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 LocationTimelines Costs
Within NairobiUsually within 2 hours after you checkout.Standard fee of ksh.500
Outside Nairobi (Nation wide) 1 to 2 Business daysStandard fee of ksh.500
East Africa (Uganda, Tanzania, Rwanda)2 to 7 Business daysVaries 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.

 

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