ONLINE SHOPPING FAQ’S THE WEBSITE Which Internet browsers are supported? Our website is built to work across all mainstream Internet browsers. But for optimal browsing experience, we recommend the following at a zoom of 110% or less: Internet Explorer – Version 10 and later (Windows only) Firefox – Version 24 and later (Windows & Mac) Google Chrome – Version 30 and later (Windows & Mac) Safari – Version 6 and later (Mac only) MY ACCOUNT What are the USN Online shopping requirements? In order to take advantage of our convenient way to shop, you will need to be 18 years or older and have a valid email address. Create a profile with USN to speed up the checkout process, register your delivery addresses, and track your orders. What are the requirements for a password? USN attempts to make your online shopping experience as secure as possible. The password entered on registration must be alpha-numeric (that is, a mix of letters and numbers) and must be a minimum of 8 characters in total. How do I reset my password? There is a “Forgot Your Password” link on the login page. You will be prompted to enter an email address to send a password reset email which will allow you to reset your password. Please ensure that you enter the email address you registered with. If your email address has changed, please contact us on firstname.lastname@example.org. Will my password expire? For your convenience we have maintained a static password that will not expire. However, should you wish to change your password, you can either change it in your ‘My Profile’ section or reset it following the password reset process (see above). My email address has changed. How do I update this on my profile? Login with your username and password Go to My Profile Change your old email address to your new one and save your changes. ORDERS Is there a minimum order amount in place? Yes, the minimum order amount is KES1,000. How can I see how much stock is available on the website? Our website will state the availability of stock based on the current days’ stock level. If there is no stock of the item in our warehouse you will not be able to order it. How do I complete my order? Once all your items are in your basket, you will be able to proceed to checkout and then pay with the secure payment method. We will process your order as soon as a successful payment is received. If you have paid, but did not get to the order confirmation page or did not receive an email acknowledging your purchase, do the following: Check the ‘spam’ or ‘junk mail’ folder of your e-mail account. Verify your order status by viewing it in ‘My Profile’ If you are still experiencing problems, contact us at email@example.com to confirm your order. Please do not re-order your product/s without completing the above steps, as this may create duplicate orders. What if I don’t check out my items? The products you have added to your basket will remain there until you either remove them, or they are automatically removed if they are no longer available for online shopping. Prices may change over time, especially as products can go on and off promotion. How do I remove something from my basket? To the right of each item in your basket, there is a blue cross button which will remove the item from your trolley. You are also able to reduce and update your item quantity. Can I order from another country? Yes, but we can only deliver to addresses within the borders of Kenya. NO deliveries are possible to other countries. Only Kenyan banks’ cards are accepted to minimise fraud. How will I know if my order was successfully placed? You will receive confirmation of your order via the e-mail address you registered with. How do I change my order? Please contact our Online Customer Support Centre on firstname.lastname@example.org to assist you – Monday to Friday 9am – 4pm. You will only be able to change your order if your order hasn’t been invoiced and dispatched already. Who do I contact when I need assistance with my order? You may contact us at email@example.com. We are here to assist you with any enquiries you may have – Monday to Friday 9am – 4pm. I captured the incorrect delivery address. How do I correct it? Please contact our Online Support Centre on firstname.lastname@example.org. If the order has not been dispatched, we will correct the address for you. If it has been dispatched already we can’t change it unfortunately and you will have to receive the parcel at the specified address. Please therefore ensure that you capture the correct address at the time of your order. When will I receive my invoice? Your order of confirmation e-mail will serve as your invoice. PAYMENT & SECURITY Are the prices on www.usnkenya.com in Kenyan Shillings (KES)? Yes, all our pricing is in Kenyan Shillings (KES). Do your prices include VAT? Yes, all our prices are inclusive of VAT. What forms of payment do you accept? We accept credit/debit cards: MasterCard and Visa cards that are 3D Secure enabled. We also accept VISA Checkout as well as Mpesa and several other options via Paypal. We will need your 16-digit card number, the expiry date, the CVV number (the last 3 digits on the back of your card) and your name exactly as it appears on the front of the card. We also accept Instant EFT – EFT SECURE: EFT SECURE Instant EFT (Electronic Fund Transfer) allows you to pay USN directly from your bank account via your existing internet banking facility. Select the EFT SECURE payment method at checkout. Select your bank. Next, please enter your login details for your internet banking account. Rest assured, you are logging directly into your internet banking account and your bank security will remain in place. Select the bank account you wish to pay from (If you have more than one account linked to your internet banking profile). Complete the payment by entering a One-time PIN received from your bank, or responding to a push message received from your bank (You will be directed back to the USN website once payment has been completed). USN will receive instant payment confirmation, so you don’t have to fax or email your proof of payment, and your order can be filled immediately. Benefits of Instant EFT: You don’t have to register in order to make EFT SECURE payments. Anyone with a supported internet banking facility can use EFT SECURE to pay online. An instant payment receipt is issued, so you don’t waste time waiting for payment confirmation, and your order / booking can be completed immediately. You’re no longer forced to draw on credit in order to make online purchases. EFT SECURE gives you the freedom to shop online without a credit card. EFT SECURE is fully compatible with all mobile devices, allowing you to make secure payments easily via your mobile phone or tablet. When will the payment be deducted from your account? Immediately – which means we can start processing your order straight away. Does usnkenya.com store my card information? We never store your card information without your permission. In order to facilitate your repeat orders, your card details are stored by a trusted third party payments company. What is 3D secure? 