Buying on UTU Soko
How do I place an order?
Open any product, tap Add to basket, then open your basket and choose Checkout. Sign in with your email code, add your delivery address and confirm. You can follow the order under My account → Orders.
Do I need an account?
You can browse without one. To order, book a stay or leave a review you sign in with a six-digit code sent to your email — no password needed.
How do discount codes work?
Enter the code at checkout before confirming. The discount is shown in your order total if the code is valid.
Can I ask a seller a question first?
Yes. Every product page and seller storefront shows the seller's contact details and a message option.
Delivery & tracking
Where do you deliver?
Across all 47 Kenyan counties, and to selected destinations abroad. The delivery fee for your area is shown at checkout.
How do I track my order?
Go to My account → Orders and open the order. You will see every status update and any message from the UTU team.
How long does delivery take?
Ready items usually arrive in 1–5 days within Kenya. Made-to-order items show their preparation time on the product page.
Payments
How do I pay?
Right now orders are paid on delivery. Online payments (M-Pesa and cards) are being connected and will appear at checkout once ready.
Is my information safe?
Your account is protected with email codes, and sellers never see more of your details than they need to deliver your order.
Refunds & after-sales
The item arrived damaged or wrong
Send us a message within 48 hours with your order number and a photo. We will arrange a replacement or refund with the seller.
Can I cancel an order?
Yes, while it is still pending. Message the UTU team with your order number and we will cancel it.
Food from Utu Jikoni
Freshly cooked food can't be returned, but if something is wrong with your meal tell us straight away and we will make it right.
Porini stays & excursions
How do I book a stay?
Open Utu Porini, pick your check-in and check-out dates, choose a room and meal plan, and send the booking. Rooms that are full show as Fully booked.
When is my booking confirmed?
The UTU team confirms by phone or email and the status changes in My account. You can add excursions and safaris to the same request.
Selling on UTU Soko
How do I become a seller?
Open your docket in any section or go to Sell on UTU Soko. The UTU team reviews your work, then approves your seller account.
How much does UTU keep?
UTU keeps a commission per section (20% by default) and the creator keeps the rest. Your earnings and payouts show in your seller workspace.
Why is my product pending?
Every new product is checked before it goes live. You'll see Approved or Declined with a note from the team.
Account & sign-in
I didn't receive my code
Check spam or promotions, wait one minute and request a new code. Use only the newest code — older ones stop working.
How do I change my details?
Open My account to update your name, phone and delivery address.
Still need help?
Real people on the UTU team read every message.