By using Shop EcoTribe, you confirm that you are at least 18 years old or have parental/guardian permission to use our services.

We reserve the right to update, modify, or discontinue any part of our website, products, or services without prior notice.

We strive to ensure that all product descriptions, prices, and availability are accurate. However, errors may occur, and we reserve the right to correct any inaccuracies, change pricing, or limit product availability at our discretion.

In some cases, products may sell out before your order is processed. If this happens, we will notify you and provide alternatives where possible.

All orders placed on our website or via call, text or WhatsApp are subject to acceptance and availability. Once an order is placed, you will receive a confirmation email with your order details. You can also print out the order details at the order confirmation stage.

Our customer care representative will then contact you within 0-2 hours to confirm your order and payment method. Orders under KES 3,000 within Nairobi qualify for payment on delivery via cash or M-Pesa, while orders above KES 3,000 and all orders outside Nairobi require full payment via M-Pesa before processing.

For international orders, full payment is required via PayPal or bank transfer. Once payment is confirmed, the merchant will fulfill your order.

If you need to change or cancel an order, please contact us immediately via WhatsApp or phone. We will do our best to accommodate changes, but we cannot guarantee modifications once an order has been processed

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. For orders outside Nairobi, we aim for next-day delivery, and international orders are shipped within 48 hours. Shipping costs are fixed and displayed at checkout. Customers can refer to our Shipping Costs Page for detailed rates.

Shipping costs are calculated at checkout and vary by location. While we aim for timely deliveries, we are not liable for delays caused by couriers, customs, or unforeseen circumstances.

While we work 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

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.

We carefully review and select our partner brands to ensure they align with our commitment to sustainability, ethical sourcing, or the Made in Kenya initiative.

Products on our platform carry specific tags to indicate whether they are sustainable (e.g., made from recycled or upcycled materials), ethical (e.g., fair wages and responsible production), or locally produced in Kenya. These tags help customers make informed purchasing decisions.

Customers must provide accurate personal and payment information when placing an order. Providing incorrect details may result in delayed or failed deliveries.

If a customer provides an incorrect details, the customer must cover re-delivery costs for failed deliveries

Fraudulent activities, misuse of our website, or any violations of these terms may result in account suspension or legal action.

Unauthorized reproduction, distribution, or resale of products purchased from Shop EcoTribe is strictly prohibited.

Shop EcoTribe is not liable for any indirect, incidental, or consequential damages resulting from the use of our website, products, or services.

While we ensure quality control, product descriptions and claims are the responsibility of the respective brands listed on our platform. Customers are encouraged to review product details carefully before purchasing.

If you have a concern or dispute, we encourage you to first contact our customer support team via the Contact Form, email, phone or WhatsApp so we can resolve the issue amicably.

If a resolution cannot be reached, disputes will be handled under Kenyan law. We reserve the right to refuse service or cancel orders in cases of suspected fraud, policy violations, or abuse of our services.

Shop EcoTribe reserves the right to update or modify these Terms of Agreement at any time. Customers are responsible for reviewing these terms periodically. Continued use of our website and services after any changes are posted constitutes acceptance of the revised terms.

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, concerns or need assistance, please reach out to us:

Fill in the Contact Form

📞 Phone/WhatsApp: +254 759 045919

📧 Email: support@shopecotribe.com

📸 Instagram DM: @shopecotribe

By using Shop EcoTribe, you acknowledge that you have read and understood these terms and agree to abide by them. Thank you for supporting ethical and sustainable shopping!