LARAMART FREQUENTLY ASKED QUESTIONS (FAQS)
1. Getting Started: What is LaraMart?
LaraMart is an independent convenience retail brand offering everyday essentials through our stores and online shopping via laramart.co.ke, with a focus on making shopping fresh, easy, and reliable.
- How do I place an order on laramart.co.ke?
Browse categories or use the search bar to find products, add items to your cart, then proceed to checkout to select delivery/collection and pay. This “browse → add to cart → checkout” flow is the standard online grocery experience we’ve modelled our customer journey around.
- Do I need an account to order?
You can shop as a guest where available, but creating an account makes checkout faster, helps you track orders, and supports loyalty benefits.
- How do I create an account?
Click Login/Register on the website, enter your email/phone and password, and complete the verification steps shown on-screen. Many online supermarkets use email confirmation for activation, so expect a similar verification step depending on your chosen signup method.
2. Payments: M-Pesa, Card, Cash
- What payment methods do you accept?
We accept M-Pesa, Card, and Cash (where cash is offered for your selected fulfilment option).
- My card payment failed – what should I do?
Card payments can fail for security reasons (especially with some banks or international cards). Try again, confirm your card is enabled for online transactions, or contact LaraMart Customer Care for an alternative payment option (e.g., payment link) where available.
Do you store my card details?
- LaraMart does not aim to store full card numbers on our systems. Card processing is typically handled via secure payment partners, while we retain confirmation details needed for reconciliation and support.
3. Delivery & Collection
- Where do you deliver?
Delivery coverage depends on your location and checkout options. Enter your delivery address at checkout to confirm availability and fees. (Many Kenyan e-grocers support Nairobi plus additional regions using courier partners.)
- Do you offer same-day delivery?
Same-day delivery may be available for selected areas and time windows. Delivery options shown at checkout reflect what’s available for your basket and address. (Some platforms also offer express options in-city—your checkout options will confirm what LaraMart offers in your zone.)
- What are your delivery fees?
Delivery fees are shown clearly at checkout and may vary by location, basket value, and delivery speed. (It’s common to see lower in-city fees and higher upcountry courier fees—your checkout total is the source of truth.)
- Is there a minimum order value?
Any minimum order requirement (if applicable) will be displayed at checkout. Some online supermarkets operate with no minimum order value; LaraMart will always make this clear before you pay.
- Can I request delivery before a specific time?
Yes, use the Order Notes field at checkout to add instructions (e.g., “deliver before 5pm”), and contact Customer Care if the request is time-sensitive.
- Can I schedule an order for a future date?
Where scheduling is available, you can select a delivery date/time at checkout. For longer-dated scheduled orders (e.g., events or bulk restocks), contact Customer Care on 071-119-9399.
4. Products, Stock & Substitutions
- What if an item becomes out of stock at checkout?
Stock can change quickly, especially during peak shopping times. If an item becomes unavailable, remove it from your cart and refresh, or adjust your order and proceed. (This is a common scenario on high-traffic grocery sites.)
- Do you allow substitutions?
If LaraMart offers substitutions, you’ll see substitution preferences at checkout (e.g., “allow similar brand” or “no substitutions”). If not shown, any substitutions will be handled only with your approval via Customer Care.
- Can I buy more than the quantity shown in stock?
For bulk requests, contact Customer Care. We may be able to source additional quantities depending on supplier availability and lead time.
5. Returns, Replacements & Refunds
- What is your returns window?
- Non-perishable items: within 2 days of purchase/delivery
- Perishable items: within 1 day of purchase/delivery (See LaraMart Returns Policy for full terms.)
- What do I need to return or replace an item?
Please provide proof of purchase (receipt or online order confirmation) and return the item in the same condition received, with packaging/tags/accessories intact where relevant.
- Do you offer cash refunds?
As a general rule, no cash refunds are provided. Where a refund is approved (e.g., payment error or order cancellation), it is typically processed back to the original payment method where feasible or as store credit.
- What if I received the wrong item or a damaged product?
Report it as soon as possible (and within the returns window). For online orders, we may request photos and your order number to resolve quickly.
6. Loyalty Programme
- How do I join the LaraMart Loyalty Programme?
Join in-store or online (where enabled) using your phone number/email. You’ll receive a loyalty ID or confirmation message once enrolled.
- How do I earn points?
Points are typically earned on eligible purchases. Your account/receipt will show points earned per transaction (eligibility rules may apply to specific categories).
- How do I redeem points?
Redeem at checkout (online or in-store where available). If redemption is available online, you’ll see an option such as “Apply points” or “Use voucher” during checkout.
- What happens to points if I return an item?
If you return an item, points earned on that item may be adjusted. If you redeemed points on the order, points/voucher value may also be reversed or recalculated.
7. Promotions & Vouchers
- How do I apply a promo code or voucher?
Enter the code at checkout in the Promo Code / Voucher field and apply it before completing payment. Many online grocery platforms follow this exact checkout step flow.
- Why didn’t my promo code work?
Common reasons include expiry, minimum spend requirements, category exclusions, or code limits per account. If you believe it’s an error, contact Customer Care with a screenshot and your cart total.
8. Order Changes, Cancellations & Support
- Can I change my order after placing it?
If your order has not yet been packed/dispatched, we may be able to adjust it. Contact Customer Care immediately with your order number.
- How do I contact LaraMart Customer Care?
- Email: online@laramart.co.ke
- Phone/WhatsApp: +254 711 199 399
- Store Opening Hours:
o Monday | 7:30 am–10:30 pm |
o Tuesday | 7:30 am–10:30 pm |
o Wednesday | 7:30 am–10:30 pm |
o Thursday | 7:30 am–10:30 pm |
o Friday | 7:30 am–10:30 pm |
o Saturday | 7:30 am–10:30 pm |
o Sunday | 8:30 am–10:30 pm |
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Opening hours may vary on public holidays or during special store events. Please check our website or contact Customer Care for confirmations on specific dates.
- How do I track my order?
Where tracking is supported, you’ll receive updates via SMS/email and/or an order status page in your account.