We want to help resolve problems with your order. Call 0703 878 170 or use our contact form, including your order number and a description of the issue.
Damaged, incorrect or missing items
Contact us promptly after receiving your delivery. Keep the product and packaging, and share photographs where they help explain the problem. We will review the order and explain the appropriate replacement, refund or other resolution. This policy does not limit rights that apply under Kenyan law.
Cancellations and changes
If you need to cancel an order or correct an address, contact us as soon as possible. We will check whether the order has already been prepared or dispatched and explain the available options. Do not assume an order is cancelled until we confirm it.
Returning a product
Contact us before sending anything back so that we can provide the correct return instructions. Explain whether the item is unused, opened or damaged. Keep labels, seals and packaging where possible. Eligibility and any delivery costs depend on the circumstances and applicable rights; we will explain these before arranging a return.
Refunds
Where a refund is agreed, we will confirm the amount, payment route and expected processing time. Never share your M-PESA PIN or password to receive a refund. Payment-provider processing times may vary.
See Shipping and delivery for Kenya delivery charges and Customer Help for ordering questions.