Shipping & Returns Policy

Shipping Policy

We work hard to get your orders to you as quickly as possible. Here is what you can expect based on your location:

Nairobi & Environs: Delivered within 24 to 48 hours.
- Delivery Hours: Monday to Saturday, 10:30 AM to 6:00 PM.
Rest of Kenya: Delivered within 2 to 3 working days.
International Shipping: Delivered within 7 working days after purchase.

At in essence, we want you to love your purchase. If an item doesn't fit, arrives damaged, or isn't what you ordered, we are here to help.

⚠️ To exercise your right of cancellation, you must submit a clear statement via email within 24 hours of receiving your delivery.

To be eligible for a return, exchange, or refund, your items must meet the following criteria:

Timeframe: Your email request must be timestamped within 24 hours of receiving your order.
Condition: Items must be unworn, unaltered, and in their original packaging.
Exclusions: For hygiene reasons, earrings cannot be returned. Sale items, personalized/custom goods, or items that are inseparably mixed with other goods after delivery cannot be returned unless they arrived defective or incorrect.

Please note: We are unable to offer exchanges on orders shipped outside of Kenya.

You must strictly follow these steps to process a return or cancellation:

Send the Mandatory Email: You must email us at connect@inessencenairobi.com within 24 hours of delivery. State your name, order number, and your explicit decision to cancel or exchange. An email notification is strictly required; returns will not be processed without it.
Await Approval & Instructions: Once your email is received and approved, we will send you the return address and specific shipping instructions. Do not ship items back without this approval.
Ship the Items: Securely pack the item. You are fully responsible for the cost and risk of the return shipment. We highly recommend using an insured and trackable delivery service. We cannot issue a refund or exchange without proof of delivery or actual receipt of the goods.

Once we receive and inspect your returned item, we will process your reimbursement.

Refunds are issued to your original method of payment.
You will not incur any processing fees for the reimbursement.
Gifts: If the item was marked as a gift when purchased and shipped directly to you, you will receive a digital gift credit. If it wasn't marked as a gift, the refund will be sent to the original buyer.

If you have any questions about your order, shipping, or returns, reach out to us at connect@inessencenairobi.com or visit our Contact Page.