FREQUENTLY ASKED QUESTIONS

How can I shop online

  • Go to our website https://watex.co.ke/shop
  • Locate the product by either searching using the search bar at the top of each page or browse through the categories
  • Once you locate the item, click on the ‘Add to Cart’ button
  • If you wish to continue shopping for other items, click on ‘Continue Shopping’. Once you are done shopping, click on ‘Continue to Secure Checkout’.
  • You will be asked to confirm your items, click on ‘Continue to Secure Checkout’
  • Fill in your shipping details. This can be done either while logged in or as a guest. If you do while logged in, the website will remember your shipping location the next time you shop. If you do as a guest, then the website will only remember your shipping details for that transaction only.
  • Select your preferred payment method. We support mobile money transfer (M-Pesa and Airtel Money)
  • You will then receive a confirmation message via email and SMS from the website and the payment platform. The items are normally delivered within 24 – 72 hours from the time of payment unless otherwise advised.

How do I pay for my order?

Once you make a purchase from the website you can pay via M-Pesa. If you select M-Pesa Option the website will display our Paybill number and account number that will be tied to your cart.

What happens if my package does not arrive within the set time?

To track your order you can call the Website Sales & Support line (+254) 739 668 489 or email orders@watex.co.ke

Can I shop on the website without registering my account?

You can shop on Watex Limited website as a registered user or as a guest. When you shop as a registered user, you don’t have to enter again your details when you come back next time. You may also choose to check out as a guest in which the website will forget your details once you check out. This means that you will key in your details afresh the next time you need to purchase from our website.

How long does it take to do a delivery?

Orders made from the website will be delivered within 24 – 72 hours from the time of payment unless otherwise advised. An advice may be made when the order is distributed across multiple branches or an item needs to be ordered for from a very distant branch or from the distributors. Note that the time of placing the order is different from the time of order payment.

Where are deliveries done?

Deliveries are done anywhere in Kenya (via Reliable Couriers and G4S).

How much do you charge for delivery?

We offer deliveries via G4S which is a premium service. All deliveries done via G4S are charged KES 406 up to 5 kgs regardless of the total cart amount. If the total cart is more than 5 kgs a charge of KES 30 will be added for every extra kg.

Are the prices on the website the same as the prices at the shop?

Watex Limited has a one-price policy across all branches and this includes the website.

Does Watex offer genuine products?

Watex Limited sells only genuine products. All our IT items come with a warranty including accessories. The warranty will be stated on point of sale . All books, stationery, and art products are new.  We do not sell any second hand items.

What happens if I can’t log in or have forgotten my password?

You can easily reset your password by clicking on the ‘Sign In’ link at the top right of your browser. Then click on ‘Forgotten Password’ link under the log in form. Provide the email you used to register on our website and we’ll send you the password reset link. In case you still require help send us an email at sales@watex.co.ke and we’ll assist.

When an item is out of stock, how do I get notified when it’s back in stock?

If you get an item is out of stock on our website, the product’s ‘Add to cart’ button will be disabled and replaced with a ‘Notify me’ button. Click on this button and fill in your email address. Once the product is back in stock, the website will send you an email to notify you that the item is back in stock.

Can I send money to a mobile number to make the payment?

No. You cannot send money to a personal number if you want to make a website purchase. You are required to follow the correct procedure of buying online (as described here) and when you get to the payment page the website will display our Paybill Number and generate an account number that will be tied to your cart. You will use this to make payment. You will receive an SMS/email notification on the number/email you use.

Can I pay Cash on Delivery?

We do not support cash on delivery at the moment.

CALL THE CUSTOMER SUPPORT

(+254) 739 668 489