Frequently Asked Questions
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Orders & Payment
How do I place an order?
Simply browse our shop, add your chosen products to the cart, and proceed to checkout. You can pay via M-Pesa, Visa/Mastercard, or Cash on Delivery (Nairobi only).
Can I pay with M-Pesa?
Yes! M-Pesa is our most popular payment method. During checkout, select “M-Pesa” and follow the STK push prompt on your phone. Your order is confirmed once payment is received.
Is it safe to shop on MECoptimize?
Absolutely. Our website uses SSL encryption (you’ll see the padlock in your browser). We process all card payments through secure, PCI-compliant payment gateways — we never store your card details.
Can I change or cancel my order?
Contact us as soon as possible via WhatsApp. Orders can be modified or cancelled within 2 hours of placement. Once dispatched, cancellation is not possible.
Delivery & Shipping
Do you deliver across Kenya?
Yes! We deliver to all counties in Kenya. Nairobi customers enjoy same-day or next-day delivery. Rest of Kenya is delivered within 3–5 business days via trusted courier partners.
How much does delivery cost?
Delivery rates depend on your location. Exact costs are calculated at checkout. We frequently run free delivery promotions — keep an eye on our shop for current offers.
How do I track my order?
Once your order is dispatched, we’ll send you a tracking number via SMS/WhatsApp. You can also log into your account to check order status.
Products & Installation
What ceiling height do I need for a chandelier?
We recommend a minimum ceiling height of 2.4 metres for our standard chandeliers. Each product page lists the specific requirements. Our team can also advise — just WhatsApp us with your room dimensions.
Do the products include installation?
Products do not include installation, but we can connect you with qualified electricians in Nairobi. Contact us after your purchase for a referral.
What bulbs are included?
Most of our LED products include built-in LED lighting. Where bulbs are required separately, this is stated on the product page. Contact us if you’re unsure.
Are your products covered by a warranty?
Yes. All products carry a minimum 12-month manufacturer warranty against manufacturing defects. This does not cover damage from incorrect installation or misuse.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy. Items must be unused, in original packaging, and accompanied by proof of purchase. See our full Refund & Returns Policy for details.
My item arrived damaged — what do I do?
Please WhatsApp or email us within 48 hours of delivery with photos of the damage. We will arrange a free replacement or full refund with no hassle.
How long do refunds take?
M-Pesa refunds are processed within 5 business days. Card refunds take 7–10 business days depending on your bank.
Still Have Questions?
We’re here to help. Contact us via WhatsApp or email and we’ll get back to you within 2 hours.