All orders are processed within 1-2 hours unless stated otherwise and communicated by our team. If we experience a high volume of orders, processing may be delayed. If there will be a significant delay in your order, our team will inform you.
Same day delivery is normally done for all items purchased from Essential Shop Kenya. Delivery fees apply on all items, unless for items on offer. The charges also vary depending on the location of the delivery. For customers who will wish to use any other courier services for their order, the same can be arranged at the cost of the customer.
Returns & Refunds Policy
Refund Eligibility & Policy:
I. When your order/item(s) received is damaged or defective.
II. When your order/item(s) received is not what you have ordered.
Kindly inspect the item carefully upon delivery (to check if all criteria match as per your order). Returns are allowed if done within 24 hours.
- Unboxed returns attract a 15% fee after the lapse of the 24 hours subject to inspection of the goods.
- Boxed returns attract a 10% fee after the lapse of the 24 hours.
Defective items, items damaged at the time of receipt, and incorrect items received will be exchanged. Your shipping charges will be waived. When we receive your return, we will inspect the item and replace it. If the product is not found to be defective, shipping fees will apply and the order will be delivered back to you in the state it was returned.
To initiate the return of a defective item or a wrong delivery, you must contact us within 24 hours from the time you receive the item.