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At Enan Shop, we are committed to delivering your orders safely, quickly, and reliably. This Shipping & Delivery Policy explains how we process, ship, and deliver your purchases. We pride ourselves on fast delivery across Kenya, with most orders arriving within 1-4 business days.

1. Order Processing Time

How quickly do we prepare your order?

• ⏱️ Processing Time: 1-2 business days from purchase confirmation
• 📦 What happens during processing:
  • Order verification and payment confirmation
  • Quality inspection of your items
  • Secure packaging preparation
  • Handover to courier partner

Order Cutoff Times

Same-Day Processing (Orders placed by 3:00 PM)

• Orders confirmed and paid for before 3:00 PM Monday-Friday are processed the same day
• Eligible for same-day delivery in Nairobi (subject to availability)

Next-Day Processing (Orders placed after 3:00 PM)

• Orders placed after 3:00 PM or on weekends begin processing the next business day
• Weekend orders (Saturday afternoon – Sunday) start processing Monday morning

Processing Notifications

You’ll receive updates at every stage:

1. Order Confirmed – Email/SMS immediately after purchase
2. Payment Verified – Confirmation within 30 minutes (M-PESA/Airtel) or 2-4 hours (card payments)
3. Order Processing – Notification when quality checks begin
4. Ready for Dispatch – Email/WhatsApp with estimated delivery date
5. Shipped – Tracking number and courier details provided

Exceptions to Processing Time

Some situations may extend processing time:

• High-demand periods: Sales events, holidays (Black Friday, Christmas, etc.)
• Stock verification: If we need to confirm item availability
• Custom requests: Special packaging or gift wrapping (if offered)
• Payment issues: Pending bank authorizations or failed transactions

We’ll always notify you if your order will take longer than expected.

2. Delivery Options

We offer flexible delivery options to suit your needs and location.

Option A: Same-Day Delivery (Nairobi & Environs)

Perfect for urgent orders!

Coverage Areas:

• Nairobi CBD and surrounding neighborhoods
• Westlands, Kilimani, Lavington, Karen, Runda
• South B, South C, Langata, Ngong Road
• Eastleigh, Kasarani, Zimmerman, Kahawa
• Kileleshwa, Parklands, Highridge, Spring Valley
• Industrial Area, Embakasi, Donholm, Buruburu

Requirements:

• ✅ Order placed and paid before 3:00 PM (Noon) on business days
• ✅ Delivery address within Nairobi and environs
• ✅ Items in stock and available for immediate dispatch
• ✅ Valid phone number provided for delivery coordination

Cost:

• Standard KSh 500 shipping fee applies (or FREE for orders over KSh 10,000)
• No extra charge for same-day service

Important Notes:

• Subject to availability and courier capacity
• Not available on Sundays or public holidays
• Weather or traffic conditions may affect delivery times
• We’ll contact you if same-day delivery isn’t possible

Option B: Standard Delivery (Nationwide Kenya)

Reliable delivery across Kenya

Coverage:

• ✅ All counties in Kenya
• ✅ Major towns and cities
• ✅ Remote and rural areas (may require additional time)

Delivery Timeline:

Region	Estimated Delivery Time
Nairobi & Surrounding	1-2 business days
Major Cities (Mombasa, Kisumu, Nakuru, Eldoret)	2-3 business days
Regional Towns (Nyeri, Machakos, Thika, Naivasha)	2-3 business days
Remote Areas	3-4 business days

Cost:

• KSh 500 flat rate to all locations nationwide
• FREE shipping on orders over KSh 10,000
• No hidden fees or surprise charges

Delivery Partners:
We work with trusted courier services including:

• G4S Courier
• Sendy
• Fargo Courier
• Posta Kenya
• Other vetted local couriers

Tracking:

• Full tracking provided for all orders
• Real-time updates via SMS/WhatsApp
• Estimated delivery dates communicated upfront

3. Delivery Verification & Acceptance

Protecting your purchase and ensuring satisfaction

To ensure accuracy and reduce errors, we follow a strict verification process:

Upon Delivery

Our delivery personnel will ask you to:

1. Verify Your Identity
   • Confirm your name and order number
   • May request ID for high-value orders (security purposes)
2. Inspect the Package
   • Check that packaging is intact and undamaged
   • Look for signs of tampering or water damage
3. Verify Order Contents
   • Open the package in the presence of the courier
   • Confirm item matches your order (style, color, size)
   • Check quantity if you ordered multiple items
   • Ensure all accessories are included
4. Sign for Receipt
   • Only sign once you’re satisfied
   • Your signature confirms acceptance of the order

What If Something Is Wrong?

