Delivery, returns and exchanges

Delivery

• Nairobi and its environs: orders placed and confirmed by 2pm, Monday to Friday, are delivered the same day by 7pm. Orders after 2pm, at the weekend or on a public holiday go out on the next working day.
• Outside Nairobi: we hand your order to a matatu courier on the day it is dispatched. It usually takes one to two working days to reach the courier office in your town, where you collect it with your ID and order number.
• Fees: the delivery fee depends on your area and is shown at checkout before you pay. It is not refundable once the order has been dispatched.
• Pickup: collect your order free from Kimathi House, 3rd floor, Room 303, G4, Nairobi CBD, Monday to Friday, 9am – 7pm. We hold orders for 14 days. After that we contact you, and unclaimed orders may be cancelled.
• Your details: please give a correct phone number and address. If a delivery fails because we cannot reach you or the address is wrong, a second delivery is charged again.
• Delays: riders and couriers sometimes run late because of traffic, weather or courier schedules. We will tell you when that happens, but we cannot refund delivery fees for delays outside our control.
• Deliveries only go out within working hours, Monday to Friday.

Check your order when it arrives

Please open and check your parcel when you receive it. If anything is damaged, missing or not what you ordered, tell us within 24 hours on WhatsApp (0703 367 002) with your order number and a clear photo of the product and packaging. Reports after 24 hours may not be accepted.

Returns and exchanges

• Damaged, faulty or wrong items that you report within 24 hours: we replace them at no cost to you, including delivery. If we cannot replace the item, we refund it. We may ask you to send the item back or show it to us first.
• Change of mind: you can exchange an unopened, unused product with its seal and packaging intact within 7 days of delivery or pickup, for another product or for store credit. Change-of-mind returns are not refunded in cash or M-Pesa, and you cover the delivery both ways.
• Cannot be returned or exchanged: any product that has been opened, used or had its seal broken (for hygiene and safety reasons); items bought on sale or with an offer code, unless faulty; and anything reported more than 7 days after you received it.
• Store credit is valid for 6 months from the date it is issued.

Sensitive skin and reactions

Every skin is different. We list ingredients on each product page and label; please read them and do a patch test on a small area before first use. If you react to a product, stop using it and see a doctor or pharmacist if needed. Because opened products cannot be resold, a reaction is not grounds for a refund, but do tell us so we can help you choose something else.

Cancelling an order

• Before your order is dispatched, you can cancel it for a full refund.
• Once it has been dispatched, it can no longer be cancelled. The return and exchange rules above apply instead.
• Orders that are not paid within 48 hours may be cancelled.
• If a price on the site is clearly wrong, or a product sells out after you order, we may cancel the order and refund you in full.

How refunds are paid

Approved refunds go back to the M-Pesa number or card you paid with, within 7 working days of approval. Delivery fees are refunded only when the mistake was ours.

Talk to us

Call or WhatsApp 0703 367 002, or email mycrownbykerubo@gmail.com, Monday to Friday, 9am – 7pm. Nothing in this policy limits your rights under Kenyan consumer law.