Please have a look at our frequently asked questions.
Please have a look at our frequently asked questions.
Do you have a physical location?
Yes! We are so excited to have a brick-and-mortar Eco store located at Rosslyn Gates Centre, Limuru Road, Nairobi, Kenya. If you’re in the area, we would love for you to stop by and visit! For more information, please visit our contact us page.
What are your opening hours?
ECANDI Eco Online Shop is Open 24/7
Our physical shop is open, Monday to Saturday 9am-5pm and closed on Sundays & Public Holidays.
All online orders are processed and dispatched within these hours.
Are you open during the lockdown?
Yes, we are open during the lockdown. We also have curbside pickup, delivery, and shipping if you order from home!
What are your COVID-19 protocols?
Customers must wear a face mask that covers their mouth & nose at all times. Individuals who are unable to wear a face mask due to a medical condition must wear a face shield. We also offer curb side pickup & delivery as an option to all customers.
- Mask Up – Masks are required for in-store shopping. Ensure the mask covers your mouth and nose.
- Hand sanitiser: You will be required to sanitize your hands as you enter the shop, before touching any products.
- Distance: Keep 1.5 metres distance from our team and other people in store. There will be a marked line in front of the front counter for you to stand behind during the check in / check out process.
- Payment: No cash accepted. Pay via card or Mpesa.
- Delivery & Pickup: We will be continuing our online pick-up and delivery service for your convenience.
- 6 pax. Limited number of customers in store: Please wait outside if necessary.
How do you select brands and products?
We are committed to building relationships with our supplier’s. We handpick and test each product ensuring it conforms to our strict standards before listing it in our store. We only work with brands that share the same vision and are committed to environmentally sustainable practices, exercise transparency in all stages of production, and support community development.
If you are interested in selling your products at ECANDI, click here.
What if I don’t see something I am looking for?
If you do not see a product you are looking for, please send us a message or talk to us in person. We are always looking for ideas to help make your experience better!
How can I stay up-to-date with ECANDI news, products and offers?
Follow us on social media and subscribe to our newsletter. Links are at the bottom of our site, you can also visit our blog.
Orders & Returns Information
What’s the status of my order?
Once you’ve received your shipping confirmation email you can click on tracking number and see the status of your delivery. It may take a few hours for tracking updates to appear. If you have any questions about the status of your order, please reach out to our sales team directly.
How can I edit my shipping address after I already placed an order?
If your order is shipping to an incorrect address, please contact Customer Service right away at firstname.lastname@example.org
What is the processing time for orders?
Processing time is typically 12 -24 hours. Keep in mind, processing time may vary depending on sales, promotions, and holidays.
What if my order is a gift?
Please add a note to your order with a message you want us to include or ‘NO INVOICE’ if you don’t want a copy of the order included in the package. If you have processed your order and not specified that your order is a gift, please email our team on email@example.com with your order number and we will see what they can do to help!
Do You Gift Wrap?
Yes! It’s free too! Just leave a note in your order at check out. Gift wrapping is done with plain brown kraft paper or recycled newspaper and flax twine. We can also include a little hand written note. Just leave all the details in the Note Box during check out.
What if I need to change or cancel my order?
Once an order is placed, if you’d like to add on products, please send us an email at firstname.lastname@example.org. If you need us to cancel an order, please reach out to Customer Service right away and be sure to include your order number in your request. Once an order has been dispatched, we are unable to cancel the order until it is returned to us. Read return full terms here.
What is the return & refund policy?
If there are any issues or you are unhappy with your order for any reason please do not hesitate to contact us at email@example.com and we’ll get back to you ASAP with a solution. 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 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 experience.
Due to the nature of some of our products there are many that we are unable to accept back due to hygiene reasons, so please contact us to discuss it before you send products back to us.
You can see our full return policy here
What payment options do you accept?
We accept payments via major credit/debit card and local Mobile Money transfer.
Why is my card declined?
If you have problems completing the payment, it is usually due to your bank not allowing your credit card to buy from other countries online. We recommend talking to your bank as they are able to help you unlock your card.
Can I use more than one promotional code?
No. Our system only allows for 1 discount code per order.