Shipping and delivery
We are proud to offer shipping all across Kenya, and with free shipping within Nairobi, what more can you ask for? Nothing means more to us than bringing our customers great value and service at affordable prices.
How do you ship packages?
We ship from our shop in Nairobi. We use third party delivery services to get the package to you. However, we guarantee you quality of your package and you get your money back in case your package does not arrive in good quality.
Do you ship across the country?
Yes. We provide free shipping to all across Kenya. However, there are some locations we are unable to ship to. If you happen to be located in one of those locations we will contact you. We offer free shipping within Nairobi if you order more than KSh. 1,000.
What about quality?
We source our products from the US and the UK meaning you get the highest quality at affordable prices.
How long does shipping take?
Shipping time varies by county. These are our estimates:
| Location |
*Estimated Shipping Time |
| Nairobi and its environs |
Same day delivery if you order before 2pm |
| Nairobi and its environs |
Next day delivery if ordered after 2pm |
| Mombasa, Kisumu, and Eldoret |
2 - 3 days |
| Other towns |
3 - 4 days |
*This doesn’t include our 1 day processing time.
Do you provide tracking information?
Where possible, you will receive an email with tracking information once your order is shipped but sometimes, tracking is not available. You can always call us to find out about your shipment using our number - 0780 456 853.
My tracking says "no information available at the moment".
If you have any other questions, please contact us and we will do our best to help you out.
Refunds & returns policy
Order cancellation
All orders can be cancelled before they are shipped. If you have paid for your order and you need to make a change or cancel an order, you must contact us within 4 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- You do not receive them within the guaranteed time (5 days not including 1 day for processing)
- You receive the wrong item
- You do not want the product you have received (but you must return the item at your expense and the item must be unused)
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- Your order does not arrive due to exceptional circumstances outside our control (e.g. delayed by a natural disaster)
- Other exceptional circumstances outside the control of ziva.co.ke
*You can submit refund requests within 15 days after the guaranteed period for delivery (5 days) has expired. You can do it by sending a message on page.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorize you to do so.
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