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The Velvet Glow

Shipping & Returns

Fast, transparent shipping across Kenya and East Africa — report damaged or incorrect orders within 7 working days for a swift resolution.

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Mon–Fri, 9am–5pm EST • Response within 24 business hours

soft marble and velvet textures

Kenya — Fast & Local

  • Nairobi Standard: KES 300 • Next business day
  • Nairobi Express: KES 500 • Same-day (order by 1:00 PM EAT)
  • Upcountry Courier: KES 450 • 2–4 business days
  • Free shipping on orders over KES 6,000 (Kenya)
See full shipping table

East Africa & International

  • East Africa: Uganda • Tanzania • Rwanda — standard courier times, fees vary
  • International: Select global markets via express courier. Duties and taxes may apply.
  • International fees calculated at checkout.
How international shipping works

Returns & Damaged Items

Report damaged, defective, expired, or incorrect orders within 7 working days of delivery.

Sealed-product returns accepted when product seal is intact.

Refunds to original payment method within 7–10 business days after approval.

Start a return

Shipping Options & Fees

Choose the option that fits your timeline. Tracking details emailed on dispatch.

Shipping fees and estimated delivery times
Zone Service Fee Estimated Delivery
Kenya Nairobi Standard KES 300 Next business day
Kenya Nairobi Express KES 500 Same-day (order by 1:00 PM EAT)
Kenya Upcountry Courier KES 450 2–4 business days
Kenya Free Shipping KES 0 Orders over KES 6,000 (Kenya)
East Africa Regional Courier Varies 3–7 business days
International Express Courier Calculated at checkout Variable (duties may apply)

Tracking: Tracking number & courier details are emailed on dispatch.

Returns & Refunds — What to expect

We inspect each return quickly to get you a resolution. Please follow these steps to help us help you.

  1. Report: Email [email protected] within 7 working days of delivery. Include order number, photos of damage, and preferred resolution (refund, exchange, or store credit).
  2. Inspect: Our Customer Care will respond within 24 business hours with a return authorization and instructions.
  3. Ship: For approved returns, we will provide the return address and instructions. Customers are responsible for return shipping unless the item is damaged/incorrect.
  4. Refunds: Processed to the original payment method (M-Pesa or bank) within 7–10 business days after inspection approval.
  5. Sealed-product returns: Unopened and sealed products are eligible per policy.
Report damaged or incorrect orders within 7 working days.

Claims for damaged, defective, expired, or incorrect items must be reported within 7 working days; otherwise, returns are evaluated case-by-case.

Frequently asked questions

How long does delivery take in Nairobi?
Nairobi Standard: next business day (KES 300). Nairobi Express: same-day if ordered before 1:00 PM EAT (KES 500).
Do you offer free shipping?
Yes — free shipping on orders over KES 6,000 (Kenya only).
How do I report a damaged or incorrect item?
Email [email protected] within 7 working days of delivery with photos and order number. Customer Care responds within 24 business hours.
When will I receive my refund?
Refunds issued to the original payment method within 7–10 business days after return inspection and approval.
Do you ship internationally?
Yes — select international markets via express courier. Fees calculated at checkout; duties and taxes may apply and are customer responsibility.

Contact Customer Care / Start a Return

Use this form to report damaged items or ask shipping questions. Expect a reply within 24 business hours.

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Free shipping in Kenya on orders over KES 6,000 • Tracking emailed on dispatch

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