Frequently Asked Questions
Quick answers to what people ask us most. Still stuck? WhatsApp us on 0740 922 861.
How do I order?
Add items to your basket and tap "Send order on WhatsApp", or tap "Order on WhatsApp" on any product. The message opens ready to send to 0740 922 861 and we reply to confirm stock, delivery cost and timing.
Do I pay before delivery?
Within Nairobi you can pay on delivery with M-Pesa or cash after checking your item. For courier orders outside Nairobi we may ask for payment before dispatch.
How fast is delivery?
Same day within Nairobi for orders confirmed before 3:00pm on a working day. Outside Nairobi, typically 1–3 business days by courier.
Can I collect from the shop?
Yes — collection is free from New Alnoor Exhibition, Shop 7, Second Floor, Taveta Road, Nairobi CBD. Let us know you are coming so your item is ready.
Are your products genuine?
Yes. New items are sealed, genuine stock with a 12-month brand warranty. Refurbished items are tested and sold with a warranty stated on the product and receipt.
What if something is faulty?
Tell us within 7 days of delivery. Once we confirm the fault you choose a replacement or a full refund.
Can I return something I don't want?
Sealed, unused items can be returned within 14 days of delivery for a refund.
When is the shop open?
Mon – Fri: 9:00am – 7:00pm · Saturday: Closed · Sunday: 11:00am – 4:00pm.