Shipping Policy

Introduction

This Shipping Policy outlines the terms and conditions relating to the delivery of products purchased from Sue Trendy Collection through our website at suetrendycollection.com. By placing an order with us, you agree to be bound by this Shipping Policy, which should be read in conjunction with our Terms of Service and Privacy Policy.

Sue Trendy Collection is committed to providing reliable, efficient, and transparent shipping services to our customers throughout Kenya. We strive to ensure that your purchases reach you in perfect condition and within the communicated timeframes. This policy explains our shipping processes, delivery timeframes, costs, and related procedures to help you understand what to expect when ordering from us.

Shipping Coverage and Partners

Sue Trendy Collection currently ships to all major cities and towns within Kenya. Our primary delivery areas include Nairobi and its environs, Mombasa, Kisumu, Nakuru, Eldoret, and other major urban centers. For remote or rural areas, delivery may take additional time and may incur extra shipping costs.

We partner with reputable courier services in Kenya to ensure reliable delivery of your orders. Our primary shipping partners include:

For Nairobi and surrounding areas: Our in-house delivery team and select local courier services For nationwide deliveries: Sendy, G4S Kenya, Wells Fargo, and other established courier companies For special or expedited deliveries: DHL and other premium courier services as available

The specific courier service used for your order may vary based on your location, the size and weight of your package, and the shipping option you select during checkout.

Processing Times

Order processing refers to the time between when you place your order and when it is handed over to our delivery partners. Our standard processing times are as follows:

For in-stock items, orders are typically processed within 1-2 business days after payment confirmation. For pre-order or made-to-order items, processing may take 3-7 business days or longer, as indicated on the product page. During peak seasons (such as holidays) or promotional periods, processing times may be extended by an additional 1-2 business days.

We process orders Monday through Friday, excluding public holidays in Kenya. Orders placed after 2:00 PM EAT (East Africa Time) may begin processing the following business day. We will notify you via email or SMS when your order has been processed and is ready for shipping.

Delivery Timeframes

Estimated delivery timeframes vary based on your location and the shipping method selected:

For Nairobi CBD and immediate surroundings: Same-day delivery is available for orders placed before 10:00 AM, subject to product availability and confirmation. For Nairobi suburbs and greater Nairobi area: 1-2 business days after processing. For other major cities and towns in Kenya: 2-4 business days after processing. For remote or rural areas: 4-7 business days after processing.

These timeframes are estimates and not guaranteed delivery dates. Actual delivery times may vary due to factors beyond our control, including but not limited to weather conditions, traffic congestion, public holidays, or logistical challenges. During peak seasons or promotional periods, delivery times may be longer than usual.

Shipping Costs

Shipping costs are calculated based on several factors, including the delivery location, package weight and dimensions, shipping method selected, and the total value of your order. The exact shipping cost will be displayed during the checkout process before you complete your purchase.

As a general guideline, our shipping rates are structured as follows:

We occasionally offer free shipping promotions for orders above a certain value or during special promotional periods. These offers will be clearly communicated on our website and may be subject to terms and conditions.

Free Shipping Eligibility

Sue Trendy Collection offers free shipping on orders that meet certain criteria:

Orders with a total value of KSh 5,000 or more qualify for free standard shipping to most locations within Nairobi and its environs. Orders with a total value of KSh 10,000 or more qualify for free standard shipping to most major cities and towns in Kenya. Promotional free shipping offers may be available during special sales events or for specific product categories.

Free shipping offers do not apply to expedited shipping methods, remote or difficult-to-access areas, or oversized items, unless specifically stated. The free shipping threshold is calculated based on the merchandise total after any discounts and before taxes or other fees.

Tracking Your Order

Once your order has been shipped, you will receive a confirmation email or SMS containing your tracking information, where available. This will allow you to monitor the progress of your delivery.

To track your order:

Click on the tracking link provided in your shipping confirmation email or SMS. Alternatively, log in to your account on our website and view your order status in the "Order History" section. For orders without electronic tracking (such as some deliveries to remote areas), you can contact our customer service team for updates.

Please note that tracking information may not be updated in real-time, and there might be a delay between when a delivery status changes and when the tracking information is updated.

Delivery Confirmation and Receipt

Upon delivery, you or your designated recipient may be required to sign for the package to confirm receipt. For contactless deliveries, our courier may take a photo of the delivered package at your specified location or obtain verbal confirmation.

We recommend inspecting your package at the time of delivery for any visible external damage. If the package appears damaged, please note this on the delivery receipt or inform the delivery person immediately.

If you are not available to receive your package, the delivery person may:

Leave the package with a neighbor or security guard if deemed safe to do so. Leave a delivery attempt notice with instructions on how to reschedule delivery or collect your package. Return the package to their depot for you to collect or arrange redelivery.

The specific procedure will depend on the courier service used and their delivery protocols.

Shipping Delays and Issues

While we strive to deliver all orders within the estimated timeframes, delays may occasionally occur due to circumstances beyond our control, including but not limited to:

Adverse weather conditions or natural disasters. Unexpected transportation issues or traffic disruptions. Public holidays or special events affecting logistics operations. Customs clearance procedures for certain areas. Incorrect or incomplete delivery information provided by the customer.

In the event of a significant delay, we will make reasonable efforts to inform you and provide updated delivery estimates. If your package appears to be lost or significantly delayed beyond the estimated delivery timeframe, please contact our customer service team for assistance.

International Shipping

At present, Sue Trendy Collection primarily focuses on serving customers within Kenya. We do not offer regular international shipping services. However, for customers outside Kenya who wish to make a purchase, we may be able to arrange shipping on a case-by-case basis.

If you are interested in international shipping, please contact our customer service team at contact@suetrendycollection.com with details of your location and the items you wish to purchase. We will assess the feasibility and provide you with information about shipping costs, estimated delivery times, and any potential customs duties or import taxes that may apply.

Please note that for international shipments, the recipient is responsible for all customs duties, taxes, and import fees imposed by the destination country.

Shipping Insurance

All shipments through Sue Trendy Collection include basic insurance coverage up to the value of your order. This insurance covers loss or damage during transit from our facility to your delivery address.

To make a claim under shipping insurance:

Contact our customer service team within 48 hours of receiving a damaged package or within 7 days if your package has not been delivered beyond the estimated delivery timeframe. Provide your order number, photos of the damaged items or packaging (if applicable), and a description of the issue. Our team will review your claim and process it according to our insurance policy guidelines.

Please note that insurance claims may require investigation and documentation, which could take 7-14 business days to process.

Returns and Exchanges

If you wish to return or exchange an item, please refer to our separate Returns and Refund Policy for detailed information. In general, to be eligible for a return or exchange:

You must initiate the return within 7 days of receiving your order. Items must be unused, unworn, unwashed, and in their original packaging with all tags attached. You must provide proof of purchase (order number or receipt).

For approved returns, you may choose one of the following options:

Drop off the item at our physical store location in Ruiru. Arrange for pickup by our courier service (additional fees may apply). Ship the item back to us using a courier service of your choice (at your expense).

The method of return may affect how quickly we can process your refund or exchange. For more information, please contact our customer service team.

Contact Information

If you have any questions, concerns, or special requests regarding shipping, please contact our customer service team:

We are committed to providing excellent customer service and will respond to your inquiries as promptly as possible.

Changes to This Shipping Policy

Sue Trendy Collection reserves the right to modify this Shipping Policy at any time. When we make changes, we will update the "Last Updated" date at the top of this page and notify you through a notice on our website or by email. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.