Shipping & Returns
Absolutely. I’d recommend replacing the current page rather than simply adding an international paragraph—the existing copy feels a little dated, especially the COVID-19 reference and the refund wording.
For Elleca, I’d make the policy clear, warm, and reassuring, while keeping DHL international shipping flexible enough that you’re not promising delivery times or costs you can’t control.
Shipping & Returns
We want getting your Elleca pieces to you to feel as easy as wearing them. Here’s everything you need to know about shipping, returns, and refunds.
Shipping
Kenya
We offer free delivery on all domestic orders over KES 20,000.
Nairobi: Next-day delivery for items that are ready to ship.
Outside Nairobi: Delivery typically takes 2–3 business days.
Orders containing made-to-order or pre-order pieces will follow the timeframe stated on the product page.
Once your order has been dispatched, we’ll share your delivery details so you can keep an eye on your package.
International Shipping
Yes, we ship Elleca beyond Kenya. ✨
International orders are shipped using DHL Express, where available, to provide a reliable and trackable delivery experience.
International shipping fees are calculated based on your destination, package size, and applicable shipping rates. The available shipping options and cost will be shown at checkout.
Please note that international delivery times can vary depending on the destination and customs clearance. DHL will provide tracking information once your order has been dispatched.
Customs, Duties & Taxes
International orders may be subject to customs duties, import taxes, VAT, or other fees imposed by the destination country.
These charges are determined by your local customs authority and are not included in the Elleca product or shipping price unless specifically stated at checkout. Any applicable customs duties or taxes are the responsibility of the customer.
Customs clearance can occasionally cause delays that are outside of our control. We recommend checking your country’s import requirements before placing an international order.
No-Hassle Returns
We accept returns within 30 days of the original purchase date.
To be eligible for a return, your item must:
Be unused and unworn.
Be in the same condition in which you received it.
Include its original packaging, where applicable.
Gift cards are non-refundable and non-returnable.
How to Start a Return
To begin your return, please email itselleca@gmail.com with your order number and a brief reason for your return. We’ll then guide you through the next steps.
For international returns, please note that the customer is responsible for the cost of returning the item to Elleca unless the item received was incorrect or defective.
Refunds
Once we receive and inspect your returned item, we’ll email you to confirm that your return has been received and let you know whether your refund has been approved.
If approved, your refund will be processed to your original method of payment, where possible. Refunds may be issued via M-Pesa, PayPal, or the original payment method, depending on how your order was paid.
Please allow some processing time for the refund to appear in your account.
Original shipping costs are non-refundable. For international orders, customs duties, import taxes, and other fees charged by your country’s customs authority are also non-refundable.
Late or Missing Refunds
If you haven’t received your refund after 10 business days from the date we confirm that your return has been processed:
Check your bank account or payment account again.
Contact your payment provider, as some refunds can take additional time to appear.
If you’ve done this and still haven’t received your refund, email us at itselleca@gmail.com and we’ll look into it for you.
Final Sale Items
Items marked “Final Sale” are not eligible for return or refund.
Damaged or Incorrect Orders
Something arrived looking a little less than perfect? We’re sorry. Please email itselleca@gmail.com as soon as possible with your order number and clear photos of the item and packaging.
We’ll review the issue and work with you on the best next step.
A Little Note on Delivery
Once your order has left Elleca, delivery is in the hands of our courier partners and, for international orders, the relevant customs authorities.
We’ll always do our part to get your piece to you safely. If a delivery takes a little detour along the way, we’ll do our best to help you sort it out. ♡
For any questions about shipping, returns, or your order, email us at itselleca@gmail.com.