Support
How can we help?
Duka support answers by email, usually the same working day. Tell us your shop name, and an order number if it's about an order.
Email Duka support
For sellers, shoppers and riders. Include the email or phone number on your account so we can find it quickly.
Bought from a Duka shop?
Each shop is run by its own seller. For questions about an order, start with the shop through the chat on its website. If you can't reach them, email us.
Selling on Duka?
Run your shop from the web dashboard or the Duka Seller app on your phone. Both use the same email and password.
Seller questions
Policies
I can't sign in. What do I do?
Check you're using the email address your store was opened with. If you've forgotten your password, email [email protected] from that address and we'll help you back in.
When do I get paid?
Your share of an order becomes available two days after it's delivered, unless there's an open return or case. Withdraw to your verified M-Pesa number any time, or set daily, weekly or monthly payouts.
Why do I need to verify my identity?
To protect your money and your customers, we check who you are before your first payout. Add photos of your ID and a selfie holding it under Settings › Verification, and we'll review them.
How do I change my payout number?
Owners change it in payout settings, with a code sent by SMS to the new number. For your safety, withdrawals pause for 48 hours after a change.
How do I delete my account?
In the Duka Seller app go to Settings › Account › Delete account, or email [email protected] from the address on your account. If you're the last owner, this closes your store, so withdraw your balance and finish open orders first. We keep order, payment and tax records as long as the law requires.