M-Tolori

FAQs – Frequently Asked Questions

GENERAL

1. Is there a web version of M~Tolori?

Yes. You can also access our platform via https://mtolori.com/.

2. How do I create an account on M~Tolori?

Download the app on Play Store and tap on "Register." Under “Personal Account”, provide your basic details such as name, phone number, email, and create a password.
3. I forgot my password. What should I do?

Tap “Forgot Password” on the login screen and follow the prompts to reset it via your registered email or phone number.

4. How do I place an order?

Browse products, add your desired items to the cart, then proceed to checkout and choose your delivery location and make payments.
5. What makes shopping on M~Tolori unique?

M~Tolori offers you a rich shopping experience. Our platform gives you the freedom to compare offers and product prices between merchants in the platform.

You may also access products outside your locality from other merchants on M~Tolori helping you to settle for the best fit.

6. What payment methods are accepted?

We only accept Mobile money payment (M-PESA).

7. Where does M~Tolori deliver?

We currently deliver to major towns and cities. You can check availability during checkout by entering your delivery location.
8. How long does delivery take?

Delivery is made immediately after packaging and a dispatch notification is made to the customer. Delivery is made within the shortest time possible depending on your location, road conditions, and weather.

NB: Orders made on Sunday are delivered on Monday.
9. How do I track my order?

You will receive real-time SMS notifications updating you on your order status and the rider’s location while your order is in transit.

10. What is the return policy?

A return is only viable if it meets all the conditions outlined in our Return Policy.
11. How do I request a refund?

Refunds will only be processed if the return conditions are met and verified.

Notifications for approved or declined returns will be made within 24 hours upon receipt.

Approved refunds will be issued within 24 hours and credited using the customer’s original payment method.

12. How do I contact customer support?

You can reach us via the in-app chat, email at support@m-tolori.com, or call our hotline at +254700298861.
13. What are your customer service hours?

We are available Monday to Saturday, between 8.00 A.M and 6.30 P.M.

Customer support outside working hours is available 24hrs on our website’s chat-bot.

14. How can I share feedback or a compliment about my experience?

We’d love to hear your positive experiences! You can share compliments through the in-app feedback form or by emailing us at feedback@m-tolori.com.
15. What should I do if I have a complaint?

If you’re not satisfied with a product or service, please contact our support team via the in-app chat, email us at support@m-tolori.com, or call our customer care line at +254700298861. We’ll do our best to resolve the issue promptly.
16. How long does it take to resolve a complaint?

We aim to resolve most complaints within 24–48 hours. For more complex issues, it may take a little longer, but we’ll keep you updated every step of the way.