Shipping Policy
1. Delivery Areas
We currently deliver within Kenya and to select international locations. Delivery options and times may vary depending on your location.
2. Delivery Timeline
- Local Deliveries: Orders within Nairobi are delivered within 1-3 business days. Deliveries outside Nairobi may take 3-7 business days.
- International Deliveries: Timelines vary depending on the destination. Estimated delivery dates will be provided during checkout.
3. Shipping Fees
- Shipping fees are calculated based on the destination and weight of the items.
- Free delivery is available for orders above KES 20,000 within Nairobi.
4. Order Processing
- Orders are processed Monday through Friday (excluding public holidays).
- Orders placed after 4:00 PM will be processed the next business day.
5. Tracking Your Order
Once your order is dispatched, you will receive a tracking number via email or SMS to monitor its progress.
Returns Policy
1. Eligibility for Returns
- Items can be returned within 7 days of delivery if they meet the following conditions:
- The item is unused and in its original condition, including packaging.
- Proof of purchase is provided.
2. Non-Returnable Items
The following items cannot be returned:
- Customized or personalized products (e.g., branded packing materials).
- Items marked as “Final Sale.”
3. Return Process
To initiate a return:
- Contact us at +254 700 000 002 with your order number and reason for return.
- We will provide instructions for returning the item.
- Once the item is received and inspected, we will notify you of the approval or rejection of your refund.
4. Refunds
- Approved refunds will be processed within 7 business days and issued to the original payment method.
- Shipping fees are non-refundable unless the return is due to a defect or error on our part.
5. Exchange Policy
- Exchanges are allowed for items of equal or greater value, subject to availability.
- Exchanges must follow the same process as returns.
Damaged or Defective Items
If your item arrives damaged or defective:
- Notify us within 48 hours of delivery by contacting +254 700 000 002.
- Provide photos of the damaged item and packaging for review.
- We will arrange for a replacement or refund as appropriate.
Contact Us
For questions about shipping or returns, please reach out to us:
- Phone: 0700 000 002
- Email: [email protected]
- Hours: Monday – Friday, 9:00 AM – 5:00 PM