Help Center
Frequently Asked Questions
Quick answers about shopping, delivery, payments, returns, and genuine Xiaomi products at our store. Tap a question below to expand the answer. Can’t find what you need? Chat with us on WhatsApp — we’re happy to help.
Are your Xiaomi products genuine?
Yes. Xiaomi Store Kenya is an authorized reseller. Products come with official packaging and manufacturer warranty support where applicable. If you want to verify a model before buying, contact us on WhatsApp with the product name.
Are your Xiaomi products genuine?
Yes. Xiaomi Store Kenya is an authorized reseller. Products come with official packaging and manufacturer warranty support where applicable. If you want to verify a model before buying, contact us on WhatsApp with the product name.
Are your Xiaomi products genuine?
Yes. Xiaomi Store Kenya is an authorized reseller. Products come with official packaging and manufacturer warranty support where applicable. If you want to verify a model before buying, contact us on WhatsApp with the product name.
Are your Xiaomi products genuine?
Yes. Xiaomi Store Kenya is an authorized reseller. Products come with official packaging and manufacturer warranty support where applicable. If you want to verify a model before buying, contact us on WhatsApp with the product name.
Are your Xiaomi products genuine?
Yes. Xiaomi Store Kenya is an authorized reseller. Products come with official packaging and manufacturer warranty support where applicable. If you want to verify a model before buying, contact us on WhatsApp with the product name.
Are your Xiaomi products genuine?
Yes. Xiaomi Store Kenya is an authorized reseller. Products come with official packaging and manufacturer warranty support where applicable. If you want to verify a model before buying, contact us on WhatsApp with the product name.
Are your Xiaomi products genuine?
Yes. Xiaomi Store Kenya is an authorized reseller. Products come with official packaging and manufacturer warranty support where applicable. If you want to verify a model before buying, contact us on WhatsApp with the product name.
Are your Xiaomi products genuine?
Yes. Xiaomi Store Kenya is an authorized reseller. Products come with official packaging and manufacturer warranty support where applicable. If you want to verify a model before buying, contact us on WhatsApp with the product name.
Where can I buy genuine Xiaomi phones in Nairobi?
You can buy genuine Xiaomi phones at Xiaomi Store Kenya on the ground floor of Sawa Mall, Moi Avenue, Nairobi, or order online at xiaomistorekenya.co.ke. We are an authorized Xiaomi reseller and every device is sourced from official distributors.
How do I place an order?
Browse our shop, add items to your cart, and proceed to checkout. You can also use Buy Now on a product page or order via WhatsApp if you prefer assistance from our team.
How do I place an order?
Browse our shop, add items to your cart, and proceed to checkout. You can also use Buy Now on a product page or order via WhatsApp if you prefer assistance from our team.
How do I place an order?
Browse our shop, add items to your cart, and proceed to checkout. You can also use Buy Now on a product page or order via WhatsApp if you prefer assistance from our team.
How do I place an order?
Browse our shop, add items to your cart, and proceed to checkout. You can also use Buy Now on a product page or order via WhatsApp if you prefer assistance from our team.
How do I place an order?
Browse our shop, add items to your cart, and proceed to checkout. You can also use Buy Now on a product page or order via WhatsApp if you prefer assistance from our team.
How do I place an order?
Browse our shop, add items to your cart, and proceed to checkout. You can also use Buy Now on a product page or order via WhatsApp if you prefer assistance from our team.
How do I place an order?
Browse our shop, add items to your cart, and proceed to checkout. You can also use Buy Now on a product page or order via WhatsApp if you prefer assistance from our team.
How do I place an order?
Browse our shop, add items to your cart, and proceed to checkout. You can also use Buy Now on a product page or order via WhatsApp if you prefer assistance from our team.
Are your Xiaomi products genuine?
Yes — every product at Xiaomi Store Kenya is 100% genuine and sourced from authorized distributors. We are an authorized Xiaomi reseller in Kenya, so you get official warranty support and authentic devices.
Which payment methods do you accept?
We accept M-Pesa, Visa, Mastercard, and cash on delivery where available at checkout. Payment options may vary by product or promotion.
Which payment methods do you accept?
We accept M-Pesa, Visa, Mastercard, and cash on delivery where available at checkout. Payment options may vary by product or promotion.
