FAQs
FREQUENTLY ASKED QUESTIONS
General
What products and services does Kentenit.com provide?
Kentenit.com curates the world’s leading high-end fashion and electronic brands for men, women and children all in one place alongside a concierge shopping service. Not only that, but we also have an outlet shop! Through our outlet or ‘Special Buys Category’, we provide selected deals on premium brands. You also have the privilege to send custom orders via our online customer portal or using our soon-to-be-launched free mobile app. Read more about us here.
Do you ship worldwide and to African countries?
Yes
Where are your offices located?
Our registered office is in the heart of London, United Kingdom with warehouse facilities in Hampshire, UK and Illinois, USA. Our warehouse distribution centre in Ghana is in the Ga South district, and the team coordinates all deliveries to your doorstep. We currently operate a strict online model with office/home delivery or click & collect to enable us to pass cost savings to you!
You can now collect your order at the famous celebrity unisex salon, Real Men’s Quarters, in East Legon and Mallam. More collection points will soon be announced. Face to face appointments are available for very large orders at our distribution depo.
Is KENTENit registered and regulated?
Yes, we are registered as a limited company both in the United Kingdom and Ghana. So we are regulated by British and Ghanaian law. We are also required by Law to meet the new General Data Protection Regulation (GDPR) 2016/679.
What are your charges?
It is free to be a member and browse our site using all the cool features. (Price alerts, wish list etc). We rely on our clever algorithm to generate all handling and shipping charges so no one order is the same. There are occasional instances where charges will need to be verified before order confirmation. Charges factor in the number, size and weight of items and if you opt for express (7 days or less) or standard delivery (typically 4-6 weeks, recommended for bulky items).
We may also pass the cost of delivery from partner shops to you but rest assured, Our Customers always know upfront all charges so there are no surprise charges!
Who is a partner shop?
A partner shop is a well known third party retailer based in the USA, UK or Europe. By being in partnership with these carefully selected retailers, we are among the first to know about sales and deals even before they are made public in the UK or US. We usually know about deals at least a week beforehand! This allows us to cherry-pick the best products across men, women, baby and electronics for your attention.
Who can buy from your website?
Guests are free to browse and buy our cherry-picked items directly from retailers using the ‘Buy from retailer ‘button. However, only members (Sign up is FREE) are able to benefit from our help to buy service.
Services
How does it work ?
Shopping on Kentenit.com is as easy as ABC
A. Browse curated products all on one site
B. Pay online or locally via mobile transfer
C. Get items delivered to your door
Check out our ‘How it Works’ page for help videos
What are the benefits of shopping via Kentenit.com?
There are a myriad of benefits if you shop with us! See our About Us page.
Is there a membership fee?
No! Membership is absolutely free and there are no annual fees
Payments
How can I pay for my shopping?
You can pay online using your visa or debit card or use mobile money.
Can I make a payment with a debit or credit card not in my name?
Yes, but it will only be delivered to the billing address of the card. This prevents fraud.
Can I pay for my order after delivery?
No. All payments need to be upfront but we may occasionally arrange a flexible payment plan.
How do I use a promo code?
Enter your promo code just before checkout to apply any discounts. See a helpful video on our How it Works Page.
I cannot pay instantly because I need to pay via mobile money or bank transfer. Is there a time limit?
Yes, payments not received in 24 hours are automatically cancelled.
What currencies are accepted?
Smart Shoppers in Ghana can pay locally in Cedis if preferred. This includes the use of mobile money. We however accept British Pound sterling.
Who is responsible for import duties?
You are responsible for all import duties which may be shown at checkout. The final cost of the item will still be many folds cheaper than buying it locally. That is if you even can buy an authentic one! For Duties Unpaid Express shipments, you will be liable for all duties levied. Payment is required to release orders from customs. Most of our Special Buy products are delivered duty paid. So hustle free! T&Cs Apply
Orders & Shipping
Can I cancel my order if I change my mind?
Yes, you can cancel your order within 2 hours after making a payment. We will process a refund within up to 7 working days less any admin costs (Charges we incur when we process payments)
Can I place an order with a US or UK retailer not featured on Kentenit.com?
Yes. Login into your customer portal and use the custom order function.
How long does it take to get a response from customer service?
We endeavour to respond to all queries immediately. However please allow 24 hours as demand may be very high. Customer service will acknowledge all emails and inform you of waiting times. Queries of an urgent nature or high importance are best NOT sent via social media.
How long will it take to receive my order?
Express deliveries may take 7 days or less and standard deliveries typically 4-8 weeks (recommended for bulky items). Timelines are from the time we receive items from retailers and not when an order is placed. Special Buys category products are dispatched in 24 hours.
I did not receive an order confirmation email, what should I do?
Please check your email spam folder. Email customer service for further assistance if needed.
The delivery date for my item is overdue, who do I contact ?
In the unlikely event that there is a delay to your delivery, we will be the first to contact you. Please email customer service immediately if this is the case.
I have received the wrong item, what should I do?
Check your order confirmation email for the tracking number and send customer services an email immediately.
There is an item missing or damaged from my order, what should I do?
Each delivery includes a packing list. If an item on the list is missing, please email customer service immediately. Do not accept the delivery. Return to the delivery man/woman unless instructed by customer service. Keep all email communications for the record.
Accounts
I cannot login into my account why? What should I do?
If you are a new user, your account may not have been verified. Please check your email to complete the registration process.
My Password is not working. What should I do?
Please reset your password and follow the instructions in your email. Email customer service if this persists. We will be glad to assist you.
NB: We will never call, email or text you to ask for your password!
How do I update my account details and password?
Log into your account and do so via your customer portal /dashboard.
Other
What is your returns and refund policy
We provide returns for damaged or wrong items (if not what you ordered). We will replace or refund the entire cost to you! Yes this includes all duties paid too
Please see our ‘Terms and Conditions’ page for detailed information
How do I return an item?
Please see our ‘Terms and Conditions’ page for detailed information
