With a minimum purchase of Ksh 5,000, we offer free local delivery within 24 - 72 working hours within Nairobi.
A confirmation email will be sent when your order is received and another confirming that your order has been shipped. Some orders are shipped out in reused boxes and or recycled newspaper wrap.
We are not responsible for missing packages where address information has been incorrectly entered through the ordering process, or for packages damaged in transport. If delivery is unsuccessful, the package will be returned to the shop and delivery fee will not be refunded.
Shipping is calculated at checkout or separately depending on the location.
We will communicate with you directly if there is a delay in shipping your order.
Delivery costs are based on location and size of package to be delivered.
Orders totalling over 50kgs will have to be delivered by car and typically cost more.
Orders are typically processed and shipped out within 24 - 72 hours. We are a small team so shipping times may vary, but we try our best to get you your order as swiftly as possible.
For any questions you may have regarding shipping please contact us at firstname.lastname@example.org
We are currently reusing any boxes and packing materials that collect in the shop from product shipments. We are also using recycled paper and masking tape to seal boxes. We will reuse what we can find and hope to purchase very few new materials.
We will try to always include a note letting you know how the shipping materials should be disposed of.
Our brick and motor shop remains closed on public holidays but you can still place your order online. Orders placed online on public holidays will be processed on the next working day of the holiday and shipped within 24 - 72 hours of processing. You can reach us directly for special delivery date arrangements.
At this time, we are unable to offer direct shipping outside of Kenya. However we can organise delivery with a third party shipping company for you.
We want you to be totally satisfied with your purchase. We also understand that you may sometimes purchase or receive an item as a gift that’s just not right for you.
If that's the case, an exchange for store credit will be happily offered on unopened, unused and undamaged products within 7 days of purchase. Goods must be returned in sealed condition, with all original packaging. We do not accept returns of items from out bulk refill station.
We regret that we cannot offer cash refund or exchanges or credit on goods that have been opened or used. However, if you are not satisfied for any reason, please contact us and we will work with you to ensure that you are happy with your next shopping experience.
To return your product, you should send your product to:
ECANDI – Rosslyn Gates Centre, Limuru Road Nairobi and be indicate RETURN + #(Order/Sales number)
The customer is responsible for paying for their own shipping costs for returning an item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over Ksh 5,000, you should consider using a reliable and trackable shipping service or delivering the product yourself.
If you would like to return something you ordered, please respond to your order or shipping confirmation email (or email us at email@example.com from the email address on your account if applicable, with reference to your original order number) with a description of what you would like to return and why, and confirmation that it is unused and unopened, within 7 days of transaction completion*.
All return request must be accompanied with their original sales receipt.
We currently do not offer cash refunds. You will be instead issued with a credit note that can be used in store to purchase any product once we have received and inspected the returned item(s). We will deduct transaction charges before issuing the credit note where applicable. If an item is used or damaged, you will not be refunded for it.
If you would like to cancel your order, please contact us to let us know as soon as possible. If your order has not yet been dispatched, we may be able to issue a refund or credit note. We will deduct transaction charges before issuing the refund credit note where applicable. If the shipment is already on its way to you, we will have to go through the above return process and you will be issued with a credit note.
*Transaction Completion dates
Online orders with shipping: Transaction Completion date is the date we ship out the package, on which date the customer will get a shipping confirmation email from us.
Local delivery orders: Transaction Completion date is the date delivered.
Store pickup orders: Transaction Completion date is the date the order is picked up.
In store purchases: Transaction Completion date is the date purchased in store.