Shipping policy

Shipping Policy

At KenaShop, we are committed to making your shopping experience simple and convenient. We deliver orders to customers across Kenya through our delivery partners.

1. Delivery Areas

KenaShop currently offers delivery within Kenya.

Delivery availability and delivery times may vary depending on the customer's location and accessibility.

Some remote or hard-to-reach areas may require additional delivery time.

2. Cash on Delivery

KenaShop offers Cash on Delivery (COD) for eligible orders.

You do not need to make an online payment when placing your order. Payment is made in cash to the delivery agent when your order is delivered.

Please make sure you have the correct amount available when receiving your package.

3. Order Confirmation

After placing an order, our customer service team may contact you to confirm your order and delivery details.

Orders may not be dispatched until they have been successfully confirmed.

To avoid delays, please provide:

  • Your correct full name

  • A valid and reachable phone number

  • Your correct delivery location

  • Any useful directions or landmarks

4. Processing Time

Orders are normally processed after confirmation.

Processing times may vary depending on product availability, order volume, weekends, public holidays, and other operational circumstances.

If there is a significant delay in processing your order, we may contact you using the phone number provided with your order.

5. Delivery Time

Estimated delivery times may vary depending on your location.

Typical delivery times are:

  • Nairobi and nearby areas: approximately 1–2 business days

  • Other major towns and cities: approximately 2–4 business days

  • Remote areas: approximately 3–7 business days

These are estimates and are not guaranteed delivery dates.

Delays may occur due to weather, traffic, courier operations, public holidays, incorrect customer information, or circumstances beyond our reasonable control.

6. Delivery Charges

Delivery charges may vary depending on the customer's location, order size, product, or current delivery arrangements.

Any applicable delivery fee will be communicated or displayed before the order is completed.

7. Delivery Attempts

Our courier partner may attempt to contact you before or during delivery.

Please keep your phone available and respond to delivery calls.

If you are unavailable, unreachable, or unable to receive the package, the courier may arrange another delivery attempt or return the package to us.

Additional delivery attempts may be subject to additional charges where applicable.

8. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information.

KenaShop is not responsible for delays or failed deliveries caused by:

  • Incorrect phone numbers

  • Incorrect addresses

  • Incomplete delivery information

  • Unreachable customers

  • Customer-provided information that prevents successful delivery

If you notice an error in your delivery information, please contact us as soon as possible before the order is dispatched.

9. Refused or Unclaimed Orders

Customers should only place orders they genuinely intend to receive.

If an order is refused, repeatedly missed, or cannot be delivered because the customer is unreachable or unavailable, the order may be returned to KenaShop.

Repeated refused or failed COD orders may result in future orders requiring additional verification or being declined.

10. Order Tracking

Where tracking information is available, customers may receive tracking or delivery updates through our delivery partner.

Tracking availability may depend on the courier service and delivery location.

11. Damaged Packages

If your package appears visibly damaged at the time of delivery, please notify the delivery agent immediately and contact KenaShop as soon as possible.

For damaged, defective, or incorrect products, please refer to our Return & Refund Policy.

Return requests must generally be submitted within 3 days from the date of delivery.

12. Delays Beyond Our Control

KenaShop is not responsible for delivery delays caused by circumstances beyond our reasonable control, including but not limited to:

  • Severe weather

  • Traffic or road closures

  • Public holidays

  • Courier operational issues

  • Natural disasters

  • Government restrictions

  • Incorrect or incomplete customer information

  • Other unforeseen circumstances

We will make reasonable efforts to assist customers when such delays occur.

13. Contact Us

If you have questions about your order or delivery, please contact KenaShop using the contact information provided on kenashop.store.

We will do our best to assist you and provide the latest available information regarding your order.