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SHIPPING &
RETURNS

Last updated: 22 May 2026

1. Shipping Policy

Delivery Areas

We currently deliver within Nairobi and selected areas across Kenya. If you are outside Nairobi, please contact us at [email protected] or call +254 142 655 010 to confirm delivery availability to your location before placing an order.

Delivery Timeframes

  • Nairobi Metro: 1–3 business days
  • Outside Nairobi: 3–7 business days (subject to courier schedules and availability)

Delivery timeframes are estimates and may vary due to factors beyond our control, including weather conditions, traffic, public holidays, and third-party courier operations. We will notify you of any significant delays.

Delivery Fees

Delivery fees are calculated based on your location and order size. The exact fee will be displayed at checkout before you confirm your order. We may offer free delivery promotions from time to time — check our Site or social media for current offers.

In-Store Pickup

You may choose to collect your order in person from our Westlands boutique at no charge. We will notify you by email or phone when your order is ready for collection. Please bring your order confirmation and a valid ID when collecting.

Order Tracking

Once your order is dispatched, we will send you a confirmation with tracking information where available. If you do not receive tracking details within the expected dispatch window, please contact us.

Failed Deliveries

If a delivery attempt fails due to an incorrect address provided by you, or if no one is available to receive the package, we will contact you to arrange a re-delivery. Additional delivery fees may apply for re-delivery attempts. If we are unable to reach you within 7 days of the first attempt, the order may be cancelled and refunded, minus any non-refundable shipping costs.

Damaged or Missing Items

Please inspect your order upon receipt. If your package arrives damaged or items are missing, please contact us within 48 hours of delivery with photos of the damaged packaging and products. We will arrange a replacement or refund as appropriate.

2. Returns Policy

Eligibility for Returns

We want you to be happy with your purchase. You may return eligible items within 14 calendar days from the date of purchase or delivery, provided the item is:

  • Unopened and in its original, sealed packaging
  • Unused and in the same condition you received it
  • Accompanied by the original receipt or proof of purchase

Non-Returnable Items

The following items cannot be returned for hygiene, safety, or perishability reasons:

  • Perishable food and beverage items from Z2 REFUEL (smoothies, juices, coffee, wraps, meals)
  • Opened supplements, vitamins, or nutrition products
  • Skincare products, fragrances, and personal grooming items (if seal is broken)
  • Items marked as “Final Sale” or “Clearance”
  • Gift cards and e-vouchers

How to Return an Item

  1. Contact us at [email protected] or call +254 142 655 010 within 14 days of purchase to initiate a return. Please include your order number, the item(s) you wish to return, and the reason for return.
  2. Our team will review your request and provide return authorisation if the item is eligible.
  3. Return the item to our Westlands boutique in person, or arrange return shipping (return shipping costs are the customer's responsibility unless the return is due to our error).
  4. Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

Refunds

  • Approved refunds will be processed to the original payment method within 14 business days.
  • Refunds for cash purchases will be processed via M-Pesa or bank transfer.
  • Original shipping charges are non-refundable unless the return is due to our error (e.g., wrong item shipped, defective product).
  • If a refund is delayed beyond 14 business days, please contact us and we will investigate.

Exchanges

We offer exchanges for defective or damaged items of the same product. If you wish to exchange an item for a different product (e.g., different size, colour, or variant), please initiate a return and place a new order for the desired item. Exchange requests are subject to product availability.

3. Contact Us

For any questions about shipping, delivery, returns, or refunds, our team is here to help: