Shipping policy

This Shipping Policy describes how and when we deliver orders placed through our online store. By placing an order, you agree to the terms set out in this policy.

 

1. Order Processing

Orders are processed on business days, which are Monday to Friday, excluding Kenyan public holidays. Orders placed before 12:00 noon EAT will generally be processed on the same business day. Orders placed after 12:00 noon or on non-business days will be processed on the next business day. Processing means confirming, packing, and handing over to the courier, and does not include transit time.

 

2. Delivery Areas

We currently ship to the following areas:

•       Nairobi and surrounding areas

•       Major towns within Kenya including Mombasa, Kisumu, Nakuru, Eldoret, and Thika

•       Select rural areas within Kenya through partner courier networks

We also offer international shipping to select countries. International availability and rates are shown at checkout. If your delivery location is not supported, contact us and we will advise on available options.

 

3. Delivery Timeframes

Estimated delivery times are as follows:

•       Nairobi: 1 to 2 business days after processing

•       Other major towns in Kenya: 2 to 4 business days after processing

•       Rural areas within Kenya: 4 to 7 business days after processing

•       International destinations: 7 to 21 business days after processing

These are estimates only and not guarantees. Delays may occur due to weather, carrier disruptions, customs clearance for international shipments, or events beyond our control. We will communicate significant delays as soon as we are aware of them.

 

4. Shipping Charges

Shipping charges are calculated at checkout based on the delivery location, weight of the order, and selected shipping method. We may offer free shipping on orders that meet a qualifying minimum value, which will be displayed prominently on our website. Shipping charges are non-refundable except where a return is due to our error.

 

5. Order Tracking

Once your order is dispatched, you will receive a shipping confirmation by email or SMS containing a tracking number and a link to track your delivery. Tracking information may take up to 24 hours to become active on the carrier's system. If you do not receive a tracking notification, check your spam folder or contact us.

 

6. Delivery Attempts and Failed Deliveries

Our delivery partners will make up to 2 delivery attempts. If delivery cannot be completed, a notification will be left with instructions to arrange re-delivery or collection from a designated pick-up point. If you do not collect or arrange re-delivery within 7 days of the notification, the parcel may be returned to us. Re-delivery charges may apply for subsequent delivery attempts.

 

7. Risk and Ownership

Risk in the goods passes to you upon delivery to the address you provided. Ownership of the goods passes to you once we receive full payment.

 

8. Damaged or Lost Shipments

If your order arrives damaged, photograph the damage before opening or discarding any packaging and contact us at Info@euroeastcoastsupply.co.ke within 48 hours of delivery. If your order does not arrive within 5 business days of the estimated delivery date, contact us and we will investigate with the carrier. We will replace or refund orders confirmed as lost in transit at no cost to you.

 

9. International Shipments

For international orders, customs duties, taxes, and import fees are the responsibility of the recipient and are governed by the laws of the destination country. We are not responsible for delays caused by customs processing. We will provide accurate commercial invoice documentation with each international shipment to facilitate customs clearance.

 

10. Address Accuracy

You are responsible for providing an accurate and complete delivery address at checkout. We are not liable for non-delivery or misdelivery resulting from an incorrect or incomplete address. If you identify an error in your delivery address after placing an order, contact us immediately. We will attempt to correct the address before dispatch but cannot guarantee changes can be made once the order is in transit.