How can we help?

We accept a variety of secure payment methods:

• Mobile Money: M-Pesa and Airtel Money.
• Cards: Visa and Mastercard.
• ThriftEd Vouchers: Enter your voucher code at checkout to apply your discount.

Extremely secure. We use bank-grade encryption and secure servers to protect your data. More importantly, ThriftEd uses a Secure Escrow System. When you pay, your money is safely held by us and released to the seller only 4 hours after you successfully collect your package from your agent. You are 100% protected from scams. Regular monitoring and auditing are also performed to maintain a secure environment for transactions.

If your payment is declined, you can check the following to resolve the issue:

For M-Pesa / Airtel Money:

• Check if you have sufficient funds (including transaction fees).
• Ensure your phone is unlocked and ready to receive the STK PIN prompt.
• If the prompt doesn't appear, restart your phone or try switching your internet from Wi-Fi to mobile data.

For Cards:

• Double-check your card number, expiry date, and CVV.
• Ensure your bank account has sufficient funds or hasn't hit a daily online spending limit.

If everything looks right but it still fails, take a screenshot of the error message and call our Customer Support team immediately at 0723 352 636.

If a system glitch causes a double charge, your money is safe. Contact us at 0723 352 636 or email support with the following details:

• The phone number/email used to place the order.
• The order number.
• The M-Pesa transaction codes (or bank statement screenshot) for both charges.

Once verified, we will process your refund immediately.

• Go to your Account Dashboard and click “Orders.”
• Find your order; if payment was successful, the status will show as “Confirmed.”
• You will also instantly receive a confirmation SMS and email. If your money was deducted but the status doesn't say “Confirmed,” reach out to us at 0723 352 636.

Most payments on ThriftEd are processed immediately when completed. However, processing times may vary by payment method. To ensure your payment is processed quickly, we recommend double-checking all information before completing checkout. If you are experiencing an issue with your payment, please contact our customer service team at 0723 352 636 for assistance.

Before Shipping: Yes. If the vendor has not yet dispatched the item to the agent, you can cancel the order directly from your dashboard for an instant refund to your wallet.

After Delivery: Because we hold your money in escrow, if the item arrives torn/damaged, or is completely wrong, you have 4 hours from collection to flag it to pause the payment and initiate a return/refund review.

Because items on ThriftEd are unique, pre-loved, and priced for cost-efficiency, we do not accept returns for change of mind or wrong sizing.

You can only request a return if:

• The item is fundamentally damaged, torn, or stained in a way that was not disclosed or pictured by the seller in the original listing.
• You received the wrong item entirely.

To be eligible, you must initiate the return on your dashboard within 24 hours of collecting your package. The item must remain unworn and in the exact condition you received it. Certain categories, such as swimwear, underwear, lingerie, earrings, cosmetics, and fragrances, are strictly non-returnable due to hygiene and customer safety.

No, doorstep pickup is not available. You are required to drop off your return package in person at your selected agent.

If your item arrives incorrect or damaged, follow these steps immediately:

• Step 1: Log into your account and go to “Orders.”
• Step 2: Click on the specific order containing the item you wish to return.
• Step 3: Select the item, choose your reason for return, and upload clear photos/videos of the undisclosed defect.
• Step 4: Select the agent where you will drop off the return.
• Step 5: Review your details and submit the request.

Once your return request is submitted, you must drop the package off at your designated agent within 24 hours. If you fail to drop the item off within this 24-hour window, the return request will be automatically cancelled by the system, and the sale will be final.

If you receive a damaged or defective item, you can initiate a return by going to “Orders” in your ThriftEd account and creating a return immediately or within 4 hours. ThriftEd will process a refund for the item once it is returned and the claim is confirmed.

Once you drop off the item, it typically takes 6 to 10 business days to route through the warehouse and be reviewed by the ThriftEd Quality Check Team. Once approved, refunds are credited directly back to your original payment method.

Refunds will be credited to your original payment method, depending on the payment method used at the time of purchase.

A return request is declined if our Quality Check Team determines that the item matches the seller's description, has been worn, or was altered/damaged after you collected it. If declined, the item will be sent back to our central warehouse. Unclaimed items will be held in our warehouse for 14 days. If you do not claim or arrange collection for the item within 14 days, it will be forfeited to ThriftEd, and no refund will be issued.

If you receive an error message stating that your item cannot be returned, it's likely due to ThriftEd's customer safety and protection policy. Certain items, such as swimwear, underwear, lingerie, earrings, cosmetics, and fragrances, cannot be returned except in the case of receiving an incorrect, defective, or damaged item.

No. All items listed on ThriftEd are pre-loved, one-of-a-kind pieces and come with no warranty.

We do not offer exchange options because items are sold by independent, individual vendors. Incorrect or damaged items must follow the standard return-for-refund protocol.

We apologise for the inconvenience. All refunds are processed to reflect the original amount paid for the order. If you believe the amount you received is incorrect, please reach out to us on +254723352636 from Monday to Friday (including public holidays) between 9 am and 6 pm.

Yes. If you receive a damaged, defective, or incorrect item and your return is approved, your total refund amount will include both the item cost, the original delivery fees, and any return fees.

You can keep track of your return status through email.

Yes, you will pay the standard return drop-off fee at the agent. However, if your return is approved by our Quality Check Team, this fee will be fully refunded.

If you wish to cancel your return request, simply contact us at +254723352636 or do not drop off the item with your agent within the mandatory 24-hour window. The transaction will close automatically.

ThriftEd is Kenya's ultimate online marketplace, built specifically for thrift shops and individual sellers to reach thousands of buyers seeking affordable, pre-loved fashion.

• Register as a vendor on the ThriftEd website.
• Complete our quick security verification by uploading a photo of your National ID and linking a verified M-Pesa number (names must match to prevent fraud).
• Snap clear photos of your items, set your prices, and start selling immediately!

You can sell any high-quality, pre-loved, or vintage fashion items, including clothing, shoes, and accessories. Brand-new or deadstock items are also welcome, provided they fit the affordable pricing structure of the platform.

Yes, listing and selling on ThriftEd is 100% FREE. Unlike other platforms, we do not charge sellers listing fees or sales commissions. You keep 100% of your asking price. The platform is supported by a small protection fee paid by the buyer at checkout.

ThriftEd supports a variety of payment options, including M-Pesa, Airtel Money, and Card payments.

To list your products on ThriftEd, you need to create a seller account, complete the new seller training, provide product details, and upload product images.

To protect our vendors from fraudulent buyers, we do not accept returns for change of mind or wrong sizing. Returns are permitted only if a buyer proves that an item arrived damaged or incorrect. In the rare event of an approved dispute, the item is routed back to your designated agent, and the return shipping cost is deducted from your wallet.

ThriftEd provides a variety of support services to its sellers, including training, account management, and marketing support.

ThriftEd handles all shipping and delivery to customers for all products sold on the platform.

To ensure absolute trust in the marketplace, ThriftEd utilises a secure Payment Escrow System.

• When a buyer pays, the funds are safely secured by the platform.
• Earnings are released directly to your ThriftEd Vendor Wallet 24 to 48 hours after the buyer successfully collects the package from their agent.
• You can withdraw your earnings instantly from your wallet directly to your M-Pesa or bank account at any time.