FAQ
Frequently asked questions
Short answers to the questions we hear most.
Where do you deliver?
Nationwide in Kenya, and major urban centres in Uganda and Tanzania. Delivery fees and timelines are shown at checkout.
How do I pay?
We accept M-Pesa (STK Push and Paybill), card payments via Paystack, and bank transfer for approved corporate accounts. All charges are in KSh.
Can I track my order?
Yes — once dispatched you receive a tracking link by email and SMS. You can also track from your account under Orders.
What is your return policy?
Most items can be returned within 7 days of delivery in unused, resalable condition. Personal-care and pharmacy items are non-returnable for hygiene reasons unless faulty. See the Return & Refund Policy for full details.
Are your products authentic?
Every product is sourced from verified distributors and manufacturers. Byte Collection devices include serial verification and manufacturer warranties.
Do I need an account to shop?
You browse without an account, but checkout requires an account so you can track orders, save addresses, and manage returns.
Do I need a prescription for Afya items?
Prescription-only items require a valid prescription from a licensed practitioner registered in Kenya. Our pharmacist team verifies before dispatch.
Can I buy Noir vape products?
Noir vape products are sold only to customers aged 18 and above with valid ID. Age verification is required at checkout and on delivery.
Do you issue eTIMS-compliant invoices?
Yes — eTIMS invoices are issued for qualifying transactions in Kenya.
How do I contact support?
Live chat is the fastest option. You can also email hello@picassocare.co.ke or call +254 (0) 700 000 000, Mon–Sat 09:00–18:00 EAT.