Shipping Policy

Order Processing

Orders are processed after payment has been successfully received and confirmed.

We generally aim to process orders within 1–2 business days. Processing times may be longer during weekends, public holidays, promotional periods, product launches, or periods of unusually high order volume.

Once your order has been processed and handed over to the delivery provider, you will receive the relevant delivery information where applicable.

Please note that order processing time is separate from delivery time.

Delivery Within Kenya

We currently offer delivery within Kenya.

Delivery times vary depending on your location, the availability of the item, and the courier or delivery service used.

As a general guide:

• Nairobi: approximately 1–3 business days
• Other major towns and cities: approximately 2–5 business days
• Other areas: delivery times may vary depending on accessibility and courier coverage

These timeframes are estimates and are not guaranteed delivery dates.

Some orders may arrive sooner, while circumstances such as courier delays, weather, public holidays, incorrect delivery information, or other unforeseen circumstances may result in delays.

Delivery Charges

Delivery charges are determined based on factors such as:

• Delivery location
• Package size and weight
• Delivery method
• Courier or logistics provider

The applicable delivery fee will be communicated or displayed before your order is completed, where applicable.

Any promotional free-delivery offers will be subject to the terms stated for that particular promotion.

Delivery Information

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

This includes:

• Full name
• Active phone number
• Delivery location
• Specific delivery instructions where necessary

Please ensure that someone is available to receive your order or respond to the courier when delivery is attempted.

Orli Finds is not responsible for delays, additional delivery charges, or failed deliveries resulting from incorrect or incomplete information provided by the customer.

Tracking Your Order

Where tracking is available, we will provide tracking information or relevant delivery updates once your order has been dispatched.

Some local delivery services may not provide a traditional tracking number. In such cases, delivery updates may be provided directly through phone, SMS, WhatsApp, or another available communication channel.

International Shipping

International shipping may be available for selected products and destinations.

International delivery times and costs vary depending on the destination, courier, customs requirements, and the nature of the product being shipped.

If international shipping is available for your order, the applicable shipping cost and available delivery options will be communicated before the order is completed.

Customs, Duties, and Import Charges

For international orders, the destination country may impose customs duties, import taxes, clearance fees, or other charges.

Any customs duties, import taxes, or additional fees imposed by the destination country are the responsibility of the customer unless otherwise stated at the time of purchase.

Orli Finds does not control these charges and cannot guarantee the amount or timing of customs processing.

Customers are encouraged to check their country's import requirements before placing an international order.

Delayed Deliveries

While we work with delivery providers to ensure orders arrive as expected, delivery times can sometimes be affected by circumstances outside our control.

These may include:

• Courier delays
• Severe weather
• Public holidays
• Road or transport disruptions
• Incorrect or incomplete delivery information
• Customs delays
• High-volume periods
• Events beyond our reasonable control

If your order appears to be significantly delayed, please contact us and we will do our best to assist and, where applicable, follow up with the relevant delivery provider.

Lost or Damaged Orders

We carefully package orders before dispatch. However, once an order has been handed over to a third-party courier, it is in transit and may be subject to circumstances outside our direct control.

If your order arrives damaged, incomplete, or with the wrong item, please contact Orli Finds within 24 hours of delivery and provide your order number along with clear photographs or videos of the item and packaging.

If your package is believed to have been lost during transit, please contact us as soon as possible so that we can investigate the matter with the relevant delivery provider.

Any resolution will be handled in accordance with our Refund & Returns Policy and the applicable courier procedures.

Failed or Undeliverable Deliveries

If a delivery cannot be completed because:

• The address provided was incorrect or incomplete;
• The customer was unavailable;
• The customer could not be reached;
• The customer refused the delivery; or
• The courier was unable to access the delivery location,

additional delivery charges may apply if another delivery attempt is required.

If an order is returned to Orli Finds after unsuccessful delivery attempts, we will contact the customer to determine the next steps.

Changes to Delivery Information

If you need to change your delivery address or other delivery details, please contact us as soon as possible after placing your order.

Once an order has been dispatched, we may not be able to change the delivery address or redirect the package.

Additional charges may apply where a change or redirection is possible.

Contact Us

If you have questions about your delivery, please contact Orli Finds using the contact information provided on our website.

We are always happy to help you track down your order and make sure your Orli Finds experience is as seamless as possible.