Shipping policy

Last updated: August 2026

At Clabane Kenya, we aim to make receiving your skincare products simple, reliable and convenient.

This Shipping & Delivery Policy explains how orders placed through Clabane Kenya are processed and delivered.

This policy should be read together with our Terms & Conditions and Refund & Return Policy.

Nothing in this policy limits any rights or remedies available to customers under applicable Kenyan law.

1. Where We Deliver

Clabane Kenya delivers to supported locations within Kenya.

Delivery availability may vary depending on your town, county, delivery address and the courier or delivery service available for that location.

Where delivery to a particular location is not available through our normal delivery network, we may contact you to discuss an alternative delivery arrangement.

We currently do not guarantee delivery to every physical location in Kenya.

2. Delivery Areas

Depending on the delivery services available, orders may be delivered within:

• Nairobi and surrounding areas;
• major towns and cities in Kenya; and
• other supported locations nationwide.

The delivery options available for your order will normally be displayed during checkout or communicated to you before your order is confirmed.

3. Delivery Charges

Delivery charges depend on factors such as:

• delivery destination;
• delivery method;
• parcel size or weight;
• order value; and
• any applicable delivery promotion.

The applicable delivery charge will be displayed or communicated to you before you complete your purchase.

We will not introduce an undisclosed mandatory delivery charge after an order has been placed unless otherwise stated.

Where Clabane advertises free delivery, any qualifying conditions such as minimum order value, geographical restrictions or promotional dates will be clearly stated.

4. Order Processing

Orders are normally processed after payment has been successfully received or confirmed, unless another payment arrangement is available.

Processing may include:

• verifying payment;
• confirming stock availability;
• preparing the products;
• checking the order for accuracy;
• securely packaging the order; and
• handing the order to the relevant delivery provider.

Orders placed outside normal business hours, on weekends or on public holidays may begin processing on the next applicable business day.

5. Estimated Delivery Times

Estimated delivery periods will depend on the customer’s location and the delivery method selected.

Where possible, the estimated delivery period will be shown during checkout or communicated when the order is confirmed.

Unless expressly stated as guaranteed, delivery periods are estimates rather than absolute guarantees.

Clabane will nevertheless make reasonable efforts to deliver within the stated or communicated timeframe.

If there is a significant delay, we will make reasonable efforts to inform you and provide an updated delivery estimate.

6. Nairobi Deliveries

For supported locations within Nairobi and nearby areas, same-day or next-day delivery may be available depending on:

• the time the order is placed;
• payment confirmation;
• product availability;
• delivery capacity; and
• the customer’s exact location.

Where same-day delivery is offered, any applicable order cut-off time should be displayed or communicated before the order is placed.

Same-day delivery should not be assumed unless specifically offered or confirmed for the relevant order.

7. Deliveries Outside Nairobi

Orders outside Nairobi may require additional delivery time depending on the destination and courier network.

Delivery may be made:

• directly to the customer’s address;
• through an authorised courier;
• to an agreed collection point; or
• through another delivery arrangement agreed with the customer.

The applicable delivery method will be communicated where necessary.

8. Delivery Estimates During Promotions and Busy Periods

Delivery may take longer than usual during periods of unusually high order volumes, including:

• major promotional campaigns;
• sale periods;
• Black Friday or similar events;
• public holidays; or
• unexpected courier disruptions.

Where we reasonably expect delivery times to differ materially from our normal service levels, we will endeavour to communicate this to customers.

9. Accurate Delivery Information

Customers are responsible for providing complete and accurate delivery information.

This may include:

• recipient name;
• telephone number;
• delivery address;
• building or apartment details;
• town or area;
• delivery landmark; and
• any other information reasonably necessary to locate the recipient.

Please check your delivery information carefully before completing your order.

10. Changing Your Delivery Address

If you need to change your delivery address, contact Clabane Customer Care as soon as possible.

