Frequently Asked Questions (FAQ)

1. Where are you located?

Forstars Footwear is an e-commerce store based in Nairobi, Kenya. We offer both Delivery and Pick-Up Services.

Pick-Up Point:
Munyu Business Centre, 4th Floor, Shop E5
Along Munyu Road, Off Luthuli Avenue, Nairobi, Kenya.
Please confirm your order before coming to pick it up.

2. How do I place an order?

We offer two simple methods for ordering products:

Normal Checkout Process

• Add the product to your cart, proceed to checkout, enter delivery details, make payment, and place your order.

Note: Some products may show as available on the website but could be out of stock. We recommend confirming the availability of your desired product before checking out. Alternatively, you can complete your order via WhatsApp for real-time feedback.

Checkout via WhatsApp

• This method provides quick and direct communication with our team.

• To order via WhatsApp, click the ORDER VIA WHATSAPP button at the bottom left of the product page. This will open WhatsApp, where we will confirm product availability, size, and delivery details.

3. How do I receive my order?

We offer two delivery options:

Delivery

• Same-Day Delivery in Nairobi: Orders placed before 4pm are delivered on the same day.

• National Deliveries: For orders outside Nairobi, we use trusted couriers such as Fargo Courier, Speedaf, G4S, and various Sacco services like Guardian, Easy Coach, Simba, and more.

• International Deliveries: We use DHL EXPRESS for international shipping, with delivery within 5 business days after dispatch.

• Payment: For deliveries outside Nairobi and international orders, full payment is required upfront before dispatch.

Pick-Up

• Nairobi CBD Pick-Up: Orders can be picked up within 24 hours at our pick-up point:
  Munyu Business Centre, 4th Floor, Shop E5, Nairobi. To pick up, you need to pay deposit for us to start processing your order. The rest of the amount is paid on pick up.

• Pick Up Mtaani (Nairobi and its environs only): We can send your order to a convenient agent near your area for easy pick-up. Most orders are ready for pick-up the next day. Full payment is required before dispatch.

4. Can I pay on delivery?

• Yes, Forstars Footwear offers Pay on Delivery within Nairobi, but only for deliveries sent via our rider.

• Deliveries sent via other methods (couriers, etc.) must be paid upfront.

5. What if the shoes don’t fit?

We understand that shoe sizes may vary, and if the shoes don’t fit as expected, returns are accepted within 2 days of purchase. However, customers are encouraged to confirm their size before placing an order. We provide a size guide on every product page to help you make the right choice. You can also contact us via WhatsApp for size advice if unsure.