Shopping online has become part of everyday life in Kenya. You can compare prices from your phone, order a kettle during lunch break and have it delivered to your door. But convenience can make us rush, and rushing is exactly what scammers and careless sellers rely on.
The good news is that safe online shopping is mostly about habits. This checklist works on any marketplace, and we point out the tools we have built into Airsoko to make each step easier.
1. Check who you are buying from
On a marketplace, the platform is not always the seller. Many different stores list products, so the first question is: who is actually selling this item?
- Open the store page. On Airsoko, every product shows the store that sells it, and you can open that store to see its other products, collections, reviews and an About section.
- Look for verification. We list stores on our Stores page with a "Verified Store" label, and brand or manufacturer stores appear under Official Stores.
- Read reviews and ratings. A store with a history of honest reviews is a safer bet than one with none.
2. Read the whole listing, not just the price
A surprising number of disappointments come from not reading the listing. Before you buy, check:
- Condition. Is it new, or something else? Our product pages show a condition field, and our classified listings use labels such as Brand New, Like New, Good, Fair and For Parts.
- What is included. Accessories, chargers, warranty cards and gifts matter, especially if you might return the item later.
- Specifications. Size, capacity, wattage, model number. If it is not stated, ask.
- Minimum order. Some listings set a minimum quantity per customer.
If something is unclear, use the product Q&A or message the store before paying. A good seller will answer.
3. Confirm delivery before you commit
Delivery is part of the price. On our product pages you choose a delivery location and the page shows a delivery estimate once a location is selected, along with information about who ships the item (for example "Shipped by seller"). Ask yourself:
- Does this seller deliver to my area?
- How long will it take, and what will delivery cost?
- Who do I contact if it is late?
You can also track an order using its tracking number or order ID after you buy.
4. Know the return rules before you need them
Read the return policy before checkout, not after something goes wrong. Our Returns Policy explains when returns are accepted, which items are non-returnable unless defective (for example perishables, personal care items and opened digital goods), and how refunds are handled. Individual sellers may have extra terms, so check the store too.
5. Keep payment on the platform
This is the single most important rule. Pay through the official checkout. If a seller asks you to send money directly to a personal number "to get a better price", stop. Paying off-platform removes the protections our marketplace offers and makes disputes much harder.
We accept M-PESA, PayPal and Visa or MasterCard cards, as set out on our Payment Options page. On our classified listings, items with an Escrow badge can be paid for with Airsoko Pay so funds are held until you receive and confirm the item. Our seller rules also treat diverting orders off the platform as a serious violation. That is how seriously we take it.
Warning signs to take seriously
Most bad purchases share a few patterns. Slow down if you notice any of these:
- A price far below everyone else. Real deals exist, but a brand-new phone at a fraction of the normal price usually has a catch.
- Pressure to decide immediately. Genuine flash deals have clear end dates. Personal pressure from a seller is different.
- Requests for personal details you would not normally share, such as your PIN or one-time codes. No legitimate seller needs them.
- Photos that do not match the description, or stock photos only, for second-hand items.
After you receive your order
Safety does not end at checkout:
- Inspect the package when it arrives, ideally before the courier leaves for high-value items.
- Take photos if anything is damaged or wrong. Clear photos make support requests much faster.
- Keep your order number and confirmation. You will need them for any return or help request.
- Leave an honest review. It helps the next shopper and rewards good sellers.
If you need help, you can open a ticket on our Help & Support page, or reach us at [email protected] or 0115611777.
Make it a habit
Safe online shopping comes down to five questions: who is selling, what exactly am I buying, how will it reach me, what if it is wrong, and am I paying through the platform? Make them a habit and most problems never happen.
Ready to shop with confidence? Browse verified stores and today's deals on Airsoko.
