Frequently Asked Question
How long does it take for me to receive my order?
Orders generally take less than 24 hours to get to you. If you are within Nairobi and its environs, you will get the order on the same day, it is usually a matter of hours.
For clients residing outside Nairobi, their orders usually arrive the next day before noon, we like to tell clients a maximum of 24 hours just in case of any delays with the courier services.
If you are outside Nairobi and would like to receive your order on the same day, you can leave us a note on the check out page authorizing us to use a courier or parcel service of your choice. Please note, since these are not our logistics partners, the client has to follow up with the parcel service in case of any missing goods, damages or delays.
What is your return and exchange policy?
Returns and exchanges are usually possible in the case you have received:
- A wrong item, different from the product you ordered.
- A defective or damaged item. If the seal is broken, the packaging is damaged such that the product is rendered unusable or in case of products that are past due their expiration dates.
Please note, you will have exactly 3 days after your purchase date to return the product in question.
In case you would like to return a product, please reach out to us via email or whatsapp, with the order details and reason of your return. If valid, we will process your return and exchange the item.
We do not provide refunds, you can exchange your defective product with the same one of your choice, or another product(s) of equal value.
When returning the product, please ensure to communicate the same with our customer service representatives, who will provide further details of how to send it back to us.
How do I change my shipping address?
In case you want to change your shipping address after placing your order, ensure you reach out to a customer service agent within 30 minutes after ordering.
We recommend the shortest time possible to make sure your product has not been dispatched yet to the initial location.
To track the status of your order, you typically have two main options: calling or sending an email. Here’s how you can proceed with both:
1. Calling:
- Find the customer service number: Look for the phone number of the company you ordered from, which can usually be found on their website under “Contact Us” or in the order confirmation email.
- Have your order details ready: When you call, be sure to have your order number, the email address you used, or any other relevant details (like your name or shipping address) to help the customer service representative track your order efficiently.
- Ask for the order status: Simply ask the representative for an update on your order’s status or estimated delivery date.
2. Sending an Email:
- Check the company’s contact email: Most companies provide an email address for inquiries, also typically found on their website under “Contact Us.”
- Provide relevant details: In your email, include your order number, full name, and any other relevant information that will help the company track your order.
- Ask for an update: Politely ask for the status of your order and whether there are any delays or updates regarding delivery.
If you’d like help drafting an email or if you need assistance finding contact details for a specific company, feel free to ask!
How do I receive customer support?
We are very keen in offering support to our esteemed clients. We are always happy to hear from you.
To receive customer support, please contact us via our hotline; 0715428253.
You can also reach us via our email address; sales@luviababy.co.ke
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