Support Policy
Order Cancellation and Refund Process at
Can I Cancel My Order?
Absolutely! You have the option to cancel your order as long as it is in the "waiting to be shipped" status. Please note that orders marked as "shipped" cannot be canceled. If your order is in transit, simply reject the delivery when our agent contacts you. For orders already marked as "delivered," you can initiate a return request directly from your account.
Refund for Prepaid Orders:
For online cancellations, expect a swift refund credited to your SoKOPay wallet within 24 hours. If you choose to reject the delivery, the refund process initiates promptly once the order status is updated to "delivery failed," typically within 48 hours.
Order Already Shipped? No Worries:
Even if your order is on its way, we've got you covered. Upon contact from our delivery agent, a hassle-free solution is to reject the delivery of the shipped order. We understand that circumstances may change, and our commitment is to make the process seamless for you.nal and efficient online shopping experience in East Africa.
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