Shipping policy

At Amersys Collections, we aim to provide clear and reliable shipping information so customers know what to expect when placing an order.

This Shipping Policy explains our shipping area, processing times, delivery estimates, shipping charges, order cut-off time, and procedures for delivery-related issues.

1. Shipping Area

Amersys Collections currently ships within Kenya only.
We do not currently offer international shipping.
Orders must be placed using a valid and serviceable delivery address within Kenya.
Free store pickup is also available at our store in Nairobi (see Section 2A).

2. Shipping Method and Delivery Time

Our current standard shipping option is:

Shipping Method	Processing Time	Transit Time	Estimated Total Delivery Time	Shipping Cost
Standard Shipping	1–2 business days	3–5 business days	4–7 business days	KSh 400

The estimated total delivery time includes both order processing and transit time.

Delivery estimates are provided as guidance and are not guaranteed delivery dates.

2A. Store Pickup

Pickup location: Shop A1, 5th Floor, Kenya Cinema Plaza, Moi Ave, Nairobi, Kenya

Cost: Free

Pickup hours: Monday to Friday, 9:00 AM to 6:00 PM; Saturday, 9:00 AM to 4:00 PM (EAT). Closed on Sundays and public holidays.

You can choose “Pickup” at checkout. Once your order is ready, we will notify you by email. Pickup orders are usually ready within 1 hour during opening hours. Please bring your order number when you collect your order.

Payment for pickup orders is made in cash when you collect your order.

3. Order Processing Time

Orders are generally processed within 1-2 business days after the order is placed and confirmed.

Business days are Monday through Friday, excluding public holidays in Kenya.

Order processing may include:

Order verification (we may contact you to confirm your order).
Order confirmation.
Product preparation.
Packaging.
Handover to the applicable courier or delivery provider.

Processing time is separate from the shipping or transit time stated above.

4. Order Cut-Off Time

Our standard order cut-off time is:

2:00 PM East Africa Time (EAT), Monday to Friday

Orders placed before 2:00 PM EAT will generally begin processing on the same business day.

Orders placed after 2:00 PM EAT will generally begin processing on the next business day.

Orders placed on weekends or Kenyan public holidays will generally begin processing on the next available business day.

Beginning processing on a particular day does not guarantee same-day dispatch. Our standard 1–2 business day processing time still applies.

5. Shipping Charges

Our standard shipping charge within Kenya is:

KSh 400 per order

The applicable shipping charge will be displayed during checkout before the customer completes the purchase.

If we introduce additional shipping methods, promotional shipping rates, or other delivery options in the future, the applicable cost and delivery estimate will be displayed at checkout.

6. Delivery Address

Customers are responsible for providing accurate and complete delivery information when placing an order.

Please ensure that the following details are correct:

Recipient name.
Phone number.
Delivery address.
Town, city, or area.
Any relevant delivery instructions.

If you notice an error in your delivery information after placing an order, please contact us as soon as possible.

We will make reasonable efforts to update your information before dispatch, but changes cannot be guaranteed once processing or delivery has begun.

7. Delivery Attempts

The courier or delivery provider may contact you using the phone number provided with your order to arrange or complete delivery.

Customers should ensure that they or an authorised recipient are reasonably available to receive the order.

If delivery cannot be completed because:

The recipient is unavailable.
The delivery address is incorrect or incomplete.
The customer cannot be contacted.
Access to the delivery location is unavailable.

Additional delivery arrangements or charges may apply where appropriate.

Payment for delivered orders is made in cash to our delivery rider when the order is delivered. Please have the exact amount ready where possible.

8. Delivery Delays

Although we make reasonable efforts to deliver orders within the estimated timeframe, delays may occasionally occur due to circumstances outside our reasonable control.

These may include:

Courier or delivery service delays.
Severe weather.
Traffic disruptions.
Public holidays.
High order volumes.
Supply or logistical disruptions.
Security restrictions.
Incorrect or incomplete delivery information.
Other unforeseen circumstances.

Where we become aware of a significant delay affecting your order, we will make reasonable efforts to provide available information or assistance.

9. Order Tracking

Where tracking information is available, it may be provided through:

Email.
SMS.
Another applicable communication method.

Tracking availability may depend on the courier or delivery provider used for your order.

Please allow reasonable time for tracking information to update after your order has been dispatched.

10. Damaged, Defective, Incomplete or Incorrect Orders

Please inspect your order as soon as possible after delivery.

If your order arrives:

Damaged.
Defective.
Incomplete.
With missing items.
Different from what you ordered.

Please contact us as soon as possible and within the applicable 7-day period stated in our Return & Refund Policy.

We may request your order details together with photographs, videos, or other reasonable evidence showing the issue.

We will review the matter and provide appropriate assistance in accordance with our Return & Refund Policy.

11. Missing or Undelivered Orders

If your order has not arrived within the expected delivery timeframe, please contact us.

We may request:

Your order number.
Customer name.
Delivery address.
Phone number.
Tracking information, where available.

We will review the available delivery information and, where appropriate, coordinate with the applicable courier or delivery provider.

Occasional delivery delays may occur, so an order should not automatically be considered lost solely because the estimated delivery date has passed.

12. Incorrect Delivery Information

Amersys Collections cannot guarantee successful delivery where incorrect, incomplete, or outdated delivery information has been provided by the customer.

If an order is returned or requires redelivery because of incorrect information supplied during checkout, additional delivery charges may apply where reasonable.

Please contact us as soon as possible if you discover an error in your delivery details.

13. Order Changes and Cancellations

If you wish to change or cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate changes or cancellations before the order has been processed or dispatched.

Once an order has been dispatched, we may no longer be able to cancel or redirect it.

Where applicable, the order may need to be handled under our Return & Refund Policy after delivery.

14. Shipping Restrictions

We currently deliver only to eligible locations within Kenya.

In some circumstances, delivery may not be available to a particular location due to:

Courier coverage.
Accessibility.
Security restrictions.
Logistical limitations.

If we are unable to deliver to the address provided, we will contact you to discuss available options.

If no suitable delivery arrangement can be made, we will cancel the order, and no payment will be due.

15. Return Shipping

Return shipping arrangements are governed by our Return & Refund Policy.

Where a return is caused by an eligible defective, damaged, incomplete, or incorrectly supplied product, Amersys Collections will provide appropriate return instructions and will be responsible for reasonable return delivery costs where applicable.

For eligible change-of-mind returns, the customer is responsible for applicable return delivery costs.