FAQs - Greenspoon | Online Groceries Kenya, Same Day Delivery

Download our app on iOS or Android

Header - FAQs page (1)

Kenya’s freshest, healthiest online supermarket, with same-day delivery, 365 days a year! We have the best selection of groceries, meat, pantry, wine, cleaning products and so much more at great prices, with the friendliest delivery team. Pay by Mpesa or Card and select GreenspoonGo for delivery in under 2 hours!

Use our mobile app or our website to start shopping. Navigate to the different product categories using the menu at the top of the page. Don’t forget to check items that are on our sale page, organic page or new. The search bar at the top of the page is a perfect way to find products. You can pay using M-PESA or Credit Card (if there is an issue, do let us know). Happy shopping!

Click the login/register section (top right on both our mobile app and website). Enter your email and password and click register. You’ll get an email to confirm your account registration.

At checkout, please select the GreenspoonGo delivery option, and get your order in under 2 hours for only Kshs 200.

We make your life healthier, tastier, and more convenient. Greenspoon is all about fresh, delicious, and organic products for everyday life. ++ We have a positive impact on the planet too! We promise:

 

    • Food safety – our products are free from antibiotics, banned pesticides, aflatoxin and other harmful elements, therefore safer for you
    • Quality – we prioritize products that meet the highest standards of sourcing, production, packaging and delivery
    • Animal welfare – all animal products listed on our platform have been sourced with the highest degree of ethical standards
    • Social responsibility – we have a net positive impact on society, with fair pay & terms for our employees and suppliers. In addition, we only work with ethically sound businesses
    • Sustainability – it is one of our core values to ensure that our products do not harm the environment, and some of our products even have a net positive impact on the planet! 

We love to say “all the yum, zero run” because we bring your shopping right to your doorstep, saving you time and effort. If you’re in a real rush, select GreenspoonGo which will be with you in under 2 hours!

 

  • Orders less than KES 2,000 – you are welcome to collect from our warehouse in Regen, Kikuyu
  • Orders between KES 2,000 and KES 5,000:
    • KES 50 within Nairobi County
    • KES 500 outside Nairobi but within the larger Nairobi Metropolitan area
  • Orders above 5000/- within Nairobi, FREE delivery!
  • For GreenspoonGo we charge KES 200 – within Nairobi County only
  • Orders outside Nairobi we charge KES 1000 via Wells Fargo courier
  • Organic Choices – we source organic wherever possible, to give you safer, healthier options
  • Premium Wines – we curate a collection of exquisite wines to savor
  • Fresh Cuts of Fish & Meat – our fish and meat is the finest, none of it is battery or industrially farmed or caught, and you can taste the difference
  • Artisanal freshly baked goods – with us, you’ll get freshly baked artisanal bread and baguettes straight from the bakery
  • Hassle-Free Delivery – we’ve done the math and doing your shopping online gets you 5 days a year extra to enjoy! It’s convenient, quick, and easy.
  • Friendly Customer Support – we have a no-quibble returns policy, and our drivers are the most respectful and friendliest in the city. Our warm and helpful customer support team is ready to assist you with any inquiries.

We’d love that! Please use the code honestlydelicious for KES 500 discount on your first shop!

Please put this in the order notes when you check out, we try our best to adhere to your request. To be sure, it is wise to contact us through WhatsApp to check the delivery timeline!
The Quick Shop (list icon in right top corner) has a list of all the items you have ever purchased – this makes it easy to do your weekly shop and also helps in not forgetting anything!
You can order up to 5 days ahead! Please contact our Customer Experience team to pre-order for a longer period beforehand.
Please try once more – or contact our team through WhatsApp: they can place your order for you!
For most products we only sell what we have in stock – if you have any requests that go beyond what we have stocked, please contact our Customer Experience team and we will arrange for your order to be fulfilled.
Check out the “Back in Stock” section on our website for items that have just come back into the warehouse and are ready to be dispatched to you. You can also ask our Customer Experience team to let you know.
  • At times we have many people on the site at the same time. So it could be that somebody else checked out between the time you added to cart and checked out. However it could also be the case that you have an order that was not completed and that has reserved stock.

