Frequently Asked Questions

Below are some of the most asked questions by our users and the various responses

How does it Work?

Customers can shop on Atana for items such as electronics, smartphones, beauty products, clothes and everything else you’ll find in a typical supermarket. When customers add items to their order basket, they proceed to do the payment. The website is user-friendly and the service is interactive; we keep customers updated at every stage of the processing of their order.

Will You Deliver To My Area?

We currently serve the following areas mainly Samburu, Mariakani, Kinango, Lungalunga, Msambweni, Kombani, Kaloleni, Bamba, Kilifi, Malindi, Mwatate, Werugha, Mbale, Rukanga, Kitui, Mutomo, Kibwezi, Mwingi, Kyuso, and Matuu. If your preferred delivery address is not within our current coverage area, you may provide an alternative delivery address that is centrally located (perhaps your office or the home of a relative or friend that you visit frequently).

How Do I Pay For My Order?

We currently accept only M-PESA mobile money payment. Other mobile money payment options and a debit/credit card payment option will soon become available for customers on the site. We currently do not offer any payment on delivery options.

Do Item Images Reflect Exactly What I Will Receive?

While most items show actual images of what will be delivered, some images may differ slightly from what is displayed on the website. This may occur for a variety of reasons including but not limited to a new/temporary packaging design by the manufacturer, promotional items, same content but a different version of an item (e.g. different editions of books or varied book cover design depending on the country of print). Some images may also be for illustration purposes only and may not exactly reflect the color, size, and shape of the actual item.

What If An Item Is Unavailable?

We go to great lengths to ensure we always find all items in your order. This often necessitates us checking as many as 6 outlets before concluding your order. If after checking multiple outlets, the item is still unavailable; our well-trained staff will contact you to offer suitable replacements. You are not obliged to accept the replacements and we will only purchase them after receiving a go-ahead from you.

What Do You Consider 'A Suitable Replacement'?

A different brand of a similar quality item OR items with similar function to what you ordered.

Do I Pay For Delivery If Items Are Unavailable?

While we make every effort to display an accurate list of items that are in stock at the stores we own, these stores are ultimately responsible for maintaining their inventory levels. In the normal course of a business day, the stores may occasionally run out of some items. You will not be obliged to pay for any unavailable item. If you are not satisfied with the replacement suggested to you by our staff, we will refund the monetary value of the item to you.

What about Refunds?

If an item you ordered is unavailable, we will continue to check for the item until it is back in stock. If, after our checks, the item remains out of stock, any credit due to you will be returned to you. We do not process refunds to bank accounts.
In instances where your address is not within our delivery coverage locations or we later receive a payment which did not reflect in our account at the time you made it, we may process a refund to your account after deducting relevant bank charges.

Can I Return Items?

If we deliver an incorrect or damaged item (damage that has been caused by us), we will happily replace the item at no additional cost to you. For us to replace such items, customers will need to notify the delivery driver of their observation at the point of delivery. Once customers have taken delivery of their order and signed confirming this, they take ownership of the items and Atana will be unable to accept any returns.

Can I Cancel My Order?

When we receive customer orders, we begin processing them immediately. Our outlets have a no-return policy so, we in turn, are unable to accept any items customers purchase from us. Thus, once an order has been placed and paid for, Atana is unable to accept a cancellation of the order. Neither is Atana able to process a refund. This, however, does not affect customers’ rights to a refund in the event that an ordered item is unavailable.

How Can I Contact You?

We are always happy to hear from you. If your question has not been covered in our FAQ page, please contact us at [email protected] and we will respond immediately.

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