Delivery Terms & Condition
Welcome to In Stitches.
Our customers are able to order and pay online via our secure payment facility. If you have any problems or would like advice regarding sizes, fit or fabrics, please call us on +254798316860 Monday–Saturday 10am-4pm.
When you submit an order via our website, you will receive a confirmatory email as an acknowledgement of your order. This email does not constitute acceptance of the order by us until payment has been received.
All products are subject to availability. We try to ensure items are available by anticipating demand. However, we are not able to guarantee availability for all items.
Whilst we make every effort to ensure that this website is up-to-date it is not possible to ensure that all items are always available when you order.
All orders are accepted subject to availability of the goods. If any ordered goods are not readily available to us, we will inform you as soon as possible. For the avoidance of doubt other goods ordered by you will be dispatched in the normal way.
DISCOUNT CODES AND PROMOTIONS
From time to time we may offer discount codes to be used against certain products. These codes may not be used in conjunction with any other offer or promotion unless otherwise stated and also exclude discount on postage or sale items.
Gift Vouchers purchased online may only be redeemed online. Multiple, valid gift voucher codes may be utilised in one order. Gift Vouchers may not be exchanged for cash.
For added security all of the payments made online are hosted by Pesapal and Stripe so your card payment is totally safe. Your refunds will also be processed using the same system. You can pay using Visa, Mastercard, Maestro, and AmEx. We also accept payments via PayPal.
Kenya (tracked delivery 2-5 days) – As per Fargo Courier Charges >>>
Nairobi – Next Day delivery (if ordered by 3pm Monday to Friday) KES 250/- if within 5km of Central Business District, or as per Bolt/Uber boda charges, whichever is lower.
Nairobi – Same Day delivery (if ordered by 3pm Monday to Friday) KES 350/- if within 5km of Central Business District, or as per Bolt/Uber boda charges, whichever is lower.
We also offer the option to pick up in store at our shop in Sarit Centre, Westlands.
Please note: next day delivery for orders made over the weekend will be posted out Monday for delivery on Tuesday. Next day delivery is subject to availability during Public Holiday periods. Please check if you are unsure.
Our upcountry parcels are sent using Fargo tracked 48 hours service and should be with you within 3-5 days of being ordered.
Our local parcels are sent via Uber/Bolt boda and should be with you on the day following the order.
As a small, family company we ask that all returns are sent back to us within 14 days of receipt. Should you wish to return anything, please contact us within 48 hours of receipt of parcel by email, [email protected]. This enables us to inform other customers of the return to stock, should that item become out of stock. Returns may not be accepted after 14 days, and may be returned to you at your own expense. This does not affect your statutory rights.
It is important that any unwanted item (unless faulty) is returned unworn and in a resaleable condition. All labels and price tags must be attached, and proof of purchase enclosed. Please also include our Returns Form for identification purposes. You will find this enclosed in the original packaging. Please return to:
1st Floor Sarit Centre, Westlands, Nairobi, Kenya
We do not offer a free returns service, but we refund postage on all returns. We recommend that you send your items with a proof of posting service as we cannot be held responsible for any return items until we have received them. We will process your refund as soon as we receive the goods.
Please use the returns note included in your parcel or the exchange section for changes of sizes, colours etc. If the exchange value exceeds the original order value then we will require your full payment card details.
Please take care when opening items before deciding whether to keep them, as you have a legal obligation to take reasonable care of the goods while they are in your possession. Items that are marked, covered in animal hair, have deodorant marks or smell of cigarettes/perfume will not be accepted as resaleable and will be returned to the purchaser and no refund or exchange will be issued. This does not affect your statutory rights.
If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within fourteen (14) days of the day we confirm via email that you are entitled to a refund for defective goods. We regret that post and packaging charges cannot be refunded.
If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the name and address on the order (except in the case of a full or part purchase of goods using a Gift Voucher, as detailed below).
If any product purchased with a Gift Voucher is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Voucher. If your purchase was partially paid for on Gift Voucher and a refund is payable to you, your Gift Voucher will be refunded up to the voucher’s original value, any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Voucher used to purchase the returned good(s), we will issue you with a new Gift Voucher to the value payable to you up to the amount of the card’s original value.
Our returns policy does not affect your statutory rights.