Frequently
Asked Questions
Quick answers to the questions we get the most
Orders & Checkout
Can I checkout without creating an account?
Yes, guest checkout is available. Creating an account unlocks order history, faster checkout and rewards points.
I used guest checkout, can I still get rewards points?
Yes. If you register an account using the same email or mobile number within 30 days of the guest purchase, we will credit the points for that purchase to your account.
How do I change or cancel an order?
Contact support@jogabonitohaus.com immediately. If the order has not yet been dispatched, we will try to cancel or amend it. Once dispatched, cancellations may not be possible.
Payments
What payment methods do you accept?
M-Pesa, Airtel Money, and major debit/credit cards (Visa, Mastercard). All payments are processed via secure, PCI compliant providers. JBH does not store full card details.
I paid but my order still shows as unpaid. What now?
Payments can take a few minutes to confirm. If your payment hasn’t cleared after 30 minutes, contact support@jogabonitohaus.com with your transaction reference.
Shipping & Delivery
How long does delivery take?
Typical delivery times (Kenya): Mombasa: 1–2 business days; Nairobi and major towns: 1–3 business days; Remote counties: 3–7 business days. These are estimates and exclude processing time (1–3 business days).
How can I track my order?
You’ll receive a dispatch email/SMS with tracking details once your order leaves our warehouse. If you don’t receive tracking info within 48 hours of dispatch, email support@jogabonitohaus.com
Returns & Refunds
What is your returns policy?
JBH operates a final sale model. Returns are accepted only for: faulty items, items damaged in transit, or items sent in error. Report issues within 48 hours of delivery to support@jogabonitohaus.com with photos and your order number.
What about size exchanges?
Exchanges for size are handled on a case-by-case basis and depend on stock availability. Contact support promptly after delivery.
Products & Authenticity
Are JBH products authentic club merchandise?
JBH supplies high-quality, authentic-looking jerseys and fan wear. Some items are licensed, others are curated replicas and reissues. Product pages state whether an item is licensed or a curated replica.
Do you provide custom printing (names/numbers)?
Yes, certain jerseys can be customised. Custom items are non-returnable unless faulty. Check the product page for customisation options.
Account & Rewards
How do I earn Haus points?
Points are earned on qualifying purchases when you are logged in. See our Rewards page for rates and redemption rules.
What happens to points if I return an item?
Points awarded for returned items will be revoked. If you already redeemed points for a discount and return the purchase, JBH may deduct the value from your refund.
Partnerships
I’m a retailer or club, can I order in bulk?
Yes. Email partnerships@jogabonitohaus.com with details (items, quantities, delivery location) and we’ll respond with pricing and lead times.
Other Help
How can I contact support?
Email support@jogabonitohaus.com or use the contact form on the site. Business hours: Mon – Sat, 11:00–20:00 EAT.
Still have questions?
If your question isn't listed, email support@jogabonitohaus.com with your order number and we'll respond within 48 business hours.