Shipping Policy

Last updated: January 2026

Where we deliver, how long it takes, what it costs, and what happens if something goes wrong.

Where we deliver

We ship anywhere in Kenya. You can also collect your order at our shop in Nairobi at no cost.

We do not ship outside Kenya.

Delivery options

Nairobi doorstep via Bolt or Uber. Same-day or next-day for orders placed before our daily cut-off.

Nairobi pickup point via Pickup Mtaani. Collect from your nearest Mtaani agent point, usually within 1–2 business days.

Countrywide delivery via Wells Fargo (or a comparable national courier where Fargo doesn't reach). Usual transit times:

• Nairobi metro towns (Thika, Kiambu, Limuru, Machakos, Kitengela, Naivasha, Athi River): 1–2 business days.
• Major towns (Nakuru, Nyeri, Eldoret, Meru, Kakamega, Kericho, Kisii, Kisumu, Nanyuki): 2–3 business days.
• Coast and far towns (Kitale, Bungoma, Voi, Mombasa, Diani, Kilifi, Watamu, Malindi): 3–5 business days.
• Remote counties (Lodwar, Kakuma, Marsabit, Mandera): 5–7 business days, sometimes longer.

Bus / local transport is available as a lower-cost alternative to Fargo on most routes — you collect from the bus stage in your town.

Store pickup. Free. Come to Victoria Court, 1st Floor, Shop 4, Luthuli Avenue, Nairobi during our opening hours. You'll get a message when your order is ready. Bring your order number and an ID.

Transit times are what the courier quotes us — we can't guarantee them absolutely. Weather, roads, and public holidays can add a day or two.

Delivery charges

The exact charge is calculated at checkout based on your delivery town and chosen method. You see the figure before you pay — no surprise fees added later.

For reference, here's what a standard order costs to send by each method.

*Rates may change without prior notice.

Nairobi doorstep (Bolt / Uber)

By distance band from our shop:

• 0–5 km (CBD, Westlands, Kilimani, South B/C): KES 250
• 5–10 km (Lavington, Langata, Embakasi, Donholm): KES 350
• 10–15 km (Karen, Ruaka, Kasarani, Rongai edge): KES 500
• 15+ km (outer estates): KES 650

Fares shown are estimates. The actual charge is the live Bolt/Uber fare on the day.

Nairobi pickup point (Pickup Mtaani)

KES 150.

Nairobi metro towns*

Pickup Mtaani available to these towns at KES 200.

Major towns*

Coast and far towns*

Remote counties*

Pickup at our shop: free.

The fees above cover the first 5 kg. Heavier orders may attract an extra charge of roughly KES 65 per additional kg — the checkout will show you the exact total before you pay.

Free delivery

Orders over KES 7,500 ship free within Kenya on the standard method for your town.

When your order ships

Orders placed before 5:00 PM (17:00 EAT) on a business day are packed and dispatched the same day. Orders after that go the next business day. We don't dispatch on Sundays or public holidays.

You'll get a dispatch email with your tracking information (where the courier provides one) as soon as your parcel is on its way.

Tracking

Once dispatched:

• Nairobi doorstep (Bolt/Uber): we'll message you the driver's ETA and contact.
• Fargo courier: your dispatch email includes the tracking number. Enter it on Fargo's website to follow the parcel.
• Bus dispatch: we'll message you the parcel reference and the stage where you'll collect it.
• Pickup Mtaani: your dispatch message includes the agent point and your collection code.
• Store pickup: no tracking — we'll message you when it's ready.

If your parcel is late

Give it up to 2 business days beyond the courier's usual window before you worry. Delays happen. If it's clearly overdue, email enquiries@kinanel.com with your order number. We'll chase the courier and get back to you within a business day.

If a parcel is genuinely lost in transit, we resend the order or refund it in full — your choice.

If your parcel arrives damaged

Tell us within 48 hours of delivery, with a photo of the packaging and the damaged item. We'll arrange collection at our cost and either replace the product or refund you. Full details in our Refund Policy.

Wrong address or missed delivery

• Wrong address: if you gave us the wrong address and the parcel comes back to us, we can resend it at your cost, or refund the product price (the original delivery charge is not refundable in this case).
• Missed delivery / uncollected: couriers usually attempt or hold parcels for a set window. If the parcel comes back to us because nobody collected it, the same rule applies.

Please make sure your phone number at checkout is one the courier can actually reach. Most delivery problems trace back to an unreachable number.

Order changes and cancellations

You can change or cancel an order before it ships. Email or WhatsApp us as soon as possible with your order number. Once the parcel is with the courier, we can't recall it — you'll need to refuse delivery and let it come back to us, then request a refund per our Refund Policy.

Public holidays and closures

We follow the Kenyan public holiday calendar. No dispatch, no doorstep deliveries, no pickup on gazetted holidays. Orders placed on a holiday go out the next business day.

If we're closed for any other reason, we'll post a notice on the site.

Contact

Kinanel Lifestyle
Victoria Court, 1st Floor, Shop 4, Luthuli Avenue, Nairobi
enquiries@kinanel.com
0733 930 760 · WhatsApp 0471 610 842