Frequently Asked Questions (FAQ)
General Questions
1. What is Dukanileo?
Dukanileo is your one-stop online shop offering a wide range of products, including women’s wear, men’s fashion, kids’ clothing, home essentials, electronics, and more. We aim to make everyday living simpler, more stylish, and efficient for you.
2. Where is Dukanileo located?
Dukanileo is located at Sinza kwa Remmy, we are an online-eshop platform, allowing us to serve customers across the globe. We ship to various locations, ensuring that our products reach you no matter where you are.
3. What products do you sell?
We offer a diverse range of products, including:
- Women’s fashion (clothing, accessories, footwear)
- Men’s apparel and accessories
- Kids’ clothing and toys
- Household items (decor, furniture, kitchen essentials)
- Electronics (smartphones, TVs, gadgets)
- And much more!
4. How do I create an account with Dukanileo?
To create an account, simply click on the “Sign Up” button at the top right corner of the website. Fill in your details, including name, email address, and password, and you’re all set!
5. Do I need an account to shop?
Yes, you will need to create an account to complete your purchase. This helps us streamline the checkout process and securely store your payment details. Additionally, it allows you to track your orders, save preferences for future shopping, and receive exclusive offers and promotions.
Order & Payment Questions
6. How can I place an order?
Simply browse our categories, add the items you want to your cart, and proceed to checkout. Follow the prompts to enter your shipping and payment details, and place your order. It’s that easy!
7. What payment methods do you accept?
We accept a variety of payment options, including:
- Credit and debit cards (Visa, MasterCard, American Express)
- PayPal
- Bank transfers (for select locations)
- Mobile payments like Tigopesa, Airtel Money, Hallo Pesa, and M-Pesa.
8. Can I modify or cancel my order?
Once an order is placed, it is processed quickly. If you need to modify or cancel your order, please contact our customer support team within 24 hours of placing your order. After that, changes may not be possible.
Shipping & Delivery Questions
10. Do you offer international shipping?
Yes, we offer international shipping to many countries. Please check our shipping policy or enter your address during checkout to confirm if we deliver to your location.
11. How much does shipping cost?
Shipping costs depend on your location and the weight of your order. You can view the shipping cost during checkout before you finalize your purchase.
12. How long will it take for my order to arrive?
Delivery times vary based on your location. Domestic orders typically arrive within 3-5 business days, while international orders may take 7-15 business days.
13. Can I track my order?
Yes! Once your order has been shipped, you will receive a tracking number to monitor its progress. You can track your order on our website or via the shipping carrier’s site.
14. What happens if my order is delayed?
While we strive for timely delivery, sometimes delays can occur due to shipping carrier issues, holidays, or other factors. If your order is delayed, we’ll keep you updated and assist you in tracking your package.
Returns & Refunds Questions
15. What is your return policy?
We offer a hassle-free return policy. You can return most items within 30 days of receipt for a full refund or exchange, provided they are unused and in their original condition.
16. How do I return an item?
To return an item, log in to your account, go to your order history, and select the item you want to return. Follow the instructions to generate a return label, pack the item securely, and send it back to us.
17. Do I have to pay for return shipping?
If the return is due to a defect or our mistake (e.g., wrong item, damaged product), we cover the return shipping costs. For other returns, the customer is responsible for return shipping.
18. When will I receive my refund?
Refunds are typically processed within 7-10 business days after we receive the returned item. Refunds will be credited to the original payment method.
Product & Stock Questions
19. How do I know if an item is in stock?
Our website shows real-time stock availability. If an item is out of stock, you’ll be notified, and you can sign up to receive an alert when it becomes available again.
20. Can I get a product in a different size or color?
If a product is available in different sizes or colors, you can select your preferred option on the product page before adding it to your cart. If your desired size or color is unavailable, feel free to contact us for more information.
21. Do you restock sold-out items?
Yes, we frequently restock popular items. You can subscribe to notifications to be alerted when an item is back in stock.
Account & Security Questions
22. Is it safe to shop on Dukanileo?
Absolutely. We use SSL encryption to ensure your payment and personal information are secure. Our website is safe and protected from unauthorized access.
23. How can I reset my password?
If you’ve forgotten your password, click on the “Forgot Password” link on the login page. We’ll send you a password reset link to your email.
24. How do I update my account information?
You can update your account details, including your address and payment methods, by logging into your account and visiting the Account Settings section.
Customer Support Questions
25. How can I contact customer support?
You can reach our customer support team via email at support@dukanileo.com or by calling our customer service hotline. Our team is available 7 days a week to assist you with any queries.
26. What if I have a problem with my order?
If you encounter any issues with your order, please contact us immediately. We’ll work to resolve the issue as quickly as possible, whether it’s related to the product, shipping, or any other concern.