Terms and conditions

These terms apply when you order from Cozy & Chic Store through this website, on WhatsApp or by phone. By placing an order you agree to them.

1. Who can order

We sell and deliver within Kenya only. You must give us a working Kenyan phone number so we can reach you about your order.

2. Placing and confirming an order

• Placing an order on this website is a request to buy. It is not yet a confirmed order.
• We will contact you to confirm your details, the availability of the items, the price and the delivery details. Order confirmation is required before dispatch.
• If an item is not available, we will tell you and you can change or cancel the order.

3. Prices

Prices are shown in Kenyan Shillings (KES). The price shown on the website does not include delivery. We try to keep prices and descriptions accurate; if we find a mistake, we will tell you the correct price when we confirm your order and you can decide whether to go ahead.

4. Payment

• Orders are paid for before they are sent out or collected. We do not offer payment on delivery.
• Payment is by M-Pesa, on this website where it is offered or using the details we give you when we confirm your order. You receive a receipt for every payment.
• A small booking fee (e.g. KSh 200 to 500) may be required for first-time customers to reserve your item and delivery slot. The balance is paid before your order is sent out.

5. Lipa Polepole

• With Lipa Polepole you choose an item and pay for it in weekly installments that we agree with you.
• Once the item is fully paid, you can pick it up or have it delivered.
• Groups, chamas and merry-go-rounds can use Lipa Polepole and rotate purchases among members.

6. Delivery and pick up

• Delivery is available at a fee based on your location. Where a fee is set for your county it is shown at checkout; otherwise charges will be communicated before delivery.
• Orders are packed and sent through our courier partner on the delivery date we agree with you.
• Please be available at the agreed time and location, and keep your phone on so the courier can reach you.
• If you cannot receive or pick up your order, kindly notify us in advance so we can agree another time.

7. Checking your items, returns and refunds

Please inspect your items as soon as you receive them. If something is damaged, missing or not what you ordered, tell the courier and contact us straight away so we can put it right. Returns, exchanges and refunds, including the booking fee and Lipa Polepole installments, are covered by our returns and refunds policy.

8. Cancelling or changing an order

You can cancel or change an order before it is dispatched by contacting us. Once an order has been dispatched, please contact us as soon as possible and we will agree what can be done.

9. Your information

We use the details you give us to confirm and deliver your order. See our privacy policy and cookie policy.

10. Law and changes to these terms

These terms are governed by the laws of Kenya. Nothing in them takes away rights you have under Kenyan consumer protection law. We may update these terms; the version on this page when you place your order is the one that applies to it.

Contact us

Call us on 0143 384 533 or message us on WhatsApp.