Frequently Asked Questions

How can I exchange a product?

Our purpose is to make our customers look and feel good. That is why we accept to exchange products for you if done within 30 days after purchase. Carry your original receipt and the product you wish to exchange still in its original packing and present this to the cashier. The product(s) will be verified to confirm that they are in good condition. We however do not accept to exchange products on sale or purchased on special discount and Undergarments wears

Can I exchange products between stores of the same brand?

Yes, an exchange can be done across our various brand stores as long as you have the receipt and product is not tampered with.

Can I return a product and get cash refund?

We aim to sell quality products to you, our customers. Unfortunately we do not give cash refund.

What are Jade collection Limited store timings?

Kindly refer to the store locator on the home page to direct you to each of our store locations and their opening and closing time.

How do I find out when there’s a Jade Collection Limited store sale on?

We would like you to keep shopping with us as we provide you the best deals. You can stay connected and follow us on the Jade Collection Limited social media pages – Facebook, twitter and Instagram- as well as media houses that will keep you posted on all SALES and promotions.

What are your fitting room rules?

We aim to make your shopping experience personal and enjoyable. We provide separate fitting rooms for each gender, total privacy and monitoring of merchandise in the fitting room. We allow a maximum of 4 items in a fitting room. Store management reserves the right of admission.

Where’s my nearest Jade Collection Limited operated store?

You are always welcome to visit any of our stores. Click on Store locator Link and allow us to direct you to our nearest store to you.

How do I report a complaint?

We always want to hear from our customers…

Customer help line: 0800722722.

How can I find out when a product will be in stock?

Contact your nearest store to know whether it is available for purchase.

Can I reserve products in store?

Yes you can. We will reserve your item(s) for 3 days maximum. There’s no cash deposit required for this. We will however, take down your name and contact details to follow up with a phone call regarding your purchase and to notify you when your reservation period is almost over.

Can I buy a Jade Collection Limited voucher as a gift for someone else?

Yes, our gift vouchers make for a perfect gift .We are happy to have you introduce someone else to our Jade Collection Limited brands.

How do I redeem my gift voucher?

Gift vouchers may be presented for redemption at any Jade Collection Limited store and you are at liberty to shop for products worth the value of the gift voucher. Any amount in excess of the gift voucher amount can be settled in cash, MPESA or credit card.

In what denominations are Jade Collection Limited Gift Vouchers available?

We have considered all our customers size of wallet and offer a wide range of gift vouchers- Ksh.250, Ksh.500, Ksh.1, 000, Ksh.2, 500, Ksh.5,000, Ksh.10,000 etc.

What period are gift vouchers valid for?

All gift vouchers purchased are valid for a period of 3 months.

What modes of payment are accepted at Jade Collection Limited stores?

To make your shopping experience easy and hassle free, we accept cash, MPESA, MTUZA,debit cards, credit cards, Jade Collection Limited gift vouchers as a way to settle you bill.

How can I find out about the latest career roles at Jade Collection Limited?

We are always looking for people with the right skills and attitude to join our team. Go to work with us or send your CV to

Can I Shop Online?

We are aware that convenience is important to you. Unfortunately we have not yet provided an online selling platform, but we have heard our customer’s pleas and this initiative is in the pipeline. We shall keep you updated as soon as this service becomes available.