DO NOT ACCEPT THE DELIVERY if:

❌ Package appears damaged or tampered with
❌ Wrong item received (different product/color/size)
❌ Item is visibly defective or damaged
❌ Quantity doesn’t match your order
❌ Missing accessories or components

Instead:

1. Refuse the delivery – Politely decline to sign
2. Take photos – Document the issue if possible
3. Contact us immediately – Call +254 723 451 401 or WhatsApp
4. We’ll resolve it – Free return/replacement or full refund

Your Rights

✅ You have the right to inspect before accepting
✅ Couriers must allow you to open and verify
✅ You can refuse delivery for any legitimate concern
✅ No penalty for refusing incorrect or damaged items

After Acceptance

Once you sign for the delivery:

• You confirm the order is correct and undamaged
• Claims for wrong or damaged items become harder to process
• Always verify before signing to protect yourself

Pro Tip: Take a quick photo/video while opening the package with the courier present. This helps resolve any disputes quickly.

4. Shipping Costs & Free Shipping

Transparent, affordable, and fair pricing

Standard Shipping Fee

KSh 500 flat rate to all locations across Kenya

This covers:

✅ Nationwide delivery (all 47 counties)
✅ Secure packaging materials
✅ Full insurance coverage
✅ Tracking and updates
✅ Same-day delivery option (Nairobi)
✅ Delivery verification process

No surprises:

• No weight-based charges
• No location-based surcharges
• No fuel levies or hidden fees
• Price shown at checkout is final

FREE Shipping Threshold

Enjoy FREE shipping on all orders over KSh 10,000

Benefits:

✅ Applies to all delivery locations
✅ Same-day delivery included (Nairobi, if eligible)
✅ Same tracking and insurance coverage
✅ All standard services included

How to calculate:

• Cart subtotal must be KSh 10,000 or more before checkout
• Discounts and promotions count toward the threshold
• Multiple items can be combined in one order

Example:

• Order 1 item at KSh 9,500 = Pay KSh 500 shipping
• Order 2 items totaling KSh 10,500 = FREE shipping ✅

Return Shipping Costs

Defective or Wrong Items:

✅ Enan Shop covers 100% of return shipping costs
✅ Free pickup arranged or prepaid label provided
✅ Replacement shipped at no cost to you

Change of Mind Returns:

✅ Enan Shop still covers return shipping (within our 30-day policy)
✅ We arrange free collection within Kenya
✅ No shipping deductions from your refund

We believe in hassle-free returns!

Special Promotions

Watch for periodic offers:

• 🎉 Free shipping days or weeks
• 🎁 Holiday promotions (Christmas, New Year)
• 💝 Seasonal campaigns (Back to School, Valentine’s)
• 🛍️ Flash sales with free delivery

Subscribe to our newsletter or follow us on social media to stay updated.

5. Order Tracking

Stay informed every step of the way

How Tracking Works

Once your order ships, you’ll receive:

1. Shipping Confirmation

• 📧 Email with tracking details
• 📱 WhatsApp/SMS with tracking link
• 📦 Courier partner name and contact

2. Tracking Number

• Unique code to monitor your delivery
• Works on courier’s website/app
• Real-time location updates

3. Estimated Delivery Date

• Expected arrival date/time window
• Updates if timeline changes
• Final delivery notification

How to Track Your Order

Method 1: Via Our Website

1. Visit www.enanshop.co.ke
2. Click “Track Order” in the top menu
3. Enter your order number or tracking code
4. View real-time status

Method 2: Direct Courier Tracking

• Use the tracking number sent via email/SMS
• Visit courier’s website (link provided)
• Enter tracking number
• View detailed journey of your package

Method 3: Contact Us

• Call or WhatsApp +254 723 451 401
• Email info@enanshop.co.ke with your order number
• We’ll provide current status immediately

Tracking Updates You’ll Receive

Stage 1: Order Confirmed ✅
Your order has been received and verified

Stage 2: Processing 📦
Quality checks and packaging in progress

Stage 3: Dispatched 🚚
Handed to courier partner, tracking number issued

Stage 4: In Transit 🛣️
On the way to your delivery address

Stage 5: Out for Delivery 🏃
Final mile – courier will contact you soon

Stage 6: Delivered ✅
Package successfully delivered and signed for

Tracking Issues?