Which payment methods do you accept?
We accept M-Pesa, Visa, Mastercard, and cash on delivery where available at checkout. Payment options may vary by product or promotion.
Which payment methods do you accept?
We accept M-Pesa, Visa, Mastercard, and cash on delivery where available at checkout. Payment options may vary by product or promotion.
Which payment methods do you accept?
We accept M-Pesa, Visa, Mastercard, and cash on delivery where available at checkout. Payment options may vary by product or promotion.
Which payment methods do you accept?
We accept M-Pesa, Visa, Mastercard, and cash on delivery where available at checkout. Payment options may vary by product or promotion.
Which payment methods do you accept?
We accept M-Pesa, Visa, Mastercard, and cash on delivery where available at checkout. Payment options may vary by product or promotion.
Where can I find detailed specifications for a particular phone model?
Detailed specifications for each product are available on their respective product pages on our website. If you need further assistance, please contact our customer service.
Which payment methods do you accept?
We accept M-Pesa, Visa, Mastercard, and cash on delivery where available at checkout. Payment options may vary by product or promotion.
What is Pay on Order?
Pay on Order — place your order now; our team confirms payment and delivery details. Online M-Pesa checkout is not available yet.
How long does delivery take?
Nairobi orders typically arrive within 1–3 business days after dispatch. Other major towns may take 2–5 business days. Remote areas can take longer — we will confirm timing when you order.
How long does delivery take?
Nairobi orders typically arrive within 1–3 business days after dispatch. Other major towns may take 2–5 business days. Remote areas can take longer — we will confirm timing when you order.
How long does delivery take?
Nairobi orders typically arrive within 1–3 business days after dispatch. Other major towns may take 2–5 business days. Remote areas can take longer — we will confirm timing when you order.
How long does delivery take?
Nairobi orders typically arrive within 1–3 business days after dispatch. Other major towns may take 2–5 business days. Remote areas can take longer — we will confirm timing when you order.
How long does delivery take?
Nairobi orders typically arrive within 1–3 business days after dispatch. Other major towns may take 2–5 business days. Remote areas can take longer — we will confirm timing when you order.
How long does delivery take?
Nairobi orders typically arrive within 1–3 business days after dispatch. Other major towns may take 2–5 business days. Remote areas can take longer — we will confirm timing when you order.
How long does delivery take?
Nairobi orders typically arrive within 1–3 business days after dispatch. Other major towns may take 2–5 business days. Remote areas can take longer — we will confirm timing when you order.
How long does delivery take?
Nairobi orders typically arrive within 1–3 business days after dispatch. Other major towns may take 2–5 business days. Remote areas can take longer — we will confirm timing when you order.
Which payment methods do you accept?
Pay securely at checkout, including available mobile-money options.
How long does delivery take?
Nairobi orders typically arrive within 1–3 business days after dispatch. Other major towns may take 2–5 business days. Remote areas can take longer — we will confirm timing when you order.
How much is shipping?
Shipping is calculated at checkout based on your delivery location and order size. You will see the full cost before you pay.
How much is shipping?
Shipping is calculated at checkout based on your delivery location and order size. You will see the full cost before you pay.
How much is shipping?
Shipping is calculated at checkout based on your delivery location and order size. You will see the full cost before you pay.
How much is shipping?
Shipping is calculated at checkout based on your delivery location and order size. You will see the full cost before you pay.
How much is shipping?
Shipping is calculated at checkout based on your delivery location and order size. You will see the full cost before you pay.
How much is shipping?
Shipping is calculated at checkout based on your delivery location and order size. You will see the full cost before you pay.
How much is shipping?
Shipping is calculated at checkout based on your delivery location and order size. You will see the full cost before you pay.
How much is shipping?
Shipping is calculated at checkout based on your delivery location and order size. You will see the full cost before you pay.
Does Xiaomi Store Kenya deliver outside Nairobi?
Yes — we deliver across Kenya. Major towns nationwide – 2–5 business days after dispatch
How much is shipping?
Shipping is calculated at checkout based on your delivery location and order size. You will see the full cost before you pay.
Can I pick up my order in store?
Yes, in-store pickup may be available at our Sawa Mall shop on Moi Avenue, Nairobi. Choose pickup at checkout or ask our team on WhatsApp when placing your order.
