We strive to fulfill Nairobi deliveries on the same day for orders placed before 2 PM, while those placed after 2 PM are typically fulfilled the next day. Orders outside Nairobi are aimed for next-day delivery, and international orders are shipped within 48 hours. Shipping costs are fixed and displayed at checkout— you can refer to our Shipping Costs Page for detailed rates. While we work tirelessly to ensure timely deliveries, we are not liable for delays caused by merchants, their couriers, or unforeseen circumstances. However, we will assist in following up to facilitate a smooth process.

Once your order has been confirmed and processed, you will receive updates on its status. Customers can track their orders through updates sent via SMS, WhatsApp, or 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 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

Due to their customized nature, made-to-order items are not eligible for returns unless the product is defective, incorrect, or significantly different from the agreed specifications. In such cases, the customer must raise a return request within 48 hours of receipt. Any extra modifications beyond the initial request will incur additional costs.

While we work with trusted merchants to ensure smooth deliveries, Shop EcoTribe is not liable for lost or damaged packages during transit. If your order arrives damaged or does not arrive within the expected timeframe, please contact our customer support team immediately. We will assist in coordinating with the merchant to investigate the issue and seek a resolution. In cases of damage, customers may be required to provide photos as proof. Refunds or replacements are subject to our policies and will be handled on a case-by-case basis.

For any order or delivery-related issues, please contact us first. We will handle claims directly with the merchant(s) and their shipping providers making the process hassle-free for you.

If you have any questions or need assistance with your delivery, shipping, or return, please reach out to us:

📞 Phone/WhatsApp: +254 704 595 805

📧 Email: shopecotribe@gmail.com

📸 Instagram DM: @shopecotribe

We appreciate your trust in Shop EcoTribe and look forward to serving you sustainably!