At the moment, Upsell does not offer international shipping.

We are currently focused on providing fast, secure, and reliable delivery within Kenya through our local seller network and our managed delivery service (Shipped by Upsell).

However, we’re actively exploring options to expand our reach regionally and internationally in the near future as we grow. We understand the need for cross-border trade and we're working towards making that possible for our vendors and customers.

Delivery times on Upsell depend on the shipping method selected at checkout and your location within Kenya. Here’s a detailed breakdown:

1. Shipped by Local Seller

Estimated Delivery Time: 3 to 5 working days

This option allows sellers to handle deliveries directly. It’s ideal for sellers and customers in the same region or town.

•  Suitable for local deliveries (e.g., within Nairobi or Thika).

•  Some sellers may even offer same-day or next-day delivery, depending on proximity.

•  Delivery times may vary based on traffic, weather, or logistics in your area.

2. Shipped by Upsell

Estimated Delivery Time: 1 to 5 working days

This method is handled by our Upsell logistics team, offering a more streamlined and reliable experience.

• We handle the entire process—from pickup to secure delivery at your doorstep.

• Your package is tracked, and updates are shared throughout the journey.

• Deliveries to major towns and cities are typically faster (1–3 working days).

• Remote or hard-to-reach areas may take the full 5 working days.

Working Days

Delivery is done from Monday to Friday (excluding public holidays). Orders placed over the weekend or on holidays will be processed on the next business day.

Yes — buying on Upsell is safe, secure, and buyer-friendly.

We prioritize your safety with the following measures:

• Secure Payments: All payments are processed through trusted channels like M-Pesa, ensuring your financial information is protected at all times.

• Verified Sellers: We work closely with sellers and regularly vet products to ensure you get genuine items and quality service.

• Buyer Protection: If your order doesn't arrive, arrives damaged, or isn’t what you expected, our customer support team is ready to help resolve the issue fairly and quickly.

• Transparent Order Tracking: You’ll get regular updates and notifications so you know exactly where your order is at any time.

At Upsell, your trust means everything to us — that’s why we’re committed to making your online shopping experience as safe and smooth as possible.

We understand that plans can change. Here’s how you can cancel or modify your order:

To Cancel Your Order:

• Step 1: Go to your Orders section in your Upsell account.

• Step 2: Find the order you want to cancel.

• Step 3: If the order hasn’t been shipped yet, click Cancel Order.

• Step 4: Confirm the cancellation. You’ll receive a confirmation message and a refund if payment has already been made.

Note: If the order has already been shipped, cancellation may not be possible. In this case, you can still initiate a return once you receive the item

 To Change Your Order (Address, Item, Quantity, etc.):

• Before Shipping:
  Contact our customer support team immediately with your order number and requested changes. We’ll do our best to adjust the order if it hasn’t been processed yet.

• After Shipping:
  Unfortunately, changes cannot be made once the order is shipped. However, you may return the product after delivery, depending on our return policy.

Tracking your order on Upsell is easy and gives you real-time updates on your package’s journey. Here’s how you can do it:

1. Log In to Your Upsell Account

Visit the Upsell website and log in using the email address and password you used to register. If you haven’t created an account yet, you’ll need to do so to access your order history and tracking details.

2. Navigate to “My Orders.”

Once logged in, go to your account dashboard by clicking your profile icon or name at the top-right corner of the homepage. Then, select “My Orders” from the dropdown or side menu.

3. Select the Order You Want to Track

You’ll see a list of all your recent orders. Click on the specific order you want to track. This will open a detailed view showing the order summary, item(s) purchased, and shipping status.

4. View Tracking Information

If the seller or Upsell has shipped your order, a tracking number and delivery method (e.g., Shipped by Local Seller or Shipped by Upsell) will appear.

You’ll also find a link to the courier’s website (if applicable), where you can see real-time updates on your package’s current location, estimated delivery date, and delivery progress.

5. Need More Help?

If tracking information is missing or unclear, feel free to reach out to our support team directly through the Help Center or via email ( info@upsell.co.ke ). We’re here to assist you at every step of the way.

Your peace of mind matters to us. That’s why we’re committed to keeping you informed from checkout to delivery.

At Upsell, we understand that sometimes a product might not meet your expectations, and that’s okay. We strive to make the return process as clear and straightforward as possible for both customers and sellers.

Return Window

You can return eligible items within 7 days from the date of delivery. This applies to:

• Products sold by individual sellers on the Upsell platform.

• Official Store items listed by verified and trusted sellers.

Returns requested after the 7-day period will unfortunately not be accepted, unless the item is defective and covered under the seller’s warranty policy.

Conditions for Return

To qualify for a return, the item must meet the following conditions:

• It must be in its original condition — unused, unwashed, and with all original packaging, tags, and accessories intact.

• It must include the original receipt or proof of purchase.

• The reason for return must fall under one of the acceptable return categories, such as:

  • Wrong item received

  • Damaged or defective product

  • Product not as described

  • Size or fit issues (for fashion items)

Return Shipping Costs

• If the return is due to a seller error (e.g., wrong or defective item), the seller or Upsell will bear the cost of return shipping.

• If the return is due to a change of mind or customer preference, the buyer may be responsible for the return shipping fee.

We’ll always inform you of any applicable costs before you complete the return request.

How to Initiate a Return

Here’s how you can start the return process:

1. Log in to your Upsell account

2. Navigate to the “My Orders” section

3. Find and click on the specific item you wish to return

4. Select “Request Return” and fill in the reason for return

5. Follow the prompts to submit your return request

Once submitted, you’ll receive further instructions and shipping details if the return is approved.

Important Note

This return policy does not override your legal rights as a buyer. If the seller violates product quality, delivery, or warranty commitments, you are entitled to further support and dispute resolution through Upsell’s buyer protection service.

Need Help?
If you're unsure whether your product is eligible for a return or if you have questions, feel free to contact our support team at support@upsell.co.ke. We're here to assist you every step of the way.

Your satisfaction matters to us. That’s why we’re committed to fair returns, clear communication, and a smooth shopping experience.