Can I pick up my order in store?
Yes, in-store pickup may be available at our Sawa Mall shop on Moi Avenue, Nairobi. Choose pickup at checkout or ask our team on WhatsApp when placing your order.
Can I pick up my order in store?
Yes, in-store pickup may be available at our Sawa Mall shop on Moi Avenue, Nairobi. Choose pickup at checkout or ask our team on WhatsApp when placing your order.
Can I pick up my order in store?
Yes, in-store pickup may be available at our Sawa Mall shop on Moi Avenue, Nairobi. Choose pickup at checkout or ask our team on WhatsApp when placing your order.
Can I pick up my order in store?
Yes, in-store pickup may be available at our Sawa Mall shop on Moi Avenue, Nairobi. Choose pickup at checkout or ask our team on WhatsApp when placing your order.
Can I pick up my order in store?
Yes, in-store pickup may be available at our Sawa Mall shop on Moi Avenue, Nairobi. Choose pickup at checkout or ask our team on WhatsApp when placing your order.
Can I pick up my order in store?
Yes, in-store pickup may be available at our Sawa Mall shop on Moi Avenue, Nairobi. Choose pickup at checkout or ask our team on WhatsApp when placing your order.
Do you offer Lipa Mdogo Mdogo (installment payment) plans?
Coming soon. We understand the need for flexible payment options and are actively working to integrate Lipa Mdogo Mdogo plans in partnership with leading providers. Please check back soon for updates. Once available, eligibility and repayment details will be provided.
Can I pick up my order in store?
Yes, in-store pickup may be available at our Sawa Mall shop on Moi Avenue, Nairobi. Choose pickup at checkout or ask our team on WhatsApp when placing your order.
Can I pick up at Sawa Mall today?
Yes — in-store pickup is available at our Sawa Mall shop (Ground Floor, Shop G6, Moi Avenue, Nairobi) when your item is in stock. Contact us on WhatsApp at 0719 841 407 to confirm availability before you visit.
What is your return policy?
Most items can be returned within 7 days if unused and in original packaging. Defective or wrong items should be reported within 48 hours of delivery. See our Returns & Orders Policy for full details.
What is your return policy?
Most items can be returned within 7 days if unused and in original packaging. Defective or wrong items should be reported within 48 hours of delivery. See our Returns & Orders Policy for full details.
What is your return policy?
Most items can be returned within 7 days if unused and in original packaging. Defective or wrong items should be reported within 48 hours of delivery. See our Returns & Orders Policy for full details.
What is your return policy?
Most items can be returned within 7 days if unused and in original packaging. Defective or wrong items should be reported within 48 hours of delivery. See our Returns & Orders Policy for full details.
What is your return policy?
Most items can be returned within 7 days if unused and in original packaging. Defective or wrong items should be reported within 48 hours of delivery. See our Returns & Orders Policy for full details.
What is your return policy?
Most items can be returned within 7 days if unused and in original packaging. Defective or wrong items should be reported within 48 hours of delivery. See our Returns & Orders Policy for full details.
What is your return policy?
Most items can be returned within 7 days if unused and in original packaging. Defective or wrong items should be reported within 48 hours of delivery. See our Returns & Orders Policy for full details.
What is your return policy?
Most items can be returned within 7 days if unused and in original packaging. Defective or wrong items should be reported within 48 hours of delivery. See our Returns & Orders Policy for full details.
How long is Xiaomi warranty in Kenya?
Warranty length varies by product. Check the product page for the Warranty attribute when listed, or contact us with your model and proof of purchase for manufacturer warranty guidance.
How do I track my order?
After dispatch, we may send tracking or delivery updates by phone, SMS, or WhatsApp. You can also contact us with your order number for a status update.
How do I track my order?
After dispatch, we may send tracking or delivery updates by phone, SMS, or WhatsApp. You can also contact us with your order number for a status update.
How do I track my order?
After dispatch, we may send tracking or delivery updates by phone, SMS, or WhatsApp. You can also contact us with your order number for a status update.
How do I track my order?
After dispatch, we may send tracking or delivery updates by phone, SMS, or WhatsApp. You can also contact us with your order number for a status update.
How do I track my order?
