INTERNATIONAL PRODUCT POLICY - FREQUENTLY ASKED QUESTIONS



What are products shipped from overseas and how do I identify them on the website?

Overseas products are sent by Sellers located outside Kenya.
They are flagged on product pages on the top right corner as “Shipped from overseas.”


What payment method can I use to buy products shipped from overseas?

You can pay for your “Shipped from overseas” items with the following cards: Credit Card/Debit Card
We do not accept Cash on Delivery for overseas items.


What if I want to cancel my Overseas Product?

Orders cannot be cancelled once payment is confirmed.



When will I receive my item exactly?
The delivery time is 14 to 21 business days.

Once your order is dispatched by the seller, you will receive an email to confirm that your package is on its way. On “My orders” page you can access your order status and tracking number.

What happen if I did not receive my product within the estimated delivery time?

In case your item has not yet reached you within the estimated delivery time displayed on the product page, please contact our Customer Service at [email protected] or call us at 0700 000 990, 0711 011 011 between 8am and 8pm on weekdays and 9am to 3pm on weekends and public holidays for clarification.


Do I have to pay extra duties or taxes for Overseas Product?

No, all “Shipped from overseas” products are delivered at no additional cost to you, as the price includes customs fees and import duties. You are not expected to pay any additional duties or taxes.
If you are asked by Customs or our logistic partner to pay duties, please contact our Customer Service at [email protected] or call us at 0700 000 990, 0711 011 011 between 8am and 8pm on weekdays and 9am to 3pm on weekends and public holidays for clarification.



“Shipped from Overseas” return policy

For items flagged as “Shipped from Overseas”, returns are only accepted for the below reasons:

Reason Description
Defective Item Item is damaged upon delivery or not according to manufacturer’s specification
Wrong Item If you received an item different from what you ordered.

For example, we do not accept returns if size does not fit, or if client dislike the product (color, material, style). We encourage you to carefully check full description of the items and confirm it will meet all your expectations before placing your order.

How to return?

You can find how to return your products here