Frequently asked questions
You can order through our website, live chat, or by contacting us via WhatsApp or phone at +254 704 595 805.
We accept card payments, PayPal, cash on delivery (for orders within Nairobi only) and MPesa.
Yes! To change or cancel an order, please call or WhatsApp us at +254 704 595 805 as soon as possible.
Nairobi: 3-5 days
Countrywide in Kenya: 5-7 days
International shipping: 10-14 days (via DHL)
Yes! We ship internationally using DHL
Shipping costs vary and will be calculated at checkout.
Not at the moment, but we are working on offering this option in the future.
We carefully review each brand before listing their products to ensure they align with our sustainability standards. Every product is also tagged to indicate whether it is:
Sustainable – made from recycled, upcycled, or eco-friendly materials
Ethical – produced under fair wages and good working conditions
Made in Kenya – locally designed and produced
Yes! Items that can be customized or made-to-order are clearly labeled in the product descriptions.
Since custom-made items are created specifically for you, we do not offer full refunds. However, if the product doesn’t meet your needs, you can return it for further customization or adjustments.
Returns should be initiated within 14 days on receiving the items. Items must be in their original condition and unused. Exchanges or refunds are processed within 5-7 business days of receiving the returned item.
Yes, we prioritize exchanges first. If an exchange is not possible, we offer a refund as a last option.
You can reach us via:
Phone/WhatsApp: +254 704 595 805
Live Chat: Available on our website
Instagram DMs: @shopecotribe.com
Not yet! We are currently online-only as we work on setting up a physical location.