Delivery, Return & Refund Policy

At Karibu Nairobi, we strive to ensure a smooth and efficient delivery process for all our merchandise and products. 

Delivery Process

Order Processing Time: 

All orders are processed within 1-3 business days (excluding weekends and public holidays) after receiving your order confirmation email. After this, your order will be shipped. This doesn’t include weekends or holidays.

Delivery Times:

Within Nairobi: Once your order has been processed, delivery within Nairobi takes 2-5 business days (excluding weekends and holidays).

Outside Nairobi: For orders outside of Nairobi, delivery times may range from 3-21 business days (excluding weekends and holidays), depending on your location.

Shipping Fees: Shipping fees are calculated at checkout based on your delivery address and the size of your order. Please note that shipping fees are non-refundable in the event of a return or exchange.

Tracking Your Order: Once your order has been shipped, you’ll receive a confirmation email with tracking details so you can follow your package’s journey to you.

Delivery Claims: If your order hasn’t arrived as expected, please reach out to us at [support@karibunairobi.com]. We’ll gladly look into it and do our best to get your order to you quickly.

If your tracking shows that your package was delivered, but you haven’t received it, please contact us within 24 hours to file a claim.

Please note that Karibu Nairobi does not take responsibility for packages confirmed as delivered by the carrier, and we are unable to issue refunds or credits in such cases.

Out-of-Stock Items

Availability: While we strive to keep our online store updated, occasionally, some items may be out of stock. If an item you ordered is unavailable, we will notify you as soon as possible. You will have the option to either choose a different item, wait for the item to be restocked, or receive a full refund.

Pre-Orders: If you’re interested in an out-of-stock item, please contact us to inquire about potential restock dates or pre-order options.

Return Policy

We want you to be completely satisfied with your purchase from Karibu Nairobi. If, for any reason, you are not happy with your item, you can return it following the guidelines below:

Eligibility for Returns: We accept returns for unworn, unused items in their original condition within 3 days of delivery. Items must be in the same condition as when you received them, with all tags attached. This only applies to domestic orders (within Kenya).  Please note that shipping fees are non-refundable. 

How to Initiate a Return: To start a return, please contact us at support@karibunairobi.com with your order number and details of the item you wish to return. We’ll provide you with instructions on how to send the item back to us.

Return Process: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your return. If approved, a return will be initiated within 7-10 business days (excluding weekends and holidays).

Return Shipping Costs: You will be responsible for covering the cost of return shipping. Unfortunately, we cannot refund shipping fees from the original purchase.

Exchanges: If you wish to exchange an item for a different size, color, or product, please initiate a return and place a new order for the desired item. Unfortunately, we cannot process exchanges directly. You will be responsible for covering the cost of exchange shipping. Unfortunately, we cannot refund shipping fees from the original purchase.

Non-Returnable Items: Customised or personalized items, as well as items purchased on sale, are not eligible for return.

Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately at support@karibunairobi.com. We will work with you to resolve the issue by offering a replacement or exchange.

Right to Limit or Refuse Service: Karibu Nairobi reserves the right to limit or refuse service to individuals or entities based on excessive returns or behaviors that compromise our integrity.

Excessive Returns: We monitor return patterns to maintain fairness. Customers with a history of excessive returns involving worn, altered, or damaged items may have future purchases limited or returns declined.

Wardrobing Policy: To ensure our products remain in excellent condition for all customers, we do not accept returns on items that have been worn, altered, or laundered.

Fraud Prevention: We take the potential fraudulent activity seriously. Any suspicious orders may be canceled and reported to the authorities.

Refund Policy

No Refund Policy

We do not offer refunds. If you receive a damaged or defective item, please contact us within 24 hours for an exchange or replacement.

Please ensure that you review your order carefully before completing your purchase. If you have any questions or concerns before ordering, please contact us. We will be happy to assist.

Store Credit or Exchange Option

We do not offer refunds, but we are happy to offer store credit or an exchange for items in their original condition within 3 days of purchase. Please contact us if you’d like to make an exchange or receive store credit.