3D Secure is an initiative by Visa and MasterCard to add an extra level of security when using your card online. A 3D Secure-enabled card will require the entry of a one-time PIN before your order can be placed. If you have never set your card up for 3D Secure one-time PINs, your bank will automatically take you through the process the first time you try and pay. The 3D-Secure refers to three domains involved in the security they are: the Acquiring or Merchant’s bank the Card Association’s financial networks i.e. Mastercard and Visa the Issuing or Cardholder’s bank. Very simply the system authenticates the cardholder before the transaction takes place by diverting the browser to the bank that issued the card, who then request some secret, perhaps a pin, from their cardholder that will conclusively prove that this actually is the cardholder entitled to use this card. Once they are satisfied that this is their cardholder they issue an authentication receipt which is then presented to the merchant’s bank along with the authorisation request. If the transaction is then approved by the issuing bank they may not charge the transaction back to the merchant because the cardholder disputes the transaction as not being originated by them. How do I use/redeem a promotional code? If you have received a voucher code after returning a product or a promotional code via our social media platforms or any other method you simply need to enter the code during the payment process in your Basket. Enter the code in the field provided and click on Redeem. The applicable discount will be given to you and you have to pay the outstanding balance only. Is online shopping safe? Yes. We have taken every precaution to ensure your personal details are safe and secure with us. All sensitive information you provide is encrypted using industry-standard Secure Sockets Layer technology, and we utilise a leading Kenyan payment processor. We also insist that all credit card payments use 3D Secure processes (such as MasterCard’s SecureCode and Verified by Visa) so you will be prompted for a one-time PIN when purchasing to prevent you from fraudulent transactions. Will my information be sold to third parties? Your information will not be sold or made known to any third parties. Your details will be kept in the strictest confidence by USN. DELIVERY POLICY Where do you deliver to? We only deliver within the borders of Kenya. Please note that we are not able to deliver to P.O. Box addresses, only to physical addresses. If you live in an estate, please ensure that the security gate will allow the courier company to enter; otherwise choose an alternative address to ensure speedy delivery. We do not deliver to addresses outside the Kenya border. When can I expect my delivery? Orders are not processed over weekends but only on weekdays. Estimated time of delivery is within 24 hours in the Nairobi; within 48 hours to other metropolitan areas and 72 hours to outlying areas from the time the payment is cleared. We will communicate with you should there be a delay. You should receive your parcel within 3 working days, unless the courier experiences issues finding your address. Deliveries will only be made to the designated delivery address between 9am and 4pm Mondays to Fridays. No deliveries will be made on weekends and public holidays. Order placed before 2pm on a business day will be dispatched that same evening. If placed after 2pm, it will be dispatched the next business day’s evening only. What will be the delivery cost for items purchased online? Delivery is free on orders over KES 5,000. Orders under KES 5,000 will have a delivery fee of KES 300 irrespective of area or size of parcel. How do I change my delivery address? Once you are logged into online shopping, you can access ‘My Profile’. You will have the ability to edit, add or delete any delivery addresses. You can also change your address at the checkout stage. You are not able to change the address once your parcel is out on delivery though. Can I split the delivery? Unfortunately deliveries cannot be split. Should you wish to deliver to different addresses, orders must be created and paid for separately. How will I know when my order will be delivered? You will also be receiving SMSs from our appointed delivery partner when your parcel is on route to you. I was not available to accept your delivery. How do I get my delivery now? If you were not at the specified delivery address the courier company will phone you later that day to arrange an alternative delivery time. USN reserves the right to charge you an additional delivery fee if an alternate date and time is required. My order has not arrived, what do I do? We provide a facility for you to track your order online. Once logged onto online shopping, navigate to ‘My Profile’ and ‘Purchase history’ to view the status of your order or orders, alternatively contact us on email@example.com. RETURNS POLICY We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will credit your account either by a voucher or refund, subject to the below terms. This Policy forms part of the USN Terms & Conditions, and so words defined in the Terms & Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way. My items were delivered damaged. What do I do? Should an item be damaged (product is squashed or visibly damaged during transit), please email us on firstname.lastname@example.org. Damaged goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code to order the product again at no cost (free shipping included too). You can also request a refund on your credit card should you prefer this. You delivered the incorrect item. What do I do? Should you have received the incorrect item (product, flavour or size) than that ordered, please email us on email@example.com. Incorrectly delivered goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code to order the product again at no cost (free shipping included too). You can also request a refund on your credit card should you prefer this. My product is defective. What do I do? Should an item be faulty or defective (product is impossible to consume or is visibly defected), please email us on firstname.lastname@example.org. Defective goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code to order the product again at no cost (free shipping included too). You can also request a refund on your credit card should you prefer this. I have received my correct order but just don’t want it anymore. What do I do? Should you for some reason no longer want the item that you have purchased and the product is still sealed in its original packaging, please email us on email@example.com. Unwanted goods must be reported to us in this way within 7 days after receiving it. The courier company will collect the product from you and once we have received and inspected it, you will be issued with a voucher code or given a refund. If the product has been opened and isn’t faulty, you will not be able to return it for a refund. Refunds will be done within 7 working days to the credit card that you used to make the online purchase with. All credit card refunds will be done within 7 working days to the credit card that you used to make the online purchase with. What are the refund options available for a return? When emailing your return request, you can select a preferred action. While we will do our best to fulfill this preference, we cannot guarantee that the option will be available, and this is also dependent on the outcome of the return. Refunds will take place within 7 working days of receiving the returned product back from you. The available options are dependent on the reason for the return, and include the following: Voucher – You will receive a voucher code for the amount of the returned product. You can use this to order another product of your choice. Shipping will be free when using this ‘returns voucher’. Cash refund on my credit card – We will refund the amount paid for the product to the credit card used in the original transaction. NEED HELP? If you have any other queries not covered in the FAQ’s please email firstname.lastname@example.org or call us on 0796 111 316 – office hours are Monday – Friday 09:00 – 16:00.