Frequently asked questions
Are your products genuine?
Yes — Dr Rashel Kenya is an authorized distributor of Dr Rashel in Kenya (see our certificate), and we sell only genuine Dr Rashel & Estelin products. Every product is 100% authentic and sealed.
What payment methods can I use?
We accept Lipa na M-PESA, Visa & Mastercard, and Cash on Delivery. Checkout is secure.
How long does delivery take?
Nairobi orders often arrive same or next day. Upcountry orders are delivered via Matatu/Bus courier or a rider, typically 1–3 days depending on your location.
Do you offer free shipping?
Yes — free shipping on all orders over KSh 5,000. Below that, delivery costs KSh 350 or less to every county, and you see the exact options and prices at checkout. See Delivery & Shipping.
Can I return a product?
Please see our Refund Policy for full details. Reach us on WhatsApp and we’ll help sort any issue quickly.
How do I earn store credit?
Join our Refer & Earn programme — give friends 10% off their first order and earn 5% store credit when they shop.
How do I track my order?
You’ll receive updates after you order. You can also check status under My Account or message us on WhatsApp.