Shipping & Returns
Shipping Policy
We offer free ground shipping on orders of 10000 Ksh or more within Nairobi.
For shipments outside of the Nairobi, shipping rates will apply.
Free shipping does not apply to wholesale or international orders.
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International Orders outside of Kenya
International orders shipped from Kenya generally take 7 business days and time to pass through customs.
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We process online orders Monday through Saturday.
Orders placed after 5:00 pm Monday through Friday, and 12:00pm EAT on Saturdays will not be processed until the following business day.
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We do not ship on Public Holidays and orders placed on Public Holidays will be processed the next business day.
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We will notify you regarding your shipment to the email provided during your purchase along with your shipping confirmation as soon as your purchase has been shipped, which will allow you to track the status of your shipment.
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Shipping costs are determined and dependent upon your delivery location and the weight or dimensions of your package.
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All international orders may be subject to applicable duties, taxes and other fees imposed by the buyer’s country.
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Missing Items/Orders:
If your tracking number shows that your package was delivered but you have not received it, contact us at info@mahalikwako.com within 3 days of the delivery date so we can follow up with the shipment carrier.
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Be sure to include your order number and carrier tracking number in your message. Mahali Kwako is not responsible for stolen packages.
Return & Exchange Policy
Refunds or exchanges on all products including yoga mats are only offered within 15 days from the date of the purchase for unused and unopened items less shipping and restocking fees. If 15 days have passed since the purchase, we cannot offer you a refund or exchange.
Additional non-returnable items:
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Gift cards
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Items marked “final sale” at the time of checkout.
All returns require a receipt or proof of purchase.
Refund
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
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 the original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@mahalikwako.com
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Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
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Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@mahalikwako.com and we will get back to you within 24hours.
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If you have any other questions, please feel free to reach out to use directly at info@mahalikwako.com
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