City Walk is Kenya’s trusted footwear and lifestyle brand.
We’ve blended style, comfort, and quality for over 30 years — where every step tells your story.
NOW WE BUILD THE FUTURE
In 1991, a Mr. Ali shared one vision — to bring quality, stylish footwear closer to everyday people, helping them step forward with confidence.
What started as a single shop grew into Kenya’s trusted footwear and lifestyle brand, known for blending comfort, durability, and timeless style.
Three decades later, City Walk continues to honor its roots, offering collections that unite the classic & the contemporary, keeping every step stylish — walking with style never goes out of fashion.
Your Walk, Our Answers
Have questions about our shoes, stores, or shopping experience? We’ve got you covered! From sizing and shipping to returns and rewards, this is your go-to guide for all things City Walk.
Whether you’re shopping online or stepping into one of our branches, here’s everything you need to know to walk with confidence, comfort, and style.
City Walk is a Kenyan-retailer specializing in footwear, bags, accessories and apparel. Founded in 1991, it has grown to multiple branches across Kenya and also offers shopping via its website at www.citywalk.co.ke
City Walk began in 1991 and has operated for over 30 years, making it one of the longest-standing shoe and accessory retailers in Kenya.
City Walk has multiple branches in Kenya, including major locations in Nairobi such as Westlands, Nairobi CBD , Mombasa Road and Lavington. For the full list of branches and outlet details, please visit the “Store Locator” section on the website.
City Walk stocks shoes for men, women and children, bags (including travel luggage and trolleys), accessories, perfumes and work/safety footwear. The product range is broad and designed to cater to everyday use and fashion.
Yes — City Walk insists on genuine, quality products. As a trusted retailer, it sources from verified manufacturers and partners to ensure authenticity and value. (Note: Always check for official tags and documentation if required.)
Yes — While City Walk carries known international brands, it also offers house-brand or customized products manufactured for and branded by City Walk, giving customers value and local relevance.
Yes — You can shop via the website: www.citywalk.co.ke. The site offers product listings, sizes, images and ordering capability. Please ensure you are on the official site to avoid counterfeits.
Operating hours may vary by branch. For example, the Standard Street (Sarova The Stanley) location operates from approx. 8:30 am–7:00 pm Monday to Saturday (closed Sunday) as a guide. Always check the specific branch’s hours on the website or call ahead.
You can contact via:
- Email: ([email protected])
- Telephone: +254 786 400 202
- Website contact form / official social-media pages.
If you require branch-specific support, use the info listed on the “Contact Us” page.
Yes, City Walk offers gift vouchers (or gift cards) that can be redeemed in-store and possibly online depending on the current policy. Please ask at your branch or via customer service for terms, validity and redemption details.
City Walk carries multiple international and local brands in footwear, bags and accessories. Additionally, they offer customized City Walk-branded items manufactured for their chain. For a list of current brands, check the “Brands” or “Collections” section on the website.
Yes — City Walk stocks footwear for men, women and also children, covering casual, formal, sports and lifestyle categories.
Yes — The store offers children’s shoes, including school shoes, casual kids’ styles and sports options.
Yes — Among the broad range of shoes, City Walk also carries safety/work-footwear and rugged boots suited for industrial or working-environments. Check the “Work & Safety” category on the website or ask in-store.
Accessories include handbags, wallets, belts, travel bags, fashion bags, perfumes and other complements to shoes and apparel.
Yes — City Walk offers travel trolleys, suitcases, carry-bags and travel accessories. These appear in the store listings alongside shoes. You can also find them under the Accessories Tab
Yes — The product line includes genuine perfumes and colognes as part of the accessory offering.
Yes — City Walk carries a range of sizes, widths and styles to accommodate different foot types. If you are unsure, the in-store team can assist with fitting or you can call the customer care line (+254 786 400 202) to be guide on this.
Yes — While some items may sell out, City Walk regularly restocks popular lines. If an item is out of stock online or in-store, you can contact customer service to check anticipated restock or alternative options.
Use the size chart provided on www.citywalk.co.ke, compare your foot measurement in cm/inches, check reviews for fit comments and if unsure, select the nearest size and rely on the return/exchange policy.
Browse the website, register or checkout as guest, select the desired products, choose size/colour, add to cart, proceed to payment, and choose delivery or pickup. You will receive order confirmation and shipping updates.
You can create an account to save your details, track orders and view history. Check during the checkout process for options.