We will attempt to update the address if the order has not yet been dispatched.

Once an order has been handed over for delivery, we may not be able to change the destination.

A change in destination may also result in an additional delivery charge where the new location costs more to serve.

11. Delivery Contact

Our delivery provider or Clabane Customer Care may contact you using the telephone number provided with your order.

Please ensure that you provide a telephone number on which you or the intended recipient can reasonably be reached.

Delivery may be delayed if we cannot contact you and additional information is required to complete delivery.

12. Receiving an Order on Someone Else’s Behalf

You may arrange for another person to receive your order on your behalf.

Where an order is delivered to the delivery address supplied by you and accepted by a person reasonably appearing to be authorised to receive it, the order may be treated as delivered.

For certain orders, additional verification may be required before delivery.

13. Proof of Delivery

Depending on the delivery method, proof of delivery may include:

• the recipient’s signature;
• a delivery confirmation;
• electronic courier confirmation;
• a delivery photograph where appropriate and lawful;
• a one-time verification code; or
• another reasonable form of confirmation.

Delivery records may be used to investigate disputes concerning whether an order was delivered.

14. Failed Delivery Attempts

If delivery cannot be completed because:

• no authorised person is available to receive the order;
• the customer cannot be contacted;
• access to the delivery location is not reasonably possible; or
• the delivery information supplied is incomplete or incorrect,

the courier or Clabane may contact you to arrange another delivery attempt.

A reasonable additional delivery fee may apply where a second delivery attempt is required because of circumstances attributable to the customer.

No additional delivery fee will be charged where the failed delivery resulted from an error by Clabane or its delivery provider.

15. Uncollected Orders

Where an order is delivered to or held at an agreed collection location, the customer should collect it within the period communicated by the courier or Clabane.

If an order is not collected and is returned to Clabane, we will contact the customer regarding redelivery, collection or another appropriate resolution.

Additional delivery charges may apply where the failure to collect was attributable to the customer.

16. Delivery Delays

Occasionally, delivery may be delayed because of circumstances such as:

• unusually high order volumes;
• severe weather;
• road or transport disruption;
• courier delays;
• incorrect delivery information;
• security restrictions;
• technical interruptions; or
• events outside Clabane’s reasonable control.

Where we become aware of a significant delay affecting your order, we will make reasonable efforts to communicate with you.

A general delay does not automatically mean an order has been lost.

However, where delivery becomes materially delayed, we will investigate and provide an appropriate resolution in accordance with the circumstances and applicable law.

17. Products Not Delivered Within a Promised Period

Where Clabane has expressly guaranteed delivery by a particular date or within a particular period, we will make reasonable efforts to honour that commitment.

If we cannot fulfil an expressly agreed delivery commitment, please contact Customer Care.

Depending on the circumstances and your applicable rights, we may:

• arrange expedited or alternative delivery;
• agree on a revised delivery date;
• cancel the affected order; or
• provide an appropriate refund.

We will not advertise delivery commitments that we do not reasonably expect to fulfil.

18. Missing Orders

If tracking or delivery information indicates that your order should have arrived but you have not received it, please contact Clabane Customer Care.

We may investigate with:

• the delivery provider;
• the delivery driver;
• the delivery address;
• the person recorded as receiving the parcel; and
• any available proof of delivery.

If the parcel is confirmed as lost before valid delivery, Clabane will provide an appropriate remedy, which may include replacement or refund.

19. Damaged Parcels

Where reasonably possible, inspect the external condition of your parcel when it is delivered.

If the parcel appears significantly damaged or tampered with, contact Clabane Customer Care promptly.

Please retain:

• the product;
• external packaging;
• internal packaging; and
• any labels or delivery documentation

until we have had a reasonable opportunity to investigate.

We may request photographs showing the condition in which the parcel was received.

20. Incorrect or Missing Products

If your delivered order contains:

• the wrong product;
• the wrong quantity;
• missing items; or
• a materially different product from the one ordered,

please contact Clabane promptly.

