Delivery & Cancellation Policy

Orders placed on CARMIONATE can be delivered every day of the week. Delivery costs will vary depending on the service selected, where your item is coming from and its destination.

Express delivery is available in Nairobi and it’s environs.

Standard delivery is available in selected countries. When you’re placing your order, the available delivery options for your destination will be displayed at checkout.

Delivery to PO Boxes, Army Post Office (APO), and Fleet Post Office (FPO) addresses is currently unavailable.

All CARMIONATE orders are shipped with Direct Signature Required (DSR). This means the order must be signed upon delivery. We kindly ask that you track your order and ensure availability at the time of delivery. If there is no availability to receive and sign the order, the carrier may, at their sole discretion, attempt another delivery or redirect the parcel to a designated collection point. Please note that if the order is not received or collected within the carrier’s timeframe, it will be returned to the origin (RTO).

For shipments within KENYA, we offer the option to waive the signature requirement upon delivery during checkout.

Outside Nairobi county, you will have the option of using intercounty bus courier services or G4S/Walls Fargo designated locations. This will ensure that your order arrives promptly and conveniently. Please note that while we take every precaution to ensure the safe delivery of your package, using courier services releases Carmionate from liability for any loss or damage that may occur after delivery.

If you’re placing your order from the locations below and it’s above the following thresholds, we offer free standard delivery.

  • Within Nairobi county order above Kes 20k. If you’re placing your order from the locations below and it’s above the following threshold, we also offer a lower express delivery fee. In checkout, you’ll see the lowest delivery price available for the items in your order.
  • Kes 500 Kampala Uganda Ugx540k
  • Kes 500 Dar es Salaam TZ Tzs380k
    Fixed delivery rates
  • Within Nairobi Kes 350
  • Inter county 500

Delivery times

  • For East Africa and South Africa: delivered within 2-5 days. 
  • Within Nairobi :  Same day delivery
  • Outside Nairobi county: Delivery within 72 hours, depending on the time you place your order.

Delivery times are based on the time your package is sent and should only be used as a guide. Carmionate cannot take responsibility for customs clearance delays or failed payments, though we’ll try to minimise any potential delays. Depending on your location, our orders can be delivered by different couriers like DHL, UPS, FedEx, TNT, Pick up Mtaani, Uber Boda, bolt Boda, easy coach courier, Tahameed courier, or Mash poa courier service.

CANCELLATIONS

Changed your mind? No problem, you can either cancel your order by following the steps below or by contacting CARMIONATE customer service. Your statutory rights in relation to cancellation/withdrawal (as set out in section 7 of the Terms and Conditions) are not affected.

How to cancel your order:

  1. Go to Orders & Returns if you have an account, or if you placed an order as a guest, enter your guest order details here
  2. Select the items you want to cancel and your reason for cancellation
  3. We’ll email you confirmation of your cancelled order

If the self-service cancellation option is not available, please contact CARMIONATE customer service. If you choose to cancel your order before it has been prepared for shipment (usually when the shipping label is printed), your order will not be sent out to you and you will receive a full refund, including any shipping costs. If you choose to cancel your order after it has been prepared for shipment (usually when the shipping label is printed), we offer a free return service. Once the returned products have been received and accepted, you will receive a full refund, including shipping costs. For more information on cancelling and returning orders, visit our Returns & Refunds Policy and section 7 of our Terms & Conditions.

If you’ve cancelled your order, you’ll receive a full refund within 14 days, depending on your payment provider.

Made-to-order and customised items:

Made-to-order and customised items can only be cancelled within 48 hours of placing your order. All you need to do is follow the steps above in your account or contact CARMIONATE customer service.