Shipping policy

All orders are processed within 1-5 business days (excluding weekends and holidays)  for domestic orders and after receiving your order confirmation email. You will receive another notification when your order has shipped. 

Items bought on sale will take a slightly longer time to ship. This is due to the high volume of orders we receive at this time. Kindly allow 3-14 business days for order processing during sale/promotions.

 

DOMESTIC SHIPPING RATES

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.

 

INTERNATIONAL SHIPPING

DHL delivery van with boxes and a worker in an indoor setting

We offer international shipping worldwide via DHL within 10 - 14 working days.

Because our website cannot calculate your international shipping rate just yet, reach us via WhatsApp on +254 769 828 800 with your order and location. We will then create an order for you once shipping rate is calculated and you will receive a notification to complete your order payment on the website.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Ilisah is not responsible for these charges if they are applied and are your responsibility as the customer.

HOW DO I CHECK THE STATUS OF MY ORDER?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 5 days of receiving your shipping confirmation email, please contact us at hello@ilisah.com with your name and order number, and we will look into it for you.

REFUNDS, RETURNS AND EXCHANGES

We accept returns up to 48hrs after delivery, if the item is unused and in its original condition, and we will exchange it with another product worth the same order amount minus the shipping costs for the return. 

This only applies for domestic orders (within Kenya)

In the event that your order arrives damaged in any way, please email us as soon as possible at hello@ilisah.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at hello@ilisah.com.