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Frequently Asked Questions
Find answers to our most commonly asked questions about products, orders, payments, and more.
Orders & Shipping
Browse our phones or accessories, add items to your cart, proceed to checkout, fill in your delivery details, and choose a payment method. You'll receive an order confirmation instantly.
Within Nairobi CBD: Same day or next day. Other Nairobi areas: 1–2 business days. Nationwide (all counties): 2–4 business days. Express options are available at checkout.
Yes! We deliver to all 47 counties in Kenya. Delivery costs vary by location and are calculated at checkout.
Yes. Once your order is dispatched, you will receive an SMS and email with tracking information. You can also track it from your account dashboard.
Contact us within 24 hours of delivery with photos of the damage. We will arrange a replacement or full refund immediately.
Payments
We accept M-Pesa (STK Push), Visa/Mastercard debit and credit cards, and Cash on Delivery for select areas.
Yes. Once you confirm the M-Pesa prompt on your phone, your payment is processed instantly and your order is confirmed.
Absolutely. All transactions are encrypted with SSL. We do not store card details on our servers.
We are working on a buy-now-pay-later option. Currently, full payment is required at checkout. Follow our social media for updates.
This is rare but if it happens, contact us immediately. We will verify and either confirm your order or process a full refund within 24 hours.
Products
Yes. 100% of our phones are genuine, original devices from authorized distributors. All come with official manufacturer warranties.
Yes. All smartphones come with a minimum 1-year manufacturer warranty. Accessories have a 6-month warranty.
Yes! Contact us via WhatsApp or email and we will do our best to source it for you.
We currently only sell brand new, sealed phones. We may introduce certified refurbished options in the future.
Yes. Visit our store in Nairobi or use our website to compare specs. Our team is also available to advise you.
Airtime
We support Safaricom, Airtel Kenya, and Telkom Kenya airtime purchases.
Airtime is delivered instantly to the recipient's number upon successful payment.
The minimum purchase is KSh 10. There is no maximum limit.
Yes. Simply enter the recipient's phone number during the purchase — it does not have to be your own number.
Returns & Warranty
We accept returns within 7 days of purchase if the item is in original condition, unused, and with all original packaging.
Contact our customer service team via WhatsApp (+254 700 000 000) or email (returns@loska.co.ke) with your order number and reason for return.
If the item is defective or we made an error, we cover return shipping. For change-of-mind returns, the customer covers shipping costs.
We process warranty claims within 3–5 business days. Complex repairs may take up to 14 days.
Account
Click "Register" on the navigation bar, fill in your name, email, and password — it takes less than a minute.
Currently, please contact our support team via WhatsApp or email and we will reset your password for you.
An account is recommended so you can track orders and view history. Guest checkout may be available in the future.
Log in to your account, click your name in the navigation bar, and go to "Edit Profile" from your dashboard.
Still Have Questions?
Can't find what you're looking for? Our team is ready to help.