Delivery & Returns
Fast delivery across Kenya, and a simple, fair returns promise.
🚚 Delivery
- How to order: add products to your cart and check out on WhatsApp, or message us directly. Our team confirms stock, the total and delivery details before dispatch.
- Payment: payment options are confirmed with you on WhatsApp when your order is confirmed.
- Tracking: we share dispatch updates and courier details on WhatsApp.
- Courier pick-up: for countrywide orders, you may need to collect your parcel from the courier's office in your town — please bring your ID and order details.
- Salons, barbers & distributors: for bulk orders, contact our team for delivery arrangements.
↩️ Returns & refunds
✅ You can return
- Unopened products within 7 days of delivery, seal intact, in original packaging
- Items that arrive damaged, leaking or wrong — reported within 48 hours with a photo
- Appliances that are faulty on arrival, returned with all parts and the box
❌ We can't accept
- Opened or used hair-care products (for hygiene), unless faulty
- Returns after 7 days from delivery
- Appliances damaged through misuse, drops or incorrect voltage
How to return an item
- Message us on WhatsApp or email info@sayonacosmetics.com with your name, order details and photos.
- Get approval — we confirm your return and how to send it back.
- Send the item — if the item is damaged or we made a mistake, we cover the return delivery. For change-of-mind returns, return delivery is at your cost.
- Refund or exchange — after inspection, we refund through your original payment method within 5 working days, or exchange the item.
Frequently asked questions
How much is delivery?
Delivery within Nairobi is free on orders of KSh 3,000 or more. Otherwise: Nairobi KSh 200, Nairobi environs KSh 350, Rest of Kenya (courier) KSh 450. The fee is shown in your cart before you order.
How long does delivery take?
Confirmed orders are dispatched the same day where possible. Nairobi orders usually arrive the same or next working day. Countrywide courier deliveries take 1–3 working days, depending on your town.
Can I return a product?
Yes. You can return products within 7 days of delivery if they are unopened, with the seal intact and in the original packaging. For hygiene reasons, opened or used hair-care products can only be returned if they are faulty.
What if my order arrives damaged, leaking or wrong?
Send us a photo on WhatsApp within 48 hours of delivery and we will replace the item at no extra cost, including delivery.
How do I get my refund?
Once we receive and inspect your return, we refund you through your original payment method within 5 working days, or exchange the item if you prefer.
Do Black November deals have a different return policy?
No. Products bought at Black November and Black Friday Weekend prices follow the same delivery and returns policy as any other order.
Need help with an order?
Our team is in Nairobi and replies fastest on WhatsApp.