Frequently Asked Questions (FAQs)

Frequently Asked Questions

Is Xiaomi Stores Kenya an official Xiaomi retailer?

Yes. Xiaomi Stores Kenya is an authorized Xiaomi retailer. All our products are 100% genuine, sourced directly from official Xiaomi distributors, and come with valid warranty coverage.

Where are you located?

Nairobi Store: Mithoo Business Centre, 1st Floor, Shop F-78, Moi Avenue, Nairobi — opposite Bazaar House, next to Son-Ford Chips. Contact: +254 710 827 341.
Mombasa Store: Burhani Towers, Mezzanine Floor, Shop M-13, Abdel Nassir Road, Mombasa. Contact: +254 720 312 312.

You can also shop online at www.xiaomistores.co.ke for delivery anywhere in Kenya.

Do you deliver outside Nairobi?

Yes. We offer countrywide delivery through trusted courier partners.
Selected Nairobi areas: approximately 45 minutes to 1 hour.
Upcountry and areas outside Nairobi: approximately 0–1 working day (Monday–Sunday).

What payment methods do you accept?

We accept multiple payment options:

Can I pay on delivery?

Yes. Pay on Delivery is available on eligible orders countrywide. Availability may depend on the order and delivery location.

How long does delivery take?

Selected Nairobi areas: approximately 45 minutes to 1 hour.
Upcountry and areas outside Nairobi: approximately 0–1 working day (Monday–Sunday).

Where courier tracking is available, tracking details will be shared after your order is dispatched.

Do your products come with a warranty?

Yes. Xiaomi products purchased from us come with warranty coverage as applicable to the specific product. Warranty terms and duration may vary by product and should be confirmed from the product warranty information or our Warranty Policy.
Warranty does not cover physical or water damage unless specifically stated otherwise.

How do I return or exchange a product?

Non-defective items or change-of-mind returns may be requested within 30 days of delivery.
Defective, damaged, or incorrect items must be reported within 30 days of delivery.
Returned products must meet the applicable return conditions. Returns are free, with an included return label and no restocking fee; use in-store return, drop-off or post as arranged with support.
Contact our support team at info@xiaomistores.co.ke or call +254 710 827 341 for assistance.
Approved refunds are processed within 7 days after the returned item has been received and inspected.

Are the prices on your website final?

Our prices are regularly updated to reflect market changes and official Xiaomi pricing. However, we always strive to maintain competitive prices across all categories.

Do you offer repair services?

Xiaomi Repair Center Kenya is the authorised repair centre at Bihi Towers, 5th Floor, Moi Avenue, Nairobi. It handles Xiaomi, Redmi and POCO phone repairs. Xiaomi Stores Kenya is the separate retail shop.
Call or WhatsApp the repair desk on 0797 507326, Monday–Saturday, 9:00am–6:00pm. Use our repair enquiry page to share your model and fault, and confirm the quotation and repair terms.

Can I get help choosing the right Xiaomi product?

Absolutely. Our team can help you choose a Xiaomi or Redmi product based on your needs and budget.
Chat with us via WhatsApp on +254 710 827 341 for assistance.

How can I contact customer support?

Nairobi Store: Mithoo Business Centre, 1st Floor, Shop F-78, Moi Avenue — +254 710 827 341
Mombasa Store: Burhani Towers, Mezzanine Floor, Shop M-13, Abdel Nassir Road — +254 720 312 312
Customer Support / WhatsApp: +254 710 827 341
Email: info@xiaomistores.co.ke
Support Hours: Monday–Saturday, 8:30 AM–6:00 PM