DELIVERY
SHOP NANAJALA delivers purchased products to its clients within Kenya only. We cover all locations countrywide.
Nairobi deliveries: We normally take four (4) to forty-eight (48) hours to deliver goods within Nairobi (city) and its environs (This is normally a radius of 20 km from Nairobi CBD).
Upcountry deliveries: For upcountry orders we deliver within 3 working days. We use Wells Fargo couriers for the delivery services.
Kindly note that bulk orders may incur a higher delivery fee than the average price for smaller units.
All goods are packaged appropriately in carton archive boxes that are well labeled with the sender’s name as well as the name as indicated in the delivery details of the order.
RETURNS & EXCHANGES
We want you to be completely satisfied with your purchase. Most merchandise may be returned for a full refund (minus shipping costs) within 10 days of delivery for items purchased through our website. The product must be unused and in original packaging. Returns must be pre-authorized by contacting us at hello@shopnanjala.com or +254 (0) 724 567 990
Returns must be properly packed, original packaging is recommended and sent at the customer’s expense to The Nanjala Company Ltd, Attn: Returns, Edenville 1, Kiambu, PO Box 65007 – 00618, Nairobi, Kenya.
Please include the original packing slip with your return. Once we receive the package, we will credit the original form of payment within five business days. Your banking institution may take additional time to process and post the transaction to your account once they have received this information. Items that arrive to SHOP NANJALA damaged in any way will not be refunded.
* Examples of non-returnable items at SHOP NANJALA are sale items, furniture, rugs, custom-made, and special order items. These items cannot be returned, exchanged, or refunded. If you are unsure of whether or not an item is can be returned, please call us at +254 (0) 724 567 990 or feel free to email us at hello@shopnanjala.com.
EXCHANGES
To exchange an item, simply follow the return process and then place a new order. For inventory reasons, we do not currently offer straight exchanges.
ORDER CANCELLATION
Orders may only be canceled within 24 hours. Please email hello@shopnanjala.com if you wish to cancel your order. After twenty four (24) hours the order has been processed and may already be enroute to you and can no longer be cancelled. Sale items are an exception and cannot be canceled after placing the order.
DAMAGES / DEFECTS
Claims for damaged or defective items must be filed within two (2) business days of delivery. Please inspect your items immediately upon delivery. Any damages to packaging or products must be noted with us at the time of delivery for us to process a damage claim. Keep all damaged packaging materials including the box in which the shipment arrived along with all inside contents. If packaging materials are not kept we cannot process a damage claim with the carrier.
Claims must be reported immediately by calling us at +254 (0) 724 567 990 or email us on hello@shopnanjala.com Please provide images of the damaged products. Claims received after three (3) business days of delivery will not be processed.
For freight deliveries in particular, it is extremely important that you inspect the package at the time of delivery. If the box has any damage, or if there is any reason for you to be concerned about damage, please write “PACKAGING DAMAGED/INSPECTION NEEDED” clearly on the delivery slip that you are asked to sign. Failure to note such damages or potential for damage with the shipper at the time of delivery will limit or completely prevent SHOP NANJALA from processing a damage claim.
For damages on freight items please take photos of the packaging/product and send them to hello@shopnanjala.com within 48 hours. Failure to report damage promptly restricts and may completely prevent our ability to process your claim.
WARRANTIES
All products are covered by the warranty policies of their respective manufacturers. If you have questions about the warranty for a specific product, or if you have questions on how to make a warranty claim, please contact us.
SALES TAX
A 16.00% sales tax is inclusive on all orders. These are remitted to Kenya Revenue Authority (KRA), the is official agency charged with collecting revenue on behalf of the government of Kenya.
RECYCLING
Please note that SHOP NANJALA strives to recycle as much as possible when shipping. This means that, when possible, orders arrive in a box that has been appropriated from a previous shipment and that packing materials such as bubble wrap, tissue, popcorn, gunny sack bags etcetera may also be reused. However, we also ensure that the packing is of good quality and as much as possible recyclable and biodegradable. We appreciate any effort that you too can make to reuse our shipping materials and/or recycle them.