Where the error is confirmed, Clabane will arrange an appropriate remedy without requiring you to bear reasonable delivery costs resulting from our fulfilment error.

21. Ownership and Risk

Clabane remains responsible for ensuring that the order is appropriately prepared and handed to the delivery process.

Risk in the products will not be treated as having passed to you merely because the parcel has been handed to a courier acting as part of our fulfilment process.

Where applicable, responsibility will pass upon valid delivery to you or to another person authorised by you to receive the order, subject to mandatory rights under Kenyan law.

22. Refusing a Delivery

Please do not refuse delivery simply because you have changed your mind unless Clabane Customer Care has advised you to do so.

Change-of-mind returns should normally be handled under our Refund & Return Policy.

If you refuse an otherwise correct order without prior agreement, reasonable delivery and return-delivery costs may apply to the extent permitted by law.

This does not apply where you reasonably refuse delivery because the parcel is clearly incorrect, seriously damaged or otherwise affected by a fulfilment problem.

23. Cash on Delivery

Where Cash on Delivery or another payment-on-delivery method is available, additional terms may apply.

Customers placing Cash on Delivery orders must provide accurate contact information and should be available to receive and pay for the order.

We may restrict or discontinue Cash on Delivery for customers with repeated uncollected or unjustifiably refused orders, subject to applicable law.

Availability of Cash on Delivery may vary by location or order value.

24. Free Delivery Promotions

Free delivery may occasionally be offered as part of a promotion.

Such promotions may be subject to conditions such as:

• minimum order value;
• particular delivery areas;
• qualifying products;
• promotional code requirements; or
• specific promotional dates.

These conditions will be communicated as part of the offer.

If an order qualifies for advertised free delivery, we will not subsequently impose an undisclosed delivery charge for the qualifying delivery.

25. Delivery of Promotional Gifts and Bundles

Promotional products, free gifts and bundle items may be packaged together with the qualifying order or separately where operationally necessary.

If part of a bundle or promotional order is unavailable, we will contact you where the change materially affects the order.

Any resulting refund, substitution or promotional adjustment will be handled in accordance with our Terms & Conditions and Refund & Return Policy.

26. International Delivery

Unless expressly indicated on the Clabane Kenya website, orders placed through Clabane Kenya are intended for delivery within Kenya.

If international delivery becomes available, applicable shipping costs, delivery estimates, customs duties, taxes and other important terms will be disclosed separately.

27. Customer Responsibility After Delivery

Once an order has been validly delivered, customers should store and handle products according to any instructions provided on the product or packaging.

Clabane cannot be responsible for deterioration or damage caused solely by improper storage or handling after delivery.

This does not affect your rights where a product was already defective or damaged before or at the time of delivery.

28. Delivery Complaints

If you have a delivery-related complaint, please contact Clabane Customer Care and provide:

• your order number;
• name;
• telephone number;
• delivery location; and
• a description of the problem.

Where relevant, please also provide photographs or other information that may help us investigate.

We will make reasonable efforts to investigate and resolve legitimate delivery complaints promptly.

Nothing in this policy prevents a customer from pursuing any consumer-protection remedy available under Kenyan law.

29. Contact Clabane Kenya

For delivery questions or assistance with an order, contact:

Clabane Kenya
Email: care.kenya@clabane.com
WhatsApp/Telephone: +254117303030
Business Address: Braham Court, State House Avenue, Westlands District, Nairobi

Customer-care operating hours: 9am - 5pm

30. Changes to This Shipping Policy

We may update this Shipping & Delivery Policy from time to time to reflect changes to our delivery network, services or applicable requirements.

The most recent version will be published on the Clabane Kenya website with an updated revision date.

Changes will not ordinarily alter delivery commitments already agreed for existing orders unless required by law or agreed with the affected customer.