If your tracking shows no updates for 24+ hours:

1. Contact our customer service team
2. We’ll investigate with the courier
3. Provide you with accurate status
4. Resolve any delivery issues

Lost or stuck packages:

• We take full responsibility
• Immediate investigation launched
• Replacement shipped or full refund issued
• No cost or hassle to you

6. Delivery Delays & Exceptions

We understand that sometimes delays happen. Here’s what you need to know.

Common Causes of Delays

Weather Conditions

• Heavy rain or flooding
• Extreme heat affecting road conditions
• Impassable routes in rural areas

Public Holidays & Weekends

• No deliveries on Sundays (most couriers)
• Public holidays extend delivery by 1-2 days
• Christmas/New Year season may experience delays

Courier Disruptions

• High volume during sale periods
• Vehicle breakdowns or logistical issues
• Staff shortages or operational challenges

Address Issues

• Incorrect or incomplete delivery information
• Hard-to-find locations requiring extra navigation
• Unavailable recipient (multiple delivery attempts)

Regional Challenges

• Remote areas with limited courier access
• Security concerns in specific zones
• Road construction or closures

What We Do About Delays

Proactive Communication:

• We notify you immediately if we anticipate delays
• Provide updated estimated delivery dates
• Offer alternatives when possible

Customer Options:

1. Wait for delivery – Extended timeline provided
2. Cancel and refund – Full refund if delay is unacceptable
3. Change delivery address – Ship to more accessible location
4. Pick up from courier depot – Collect yourself if preferred

Our Responsibility

We ARE responsible for:

✅ Delays caused by our processing errors
✅ Courier partner failures or negligence
✅ Incorrect shipping information from our side
✅ Lost or misrouted packages

Resolution: Full refund, free replacement, or store credit (your choice)

We are NOT responsible for:

❌ Delays due to incorrect customer information (wrong address, invalid phone)
❌ Recipient unavailability (not home, phone off)
❌ Natural disasters or government restrictions
❌ Public holidays or weekends (where delivery isn’t offered)
❌ Customs delays (if international)

Resolution: We’ll work with you to reschedule or find alternatives

Customer Responsibilities

To avoid delays, please ensure:

✅ Accurate Delivery Information

• Complete physical address with landmarks
• Correct phone number (active and reachable)
• Alternative contact if you won’t be available

✅ Availability to Receive

• Be available during estimated delivery window
• Keep phone on and volume up
• Respond to courier calls/texts promptly

✅ Clear Delivery Instructions

• Mention apartment number, building name
• Provide landmarks (near specific shop, church, etc.)
• Note gate codes or access requirements

What If You Miss a Delivery?

First Attempt:

• Courier will call/text you
• If unavailable, they’ll retry or hold at depot

Second Attempt:

• Usually next business day
• You’ll be notified of retry time

After Failed Attempts:

• Package held at courier depot for 3-5 days
• You can arrange pickup
• If not collected, returned to Enan Shop
• Refund issued minus shipping costs (if customer’s fault)

Pro Tip: Track your order and stay reachable on delivery day!

7. Delivery Security & Safety

Your safety and package security are our priorities

Safe Delivery Practices

Contactless Delivery (Optional)

• Request “leave at door” in order notes
• Courier will photograph delivery and notify you
• Available for low-security-risk areas only

ID Verification

• Required for high-value orders (over KSh 15,000)
• Protects against fraudulent claims
• Valid ID types: National ID, Passport, Driver’s License

Signature Required

• Standard for all deliveries
• Confirms receipt and condition
• Legal proof of delivery

Package Security

Tamper-Evident Packaging

• All orders sealed with security tape
• Any tampering is immediately visible
• Refuse delivery if seal is broken

Insurance Coverage

• All shipments fully insured
• Lost or damaged items replaced at no cost
• Claims processed within 3-5 business days

Courier Verification

• Our couriers carry identification
• Branded uniforms or vehicles (where applicable)
• You can verify courier identity by calling us

What to Do If Something Feels Wrong

If you suspect fraud or feel unsafe:

1. ❌ Do NOT accept the delivery
2. 📞 Call us immediately: +254 723 451 401
3. 📸 Take photos/note vehicle details if possible
4. 🚨 Report to local authorities if threatened

We will never:

• Send unmarked or suspicious couriers
• Ask for additional payment on delivery (unless COD arranged)
• Request personal information from the courier
• Deliver to a different address without confirming with you

8. Failed Deliveries & Returns to Sender

What happens if delivery can’t be completed?

