Deliveries within Nairobi

We strive to fulfill deliveries within Nairobi on the same day for orders placed before 2 PM, while those placed after 2 PM are typically fulfilled the next day.

Deliveries outside Nairobi and international

Orders placed by 2:00 PM, will be dispatched the same day. Orders placed after 2:00 PM will be dispatched the following day. 

Shipping costs are borne by the customers and picked at checkout varying by location. While we aim for timely deliveries, we are not liable for delays caused by couriers, customs, or unforeseen circumstances.

Once your order has been confirmed and processed, you will receive regular updates on its status via email. If you have any concerns about your order status, our customer support team is available to assist with follow-ups.

Customers can request a return within 48 hours of after delivery. Exchanges are preferred, but refunds can be issued upon request. Refunds are issued via the original payment method.

Returns may be denied if:

• The returned item is used or damaged (unless defective).
• The return request exceeds 48 hours.
• The item is made-to-order, which is only eligible for further customization, not refunds.
• The product seal, tags, or original packaging is missing or tampered with.
• The return is due to a change of mind rather than a defect or incorrect item received. 

The Customer will cover return shipping costs if the return is due to personal reasons including but not limited to, a change of mind or selecting the wrong size/color.

To initiate a return or exchange, please fill in the Return Request Form

In the event that a delivery attempt fails, we will make one more delivery attempt. If the package still cannot be delivered after two attempts, we will initiate the appropriate actions, such as offering you a refund (if applicable). Please ensure that someone is available at the provided delivery address to receive your order.

At Shop EcoTribe, we take great care to ensure that your orders are delivered safely. However, in the rare event that your package is lost or damaged during transit, we will work closely with our logistics partners to locate and recover the package if lost. If the package cannot be located or recovered or if the package was damaged on transit, Shop EcoTribe will issue a full refund for the lost or damaged items. We will also notify you promptly and ensure the situation is handled with the utmost priority.