Returning an order should be done within 14 days. Contact us to know where to drop it.
- Make sure you bought it in our store
- The return or exchange request is made within 3 days after delivery
- Must be clean, unwashed, and not stained.
- Exchange is only done with other merchandise. No Cashback.
Eligibility to return an order
If you received an order from us with the following defects.
- Wrong size e.g. if you ordered a medium and received a small. The t-shirt size label should prove If you’re not sure about the size make sure you confirm with the size chart below each product page.
- Dirty/ stained
- Wrong artwork
- Different color from what you ordered
Non-Eligible returned orders
- Dirty/smelly outfits
- Worn outfits
- Stained eg lipstick stain
- Torn outfits
- Washed outfits. DO NOT WASH THE OUTFIT
- Distorted nairobabe artwork
- Size change – If you order a small size and receive a small size, but later you change your mind and want a medium. That order is not eligible for our return policy. Orders returned after 4 days. To avoid such, make sure you use our chat size found on every order page.
Currently, we don’t have a physical store. All our services are done online. However, we do have a physical pick-up point around CBD which is hosted by Pickup mtaani at PHILADELPHIA HOUSE (NEXT TO AFYA CENTRE), 3RD FLOOR WING B. You will receive pick up point details in your email after making and order. For further clarifications email firstname.lastname@example.org or call +254 775 268632 Whatsapp: +254 775 268 632 OKIYA & ROBERT LOGISTICS
Orders will be fulfilled within 48hrs. However, sometime there might be too many orders to fulfill on the same day. If that’s the case there might be a 24hr delay and this will be communicated either via email, call, or WhatsApp.
We can only change orders that have not been processed for delivery yet.
Once your order is under the status “preparing for shipping”, “shipping” or “delivered”, then we cannot accept any edits to your order.
To make changes to your order, please reach out to support through the helpdesk.
Delivery is done by pick-up mtaani for 100ksh all over Nairobi. Pick-up mtaani has over 30 pickup locations all around Nairobi. Here’s a full list of all the pick-up points in Nairobi. The package will be dropped at your local pick-up point whether you’re in Kangemi, Lavington, Pangani Kayole, etc.
However, if you want delivery at your doorstep that will be done by safeboda/uberBODA at a different fee depending on your location. All pick up locations can be selected at the checkout section.
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order at the Track order page on the website.
At the moment we deliver in Nairobi and it’s environs. Outside Nairobi orders will be delivered via postal package or other delivery means at different fee from the usual.
At the moment we’re only accepting M-Pesa payments. M-Pesa transactions are automatically calculated at the checkout page.