Terms & Condition

Shipping and refunds

This describes Storymoja e-store’s policy on shipping and refunds for all purchases. We strive to maintain excellent customer service, including a guarantee of every product as it's described on this website. Contact us with any queries that are not addressed below.

Shipping

1. Shipping charges for goods delivered within Nairobi will incur a shipping cost KSh. 250.00 except areas considered as hardship areas
2. Shipping charges for goods delivered outside Nairobi will incur a shipping cost of KSh. 280.00 except areas considered as hardship areas
3. International orders must choose a shipping method at checkout.
4. Kindly note, we do not provide one shipping cost to orders that are split between multiple shipping addresses.
5. We reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors
6. All goods will be shipped within 72 hours or less after receipt and clearance (when all your items are available to ship) of an order.
7. Working hours at Storymoja are weekdays 08:30 hrs- 17:30 hrs, we are closed on Saturdays, Sundays and public holidays. Note that the shipping timelines may be affected by natural occurrences e.g excessive rain, man-made events e.g violence or calendar events e.g back to school rush. In the event of any of these circumstances, Storymoja will advise the client accordingly.
8. Kindly note that shipping times can be affected by factors over which we have no control, including incorrect delivery addresses, weather, courier and customs delays and Post Office delivery restrictions.
9. We cannot be held responsible for any costs incurred by the purchaser or recipient of orders due to shipment failure or late delivery.
10. Free shipping is available for orders above Ksh. 1,999.00. The free shipping only applies to orders with a shipping address within Kenya. This will be done using our preferred courier.
11. Should the client prefer a different courier other than ones offered, the client will meet the delivery costs and it will be at the client's own risk. For international orders, the client must choose a shipping method on checkout.
12. Kindly note that free shipping on orders that are split between multiple shipping addresses will not be possible. A split order will not be considered as a single consignment and may be treated as a multiple order, hence attracting additional courier charges.
13. We reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors.

Delivery to hardship areas (Areas considered with poor infrastructure)

The following areas* are considered hardship areas by most courier services (including EMS) and will, therefore, attract extra shipping fee of not less than KSh. 1,000.00 : Baragoi, Bura, Dadaab, Elwak, Garsen, Hola, Habaswein, Ijaara, Lamu, Lodwar, Lokichogio, Mandera, Maralal, Marimanti, Marsabit, Masalani, Mbita, Modogashe, Moyale, Nginyang, Sugutar marmar, Takaba, Wajir & Wamba.

Kindly note delivery for items shipped to hardship areas is within 7 days.

* The list is updated occasionally as we get the information. Any other area not listed here and not easily accessible falls under a special zone And will be priced accordingly.

Premium Delivery Services

DHL (International Shipping)

DHL Express Worldwide is an internationally renowned logistics company and Storymoja is happy to partner with them. DHL is a premium service that you can select for all international (Out of Kenya) deliveries. It is automated on our website and you get instant quotes depending on the delivery address. DHL has a reliable tracking system and a transit time of within 2-3 days to most parts of the world.

DHL option will only be available once you enter a destination address that is outside Kenya.

Note:

Shipments may be subject to clearance regulation in the destination country and may be subject to Customs Duties which should be paid by the receiver. For more information on customs duties and taxes please click here.

Refunds and Returns/Exchanges

You're eligible for a refund or return within 7 days if you're dissatisfied with your purchase due to an error on our part or if the product doesn't arrive.

1. Incorrect Product / Not As Described / Damaged

You are eligible for an exchange if the item you receive is incorrect or damaged, as a result of an error on our part. To receive an exchange, you must return your item directly to us within 7 days of the estimated delivery date and in the same condition you received it in.

2. Product Did Not Arrive

You are eligible for a full refund of the purchase price, including shipping costs, if your product hasn't arrived 15 days past the estimated delivery date. If the shipper/courier provides tracking information indicating the book has arrived, the return is void.

In cases where the product is returned to us for any of the following reasons, the refund price includes product price only:

• incomplete address,
• unclaimed,
• returned to sender,
• or similar.

3. Other Terms & Conditions

1. Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund or exchange the item on receipt, excluding the original delivery charge.
   The item is your responsibility until it reaches us. Therefore, for your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
2. Delivery charges are only refundable where goods were never delivered. In an event of exchanges we shall take care of the delivery charges.
3. The cost of returning the item to us is your responsibility.
4. There are no refunds on items damaged during shipping. In that case, you must file a claim with the carrier.
5. Orders that are paid for with a credit card and returned will be allocated a KSh 100 as processing fee.
6. We do not refund MPesa or credit card fees. They will be deducted from the total amount of your refund.
7. We currently do not support cash on delivery, in its place we accept mobile money transfer i.e. mpesa on delivery for orders within Nairobi.
8. In case of a refund, either partial or full, the transaction fees incurred by Storymoja will be deducted from the refund amount.
9. The client has an obligation to respond to any communication either written or oral in order to facilitate delivery.
10. For outside of Nairobi deliveries, keep in mind EMS/ Posta do not offer door to door deliveries. In such cases, the client will be required to collect their order at the nearest Posta office.