1. Is Click & Collect free and where can I pick my order?

Click & collect is FREE from any of our retail outlet. It's a 7-day service, so you can pick from any of our 6 showrooms within 24 hours after placing the order during working days and the day after resumption of business after an holiday or weekend. Our showrooms are located in the following locations.

Nairobi;

Sarit Center, Lower Ground Floor.

Garden City Mall, Ground Floor.

Village Market Showroom, 1st Floor, New Wing.

Westgate Showroom, Ground Floor, New Wing.

Mombasa;

Mombasa Likoni Showroom, Ground Flooor next to Nakumatt Likoni.

Nyali Centre Showroom, Ground Floor, South Wing.

2. When do I need to order for next day Click & collect?

Place your online order before 8pm today and we’ll deliver it to your chosen Hotpoint Appliances Ltd showroom, ready for you to collect after 2pm tomorrow.

Place your order after 8pm today, and you'll be able to collect it after 2pm the day after tomorrow (so orders placed on Monday after 8pm will be available for collection Wednesday from 2pm).

3. How will I know when my Click & collect order is ready?

We'll send you an email when your order is ready, confirming your chosen showroom.

If you’ve given us your mobile number, we’ll also send you a text when your order is ready for collection.

4. What do I need to bring to collect my order?

Bring your order number from your text message or email.

We need to see your order number from your text message or email, and proof of ID. This can be:

• The payment card you used for the order, or
• a current Photographic Driver's Licence, National ID Card/Alien ID Card or Passport

We cannot release your order without seeing your ID.

If you paid entirely with e-vouchers, Mpesa or Pesapal, please bring a current, National ID Card/Alien ID Card or Passport with you.

5. Can someone collect on my behalf?

We're happy for someone else to collect your order, but to prevent fraud, you need to communicate this to us via email only. Any communication via phone will not be acceptable in this case. In your communication, please give us the name and National ID/Alien ID Card number or Passport number of the person collecting the order on your behalf. The person you've nominated must present your order number and their National ID Card/Alien ID Card or Passport.

6. How long will you hold my order?

We’ll hold your order in store for 7 days, after which we’ll return the order to the warehouse and refund your account. Please note that this may take up to 5 days to process.

7. Which shop will my order go to?

When you place your order, you’ll be able to select a shop that’s convenient to you. The name of your chosen shop will appear in your email confirmation.

8. What time shall I pick up my order?

Any time after 2pm, but it’s best to wait for our email or text confirmation before you set off. Please check the opening times of your chosen shop as they all differ.

9. Where do I pick my order up in store?

Ask for the for the 'Customer care desk' in our showrooms.

10. I’ve lost my order confirmation email or text message.

Please check the junk mail folder within your email account, as occasionally confirmation emails can end up here.

Otherwise, if you were logged in to your hotpoint.co.ke account at time of purchase, you’ll be able to find the order number in your order history. Simply log into your account and click on the relevant purchase to find the order number. Make a note of this and bring it to the showroom when you collect. You can also contact us through onlinesales@hotpoint.co.ke and our team will gladly assist you with your order number.

If you weren’t logged in at time of purchase, we may still be able to release your order. Bring your photo ID or passport and quote your name to the collection Partner at the desk.

NB: To keep your order safe, we don’t let anyone collect on your behalf unless they have your order number and their photo ID.

11. I haven’t received an email or text message to confirm my order is ready for colection?

If you ordered before 8pm, your order will be available to collect the next day from 2pm; so please wait until after 2pm to contact us. If there’s any delay to your order, we’ll text you to let you know.

If you still haven’t received a confirmation message after 2pm the following day, our Customer services team should be able to check the location of your parcel. Call them on 020-3699000 between 9am and 6pm from Monday to Friday and 9am and 12pm on Saturdays.

If you placed your order after 8pm, it will be delivered the day after next.

12. I was unable to collect my Click & collect order. When will I be refunded?

We’ll hold your order in store for 7 days, after which we’ll return it to our warehouse and refund your account. Please note that this the refund may take 5 days to process.

13. I would like to return my Click & collect order.

You can return a Click & collect order to the showroom where you collected your order from. This can be done within 7 days after the order has been collected and the item must be in the same condition it was in when it was collected including the packaging.

On the order confirmation email, please include the following information;

Please bring the following items with you:

• Proof of purchase - a print out of this email or the text message.
  
• Your payment card - for your protection against fraud, we cannot release your purchase without seeing your payment card. If you paid entirely with e-vouchers, Mpesa or Pesapal, please bring a current, National ID Card/Alien ID Card or Passport with you as ID.
  
• If someone else is collecting the goods on your behalf, you need to inform us via email. In your email, please assist us with the name and National ID Number/Alien Number or Passport Number of the person collecting the order. The person must also come with the order number and their original National ID Card/Alien ID Card or Passport.