1. Delivery Policy

1.1 All orders are subject to availability of the product. Our acceptance of your order will take place when we confirm via SMS or email, at which point a contract will come into existence between you and us.

1.2 If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

1.3 If an item is not in stock at the time you place your order, we will notify you and refund you the total amount of your order, using the original method of payment.

1.4 Items offered on our website are available for delivery to addresses in Greater Nairobi.

1.5 Delivery charges are based on the location to which the delivery is to be made. To find out how much your order will cost, simply add the items you would like to purchase to your cart and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.

1.6 Additional shipping charges may apply to remote areas or for large or heavy items. You will be advised of any charges on the checkout page.

1.7 An estimated delivery time will be provided to you once your order is placed. Delivery times are estimates and commence from the time of shipping, rather than the time of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.

1.8 We pledge to deliver orders received on Monday to Saturday between 9am – 4pm within 2 hours. Orders received after 4pm will be delivered by 11am on the next working day.

1.9 Orders received on Sunday between 9am – 2pm will be delivered within 2 hours. Orders received on Sunday after 2pm will be delivered by 11am on the next working day.

1.10 We are however not responsible for delays beyond our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay, of 2 hours over our delivery pledge, you may contact us to receive a refund for any products you have paid for but not received.

1.11 Any special delivery instructions can be provided on the check-out page of our website.

1.12 If you are not at home when delivery is due you must make suitable arrangements e.g. a cool box for the storage of perishable products.

1.13 We take no responsibility for any lost or damaged products if there is no one at the address you have provided at the delivery time confirmed in your order acceptance or if you fail to specify a safe and convenient location in your absence.

1.14 Products ordered by you will be your responsibility from the time we deliver the product to the address you gave us, or you or a carrier organized by you collect it from us.

1.15 If there is any damage to the packaging on delivery, please contact us immediately on 011 44 111 46.

1.16 If you have any questions about the delivery and shipment or your order, please contact us at 011 44 111 46.

2. Our Refund Policy

2.1 Your eligibility for a refund will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to cancel your order.

2.2 For the avoidance of doubt, perishable products, once dispatched cannot be returned.

2.3 If you have just changed your mind about your order, you may be eligible for a refund if we have not dispatched your order, but this may be subject to deductions. Please call us immediately on 011 44 111 46.

2.4 You are eligible to a full refund if:

2.4.1 we have told you about an upcoming change to the product or these terms which you do not agree to;

2.4.2 we have told you about an error in the price or description of the product you have ordered, and you do not wish to proceed;

2.4.3 there is a risk that supply of the products may be significantly delayed because of events outside our control;

2.4.4 we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons

2.5 Where you are eligible for a refund, we will refund you using the original method of payment within 48 hours using the same means as was used to pay or such other practical means that we may have at our disposal less any transaction costs.

2.6 We may cancel the order if you do not:

2.6.1 make any payment to us when it is due.

2.6.2 within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, delivery information; or

2.6.3 within a reasonable time, allow us to deliver the products to you or collect them from us.

2.7 If we cancel your order for reasons set out in 2.6 above, we will refund you for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.