Frequently Answered Questions

Store Information

When are you open?

We are open (Mon to Fri: 9:00am to 5:00pm, Saturday: 9:00am to 2:00pm). We are closed on Sunday and public holidays.

Where are you located?

We are located in Nairobi, Kenya.

Our workshop is located in Nabro Towers on Chambers Road in Ngara Area.

How can I contact you?

We are happy to respond to your inquiries and welcome calls, direct messages on our social media channels and e-mails. Someone shall always get in touch as soon as possible, within 24 hours.

Placing Orders

Cancellation Policy

We do not accept cancellations once the embroidery design has been confirmed for production and the order has been placed.

Can I change my order?

You can change or make edits to your order before the design is confirmed for production.

Can I add wording or change something that I have already ordered?

Yes, in most cases. We will charge an additional fee for this service since it has to go back to the production stage.

URGENT ORDER?

Our normal processing time is 3-4 days. If you require same day/overnight/within 24 hours, please contact us. We may charge an additional fee for the rush service to make sure you get your order on time.
 

What if there is a mistake with the embroidery?

To reduce the chances of making mistakes, we request that you check that the spelling and all customisation details are correct. We also ask you to approve the design that is sent to you before production. Should there still be correction required due to a mistake on our part, kindly contact us to resolve the matter.

If your question is not answered here or need further clarification, kindly get in touch with us.

Delivery Information

Do you have a delivery service?

Yes, we use a reliable courier to deliver all orders. Delivery charges apply based on location. Please choose the correct location at checkout. If you are unsure, kindly give us a call and we shall be happy to assist. We also deliver countrywide and overseas.

When will I get my order?

We commit to deliver within 3 days (Sunday and public holidays excluded) from when you place your order. This does not include public holidays.

If for whatever reason there should be a delay with your order, we shall be sure not notify you.

Do you deliver worldwide?

Through DHL, we are able to deliver your order to any part of the world in just a few days. Kindly get in touch with us to inquire about our international shipping rates.

Can I pick my online order/purchase from your store?

You may collect your order personally or send your preferred couriers to collect your order but if they’re on two wheels a.k.a. boda, kindly ensure that they’re fitted with a container to guarantee that your products arrive intact and presentable.

We are responsible for deliveries only made by our courier.

Important: Failed Delivery

We will always contact you as we schedule your delivery. Should the courier service not be able to complete a delivery at the address specified, either due to an incorrect delivery address, unavailability of person to accept the parcel, within regular delivery times, Khalayi may at its discretion charge the purchaser a re-delivery fee (equal to the standard delivery charges) for the subsequent delivery of the package. Please keep this in mind when picking a delivery/collection date.

Shipping Delays

We always endeavor to dispatch on time every time, but sometimes there are things that go beyond our control resulting in a delay. Regardless of the reason for this, we will do our best to help you and inform you as soon as we know of any impending delays and measures being taken to resolve the matter.

Return Policy

Personalised and Customised Items

Due to the nature of our business and the products that we sell, we cannot offer refunds or exchanges once your order has been confirmed. If you have a problem with your order, please contact us to resolve the issue.