Packaging

Is packaging available for perfumes and bags?

Yes, packaging is provided for perfumes. Gift bags can also be added with each perfume upon request.

Discounts & Gift Cards

Can discount codes be used with ongoing offers?

Discount codes may be applied together with promotions, depending on the type and conditions of the coupon.

Can gift cards be used with special offers?

Yes, gift cards can be used with special offers.

How can I check the terms and conditions or minimum purchase requirements of a coupon?

You can view the coupon terms and conditions by entering the coupon code in the discount field before completing the checkout process.

Returns

What is the return process for online store orders?

You can submit a return request by contacting customer service via WhatsApp. A courier representative will collect the products. Once received and inspected, the return will be processed within 7–14 days, with applicable fees deducted.

How can I submit a return or exchange request?

You can easily submit your request by contacting customer service or by clicking the return request link provided on the website.

Exchanges

How can I exchange an online order?

You can request an exchange by contacting customer service via WhatsApp to receive return instructions. The items will be collected, and once verified, the exchange will be processed. A replacement fee may apply.

Can I exchange online orders at physical branches?

Currently, exchanges through physical branches are not available.

Refunds

How will my refund be processed?

Refunds depend on the payment method used:

  • For Buy Now Pay Later services (such as Tabby or Tamara), the order will be canceled through the service provider, and the refund will be processed accordingly.
  • For card payments, refunds are processed within 7–14 business days, depending on your bank’s policy.

International Orders

Can I exchange or return international orders?

Currently, exchange and return services are not available for international orders once delivered.

Warranty

Is there a warranty on perfumes?

Yes. We offer a satisfaction guarantee, allowing you to exchange the perfume or request a refund if you do not like the scent or if there is a manufacturing defect.

What if my order arrives damaged or incorrect?

We fully cover return costs in the following cases, provided the request is made within 30 days of receiving the order:

  • The product arrived damaged
  • The wrong product was received
  • One or more items were missing
  • Extra items were included in the order

Delivery & Shipping

How long does delivery take and what are the shipping costs?

Within Kenya:

  • Delivery time: 1 to 4 business days

International delivery:

  • Delivery time: 7 to 10 business days

Shipping costs:

  • Local and regional shipping fees vary based on location
  • International shipping costs depend on the destination country
Are international customs fees applicable?

Yes, customs duties may apply depending on the destination country’s regulations and are the responsibility of the customer.

Orders for Another Recipient

What is the return process for online store orders?

You can submit a return request by contacting customer service via WhatsApp. A courier representative will collect the products. Once received and inspected, the return will be processed within 7–14 days, with applicable fees deducted.

How can I submit a return or exchange request?

You can easily submit your request by contacting customer service or by clicking the return request link provided on the website.