Frequently Asked Questions

Select a store, browse products, add items to your cart, and proceed to checkout. You'll complete payment using M-Pesa. Your order will be confirmed via email and SMS.

• Choose your county and area for delivery
• Select your preferred delivery method (Pickup or Delivery)
• Enter your M-Pesa number and complete payment

You can track your order in your account dashboard under "My Orders." You'll also receive real-time updates via SMS and email throughout the delivery process.

Order statuses include: Pending → Confirmed → Processing → Shipped → Delivered

You can cancel your order within 24 hours of placing it. Contact support@elorehub.co.ke with your order number or use the cancel option in your order dashboard.

Note: Orders that have already been shipped cannot be cancelled.

If you receive a damaged or incorrect product, contact the seller immediately through the order dashboard. You can also email support@elorehub.co.ke for assistance with returns and refunds.

To start selling, sign up for a seller account, pay the one-time activation fee of KES 4,999, and set up your store. You can then upload products, set prices, and configure delivery zones.

• Complete your store profile with logo and branding
• Add products with descriptions and images
• Set delivery zones and fees
• Start receiving orders and earn 93% of sales

Sellers configure delivery zones and fees in their dashboard. You can set different fees for different areas based on distance and delivery complexity.

Go to Dashboard → Delivery Settings to manage your delivery zones and pricing.

EloreHub charges a simple 7% commission on each successful sale. There are no monthly fees. You only pay the one-time activation fee of KES 4,999 to start your store.

During checkout, enter your M-Pesa registered phone number. You'll receive an STK Push prompt on your phone from Safaricom. Enter your M-Pesa PIN to authorize and complete the payment.

Important: Ensure you have sufficient balance in your M-Pesa account.

If your payment fails, check your M-Pesa balance and try again. Common reasons for failure include:

• Insufficient M-Pesa balance
• Incorrect phone number entered
• Network connectivity issues
• M-Pesa service maintenance

If the issue persists, contact support@elorehub.co.ke

Yes! All M-Pesa transactions are processed through Safaricom's secure payment gateway. EloreHub never stores your financial information. Your M-Pesa PIN is only entered on Safaricom's secure platform.

✅ PCI-DSS compliant
✅ End-to-end encryption
✅ Real-time transaction verification

You can choose county and area in checkout and supply full address details. If you need to change your address after placing an order, contact the seller immediately through your order dashboard or email support@elorehub.co.ke

Two delivery methods are available:

• Store Pickup: Free - Collect your order from the seller's physical store
• Door Delivery: Fee varies by zone - We deliver to your doorstep

The delivery fee is displayed during checkout based on your location.

Click "Forgot Password" on the login page. Enter your email address and we'll send you a password reset link. Follow the instructions to create a new password.

If you don't receive the email, check your spam folder or contact support.

Log in to your account and go to "My Profile" or "Account Settings." You can update your personal information, phone number, and delivery addresses there.

Keeping your information up-to-date ensures smooth delivery and communication.