Frequently Asked Questions

Kinanel is a Kenyan retailer of organic herbs, cold-pressed oils, seeds, real foods, and everyday wellness essentials. We source what we can locally from Kenyan farmers and cooperatives, and import the rest from vetted overseas suppliers when there's no local equivalent. Everything we stock is chosen for what it does, not for how it looks on a shelf.

Anywhere in Kenya. We deliver Nairobi doorstep via Bolt/Uber, Nairobi metro and countrywide via Wells Fargo, and offer bus/local transport as a cheaper alternative on most routes. We don't ship outside Kenya. For rates and full details, see our Shipping Policy.

Yes. Victoria Court, 1st Floor, Shop 4, Luthuli Avenue, Nairobi. You can collect online orders here for free — bring your order number and an ID. Opening hours are on our Contact page.

Yes, for bulk and wholesale orders. Send us the product list and quantities via the Contact form and select 'Wholesale or bulk order' as the topic. We'll come back with a quote.

Yes. We source herbs and oils directly from Kenyan farmers and cooperatives where possible, and from vetted overseas suppliers with proof of provenance for the rest. We don't repackage grey-market stock. If you have a concern about a specific product, contact us and we'll walk you through where it came from.

It varies by product. Dried herbs and seeds typically 12–24 months when stored correctly. Cold-pressed oils 6–12 months (refrigerate after opening). Each product page lists its specific shelf life under Storage.

Most items: cool, dark, dry place away from direct sunlight. Cold-pressed oils: refrigerate after opening. Fermented foods: keep refrigerated at all times. Product-specific storage instructions are on each product page.

Yes. Message us via the Contact form with what you're trying to address (skin, digestion, sleep, energy, etc.) and any relevant context (allergies, medications, pregnancy), and we'll suggest what fits. We won't diagnose or prescribe — for that see a qualified practitioner.

Where possible, yes. We use recyclable glass and paper packaging on most oils and dry goods, and buy in bulk from suppliers to reduce plastic per unit. Some products still come in plastic where no better option exists at this scale — we're honest about that and working on it.

Most are. Product pages list allergens, dietary flags (vegan, gluten-free, dairy-free), and any known sensitivities. Patch-test topical products before full use. If in doubt, ask us via Contact before ordering.

Not all herbs and essential oils are safe during pregnancy or breastfeeding. Some are contraindicated, others are fine in small amounts. Product pages flag known concerns, but the list isn't exhaustive — always check with your doctor or midwife before starting anything new. If you can't find the information you need, contact us with the specific product and we'll share what we know.

Depends on the product and the child's age. Dilution ratios, dosages, and safety profiles vary widely — what's fine for an adult may not be fine for an infant or toddler. Product pages note age-related cautions where known. For anything you're unsure about, check with a paediatrician or qualified herbalist first.

Some can. Certain herbs affect how the liver metabolises drugs, which can raise or lower the effective dose of your medication. If you're on regular prescriptions, especially for blood pressure, blood thinning, diabetes, or mental health, check with your pharmacist or doctor before adding a new herb or supplement. We're happy to share what we know about a specific product — but we're not clinicians, and this isn't medical advice.

Allergens are listed on each product page. Nut oils, seed products, and some herbal blends contain or are processed near common allergens. If you have a severe allergy, contact us before ordering so we can confirm the sourcing and processing details for the specific batch.

Yes. Call or WhatsApp us during opening hours — number on the Contact page. For most orders, ordering through the website is faster and gives you email confirmation and tracking automatically.

Yes, if the order hasn't shipped yet. Contact us as soon as possible with your order number. Once it's been picked up by the courier we can't reroute or cancel it, but you can return it after delivery — see our Refund Policy.

Yes. Your order confirmation email includes an invoice. If you need a resend or a different format (e.g. for expense claims), contact us with your order number.

Not currently. We wrap orders for shipping in kraft paper, which is presentable but not gift-styled. If you want gift-wrapping for a specific order, mention it in the checkout notes and we'll do our best.

M-Pesa (STK Push and Paybill), Visa, Mastercard, and Cash on Delivery for Nairobi doorstep orders. All card payments are processed via Paystack, which is PCI-compliant — we never see or store your card details.

Kenyan Shillings (KES). All prices on the site are in KES, and this is what you'll be charged.

No. What you see at checkout is what you pay. There's no card surcharge, no M-Pesa fee.

Yes. The site runs on HTTPS end-to-end, card payments go through Paystack (PCI DSS Level 1 certified), and we don't store any card data on our systems. See our Privacy Policy for how we handle other personal information.

Contact us with a screenshot of the error and your device/browser if possible. Most issues we've seen are M-Pesa timeouts (retry after 2 minutes) or expired card 3D-Secure codes (re-enter). We'll help you get the order through.

Yes — free delivery on orders over KSh 8,000, wherever you are in Kenya. Below that, standard rates apply by region. See our Shipping Policy for full delivery charges by region.

Nairobi doorstep: same-day or next-day. Nairobi metro towns: 1–2 business days. Major towns countrywide: 2–3 business days. Coast and far towns: 3–5 business days. Remote counties: 5–7 business days. Full breakdown on our Shipping Policy.

Fragile items (glass bottles, powders) are wrapped in bubble wrap or kraft paper inside a rigid outer box. Oils and liquids get an extra sealed liner in case of leakage. Everything is padded so items don't shift in transit.

Yes. You'll get an email with tracking details once the order ships. For Wells Fargo shipments outside Nairobi, tracking is via the courier's own system.

For Nairobi doorstep, yes — mention the date in checkout notes and we'll arrange it. For countrywide couriers we can't guarantee a specific date, only a delivery window.

Yes, if it hasn't shipped. Contact us as soon as possible with your order number and the new address.

The courier will attempt redelivery or hold the parcel at a pickup point. You'll get a notification with next steps. If nobody claims the parcel within their holding window, it comes back to us and we'll contact you to resend (redelivery charge may apply).

Not required, but helpful. Someone at the address who can sign for the parcel is fine. For high-value orders or Cash on Delivery, the recipient needs to be present.

Yes, within Nairobi for orders placed before our daily cut-off (see Shipping Policy). Outside Nairobi, same-day isn't possible via our current couriers.

Sealed, unopened items can be returned within 7 days for a refund or exchange. Perishables (fermented foods, cold-pressed oils once opened), custom orders, and clearance items are non-returnable. Full details on our Refund Policy.

Contact us within 7 days of delivery with your order number and reason. We'll confirm eligibility and give you return instructions. See our Refund Policy for the full process.

Once we receive and inspect the returned item, refunds are processed within 5 business days. M-Pesa refunds usually reflect same day; card refunds can take 5–10 business days to appear on your statement, depending on your bank.

Only if the return is because of our error (wrong item, damaged in transit, defective product). For change-of-mind returns, shipping fees aren't refunded.

Contact us within 48 hours of delivery with photos of the packaging and the item. We'll arrange a replacement or full refund including shipping. See our Refund Policy for what qualifies as damaged in transit.