FREQUENTLY ASKED QUESTIONS (FAQs)

1. ORDERING & PAYMENT

Which payment methods do you accept?
We provide multiple secure and convenient payment options tailored for customers in Kenya. You can pay via:

  • M-Pesa: Pay directly through our Lipa na M-Pesa (STK Push) or Paybill number for instant and safe transactions. This method ensures your payment is reconciled automatically and your order is processed immediately after confirmation.

  • Pesapal: A trusted online payment gateway that allows you to pay using Visa, Mastercard, and other mobile wallets safely. Pesapal ensures your card information is never stored on our website, keeping your financial data secure.

Is it safe to pay on your website?
Absolutely. Security is our top priority. We use Pesapal, one of the most reliable payment gateways in East Africa, to process all card and mobile payments. Your M-Pesa PIN or card details are never stored on our servers, and all transactions are fully encrypted. You can complete your purchase with confidence knowing your personal and payment information is protected.

I paid via M-Pesa but haven’t received a confirmation. What should I do?
Network delays can sometimes affect confirmation messages. If you do not receive an order confirmation within 30 minutes of payment, please contact us immediately via WhatsApp or phone at +254702933975. Provide your M-Pesa transaction code, and our team will verify your payment and confirm your order instantly. This ensures your suitcase is dispatched as quickly as possible.

2. SHIPPING & DELIVERY

Where do you deliver?
We deliver across all of Kenya, from Nairobi to remote towns and cities. No matter where you are, The Trendy Suitcase ensures that your order reaches you safely and on time. Our delivery partners are reliable and familiar with local road networks and logistics, so you can expect smooth service.

How long will it take to get my suitcase?
Once payment is confirmed, we dispatch orders promptly. Delivery times depend on your location:

  • Nairobi and surrounding areas: 1–2 business days

  • Mombasa and other coastal towns: 2–4 business days

  • Interior or remote locations: 3–5 business days

We always aim for the quickest turnaround to help you start packing for your next adventure without delay.

Can I track my order?
Yes. Once your order is dispatched, we provide tracking details via SMS or email so you can follow your suitcase’s journey. For added convenience, you can also monitor the delivery status through the courier’s tracking portal if applicable. Tracking ensures transparency and peace of mind until your order arrives.

3. RETURNS & EXCHANGES

What is your return policy?
If you change your mind, you can return your suitcase provided it is unused, includes all original tags, and is in its original packaging. Because we want every customer to receive a brand-new product, returns for suitcases that show signs of use—especially on wheels or handles—cannot be accepted. We recommend inspecting your purchase carefully upon arrival to ensure it meets your expectations.

How do I get a refund?
Once we receive your returned item and confirm it meets our return criteria, your refund will be processed back to the original M-Pesa number or account used during checkout via Pesapal. Refund processing typically takes 3–5 business days. You will be notified via email or WhatsApp once the refund is completed.

4. WARRANTY & PRODUCT CARE

Does my suitcase come with a warranty?
Yes. We stand by the quality and durability of our products. The Trendy Suitcase provides a manufacturing warranty, covering any faults in construction or materials. If you notice any defects, contact us with proof of purchase, and we will guide you through the warranty claim process.

What happens if an airline damages my bag?
Airline handling can sometimes be rough. If your suitcase is damaged during transit, file a “Property Irregularity Report” (PIR) at the airline’s baggage desk immediately. While our warranty covers manufacturing faults, damage during airline handling is the responsibility of the airline. Documenting the issue at the airport ensures a faster claims process.

How should I clean my suitcase?
To keep your suitcase looking stylish and well-maintained:

  • Wipe the exterior with a soft cloth and warm, soapy water.

  • Avoid abrasive sponges or harsh chemicals that could scratch the finish.

  • For leather trims, apply a gentle conditioner periodically.

  • In humid areas like Mombasa, allow your suitcase to air dry after trips to prevent odors or mildew.

  • Avoid prolonged exposure to Nairobi’s intense UV sunlight to prevent color fading.

5. CONTACT US

How can I reach you?
We’re always happy to help. You can contact us using the following methods:

Whether you have questions about products, shipping, returns, or account management, our support team is available Monday–Friday from 9 AM to 5 PM EAT. We prioritize prompt responses, especially for customers in Nairobi and Mombasa to ensure fast delivery and issue resolution.