Shipping Policy
At Orewa Limited, we are committed to delivering your orders in a timely, reliable, and transparent manner. This Shipping Policy outlines how we process, ship, and deliver orders placed through our website and official sales channels.
Order Cut-off & Handling Time
- We have an order cut-off of 4pm East African Time
- Our handling time is 0 to 1 day depending on the product.
- All orders placed between 8:00am and 4:00pm (Monday to Saturday) are processed within 2hrs after payment confirmation.
- All orders placed after 4 pm will be delivered the following day.
- Orders placed on Sunday are dispatched by 10am on Mondays.
- Orders placed after business hours, on weekends, or on public holidays will be processed on the next business day.
- During peak seasons, promotions, or unforeseen circumstances, processing times may be slightly extended. Customers will be notified where delays occur.
Shipping Locations
Orewa LTD currently delivers:
- Countrywide within Kenya
If your location is not serviceable at checkout, please contact us for assistance before placing your order.
Shipping Methods & Delivery Timeframes
Local Deliveries (Kenya)
- Nairobi & Environs: 2 hrs for all orders placed by 4pm. All orders placed after 4 pm will be delivered dispatched the following day.
- Delivery to other parts of the country: Next day delivery for orders placed within business hours (including weekend). Nairobi deliveries by Orewa Limited riders; upcountry via [EasyCoach, Wells Fargo, G4S,etc.]
Delivery timelines are estimates and may vary depending on rider/courier operations, weather conditions, or other factors beyond our control.
International Deliveries
- We currently do not deliver internationally
Shipping Fees
- Orders under 2,500 will be delivered at a flat fee of KES 200. However, you can enjoy FREE deliveries for orders above KES 2500.
Order Tracking
- Once your order has been shipped, you will receive a confirmation email with tracking details (where applicable).
- Tracking availability depends on the courier service used.
Delivery Attempts
- Couriers will make reasonable attempts to deliver your order to the provided address.
- If delivery is unsuccessful due to incorrect address details, unavailability of the recipient, or refusal to accept delivery, additional delivery charges may apply.
Incorrect or Incomplete Address
- Customers are responsible for providing accurate and complete shipping information.
- Orewa Limited will not be liable for delays or failed deliveries resulting from incorrect or incomplete address details.
Damaged or Lost Shipments
- If your order arrives damaged, please notify us within 3 days of delivery with clear photos of the packaging and products. Refer to our Returns & Refunds Policy for more details.
- In the event of lost shipments, we will investigate with the courier and provide a resolution once confirmed.
Undelivered & Returned Packages
- Packages returned due to unsuccessful delivery attempts or incorrect addresses may be reshipped at the customer’s expense.
- Refunds for returned packages will exclude shipping costs unless the return is due to our error.
Changes & Cancellations
- Orders can only be modified or cancelled before shipment.
- Once an order has been dispatched, cancellations or address changes may not be possible.
Force Majeure
Orewa Limited shall not be held responsible for delivery delays or failures caused by events beyond our reasonable control, including but not limited to natural disasters, strikes, government actions, or courier disruptions.
Contact Us
For shipping-related inquiries, order tracking, or delivery support, please contact us through our official Orewa Limited communication channels.
Email: support@orewa.co.ke
Phone: +254118926934
Our location: M45, 1st Flr, Woodvale Centre, Woodvale Groove, Westlands
We appreciate your trust in Orewa Limited and thank you for choosing our skincare products.