Delivery and returns
Charges and times
Delivery is charged once per order, not per item, and is worked out from the area you choose at checkout.
| Area | Charge and time |
|---|---|
| Nairobi CBD | KES 200, same day, ordered before 3pm |
| Nairobi suburbs | KES 300, same day or next morning |
| Kiambu / Thika / Ruiru | KES 450, next day |
| Mombasa | KES 650, 2 working days |
| Kisumu | KES 650, 2 working days |
| Nakuru / Eldoret | KES 600, 2 working days |
| Rest of Kenya | KES 750, 2 to 4 working days |
| Collect from store | Free, ready in 2 hours, Nairobi |
Heavy or bulky goods, such as shower enclosures, vanity units and water heaters over 50 litres, may need a pickup rather than a motorbike. We call to agree the charge before the order leaves the shop if that applies.
You can also drop a location pin at checkout. It saves the rider a phone call and gets the goods to your gate rather than to the nearest junction.
Order status
- Pending, we have the order and are picking it off the shelf
- Confirmed, stock is set aside and payment instructions have been sent
- Shipped, it has left the shop, the rider will call the number on the order
- Delivered, received and signed for
Collection
Choose Collect from store at checkout and the order is ready at the counter within two hours during opening hours. Collection is free. Bring the order reference. We are at Familia Business Centre, Luthuli Lane off Mfangano Street, opposite Sheraton Hotel, Nairobi, Kenya, open Mon to Fri 8am to 6pm, Sat 8am to 4pm, Sun closed.
Returns
Return an unused item in its original packaging within 7 days of delivery for a refund or exchange. You pay the return delivery unless the item is faulty or we sent the wrong thing.
Items that cannot be returned once fitted, unless faulty: cut lengths of cable, conduit, instant showers and water heaters that have been connected, toilet seats and pans that have been installed, and any item marked as cut to order.
Faulty goods
Faults inside the warranty period stated on the listing are handled by us. Report the fault through your order page, on WhatsApp, or by calling 0707 156 062. Keep the receipt or the order reference. Where the manufacturer handles the warranty we make the claim on your behalf rather than sending you to them.
Wrong item delivered
Tell us the same day and keep the packaging. We collect it at our cost and send the correct item on the next delivery run.