  • To resolve this, you can go to your Account > Order History to see any orders that are still open. From there you can pay or cancel the order, so the reserved stock is released.

Yes you can! When you checkout – select: this is a gift and you can write a gift message. The receiver will get a handwritten postcard with your message.
This is unfortunately something that happens with some international credit cards. It is something that is there to protect you from fraud. Sometimes banks consider transactions in countries like Kenya suspicious. You can contact us to get a payment link to complete the payment. Also, you can contact your bank with the payment error so they can disable the security protection.
  • If you select GreenspoonGo, you’ll get your order within 3 hours.

  • If you place your order before 12pm, you will receive your order the same day (before 7pm)  if you reside in Nairobi and the next day outside Nairobi. In your email you will receive a tracking link from which you can follow and contact the driver.

  • If you place your order after 12pm and select standard delivery, it will be delivered to you the next day before 3pm. 

  • We work every day of the year! 

Yes. We deliver the same day in Nairobi and the next day (almost) everywhere in Kenya via Fargo courier. Some destinations in Kenya have a longer processing time, for example Turkana and Lamu.
Yes, we deliver nationwide! We use Fargo Courier to deliver outside Nairobi, so anywhere they have a depot, we deliver.
Select the county and location where you are. Fargo will ship the order overnight to the nearest post station and will give you the option to collect or deliver the order.
Once your order has been shipped out, you will get an SMS alert and an email notifying you your order is on the way to you and at what time you can expect our drivers to deliver. If the order is On The Way, you will also receive a tracking link through email where you can see the live location of the Driver.
  • We only sell products which we believe are honestly good for you, society and the planet. We pre-select suppliers and products based on:

    • Quality – we love it when products follow small-scale artisanal production methods to ensure the best taste, quality and structure

    • Food safety – our products should be safe to consume and should be free from antibiotics, unapproved pesticides, aflatoxin and other harmful elements

    • Sustainability – our products should be produced with tomorrow in mind

    • Animal welfare – the meat we sell should be cruelty free

    • Ethical standards – the companies we work with should have high ethical standards and not be involved in corruption or power abuse

  • Organic food is the product of a farming system which avoids the use of man-made fertilizers, pesticides, growth regulators and livestock feed additives. This means that there will not be harmful chemicals on your product and the product is very safe for consumption. Because the food grows naturally, it keeps more flavour and has more nutrients. We have a selection of Organic products that you can find on this page.

No they are not. At this moment the market for pure organic products is too small for many suppliers to focus on organic. If you join the Greenspoon movement you will support suppliers to move to more organic farming.
Because all of our meat is free range, it not only tastes much better, it is packed with way more nutrients than any kind of intensively farmed meat products. When an animal is raised outside, it not only enjoys a better quality of life, it is also able to access a significant portion of its diet from the natural environment, which means grasses as well as foraging for insects and bugs. This adds to the nutritional value of its meat. We are all encouraged to eat a little less meat to mitigate our impact on climate change, so when you do eat meat, make it the best possible quality – not just for you, but for the planet.
  • Pasture raised means the animal has been raised outdoors, on pasture, where it is free to roam around and consume grasses and bugs. It means that a sizeable portion of their diet comes from the outdoors. Pasture raised animals have access to drinking water and shade throughout the day, and live a relatively natural life outdoors in pasture. 

  • Pasture-raised chickens, ducks and pigs are usually fed grains at the end of the day, in addition to the pasture they consume.

  • Beef is typically only raised on grass, no grains are given at all.

  • Lambs are typically supplemented with legumes and some grain.

  • Pasture-raised animals have a healthier life, so they naturally need less medication than animals that are raised in cramped conditions where disease can spread quickly and their immune systems are compromised by the lack of decent living conditions.  

