.
How to track your orders status
Orders status can be tracked using the order numbers provided once a purchase is completed. A link is provided where the buyer can view the progression of the order from the moment the order is placed, processed, dispatched, and shipped to deliver. Any issues can also be viewed. See below box for quick reference and definition of the key order status terminologies.
Key Relevant Order Status Terminologies
Term | Meaning |
|---|---|
Order pending | Payment successful and pending processing |
Ready to ship to Hub | Applies to Dropship order items – Vendor has confirmed the items is in stock and ready to ship to the Fargo Courier Hub |
Order Cancelled | The order has been canceled for various reasons like fraudulent cases, customer requests, goods out of stock |
Order Payment Failed | Failed- Order payment has been placed but payment has failed thus whole order is terminated |
Order packing | items being packed for dispatch |
Ready to ship | Packing has been completed and the item is ready for dispatch to ship |
Shipped | out for delivery and now on transit for delivery to the Customer(buyer) |
Delivered | Order has been delivered to the customer and Proof of Delivery (P.O.D) details is available on the tracking system. |
Item is cancelled | Out of stock- The customer placed an order but was cancelled because the Dropship vendor couldn’t fulfil the item as it was out of Stock. Masoko Customer Support will advise the Buyers accordingly. |
Item rejected due to Quality failure | The item delivered to the hub is rejected for not meeting the quality parameters and requirements. item to be returned to the vendor |
Item Cancelled | Delayed: The item is declined for late delivery by the vendor to the hubs thus affecting the SLAS |
Item Returned to Vendor | The item is returned due to different reasons like wrong item delivered, wrong colour |
Returned at the Hub | The item has been returned by the customer and it’s at the Fargo hubs or collection centre |
Returned to the Warehouse | The item has been returned and it’s at the warehouse |
Return item collected | The items returned by the customer has been picked up from the Hub by the vendor |
Delivery Attempt Failed | The customer is not available to receive the item |
DELIVERY
Lifetime Technical Support
Reliable, helpful and flexible, GearBest offers basic technical support over the lifetime of your products. Buy with confidence and enjoy the support you deserve.
Apparel Return Process
30 Day Money Back Guarantee & Returns process
Within 30 days of receiving the item, if you are dissatisfied with the order, please follow the warranty process and contact our Support Center for RMA authorization stating:
1. The order number.
2. The item code(s) you wish to return.
3. The reason for return.
Our Customer Service will review your case and offer a return back. Upon receiving, the item will be exchanged with a replacement or will be refunded.
Returnable Items
Items that can be returned/refunded or exchanged within 30 days of receiving must follow the criteria as below:
1. Faulty items damaged/broken or stained upon arrival.
2. Items received in the incorrect size/color.
3. Unwashed, unworn and unused item(s) that have not met your expectations within 30 days of receiving.
Non-Returnable Items
We will not accept returns in the following conditions:
1. Items outside the 30 day warranty time-frame.
2. Washed, worn, used or misused items.
3. Items under the following categories: Sale, Swimwear, Lingerie, and Earrings. These items are not covered by the warranty for hygiene reasons.
4. Virus prevention items including: All masks, disposable protective clothing and other protective gear that comes into direct contact with the skin of humans and animals. For hygiene and safety reasons, these items are not covered by the warranty.
All returns must be confirmed via the ticket center. Returned items without Return Merchandise Authorization (RMA) will not be accepted.
Sizing issues
In the apparel business, we may note slight size differences between brands and manufacturers. It is important you check the size chart and size conversion chart on the product before ordering.
If we have shipped you the wrong size by mistake, we will either refund you in full or send you an item with an alternative size (if applicable).
If you chose the wrong size, Gearbest will offer an exchange or refund for customers, but please note that shipping costs to return the items are at the customer’s expense.
Return Shipping Fees
1. Shipping fees to return the items are at the customer’s own expense.
2. Please consult your local post office to confirm the actual return shipping fee. We advise you use the cheapest registered airmail method that is available.
