Returns & Refunds Policy

We want you to love what you ordered. If something isn’t right, here’s how we fix it.

1. When you can return an item

You can return an item within 7 days of receiving it if:

• It is unused and in the same condition you received it.
• It is in its original packaging, with any tags attached.
• You have your order number or proof of purchase.

2. Wrong, damaged or faulty items

If your order arrives damaged, faulty or is not what you ordered:

• Tell us within 48 hours of delivery.
• Send clear photos of the item and the packaging on WhatsApp.
• We will replace it or refund you in full. You pay nothing for the return.

3. Items we can’t take back

• Items that have been used, worn, washed or damaged after delivery.
• Personal-care and hygiene items that have been opened.
• Custom or personalised orders, unless they arrive faulty.
• Items marked “final sale” at the time of purchase.

4. How to return an item

• Contact us on WhatsApp or email with your name, order number and reason.
• We confirm your return and tell you where to send or hand over the item.
• We check the item when it reaches us.
• You get your refund or replacement.

Please don’t send anything back before we confirm your return.

5. Refunds

• Approved refunds are sent to your M-Pesa number within 3 working days after we receive and check the item.
• You can also choose an exchange or store credit instead.
• Delivery fees are refunded only if the mistake was ours (wrong, damaged or faulty item).

6. Return costs

• Our mistake (wrong, damaged or faulty item): we cover the return cost.
• Change of mind: you cover the cost of returning the item.

7. Orders you didn’t collect

For Cash on Delivery orders, please be available to receive and pay for your order. If you check your item at delivery and it is wrong or damaged, you can refuse it on the spot.

Need help?

Message us and we’ll sort it out quickly.

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Last updated: October 2026