How do I track my order?

Log in to your account, go to My Orders, and select the order to see live status and tracking number once your item has been shipped.

What is the return and refund policy?

Faulty, damaged, wrong or not as described: request a return within 7 days of delivery. The seller pays return delivery and refunds the item and the delivery fee, or replaces the item. Changed your mind (new items only): request within 3 days. The item must be unused and in its original packaging, you pay to send it back, and the original delivery fee is not refunded. There is no restocking fee either way. Go to My Orders and click Return Request. If your payment was held in escrow, you are refunded or sent a replacement of similar value; refunds are processed within 5–7 business days back to your original payment method.

How do I become a seller on Ulwa?

Click "Start Selling" or "Become a Seller", complete the onboarding steps, submit your KYC documents, and your store will be reviewed within 24–48 hours.

How do I pay with M-Pesa on Ulwa?

Select M-Pesa at checkout. An STK push notification will be sent to your Safaricom number. Enter your M-Pesa PIN to complete the payment securely.

Help Centre | Ulwa Support

Placing an Order

Browse products, add to cart, choose delivery or pickup, and pay via M-Pesa or card. You will receive an SMS and email confirmation.

Tracking Your Order

Log in to My Orders, then select the order to see live status and tracking number once shipped.

Returns & Refunds

Faulty, damaged, wrong or not as described: return within 7 days; the seller pays return delivery and refunds the item and delivery fee, or replaces it. Changed your mind (new items only): return unused items within 3 days; you pay return delivery and the original delivery fee is not refunded. No restocking fee either way. Open My Orders → Return Request. Refunds are processed within 5–7 business days.

Becoming a Seller

Click "Start Selling", complete onboarding, submit KYC, and your store will be reviewed within 24–48 hours.

M-Pesa Payments

Select M-Pesa at checkout. An STK push will be sent to your Safaricom number. Enter your PIN to complete the payment.

Account Security

Enable two-factor authentication in Account Settings for extra protection. Use a strong, unique password.