Shipping policy

Shipping and Delivery Policy

Last updated: 24 October 2026

At Luvly Household Collections, we are committed to delivering your orders efficiently and reliably. We deliver across Kenya and to selected destinations in East Africa. Please read our shipping and delivery policy to understand our delivery timelines, charges and payment requirements.

1. Shipping and Delivery Coverage

We offer delivery across Kenya, with express rider services available in Nairobi and surrounding areas. Deliveries to other counties and East African destinations are arranged through suitable courier services.

Delivery charges and estimated delivery times depend on your location, order size and the courier service selected.

2. Delivery Timelines

Nairobi and surrounding areas

Orders confirmed before 5:00 PM may qualify for same-day delivery, subject to location, product availability and rider availability.
Orders confirmed after 5:00 PM are generally scheduled for delivery the following day.
Same-day delivery is not guaranteed for every location or order.

Orders outside Nairobi

Orders paid for before 5:00 PM are dispatched on the same day, subject to product availability and courier operating schedules.
Orders confirmed after 5:00 PM are generally dispatched the next business day.
Delivery times depend on the destination and the courier service.

Please note that delivery times are estimates and may be affected by public holidays, weather conditions, traffic, courier delays or other circumstances beyond our control.

3. Payment Terms

Nairobi and eligible nearby locations

Payment on delivery is available for eligible orders. Please confirm availability when placing your order.

Orders outside Nairobi

Full payment is required before an order is dispatched.

Our team will confirm your order and the applicable delivery arrangements before dispatch.

4. Shipping Fees

Shipping fees depend on your delivery location and, where applicable, the size of your order. The following rates apply to our Nairobi and surrounding areas express rider service.

Official Nairobi and Environs Express Rider Rates

Delivery area	Fee
Nairobi CBD — Moi Avenue pickup	FREE
Upper Hill / Community	KSh 250
Ngara / Parklands / Pangani	KSh 250
Hurlingham / Kilimani	KSh 300
Kileleshwa / Lavington	KSh 300
Westlands / Riverside	KSh 300
South B / South C / Nairobi West	KSh 300
Madaraka / Nyayo Highrise	KSh 300
Eastleigh / Juja Road	KSh 300
Industrial Area / Mombasa Road (NextGen)	KSh 300
Jogoo Road / Buruburu / Donholm	KSh 350
Ngong Road / Jamhuri / Woodley	KSh 350
Adams Arcade / Dagoretti Corner	KSh 350
Allsops / Roysambu / Zimmerman	KSh 350
Kasarani / Thome / Garden Estate	KSh 350
Spring Valley / Kyuna / Loresho	KSh 350
Muthaiga / Gigiri / Runda	KSh 400
Langata / Carnivore / Bomas	KSh 400
Imara Daima / Pipeline / Fedha	KSh 400
Embakasi / Nyayo Estate / Tassia	KSh 400
Umoja / Komarock / Kayole	KSh 400
Mountain View / Kangemi / Uthiru	KSh 400
Kawangware / Wanyee / Riruta	KSh 400
Kahawa Sukari / Kahawa Wendani	KSh 400
Kiambu Road / Thindigua / Fourways	KSh 400
Ruaka / Rosslyn / Two Rivers	KSh 400
Lower Kabete / Peponi	KSh 400
Karen / Hardy / Bogani	KSh 500
Utawala / Mihango / Chokaa	KSh 500
Syokimau / Mlolongo / JKIA	KSh 500
Ruiru / Membley / Kamakis	KSh 500
Kikuyu / Kinoo / Regen	KSh 500
Kiambu Town / Kirigiti	KSh 500
Rongai / Kiserian	KSh 550
Banana / Muchatha / Ndenderu	KSh 550
Ngong Town / Matasia	KSh 600
Kitengela / Athi River	KSh 600
Juja / JKUAT / Kenyatta Road	KSh 700
Limuru / Tigoni	KSh 800
Thika Town / Makongeni	KSh 1,000
Machakos / Lukenya	KSh 1,200

Important: If your area is not listed, contact us for a delivery quotation before completing your order.

Other Counties and East Africa

Delivery charges for locations outside the listed Nairobi and environs areas are determined by destination, parcel size and the selected courier service.

For deliveries to other counties and East African destinations, please contact us to confirm the applicable charges and estimated delivery time before payment.

Free delivery may be offered for qualifying bulk orders or during special promotions. Any applicable conditions will be communicated at the time of purchase.

5. Order Processing and Dispatch

Orders are processed after confirmation of the order and, where required, receipt of payment.

We aim to process orders within 24 hours of confirmation. Orders eligible for same-day dispatch or delivery are handled according to the cut-off times and conditions stated in this policy.

Customers may receive an order confirmation by email, SMS or another available communication channel. Tracking information will be provided where supported by the selected courier service.

6. Collection and Pickup

Customers may arrange pickup at our designated collection locations, subject to confirmation that the order is ready.

Pickup locations:

Kenya Cinema: 3rd Floor, Suite 3-1D, Nairobi.
Sasa Mall: 3rd Floor, Suite C6, Moi Avenue, Nairobi.

Please contact us before visiting to confirm product availability and collection arrangements.

For assistance with preparing your order for pickup, contact us using the details in the Contact Us section below.

7. Missed Deliveries and Failed Delivery Attempts

Please ensure that your phone number, delivery address and delivery instructions are accurate and that you are available to receive your order.

If a courier cannot complete delivery because the recipient is unavailable or the delivery details are incorrect, another delivery attempt may be arranged.

If delivery remains unsuccessful and the parcel is returned to us, an additional delivery fee may apply for reshipment. We will communicate the applicable arrangements before resending the order.

8. Damaged, Missing or Incorrect Items

Please inspect your order upon receipt.

If you receive a damaged, incomplete or incorrect order, contact us within 24 hours of delivery, where possible, and provide your order number and photographs of the product and packaging.

We will review the issue and advise you on the appropriate resolution in accordance with our Return, Refund and Exchange Policy and applicable consumer protection laws.

Nothing in this section limits any rights you may have under applicable law.

9. Delivery Delays and Unforeseen Circumstances

Although we make every reasonable effort to meet the stated delivery timelines, delays may occur due to traffic, adverse weather, public holidays, courier disruptions, operational issues or other unforeseen circumstances.

Where we become aware of a significant delay, we will make reasonable efforts to communicate relevant updates to affected customers.

10. Contact Us

For shipping enquiries, delivery quotations, pickup arrangements or assistance with an order, please contact us:

Luvly Household Collections

Phone: +254 738 611 410
Email: support@luvlyhouseholdcollections.co.ke
Business hours: Monday–Saturday, 8:00 AM–6:30 PM
Pickup locations: Kenya Cinema, 3rd Floor, Suite 3-1D, and Sasa Mall, 3rd Floor, Suite C6, Moi Avenue, Nairobi.