Delivery & Returns Policy

1. Delivery Coverage

We deliver to all major towns and cities across Kenya. For remote or hard-to-reach areas, additional delivery time may be required.

2. Delivery Timeframes

• Standard Delivery: Orders are typically delivered within 1 to 3 business days, depending on your location.
• Same-Day Delivery: Available for select locations within Nairobi and its environs for orders placed before 2:00 PM.
• Personalized Items: Personalized or custom-made products may require additional time for processing before dispatch.

3. Delivery Charges & Free Delivery

• Rider Delivery within Nairobi: KES 350.
• G4S / Speedaf Courier outside Nairobi: KES 400.
• Free In-Store Pickup: Available at our Nairobi CBD shop (Koone Shopping Mall).
• Free Delivery within Nairobi CBD: Available on all orders over KES 5,000.

4. Delivery Process & Order Confirmation

• Once your order is confirmed, you will receive a confirmation message with your delivery details.
• On the day of delivery, our dispatch team or courier partner will contact you directly to confirm delivery timing.

5. Delivery Terms & Customer Responsibilities

Please ensure that the delivery address and phone number provided are accurate and that someone is available to receive the package. In case of failed delivery attempts due to an incorrect address or unavailability, additional delivery charges may apply for re-dispatch.

6. Damaged or Missing Items

If your order arrives damaged, incomplete, or with incorrect items, please notify us immediately:

We will promptly resolve the issue by offering a replacement or refund as applicable.

7. Order Tracking

We update your order status regularly via email, SMS, or WhatsApp until it arrives safely at your doorstep.

8. In-Store Pickup

You may also choose free in-store pickup at our physical location:

9. Refund and Returns Policy (72 Hours)

If you are not 100% satisfied with your purchase, you can return the product for a full refund or exchange it for another item of similar value.

• The product must be in the same condition you received it, in its original packaging with all tags and promotional gifts intact.
• A receipt or proof of payment is required to process the return.
• Returns and refunds are not applicable to personalized or custom-engraved products.
• Returns must be initiated within 72 hours (3 days) of delivery.

For complete details and steps to follow for damaged or faulty items, please visit our dedicated Refund and Returns Policy page.