After dispatch, we may send tracking or delivery updates by phone, SMS, or WhatsApp. You can also contact us with your order number for a status update.
How do I track my order?
After dispatch, we may send tracking or delivery updates by phone, SMS, or WhatsApp. You can also contact us with your order number for a status update.
How do I track my order?
After dispatch, we may send tracking or delivery updates by phone, SMS, or WhatsApp. You can also contact us with your order number for a status update.
How do I track my order?
After dispatch, we may send tracking or delivery updates by phone, SMS, or WhatsApp. You can also contact us with your order number for a status update.
Redmi vs POCO — what is the difference?
Redmi focuses on balanced everyday value — reliable battery, solid cameras, and affordable pricing. POCO targets performance-first buyers with faster processors and gaming-friendly specs, often at aggressive prices.
Do products include warranty?
Many Xiaomi devices include official manufacturer warranty. Warranty length and terms depend on the product category. Keep your receipt and serial number for any warranty claim.
Do products include warranty?
Many Xiaomi devices include official manufacturer warranty. Warranty length and terms depend on the product category. Keep your receipt and serial number for any warranty claim.
Do products include warranty?
Many Xiaomi devices include official manufacturer warranty. Warranty length and terms depend on the product category. Keep your receipt and serial number for any warranty claim.
Do products include warranty?
Many Xiaomi devices include official manufacturer warranty. Warranty length and terms depend on the product category. Keep your receipt and serial number for any warranty claim.
Do products include warranty?
Many Xiaomi devices include official manufacturer warranty. Warranty length and terms depend on the product category. Keep your receipt and serial number for any warranty claim.
Do products include warranty?
Many Xiaomi devices include official manufacturer warranty. Warranty length and terms depend on the product category. Keep your receipt and serial number for any warranty claim.
What types of Xiaomi products do you offer?
We sell Xiaomi smartphones (Redmi, POCO, and Xiaomi series), earbuds, smartwatches, power banks, smart home gadgets, and accessories. Browse the shop on xiaomistorekenya.co.ke for current stock.
Do products include warranty?
Many Xiaomi devices include official manufacturer warranty. Warranty length and terms depend on the product category. Keep your receipt and serial number for any warranty claim.
Do products include warranty?
Many Xiaomi devices include official manufacturer warranty. Warranty length and terms depend on the product category. Keep your receipt and serial number for any warranty claim.
Do products include warranty?
Many Xiaomi devices include official manufacturer warranty. Warranty length and terms depend on the product category. Keep your receipt and serial number for any warranty claim.
Can I cancel my order?
If your order has not been dispatched, contact us immediately to cancel. Once shipped, you may need to follow our returns process after delivery.
Can I cancel my order?
If your order has not been dispatched, contact us immediately to cancel. Once shipped, you may need to follow our returns process after delivery.
Can I cancel my order?
If your order has not been dispatched, contact us immediately to cancel. Once shipped, you may need to follow our returns process after delivery.
Can I cancel my order?
If your order has not been dispatched, contact us immediately to cancel. Once shipped, you may need to follow our returns process after delivery.
Can I cancel my order?
If your order has not been dispatched, contact us immediately to cancel. Once shipped, you may need to follow our returns process after delivery.
Can I cancel my order?
If your order has not been dispatched, contact us immediately to cancel. Once shipped, you may need to follow our returns process after delivery.
What are the prices of Xiaomi phones in Kenya?
Prices vary by model and storage. Check xiaomistorekenya.co.ke for live pricing — we update listings regularly for promotions and new arrivals across budget and mid-range Xiaomi devices.
Can I cancel my order?
If your order has not been dispatched, contact us immediately to cancel. Once shipped, you may need to follow our returns process after delivery.
Can I cancel my order?
If your order has not been dispatched, contact us immediately to cancel. Once shipped, you may need to follow our returns process after delivery.
How do I contact customer support?
Use the WhatsApp button on our website, call the number in the footer, or visit us at Sawa Mall, Ground Floor Shop G6, Moi Avenue, Nairobi.
How do I contact customer support?
Use the WhatsApp button on our website, call the number in the footer, or visit us at Sawa Mall, Ground Floor Shop G6, Moi Avenue, Nairobi.
How do I contact customer support?
