Find answers to the most common questions about shopping at ebrandshop — Kenya’s official Samsung Valued Partner. If you don’t find what you’re looking for, reach us on WhatsApp or call 0753 151 151.
Buying & Payments
Are the Samsung products at ebrandshop genuine? Yes, without exception. ebrandshop is an official Samsung Valued Partner in Kenya, which means every device we sell is sourced directly through Samsung Kenya’s authorised supply chain. All products come with a genuine 24-month Samsung warranty — not an imitation, not a grey-market unit, not a refurbished phone sold as new. If authenticity matters to you, that is exactly why we exist.
How do I place an order? You can shop directly on ebrandshop.co.ke, add your item to cart, and check out online. Alternatively, call or WhatsApp us on 0753 151 151 and our team will process your order manually and guide you through payment.
What payment methods do you accept? We accept M-Pesa, bank transfer, and major debit and credit cards. For customers who prefer to spread the cost, we also offer instalment financing — see our Lipa Pole Pole section below.
Can I pay via M-Pesa? Yes. M-Pesa is fully supported at checkout both online and in our Westlands store. Our team will send you the payment details or you can complete the transaction directly on the website.
Do you offer instalment payments or Lipa Pole Pole? Yes. We offer flexible instalment financing options that allow you to own your Samsung device and pay over time. Plans are available on select products including flagship smartphones, smart TVs, and home appliances. Contact our team on 0753 151 151 or visit our Westlands store to discuss the options available to you and the eligibility requirements.
Is your pricing the same online and in-store? Yes. The prices on ebrandshop.co.ke reflect the same prices available at our Westlands showroom. Any active promotions or discounts are applied equally across both channels.
Can I negotiate the price? Our prices are already set at the most competitive levels we can offer as an official Samsung partner. We do not inflate prices to leave room for bargaining. What you see is the genuine best price, and it includes a 24-month warranty and after-sales support that unofficial dealers cannot match.
Delivery & Shipping in Kenya
Do you deliver across Kenya? Yes. We offer nationwide delivery to all major towns and counties in Kenya, including Nairobi, Mombasa, Kisumu, Nakuru, Eldoret, Thika, and beyond. Delivery is handled through trusted courier partners with tracking and insurance on every order.
How long does delivery take? For Nairobi orders placed before noon, same-day delivery is available on select items. For the rest of Nairobi and surrounding areas, standard delivery takes 24 to 48 hours. Upcountry deliveries to other parts of Kenya typically take 1 to 3 business days depending on your location.
How much does delivery cost? Delivery charges vary based on your location and the size of the order. Exact delivery fees are shown at checkout before you confirm your order. We offer free delivery on qualifying orders — check the current promotion on our homepage.
Do you offer payment on delivery? Currently we do not offer payment on delivery. All orders must be paid for in full before dispatch — via M-Pesa, card, or bank transfer. This policy protects both parties and ensures your order is fully confirmed and insured before it leaves our store. If you have concerns about paying before receiving your item, we encourage you to visit our Westlands store where you can inspect, pay, and walk out with your device the same day.
Can I pick up my order in person? Absolutely. Our store at Mpaka Road, Tulip Towers, 3rd Floor, Westlands, Nairobi is open Monday to Saturday. You can place your order online and collect in store, or simply walk in — no prior booking needed for most products.
How is my order packaged? All devices are shipped in their original manufacturer packaging, sealed and undamaged. For high-value orders, additional protective packaging is added. We do not repackage or reopen boxes before dispatch.
Warranty & After-Sales Support
What warranty do ebrandshop products come with? Every new Samsung product purchased at ebrandshop comes with a genuine 24-month Samsung Kenya warranty. This is the official manufacturer warranty — not a third-party or dealer warranty — and it is supported by Samsung’s authorised service centres across Kenya.
What does the Samsung warranty cover? The Samsung warranty covers manufacturing defects and hardware faults that arise under normal usage conditions. It does not cover physical damage caused by dropping or mishandling, liquid damage, unauthorised repairs or modifications, or damage resulting from misuse. Our team will walk you through the full warranty terms at the point of purchase so you are never caught off guard.
What happens if my device develops a fault? Contact our after-sales team immediately via WhatsApp or call 0753 151 151. We will assess the issue and guide you through the warranty claim process. If the fault is covered, your device will be repaired or replaced through Samsung’s authorised service channels at no cost to you.
Does the warranty apply if I buy online? Yes. The 24-month Samsung warranty applies to all purchases made on ebrandshop.co.ke, exactly the same as in-store purchases. Keep your order confirmation email as proof of purchase — you will need it for any warranty claim.
Can I return a product if I change my mind? We offer a 3-day return window for products that are unused, in their original sealed packaging, and in the same condition as delivered. Returns for change of mind are subject to our returns policy — contact our team within 3 days of receiving your order to initiate a return. Products that have been opened and used are assessed on a case-by-case basis, and will be subject to manufacture guideline on dead on arrival products policy.
Do you offer repair services for Samsung devices? Yes. We offer Samsung device repair and servicing through authorised technicians. Whether your device is under warranty or out of warranty, our team can assess it and advise on repair options. Reach us on WhatsApp to book a service assessment.
Still Have a Question?
Our team is available Monday to Saturday on WhatsApp and phone at 0753 151 151. You can also visit us in person at our Westlands store — Mpaka Road, Tulip Towers, 3rd Floor, Nairobi — where our staff will give you honest, no-pressure advice on any product or purchase decision.