Frequently asked questions

#help you everytime

Q1.How can I make an order on your website?

Placing an order on Duka Ni Yetu is very easy. View our How To Order page and get clear step by step instructions.

Q2. What time will my order be delivered?

For same day deliveries (applicable to Nairobi only) please contact us by phone, otherwise we will deliver your items the next day after you have completed your order. That means you have completed the order on our site and made a full payment for it including delivery fees. For deliveries outside Nairobi, delivery via Courier Service will be used which will take 2-3 days. Their delivery timelines are between 9 am and 4 pm.

Q3. How will I know if my order has been delivered?

We will send you an email once your delivery is dispatched from our premises. In case of any inquiries or problems regarding your delivery, contact our logistics team at +254 799 894 831. Ensure you have your order number ready to make it easier for our logistics team to assist you.

Q4. How will I know if my order is ready if I selected Pick from Office?

Once your order is ready for pick up, you will receive a call from our logistics team informing you when you can pick up your order.

Q5. Will My Order Be Delivered With a Receipt?

As we are a gifting company, we do not deliver packages with receipts. Once payment is made, the receipt is sent to the email address that is included on the order.

When making a delivery, we send out riders with a delivery note which contains the details of the recipient and the items in the package to ensure they deliver the correct package to the recipient. The prices of the items are not included on the delivery note.

Q6. How can I get discounts or coupons?

The best way to know about our offers, discounts and sales is to sign up for our newsletter. You can do so at the bottom of our homepage or when entering your contact information for your order, we will ask you if you want to be kept up to date on news and exclusive offers. Check the box to allow us to do so.

Q7. How can I get a receipt when I order online?

An invoice will be sent to your email address once you complete your order. The invoice serves as the receipt. You can leave it in your email or print it out if you want to keep records.

Q8. Can I make an order through phone or do I need to order on the website?

On off-peak days, you can place an order through the phone either through a phone call or via WhatsApp. Call or WhatsApp us on +254 799 894 831. We strongly advice that you familiarize yourself with placing an order on the website. Why? During peak days such as Valentines, Christmas and other holidays, we are not able to take orders on phone due to the large number of orders we process and our phones lines may be jammed. We would not want you to miss out on your favorite items during such times.

Q9. Can I send an order anonymously?

Yes, you can. As you place your order, you can request that we do not disclose your details to the recipient. However, we strongly advice that you provide your name on our complimentary cards or directly inform the recipient since most people would like to know who sent them such lovely flowers or gifts. It also saves them from much distress.

Q10. Will the gifts I order look exactly like what I see on the website?

We strive to provide you with the exact gifts you see on our website. However, there are times we may need to change the order according to availability. Please note that we will contact you for approval before we make any substitutions.

Q11. Can I specify when I want my delivery to be done?

Yes, you can. We have an expedited delivery option where we dedicate one rider to deliver your order at the exact specified time at an extra cost of Ksh.1200.

For standard deliveries, it may not be possible to specify an exact time of delivery. However, you can specify if you want your order to be delivered during the morning hours or during the afternoon hours only.

Q12. What if the recipient is not at the specified location?

If the recipient is not at the specified address, we will call you at the billing information you gave us to find out the exact location of the recipient so that we can reroute our rider.

Extra charges will be applied if necessary.

Q13. What do I need to know about ordering personalized items?

Personalized items require a 1-2 working day. If you order a personalized item today, you will receive it tomorrow or the next day. Kindly ensure you have given us feedback on the artwork before we close at 6 pm. Late approvals may cause your delivery to be delayed the next day. Once you have uploaded and approved the artwork and an item has been personalized, we are not able to change the artwork unless you place another order.

Q14. How soon will my delivery be done if it is out of Nairobi Environs?

We do next day delivery for orders outside Nairobi at an extra charge of Ksh.700. We dispatch deliveries outside Nairobi a day earlier via Courier services. Your delivery will be done between 9 am and 4 pm. Kindly note we are not able to influence their delivery timelines.

Our Logistics team will send you the tracking number for your order to make it easier to follow up with the Courier service regarding your delivery.

Q15. Can I trust Duka Ni Yetu with my money?

Yes, you can. When you make full payment for your order we will ensure we deliver your flowers or gifts in a timely manner and in good condition anywhere in Kenya. We are trusted by 1000s+ customers in Kenya. View Our Reviews to see what customers have to say about us.

Q16. Can I trust Duka Ni Yetu with my payment information?

Yes, you can. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. We follow all PCI-DSS requirements and implement additional generally accepted industry standards.

For more information, view our Privacy and Security page

Q17. Can I pay on delivery?

Unfortunately, we do not accept payment on delivery. You are required to make full payments for your order as well as delivery fee before we can dispatch your order.

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