Use the WhatsApp button on our website, call the number in the footer, or visit us at Sawa Mall, Ground Floor Shop G6, Moi Avenue, Nairobi.
How do I contact customer support?
Use the WhatsApp button on our website, call the number in the footer, or visit us at Sawa Mall, Ground Floor Shop G6, Moi Avenue, Nairobi.
How do I contact customer support?
Use the WhatsApp button on our website, call the number in the footer, or visit us at Sawa Mall, Ground Floor Shop G6, Moi Avenue, Nairobi.
How do I contact customer support?
Use the WhatsApp button on our website, call the number in the footer, or visit us at Sawa Mall, Ground Floor Shop G6, Moi Avenue, Nairobi.
How do I contact customer support?
Use the WhatsApp button on our website, call the number in the footer, or visit us at Sawa Mall, Ground Floor Shop G6, Moi Avenue, Nairobi.
How do I contact customer support?
Use the WhatsApp button on our website, call the number in the footer, or visit us at Sawa Mall, Ground Floor Shop G6, Moi Avenue, Nairobi.
Where can I find detailed specifications for a phone?
Full specs are on each product page on our website, including storage, camera, battery, and display details. WhatsApp us at 0719 841 407 if you need help choosing between models.
How do I contact customer support?
Use the WhatsApp button on our website, call the number in the footer, or visit us at Sawa Mall, Ground Floor Shop G6, Moi Avenue, Nairobi.
Where is Xiaomi Store Kenya located?
Our store is at Sawa Mall, Ground Floor, Shop G6, Moi Avenue, Nairobi CBD. Visit for hands-on demos, pickup, and in-person support from our team.
How can I contact customer service?
Call or WhatsApp 0719 841 407, or use the contact form on xiaomistorekenya.co.ke. We help with orders, delivery updates, product questions, and after-sales support.
Do your products come with a warranty?
Many products include manufacturer warranty where applicable. Warranty duration is listed on the product page when available — retain your proof of purchase for any warranty or repair request.
How does a typical phone trade-in process work?
Generally, a trade-in involves getting your current device assessed for its condition and market value. This value is then offered as a credit towards the purchase of a new phone. Requirements often include proof of ownership and a functional device.
What is your return policy?
Eligible items may be returned within the period stated in our Returns & Refunds Policy if unused and in original packaging. See the policy page on our website for full terms and how to start a return.
Do you offer repair services?
We assist with warranty repairs for eligible Xiaomi products. For out-of-warranty issues, we can guide you to authorized service options in Kenya.
What are your shipping options and delivery times?
We ship nationwide from Nairobi. Delivery within Nairobi – 40–60 Minutes. Major towns nationwide – 2–5 business days after dispatch. Shipping fees are calculated at checkout based on your location.
How do I place an order?
Add items to your cart on xiaomistorekenya.co.ke, go to checkout, fill in billing and shipping details, and place your order with Pay on Order. You can also use Buy Now on a product page or order via WhatsApp.
How do I track my order?
After dispatch, we may send updates by phone, SMS, or WhatsApp. Contact us with your order number at 0719 841 407 for a status update at any time.
Can I cancel my order?
Contact us immediately if your order has not been dispatched — we can usually cancel it. Once shipped, cancellation may not be possible and you may need to follow our returns process.
Do you offer Lipa Mdogo Mdogo installment plans?
Not yet — Lipa Mdogo Mdogo and similar installment plans are coming soon. Follow our newsletter or social channels for updates when flexible pay-over-time options launch.
Do you accept trade-ins for old phones?
A trade-in program is in development. When live, you will be able to exchange an eligible used phone for credit toward a new Xiaomi device. We will announce details on the website and WhatsApp.
How can I stay updated on new products and promotions?
Subscribe to our newsletter and follow Xiaomi Store Kenya on Instagram and TikTok for new arrivals, deals, and launch updates across phones and accessories.
Can I pick up my order in store?
Yes — pickup at Sawa Mall, Moi Avenue, Nairobi is available when your order is ready. Confirm stock and pickup timing with our team on WhatsApp before you travel to the shop.
How does Lipa Mdogo Mdogo work?
Lipa Mdogo Mdogo plans typically let eligible customers pay a deposit then clear the balance in installments via mobile money. Eligibility and terms are set by the provider — we will publish full details when our integration goes live.
