We have a no returns and refunds policy. We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: Eden Hotel,94 Tumbili Rd, Nairobi.
Shipping and Exchanges
Any special orders or items purchased online or at the Kenya Studio, which need to be shipped, the following applies:
For International orders – Up to 4lbs approximately, we charge US$ 80 for FedEx to the USA. A further US$ 80 for each additional 4lbs applies.
Please note we are unable to ship any items that require a CITES certificate from Kenya. From Colorado (i)Basalt showroom purchases: the client will be charged for shipping. (ii)An on approval box: we will send you items on approval; the client is responsible for charges to and from the showroom if no purchase is made. If the client makes a purchase we will cover the shipping to the client however the client is responsible for the return of the balance of any goods.
If you have purchased items from our Trunk Shows: The client is responsible for shipping as the shipping charge will be proof that items were sent out of state and thus no sales tax will be charged. All FedEx/UPS – please only send express NOT ground. Direct signature required (yourself or an appointed person) and insured to the full value of the item. We have had incidents where items were delivered to neighbours or housekeepers accept shipments and we cannot be responsible for this.
For Kenya delivery – We offer a free delivery service, which can take up to 2-3 days for all orders placed after 5pm EAT and Next Day Delivery service for orders placed before midday.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Contact us at firstname.lastname@example.org for questions related to refunds and returns.