Regenerative farming uses practices and methods that reverse climate change by rebuilding organic soil matter, and restoring degraded soil – this results in carbon drawdown, and improves the water cycle. The amazing thing about regenerative farming is that it not only does no harm to the environment, it actually improves it by using technologies that regenerate and revitalize the soil. It is dynamic and holistic, incorporating permaculture and organic practices, and in the case of our regenerative chicken, uses mobile shelters which are moved daily to restore and regenerate the soil. We believe if you are eating meat, you should be eating regeneratively raised meat.
Yes. We work with our suppliers who bake fresh bread and other pastries every morning! We collect bread from the bakers first thing in the morning, and then deliver to you on the same day within Nairobi.
We typically ship semi-ripe fruits and vegetables. This is better for transport and it makes sure that the product can stay for a while when it reaches your home!
Producers are obliged to put an “expiry date” on a product. This date should be seen as a best-before date, because the product is often still safely consumable and of good quality after the expiration date. This holds especially for canned products and frozen products. With our Too Good To Go page, we give you an opportunity to snap these products up at a good discount while also reducing food waste!
Yes, please do and we can recycle!
Yes, absolutely. Please give them a rinse or wash and we will send them back to the producers to be reused. Even better, with many of our glass returns we actually credit your account with funds!
We can try everything we can – please include it in your order notes!
For comparable products we look at prices and adjust them downwards when we find that other retailers are selling them at a lower price. Please let us know if you do find a place where you can find the product at a lower price.
On the check out page, click on Apply Funds or Coupon.
  • Once the funds have been credited into your funds account you will get an email notification.

  • Log in to the website, and in the top right corner where the customer name appears, select the drop down. You will see a list of options with refunds and funds details > navigate to this to see your records. 

Yes, on occasion! Give us a WhatsApp or call on 0727444777 and tell us what you need to order.

Delivery FAQs

No, we do not have a minimum order value; however, home delivery is available from 2000/-. Anything less, you are welcome to click and collect from our collection points.
  • For orders between 2000/- to 5000/- within Nairobi,we charge a delivery fee of Ksh 50 within Nairobi, 500 KES within reach of Nairobi.

  • For orders above 5000/- within Nairobi, delivery is free.

  • For orders outside Nairobi we charge a KES 1000 /- via Wells Fargo courier. This is for the cost of the polystyrene boxes as well as the transport.

  • We deliver via Wells Fargo courier country-wide.

  • We have all cold/frozen items well packed in airtight, insulated boxes with ice packs, keeping the product cool for at least 48 hours.

  • To receive your order between 11-15 hours, place the order before 10pm.

  • To receive an order between 15-19 hours ,place the order before 12pm.

  • We can often deliver faster using GreenspoonGo option which enables you to receive the order under 3hrs from when you place it.

Yes! You can collect your order from our warehouse in Regen when you choose the click & collect option at checkout.

Other FAQs

Yes we are – we certified in 2022 with a score of 83.5.

Kindly share an email with a brief of your products to our Products Team via tale@greenspoon.co.ke.

You can always contact:

  • Juliet Kennedy – juliet@greenspoon.co.ke zero seven two four four two one four zero nine https://www.linkedin.com/in/julietaggmanning/
  • Alexander Osinga – alexander@greenspoon.co.ke zero seven five eight seven two four one seven zero https://www.linkedin.com/in/aosinga/
You can contact Elijah Karanja – elijah@greenspoon.co.ke zero seven zero two five seven seven one eight three

Greenspoon is privately owned by the directors Juliet & Alexander and a consortium of investors from The Netherlands. They have also invested in Bio Food Products and Highlands Mineral Water Company in Kenya. Greenspoon is a 100% separate entity. Read more here: https://greenspoon.co.ke/greenspoon-ltd-secures-growth-capital-for-rapid-expansion/

At the moment we are not, but you can always get in touch with alexander@greenspoon.co.ke for investment opportunities.

It is best if you share your resume, and a good introduction to hr@greenspoon.co.ke. Follow our LinkedIn page for the latest news and vacancies https://www.linkedin.com/company/33207052

© Copyright 2024 Greenspoon | Privacy Policy | Terms and Conditions

0
Order before 10pm and get it delivered next day before 3pm. Order before noon and get it delivered today. Order GreenspoonGo for delivery within 3 hours between 8am and 7pm! Minimum of KShs 2,000 for delivery.
Welcome Guest! Waving Emoji Register with Greenspoon to save your cart, save products for later, view order history & more! Register Already a customer? Sign in
Your Cart is empty!

It looks like you haven't added any items to your cart yet.

Browse Products