Help centre
Answers to common questions, and how to reach us.
Common questions
How do I pay?
Add items to your cart or tap Buy now, then pay with M-Pesa at checkout. You get a prompt on your phone to enter your M-Pesa PIN.
Is my money safe?
When you pay through checkout, Nairobi Square holds your money until you confirm you received your order. Deals arranged directly with a seller are not covered.
Learn more →Something is wrong with my order
Open the order in your account and choose “Report a problem” before confirming receipt. The seller is not paid until it is resolved.
Learn more →How do I sell on Nairobi Square?
Apply as a seller, upload your national ID, set up your store and add products. Nairobi Square checks every seller before their store goes live.
Learn more →When do sellers get paid?
After the buyer confirms receipt (or the order completes automatically), minus commission, to the seller’s verified payout account.
Learn more →Policies
- Buyer ProtectionPay through Nairobi Square checkout and your money is held until you confirm you received what you ordered.
- Returns & RefundsWhen you can get your money back for an order paid through checkout, and how.
- Safety tipsHow to buy and sell safely, especially when you arrange a deal directly.
- Prohibited itemsWhat cannot be sold on Nairobi Square. Listings that break these rules are removed.
- Terms of UseThe rules for using Nairobi Square.
- Seller termsCommission, payouts, returns and disputes for sellers on Nairobi Square.
- PrivacyWhat personal data Nairobi Square collects, why, and your rights under the Kenya Data Protection Act, 2019.
- CookiesNairobi Square uses only the cookies it needs to work.
Contact us
Email support@nairobisquare.co.ke. For a problem with an order, report it from the order page so the seller's payment is held while we help. Check the service status if something is not working.