Reasons for Failed Delivery

• ☎️ Recipient unreachable (phone off/not answering)
• 🏠 Incorrect or incomplete address
• 📅 Recipient unavailable (not home during attempts)
• ⚠️ Security concerns at delivery location
• ❌ Recipient refuses delivery

Our Process

Attempt 1: Courier contacts you and attempts delivery
Attempt 2: Retry next business day (or as arranged)
Hold Period: 3-5 days at courier depot for pickup
Return to Sender: If not collected, package returns to Enan Shop

If Package Returns to Us

Customer-Caused Failures (wrong info, unavailable):

• We contact you to verify details
• Reship once for KSh 500 reshipment fee
• Or issue refund minus original shipping cost

Our Error (wrong address from us, courier failure):

• FREE reshipment with corrected information
• Full refund including shipping if you prefer
• Apology and possible discount on next order

Avoiding Failed Deliveries

Simple steps:

1. ✅ Provide accurate address with landmarks
2. ✅ Double-check phone number
3. ✅ Stay available on estimated delivery day
4. ✅ Track your order for real-time updates
5. ✅ Respond to courier calls immediately

9. International Shipping

Currently, Enan Shop primarily serves customers within Kenya.

Kenya Deliveries (Current Service)

• ✅ All 47 counties covered
• ✅ Fast, reliable nationwide delivery
• ✅ KSh 500 flat rate or FREE over KSh 10,000
• ✅ Full tracking and insurance

Sending Gifts to Kenya from Abroad

1. Order online at www.enanshop.co.ke
2. Provide Kenya delivery address
3. Standard Kenya shipping applies (KSh 500 or FREE over KSh 10,000)
4. Pay using international cards (Visa/Mastercard)

11. Frequently Asked Questions

Q: How much is shipping?

A: KSh 500 flat rate to anywhere in Kenya. FREE for orders over KSh 10,000.

Q: How long will my order take to arrive?

A: 1-2 days in Nairobi, 2-4 days nationwide. Same-day available in Nairobi for orders before noon.

Q: Can I change my delivery address after ordering?

A: Yes, if you contact us before the order ships. Call +254 723 451 401 immediately.

Q: What if I’m not home when delivery arrives?

A: The courier will call you to arrange a suitable time or hold at their depot for pickup.

Q: Do you deliver on weekends?

A: Saturday deliveries are available in some areas. No deliveries on Sundays or public holidays.

Q: How do I track my order?

A: Use the tracking number sent via email/SMS on our website or the courier’s tracking portal.

Q: What if my package is lost or stolen?

A: Contact us immediately. All shipments are insured—we’ll send a replacement or full refund at no cost to you.

Q: Can I pick up my order instead of having it shipped?

A: Yes! Pick-up option is coming soon from our Limuru Road location. Check website for availability.

Q: Do you ship to P.O. Boxes?

A: We recommend physical addresses for faster delivery, but we can ship to P.O. Boxes through Posta Kenya (may take 1-2 extra days).

Q: What happens if I refuse delivery?

A: The order returns to us, and we process a refund. If the issue was on our end (wrong item), you get a full refund. If you changed your mind, shipping costs may be deducted.

12. Contact Us

Have questions about shipping or need delivery support?

Our customer service team is ready to help!

Contact Information

Enan Shop
📧 Email: info@enanshop.co.ke
📞 Phone: +254 723 451 401
💬 WhatsApp: +254 723 451 401
🌍 Website: www.enanshop.co.ke
📍 Address: Limuru Road, Nairobi, Kenya

Business Hours

Monday – Friday: 9:00 AM – 5:00 PM
Saturday: 9:00 AM – 12:00 PM
Closed: Sundays & Public Holidays

Response Times

• Phone/WhatsApp: Immediate (during business hours)
• Email: Within 4-24 hours
• Urgent Issues: Call for fastest response

What to Include When Contacting Us

For delivery inquiries, please provide:

• ✅ Order number
• ✅ Tracking number (if available)
• ✅ Delivery address
• ✅ Nature of your inquiry

This helps us assist you faster!

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Our Delivery Promise

At Enan Shop, we understand that fast, reliable delivery is crucial to your shopping experience. That’s why we promise:

• ✅ Speed – Most orders delivered within 1-4 business days
• ✅ Transparency – Full tracking and proactive communication
• ✅ Affordability – Flat KSh 500 rate or FREE over KSh 10,000
• ✅ Security – Fully insured shipments with verification process
• ✅ Support – Dedicated team ready to resolve any issues

We’re committed to getting your shoes to your door quickly and safely. Shop with confidence. We deliver with care. 🚚✨