1. Where we deliver
Jambo Fashion House delivers across Kenya through courier partners, and offers pickup from our Nairobi store. Delivery fees and estimated timeframes depend on the delivery zone your address falls into. The zones below are the ones currently configured by the store and shown at checkout.
| Zone | Counties | Method | Fee | Estimated time |
|---|---|---|---|---|
| Store pickup | Store pickup | Free | 0 days (estimate) | |
| Nairobi delivery | Nairobi | Home delivery | KSh 300 | 1 day (estimate) |
| Nairobi metro (Kiambu, Kajiado, Machakos) | Kiambu, Kajiado, Machakos | Courier | KSh 450 | 2 days (estimate) |
| Rest of Kenya (courier) | All other counties | Courier | KSh 600 | 3 days (estimate) |
We do not currently ship outside Kenya. If you are abroad and would like to send a gift to someone in Kenya, you can order online and enter their delivery address.
2. Processing time
Orders are prepared for dispatch once payment has been confirmed (or, for pay on delivery, once the order has been confirmed with you). We aim to dispatch within [Confirm: processing time, for example one to two working days]. Orders placed after [Confirm: cut-off time], or on Sundays and public holidays, are processed on the next working day.
3. Delivery estimates are not guarantees
The timeframes shown on this page, at checkout and in your order confirmation are estimates based on the courier's usual performance for your zone. They start from dispatch, not from the time you place the order. Weather, road conditions, public holidays, peak seasons and events outside our control can cause delays. We will keep you informed, but we cannot guarantee a specific delivery date and are not liable for losses caused by delays outside our reasonable control.
4. Delivery fees
- The delivery fee for your zone is shown at checkout before you pay.
- Fees are per order, not per item, unless your order is unusually large or heavy, in which case we will contact you before dispatch to agree any additional cost.
- From time to time we may offer free or reduced delivery as a promotion. Promotional terms will be stated at the time.
5. Store pickup
Choose store pickup at checkout to collect your order from our Nairobi store at no charge. We will notify you when your order is ready. Please bring your order number and, for card or M-Pesa paid orders, the phone that received the confirmation. Orders are held for [Confirm: number of days] after the ready notification, after which they may be cancelled and refunded. Our address and hours are on the store page.
6. Pay on delivery
Pay on delivery is available in selected zones and lets you pay the courier in cash or by M-Pesa when your order arrives. [Confirm: zone restrictions and any order value limits]. Please have payment ready, and inspect the parcel before the courier leaves where possible. Orders that are refused without good reason may result in pay on delivery being unavailable for future orders.
7. Tracking your order
You can follow your order's progress on our track order page using your order number and the phone number or email on the order. Account holders can also see all their orders in their account. Where our courier provides a tracking reference, we share it with you when the order is dispatched.
8. Addresses, contact numbers and failed deliveries
- Please double-check your delivery address, landmarks and phone number. Couriers call before delivery, so an unreachable number is the most common cause of delay.
- If you need to change the address after ordering, contact us as soon as possible. Changes may not be possible once the order has been dispatched.
- If a delivery cannot be completed because the address was incorrect, nobody was available or the courier could not reach you, the courier will make [Confirm: number of attempts]. After that the parcel is returned to us. [Confirm: whether a redelivery fee applies and whether a refund is issued less delivery costs].
9. Damaged or missing items
If your parcel arrives damaged, or an item is missing, please contact us within [Confirm: number of days] of delivery with your order number and photos of the parcel and contents. We will investigate with the courier and arrange a replacement or refund in line with our returns and exchanges policy and refund policy.
10. Risk and ownership
Ownership of the goods passes to you once we have received full payment. Risk of loss or damage passes to you when the goods are delivered to the address you provided, handed to a person at that address, or collected from our store.
11. Wholesale deliveries
Bulk and wholesale orders may be shipped on different terms, including palletised or multi-carton consignments, agreed lead times and collection by your own transporter. These are set out in our wholesale terms and confirmed on your quote.
12. Contact
- Email: contact details to be confirmed
- Phone and WhatsApp: contact details to be confirmed
- Online: contact page
Legal review checklist
- Order processing time before dispatch, and the cut-off time for same-day processing
- Names of courier partners used and whether customers can choose a courier
- How long store pickup orders are held before being cancelled
- Number of delivery attempts made and what happens after a failed delivery
- Whether redelivery fees are charged for failed deliveries caused by the customer
- Pay on delivery zone restrictions and any order value limits
- Time limit for reporting transit damage or missing items
- Confirm the delivery zones, fees and estimated days in store settings are current