Delivery & Shipping Policy

At Bwonjo, we aim to get your order to you quickly, safely and conveniently. We offer same-day delivery within Nairobi and nationwide delivery across Kenya through trusted courier partners and customer-preferred delivery options.

Delivery Within Nairobi

Orders within Nairobi are eligible for same-day delivery.

Most Nairobi deliveries are completed in approximately 1 hour after the order, payment and delivery details have been confirmed.

Actual delivery time may vary depending on:

Your location within Nairobi
Product availability
Time of order confirmation
Traffic conditions
Weather conditions
Rider availability
Access restrictions at the delivery address

We will provide or confirm the expected delivery time when processing your order.

Same-day delivery is an estimated service time and may occasionally take longer due to circumstances outside our reasonable control.

Delivery Outside Nairobi

We offer delivery to customers across Kenya.

Orders outside Nairobi are generally dispatched for next-day delivery (or to 0–2 days depending on location) using Fargo Courier, Wells Fargo, or another suitable courier service.

Where practical, customers may also request delivery through a preferred courier or transport service. Please tell us your preferred delivery method when placing your order.

Next-day delivery is the standard expected timeframe for many destinations, but actual delivery time may vary depending on the destination, courier schedule, public holidays, weekends, weather, transport disruptions and other circumstances affecting the selected courier.

Some remote or less frequently served locations may require additional delivery time.

Order Processing and Dispatch

An order is prepared for dispatch after:

The product has been confirmed as available
The order details have been confirmed
The delivery address and contact details have been provided
Any required payment has been confirmed
The selected delivery method has been agreed

Where an item requires additional processing or cannot be dispatched within the normal timeframe, we will contact you with an updated delivery estimate.

Delivery Charges

Delivery charges depend on factors such as:

Delivery location
Package size or weight
Courier or transport service selected
Urgency of delivery
Any special handling requirements

The applicable delivery charge will be communicated to you before the delivery is confirmed.

Where a customer chooses a specific courier or transport provider, charges applicable to that service may be passed on at the agreed rate.

We will not knowingly add an undisclosed delivery charge after the delivery method and applicable cost have been agreed.

Delivery Address and Contact Information

Please provide a complete and accurate delivery address together with a working telephone number when placing your order.

For Nairobi deliveries, we may contact you for a location pin, landmark, building name, floor, office number or other information necessary to locate you.

For courier deliveries outside Nairobi, please ensure that the recipient name, telephone number, town and preferred collection point or delivery address are correct.

Bwonjo will not be responsible for avoidable delays caused by incorrect or incomplete delivery information supplied with the order. We will, however, assist you in correcting delivery information where this is still possible.

Receiving Your Order

When your order arrives, we recommend confirming that:

The package is intended for you
The exterior packaging has not been visibly damaged or interfered with
The product received corresponds with your order
Any accessories or items included in the order are present

For some deliveries, the courier or delivery representative may request the recipient’s name, identification, signature, confirmation code or another reasonable form of delivery confirmation before releasing the package.

For security reasons, high-value orders may require additional delivery verification.

Damaged, Missing or Incorrect Deliveries

If your order arrives visibly damaged, contains the wrong item, is incomplete, or does not arrive as expected, please contact Bwonjo as soon as reasonably possible.

Where appropriate, keep the packaging and take clear photographs or video of:

The package as received
Any visible damage
The shipping label
The product
Any missing or incorrect contents

This information can help us investigate the matter with the delivery provider and resolve it more quickly.

Contacting us about a delivery problem does not affect any rights you may have under applicable Kenyan consumer law.

Courier Tracking

Where tracking information is available, we may provide the applicable courier tracking details after dispatch.

Tracking information and status updates supplied by an independent courier are provided by that courier and may occasionally take time to update.

If you believe a shipment is delayed or has stopped progressing, contact Bwonjo and we will assist with following up on the delivery.

Customer-Preferred Couriers and Transport Services

You may request that your order be sent through a courier, bus parcel service, transport company or other delivery provider of your choice where reasonably practical.

We will confirm whether the requested option is available before dispatch.

Services provided by an independent delivery provider may also be subject to that provider’s operational requirements and delivery terms.

Bwonjo will remain available to assist with order-related delivery issues.

Failed or Unsuccessful Delivery

A delivery may be unsuccessful where, for example:

The recipient cannot be reached
Nobody is available to receive the order
The delivery address is incorrect or inaccessible
Required delivery verification cannot be completed
The recipient declines the delivery
The courier cannot complete delivery for operational reasons

Where a delivery attempt is unsuccessful, we will work with you and the delivery provider to arrange the next appropriate step.

A reasonable additional delivery charge may apply where a new delivery is required because of circumstances attributable to the recipient. Any such charge will be communicated before a new delivery is arranged.

Delivery Delays

While we aim to meet our stated delivery estimates, delivery times are estimates rather than absolute guarantees.

Delays may occasionally occur because of circumstances such as:

Heavy traffic
Severe weather
Road closures or transport disruption
Courier delays
Public holidays
Peak shopping periods
Security restrictions
Incorrect delivery information
Events outside Bwonjo’s reasonable control

Where we become aware of a significant delay affecting your order, we will make reasonable efforts to update you.

Product Availability

Products shown as available may occasionally become unavailable before an order has been completed due to simultaneous purchases, inventory corrections or other stock changes.

If we cannot fulfil an order within the expected timeframe, we will contact you to discuss the available options.

We will not knowingly substitute a different product without your agreement.

Changes to a Delivery

If you need to change your delivery address, recipient or delivery method, contact us as soon as possible.

We will make reasonable efforts to accommodate a change before dispatch.

Once a package has been handed to a courier or is already in transit, some changes may no longer be possible or may result in an additional courier charge.

Delivery Coverage

Bwonjo delivers within Nairobi and throughout Kenya, subject to the availability of suitable delivery or courier services for the destination.

If normal courier delivery is unavailable to a particular location, we will contact you to agree on an alternative delivery arrangement where possible.

Returns, Refunds and Warranty

This Delivery & Shipping Policy covers the transportation and delivery of orders.

Returns, refunds, exchanges, defective products and warranty claims are governed by Bwonjo’s separate Returns & Refunds Policy and Warranty Policy, together with any rights available to customers under applicable Kenyan law.

Contact Bwonjo

For questions about an order, delivery, courier tracking or a delivery problem, contact us:

Phone: +254 713 569 755
Email: shopbwonjo@gmail.com
Website: Bwonjo.co.ke

When contacting us about an existing order, please provide your name, telephone number and order details so that we can assist you efficiently.

Policy Updates

Bwonjo may update this Delivery & Shipping Policy from time to time to reflect changes in our delivery services, courier arrangements, business operations or applicable requirements.

The version published on Bwonjo.co.ke will be the current version of this policy.

Bwonjo Information & Policies

For more information about shopping with Bwonjo, please see:

Last updated: 26 September 2026