We're Here to Help

Find quick answers to common questions about your order, delivery and our Kenyan favourites.

Where is Duka254 located?

We are based in Nairobi, Kenya.

How do I find product support/ New product request information?

You can write to us on our Contact Us form

Whom should I contact if I have questions about an Duka254 product purchased?

You can write to us on our Contact Us form.

How do you use my personal information?

When you register, we collect your name, mailing address, phone number and email address. This information is used to respond to your requests, contact you if necessary, and, if you wish, send you emails about promotions.We use cookies and other technologies to collect non-personally identifiable information for a variety of purposes, such as to improve the design and content of our website, enable us to provide a more personalized experience when you browse our sites, and keep you up to date on products, promotions, and other email communications that may be of interest. If you disable cookies, you may not have access to some features on duka254.com.For complete information regarding the usage or your personal information, please refer to our Privacy Policy. 

What are my shipping options?

We ship using DHL globally. Individual country customs and regulations are not part of our deliverables and may result in extra surcharges.

Can I have my order redirected to another address if my order has already been shipped?

No

Whom should I contact if my shipment arrived later than expected? Or What should I do if my shipment is lost?

You can write to us on our Contact Us form or contact DHL with your tracking number.

What should I do if my shipment is missing an item(s)?

It is possible your shipment was split based on size of box. Your shipment confirmation will include a list of all products included in your shipment. To track your order, please check with our customer care service providers as well as our official online/shipping partners.

We apologize for any inconvenience this may have caused. We do everything we can to ensure that your experience at Duka254 makes your life just a little easier and will do everything we can to remedy the situation as soon as possible. 

What is your return policy?

We do not accept any returns as they are food items.

What should I do if I am dissatisfied with my purchase from Duka254?

We apologize for any inconvenience this may have caused. We do everything we can to ensure that your experience at Duka254 makes your taste buds crave for more.