Click the account icon at the top right of the website and click create account. Enter the details required and click continue. You’ll receive a confirmation email – click the link to activate your account.
Click “Forgot Password” on the login page. Enter the email address associated with your account and follow the link sent to reset your password.
Log in to your TopCart account, click on the account icon at the top right of the website and go to your account. Once you’re in the account details section, click edit account details and edit the fields you'd like to update. Don’t forget to save changes that you make.
Please contact customer support to request account closure. Your data will be securely handled in line with our Privacy Policy.
Yes! We use encrypted technology to protect your data and comply with all relevant data protection regulations.
Use the search bar or browse by category. Use the filters on the left-hand side of product category pages to help narrow down your search results as well as the “sort by” drop-down menu at the top of product pages to organise products by price, popularity and relevance.
If you can't find what you need, please contact our shopper support team - we are always happy to help you locate it, find alternative products for your specific need or note your request to include in future updates.
Click on the product to view product images, full descriptions, features, specifications, reviews, and delivery options.
Yes! Use the Wishlist feature on the product page that you’d like to save to add it to your Wishlist. You can access your Wishlist by clicking account in the top right of the platform and then clicking view account. Here, you’ll find all your account information including the products added to your Wishlist.
Add products to your cart, head to checkout, fill in your delivery information, choose a payment method, and confirm your order.
TopCart orders can be paid for using Visa, Mastercard, and M-Pesa. Unfortunately, orders can’t be paid for with cash on delivery. For information about this please contact the shopper support team.
Absolutely. All transactions made on TopCart are encrypted, and we never store your payment details. Our dedicated payment gateway, Boresha Pay, also takes additional steps to securely process your payment information. To find out more about how TopCart processes your confidential information please contact the shopper support team.
If you placed an order by accident, ordered any incorrect products or ordered the wrong quantity of products, please contact the shopper support team immediately, so that we can help you resolve any issues with your order promptly.
Any accidental order issues reported to TopCart after products have been delivered will have to be processed as a return. You can find out more about how to do this in the Returns section of the Help Topics.
Once you confirm your delivery and payment details for an order, the page will refresh with a confirmation message indicating that your order has been placed. You'll also receive a confirmation email to your registered email address which will include all your order details.
Yes. TopCart allows shoppers to check out their orders as a guest if they do not want to create an account. You will still need to provide us with your email address and contact number to help us fulfil your order.
However, we encourage all our shoppers to create an account with us as this will make it easier to manage your orders, initiate and track your returns and assist our customer support team in helping you with any issues as efficiently as possible.
Unfortunately, once an order is placed, items cannot be added. You’ll need to place a new order.
TopCart currently only delivers within Nairobi, Kenya. We will inform you when this changes.
Next day: This is only available for specific products when orders are placed before 5pm Monday – Friday. Orders placed after 5pm are processed the following day and delivery will be made the day after that. Orders placed on the weekend or on public holidays will be processed during the next working day and delivery will be made the following day.
Within 72 hours: Some products do not qualify for next day delivery can only be delivered within 72 hours and this will be clearly marked in the product description.
For Carts that contain a mix of products where some qualify for next day delivery and others don’t, you can choose whether to receive the entire order in one delivery, which would be within 72 hours, or you can split the delivery so that the products that qualify for next day delivery are delivered first, and the remaining products are delivered within 72 hours in a separate delivery.
Information on delivery charges are shown at checkout based on your delivery address, the products in your cart and the delivery scheduled.
If you have a TopCart account, you can track the status of your order by going to the order section of your account. Unfortunately, guest orders cannot currently be tracked.
If your package is delayed, we will notify you via email and share updated delivery timelines so that you’re aware. For lost packages, we will get in touch with you to schedule a new delivery for the product or organise a refund.
For any concerns with delayed or lost packages please contact our shopper support team.
TopCart requires packages to be signed for upon delivery. When our delivery partner reaches your address, they will contact you. You may reschedule or authorize someone to receive it.
To pre-authorise someone to receive your package on your behalf, please provide their details when entering your delivery details during checkout. This will help us make sure that the product is reaching the right person and give you peace of mind.
Not currently. All orders are delivered to the address provided during checkout.
TopCart accepts returns within 7 days of delivery for most items. Products must be unused, in original packaging, and meet one of the following conditions:
We cover return shipping for faulty or incorrect items. For change-of-mind returns, a small return logistics fee is deducted from your refund.
Some items like health & hygiene products, perishables, and custom items are non- returnable unless faulty.
Refunds are processed within 14 business days once your return is approved and received.
For more details, please see our full Returns & Refunds Policy.
Log in to your TopCart account. Go to order history, select the relevant product and click Request Return. Follow the steps to submit a return request.
Return requests are reviewed within 48 hours of being submitted. Once approved, we arrange a collection of the products that you wish to return. Once the returned product(s) arrive at our warehouse, an outcome of the return will be provided to you within 48 hours following internal inspection.
Refunds for approved returns are issues within 14 days of the approval the payment method used to place the order. You will also have the option to receive the refund as a credit to your TopCart account, which is processed faster and can be redeemed against future purchases.
If your return request is not approved or you have any other concerns, please contact our shopper support team.
We currently accept payments in Kenyan Shillings (KES) only.
Payment may sometimes be declined for several reasons, including insufficient funds, card restrictions, or network errors. If none of these issues apply to your situation, please contact our shopper support team who can assist you further.
Invoices are emailed to you upon order confirmation and can be found by clicking on the relevant product in your account’s order history section.
For any payment issues, please contact our customer support team who will help you resolve this as soon as possible.
You can get in touch with us by filling in the contact form below with your queries, or by emailing us at support@topcart.co.ke We will notify you once our Shopper Support phone number is active.
We’re available to help you anytime between 9am – 5.30pm (Monday – Friday) and 9am – 1pm (Saturday). For any support that’s required outside of these hours please email us or fill in the contact form below and we will respond to you as soon as possible.
TopCart uses secure servers, transaction encryption through our dedicated payment gateway, and maintains strict compliance with all applicable data protection and privacy laws to ensure that you can shop stress-free.
If you suspect fraudulent behaviour on your account, please change your password immediately and contact our shopper support team for further assistance.
TopCart doesn’t currently offer gift cards.
Promotions and discounts are communicated regularly via email to all TopCart account holders. To ensure you don’t miss out, sign up to TopCart and check your emails regularly for any ongoing promotions and discounts.
Only one voucher or discount code may be applied per order.