- Visit the website, browse categories
- Click desired item, select size/color,
- Add to cart,
- Go to checkout,
- Enter shipping details,
- Choose payment method,
- Confirm order.
- You’ll receive an order confirmation email or SMS.
City Walk accepts major Kenyan payment options — typically Mpesa, cards (Visa, MasterCard), bank transfer for bulk orders and Pesapal mobile wallet payments. Ensure you check payment options at checkout.
Yes — The website uses secure encryption (SSL) to protect your data; always ensure the URL begins with “https://”. For further peace of mind, use secure payment methods, keep a copy of your receipt and check the “Policies” pages.
Yes — City Walk may allow WhatsApp or social-media placing of orders (especially for local branches). Contact your local branch or message the official WhatsApp number listed on the site to check availability.
Once your order is confirmed and shipped, you will receive a tracking link or reference via email or SMS. Use the courier’s tracking portal or the City Walk site’s order-status page to check progress.
Yes — Order cancellation is possible provided the item has not yet shipped. Please contact Customer Service immediately via email or phone with your order number. Fees or conditions may apply.
You will receive an order-confirmation email or SMS once payment is verified and the order is processed. This includes your order number, summary and next steps.
Contact Customer Service via email ([email protected]) or call the customer care number (+254 786 400 202). Provide a screenshot of the issue and describe your problem so the team can assist you promptly.
Yes — City Walk delivers to most locations across Kenya. During checkout you can confirm your delivery location and view options.
Delivery time depends on your location and courier; typical Nairobi delivery is 1–3 business days, while other counties may take slightly longer. Please check during shipping for estimated times also have a look at our shipping policy.
Delivery charges depend on your location and the courier engaged. The final shipping cost is displayed during checkout before you complete payment.
Yes — If you prefer pickup from one of the City Walk branches let us know and we will ship the product to our store closest to you. You will receive notification when the item is ready for collection.
Contact Customer Service immediately with your order number and the new address. If the item has not yet shipped, the address may be updated. Once shipped, standard delivery practices apply.
If there is no update or package appears lost, contact City Walk Customer Service with your order number. They will liaise with the courier and assist you. If confirmed as lost, a replacement or refund may apply.
City Walk uses approved courier partners within Kenya for shipping orders. Specific couriers may vary depending on your region and the size/weight of the consignment.
Depending on location and time of order, same-day or next-day delivery may be available within Nairobi. Check the checkout or contact your branch to see if you qualify.
Yes — If a branch or pickup point is listed as a delivery option during checkout, you can request collection there.
Currently City Walk primarily serves Kenya. For international deliveries, contact Customer Service to check if arrangements can be made and at what cost. Duties and taxes remain the responsibility of the customer
City Walk offers a return/exchange policy provided conditions are met (e.g., items not used, tags intact). The exact duration (e.g., 7 or 14 days) should be confirmed on your receipt or website. Always retain your proof of purchase. Read More here: Return Policy
To return or exchange, contact Customer Service or visit the branch where you purchased. Provide your receipt/order number, the item, tags/packaging and fill the return form. Exchange subject to policy.
Refunds are processed once the returned item is inspected and approved. It may take several business days (typically 5-10). We don’t do cash refunds, we offer refunds inform of purchase credits.
Items such as underwear, socks, heavily used items, or items without original packaging/tags may be non-returnable. Also customised or clearance products may carry special conditions. Check the website’s “Returns & Exchanges” policy for details.
Yes — Often you can bring your online-purchase plus receipt/order confirmation to a physical City Walk branch for return or exchange, subject to policy. Contact the branch ahead to ensure they accept online returns.
If you receive an incorrect or damaged item, contact Customer Service immediately with photos of the item and packaging. City Walk will arrange a return, exchange or a credit refund (subject to verification).
If the return is due to a fault (wrong item, damage or sizing error) City Walk covers the cost. For change-of-mind returns, you may be responsible for return shipping. Confirm when initiating the return.
Yes — Provided the item is still in stock, you can exchange for another size or color. If your preferred alternative is unavailable, you may be offered a store credit.
Once you’ve submitted a return request and the item is received and inspected, City Walk will send an email or SMS or a call confirming approval and the next step (credit refund or exchange).
You can email City Walk’s customer service (e.g., [email protected]) or call the relevant branch — the contact details are listed on the website’s “Contact Us” page. For Damaged products, reach out to the number +254 780 204 273