FAQ

SECTIONS

1. SHOPPING AT UNCOVER

2. REGISTRATION & CHANGING CONTACT DETAILS

3. LOG IN

4. PAYMENT

5. COST

6. DELIVERY

7. ORDER STATUS

8. SPECIAL OFFERS/VOUCHERS/GIFT SERVICE

9. RETURNS & REFUNDS

10. STOCK & AVAILABILITY

 

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SHOPPING AT UNCOVER

1.How do I shop? ( View graphics | Video Guide )

a. Select Item, select size and colour, add to the cart

b. Log in or register

c. Go to the Shopping cart, where you confirm goods in the cart

d. Select city of delivery, we deliver anywhere in Kenya

e. Pay for the product. We have multiple payment options available.

f. You will receive confirmation and status update emails

g. Product is delivered to your doorstep

h. Enjoy your brand new, high quality UNCOVER purchase. UNCOVER a life of style!

If you encounter any problems while placing your order, do not hesitate to contact us on +254 719 733 337 or email us at info@uncovershop.com

 

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REGISTRATION & CHANGING CONTACT DETAILS

1. How do I register ?

*To register complete the online form provided when you click on Create an Account . You can also do this when you select log in. You will get the New customer create an account option at the bottom. Then Insert your name, contact details, delivery details and billing address.

2. My contact details have changed. How can I update my details?

To update your contact details, please log in to your account. Click on My Account located on the top header of the website near the Log Out button. You will be taken to your Account Details where you can update your contact details.

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LOG IN

1. I forgot my password. What should I do?

Please click on the forgot password button on main page/login. Your password will be sent to your e-mail address.

2. How can I change my password?

Please go to my account and choose change password .

 

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PAYMENT

1. What are the methods of payment?

We have 7 payment methods that include: Mobile money (Mpesa, Airtel money, Yu Cash) Credit and debit cards (Visa, Master card) and E-wallet Pesapal.

 

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COST

1. Are there any hidden costs?

The cost you see on the invoice that is emailed to you is the final cost. The cost on the invoice includes the shipping cost to your selected destination. You can see the list of shipping costs on Delivery Locations link at the bottom of each page under The Service . The cost on the invoice is also inclusive of Governmental taxes.

 

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ORDER STATUS

1. How can I track my order?

Please log in to your account, click on Order List located on the top header of the website next to the Log Out button. From here you will be taken to your Order List can view your past and pending orders. Click on the Order number of the order you would like to track and you will be taken to a page with all the Order information regarding that order.

2. When checking on the status of my order I received a "Pending" message. What does that mean?

"Pending" means that your order has not yet been paid for. To pay for this order please click on the order number. Once on the Order Information page please click on the product name and add it to your cart and complete the check out process by completing the payment.

 

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DELIVERY

1. Where do you deliver?

We deliver all over Kenya, to your doorstep. Check out our delivery page/locations

2. How long will it take for my amazing new purchases to reach me?

a. For Nairobi

Orders that are placed before 11:00 will be delivered the next working day. Please note this excludes, weekends and public holidays.

For orders received after 11:00 an additional day for delivery will be added.

b. Outside of Nairobi

Orders will be delivered within 2-7 days depending on your location. You will be sent a confirmation mail after your purchase is shipped.

3. What will the delivery cost me?

Please refer to the delivery cost table, follow the link to find it.

4. Which cargo company will bring my delivery?

Aramex, you will be able to track your delivery via their website. http://www.aramex.com/

5. Can I pick up my purchase instead of having it delivered?

You can come and pick your product from our offices, please ensure that you pick this option when selecting delivery options at the check out.

6. What happens if I'm not home at the time of delivery?

You will be called by Aramex and an alternative delivery time will be organized. After three attempts of failed delivery the courier will return the goods to UNCOVER and it will be your responsibility to organize re-delivery at your own cost. Please call the UNCOVER +254 719 733 337 or send an email to info@uncovershop.com to arrange for re-delivery. Please visit our terms and conditions for further information.

7. Can my purchase be delivered to my office address?

We can deliver to any address you provide including offices. We deliver during office hours that is Mon - Fri (9am - 5pm).

8. What if my products do not reach me within the specified time?

Please contact us at UNCOVER +254 719 733 337 or send an email to info@uncovershop.com. We will do our best to locate your product and have it delivered. You can also track your shipment using your from Aramex web site http://www.aramex.com/ , simply enter your tracker number sent to you once your goods are dispatched.

9. Do you accept cash on delivery?

For security reasons we do not accept cash. There are 7 payment methods that we accept: Mobile money (Mpesa, Airtel money, Yu Cash) Credit and debit cards (Visa, Master card) and E-wallet Pesapal.

 

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SPECIAL OFFERS/ VOUCHERS & GIFT SERVICE

1. How do I receive special offers from Uncover ?

Sign up for our newsletter to be the first to hear about special offers, new products, sales & specials, events and more.

2. What if I want to buy the product as a gift?

c. What do you offer in terms of packaging and cards?

i. You can write a special note, for that special someone and we will wrap and deliver the package and card to the lucky person.

d. What are the costs of sending a gift?

i. There is no additional cost at sending a gift.

e. Do you also have the option of Gift vouchers or codes?

i. We do offer Gift Vouchers to the value of your choice. The gift voucher takes the form of a digital voucher with a special code. The code has to be entered on checkout in the coupon code box in order to redeem the value.

3. How can I use my discount voucher or gift certificate?

Simply shop the way you would for any other purchase but when you get to the shopping cart please enter the voucher code you received on the gift certificate in the Coupon code box. You will find the Coupon code box at the bottom of the shopping cart page just above the total amount of your goods.

4. Can I use more than one voucher in the same purchase?

You can only use one voucher per purchase

5. Does my voucher have an expiry date?

Yes it does and can only be used before the expiry date.

 

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RETURNS & REFUNDS

1. What if I have to return the goods?

Merchandise must be returned within 7 days of receiving the purchase.

Merchandise must not be worn, altered, or washed.

Merchandise must have all tags attached.

Merchandise returned without the original tag, worn, altered or washed will not qualify for a refund or exchange.

Please Note: Shipping and handling charges are not refundable unless the product is defective.

Final Sale items may not be returned.

Final sale items include Panties, nippies and red carpet Bras.

Please download the Returns form fill in and return with your goods. ?

2. Which address shall I return the goods?

Please send an email to info@uncovershop.com for details.

3. How long does refunding take?

It will take approximately 7 days from acceptance of return.

4. What if I received a wrong or faulty product?

Please download the returns form and return your goods to Uncover offices.

5. Can I redeem my refund as a gift certificate?

Yes you can.

6. Can I change the size/colour of my purchase?

Yes you can, please download the returns form and return your goods to Uncover offices.

 

 

 

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STOCK & AVAILABILITY

1. What if the size I want is not available?

Please contact UNCOVER with any specific requests email us at info@uncovershop.com or call us at +254 719 733 337. We will try our best to source it for you.

2.What if the item I want is out of stock?

Simply click the notify me button that will appear next to the product that Is out of stock and you will be notified when it's in stock.

3.What if there is something I really want and you don't stock it?

We would love to hear from you and improve your shopping experience with us. Please let us know if there is any particular product you are looking for and we will try our best to source it for you.

4.How will I know my size?

There is a size guide button beside each product, click on it and you will find a conversion table and How to measure guide that will assist you in finding out your size.

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