Kensoko | Shipping Policy

At Kensoko, we commit ourselves to providing exemplary service to all our customers. We work with reliable courier and parcel services so each order placed on our platform arrives safely and on time. This shipping policy governs the delivery of our orders and explains any related costs. For any clarifications, inquiries or questions, our friendly customer care agents are available round the clock.

Free Countrywide Deliveries on Kensoko

• In an effort to remain the best ecommerce service in Kenya, orders placed on Kensoko.com are delivered for free to any location within the capital city.
• Items to be shipped outside Nairobi will be shipped via G4S. The transport cost for such items is paid before the item is shipped.
• To retain the integrity of our marketplace, customers may be required to pay delivery fees for particular items. This fee counts as part of the order price and may vary depending on the item.

Just for perspective, a commitment fee of KES 4,500 for an order worth KES 4,500 means the order is fully paid for. You will therefore not be subject to any extra fees upon receipt of your item(s).

Same Day Deliveries

• Orders placed before noon are eligible for same day delivery within Nairobi and same day shipping outside the city. Those placed after noon will be delivered on the following day (within Nairobi) and shipped on the next day (outside the city).
• In the rare event that a delivery cannot be fulfilled, our logistics team will get in touch and arrange the fulfilment of the same on the next day.

Our Logistics Partners

Kensoko works with G4S Kenya to bring items purchased on our platform to you. As such, deliveries will be subject to terms, conditions and hours of operation of the two companies (Kensoko and G4S).

Returns

• Items purchased on Kensoko can only be returned if you receive a wrong item or if the product has a manufacturing defect. We do not offer returns based on change of mind. We ask that you be sure of the item you need before placing an order. If you need help deciding, reach us through +254 743 777000. We’d love help!
• Considerations can be made to swap an item with a similar one of the same or higher value provided the seal on the purchased item is unbroken. Kensoko reserves the right to approve or decline swap requests.
• Items returned for manufacturing defects are subject to manufacturer’s return policy, often included in your warranty card.

By placing an order on Kensoko, you agree to be bound by this shipping policy