Shipping & Returns

Delivery

Nairobi

Same-day delivery is available for orders confirmed and paid before mid-afternoon, subject to rider availability. Orders placed later are delivered the next working day. Share your location in the chat and we will quote the exact cost before dispatch.

Rest of Kenya

We send countrywide by courier. Delivery typically takes one to three working days depending on your location and the courier's schedule. We will share the tracking or waybill details with you once the parcel is sent.

Collection

You are always welcome to collect from the shop at Twilight Plaza, Shop F3-09B, Tom Mboya Street,Nairobi, during opening hours (Mon–Sat, 9:00–18:00 EAT). Collection is free and lets you test products on your own skin first.

Delivery charges

Charges vary by location and order size. We confirm the total — products plus delivery — in the chat before anything is dispatched. There are never surprise charges added afterwards.

Payment

We accept M-Pesa and cash on collection. For deliveries, payment is confirmed before dispatch. We will always send you a summary of what you are paying for before you send anything.

Returns & exchanges

Unopened products

Unopened products with seals intact may be returned or exchanged within7 days of purchase or delivery, with proof of purchase. The product must be in its original packaging and in resaleable condition.

Opened products

For hygiene and safety reasons we cannot accept opened skincare back, unless the product is faulty, was damaged in transit, or is not what you ordered.

Damaged, faulty or incorrect orders

Please message us within 48 hours of receiving your order, with a photo of the item and its packaging. We will replace the product or refund you in full, including delivery. That is our mistake to fix, not yours.

If a product irritates your skin

Stop using it and tell us. We cannot take opened products back, but we will talk through what happened and help you find something more suitable. We would far rather hear about it than have you quietly give up on your routine.

This is why we ask everyone to patch test: apply a small amount behind the ear or on the jawline for three consecutive days before using anything new on the whole face.

Cancellations

Orders can be cancelled free of charge any time before dispatch. Once a parcel has left with a courier, the standard returns terms above apply.

Your statutory rights

Nothing in this policy affects your rights under Kenyan consumer protection law, including the Consumer Protection Act, 2012.

Questions about this policy? Message us on WhatsApp or emailhello@lianaluxeglow.com.