Terms & Policies
🚚 Shipping Policy
Processing Time
Orders are processed within 24 hours (excluding weekends and holidays) after payment confirmation. You’ll also receive a confirmation email .
Delivery Time
Nairobi (Same-Day/usually within 2 hours):
Orders placed before 6 PM may be delivered the same day. Others are delivered the next day.Outside Nairobi (Kenya-wide):
Delivery takes 1–3 business days via reliable couriers.East Africa (UG, TZ, Rwanda):
Delivery takes 3–7 business days. Tracking details are shared via email or WhatsApp.
Delivery Charges
Nairobi: From KES 500
Kenya-wide: From KES 500
East Africa: Calculated at checkout or confirmed via WhatsApp.
| Customer Location | Timelines | Costs |
| Within Nairobi | Usually within 2 hours after you checkout. | Standard fee of ksh.500 |
| Outside Nairobi (Nation wide) | 1 to 2 Business days | Standard fee of ksh.500 |
| East Africa (Uganda, Tanzania, Rwanda) | 2 to 7 Business days | Varies by country (costs passed on to the customer |
Delivery Partners
We work with trusted courier services including G4S, Fargo Courier, and any other Courier Company the client may prefer.
Order Tracking
Once your order ships, you’ll receive a tracking number and updates via SMS, WhatsApp, or email.
Delays
While we strive for timely delivery, delays may occur due to weather, public holidays, or courier issues. We’ll notify you promptly in such cases.
Our Refund Policy
We want you to love what you ordered! If there’s an issue, we’re here to make it right.
Returns
Due to the nature of our products, we do not accept returns on used perfumes. However, you may return:
Unopened, unused items
Within 48 hours of delivery
With the original receipt and packaging intact
Customer bears the return shipping cost unless the return is due to our error.
Refunds
We offer refunds or exchanges only if:
You received a wrong item
The product arrived damaged
The product is out of stock and you choose not to wait
Refunds are processed via M-Pesa or bank transfer within 3–7 business days after we receive the item back.
Non-Refundable Items
Items purchased on sale or promotion
Opened or used perfumes
Gift cards
How to Request a Return or Refund
Contact us on WhatsApp: [+254799326938] or email us at receptionoffice@perfumeplugkenya.com with your order number and issue.
