Shipping policy

Coastal Basics Shipping Policy

Last Updated: 15 August 2026

At Coastal Basics, we want your order to reach you safely and as smoothly as possible. This Shipping Policy explains how we process and deliver orders within Kenya and internationally.

By placing an order with Coastal Basics, you acknowledge and agree to the shipping terms applicable to your delivery destination.

1. Order Processing

Once your order has been successfully placed and payment has been confirmed, we will begin processing it for delivery.

Orders are generally processed within 1–2 business days, unless otherwise stated on the product page or at checkout. We pride ourselves in fast shipping so your rider may contact you just a few hours after your delivery has been placed within Nairobi zones.

During sales, launches, public holidays, peak seasons, or periods of unusually high order volume, processing may take slightly longer. If there is a significant delay, we will make reasonable efforts to communicate this to you.

Please ensure that your name, phone number, email address, delivery address, and any relevant delivery instructions are correct before completing your order.

2. Delivery Within Kenya

We offer delivery across Kenya through our delivery and courier partners.

Delivery times may vary depending on the destination and delivery method selected at checkout. We allow you to use riders to most zones in Nairobi for fast same day delivery, PickUp Mtaani dropoffs, Nationwide Couriers, International Shipping through DHL/FedEX or a free town Pickup.
Kindly note that we are unable to send packages through touts due to limited tracking methods.

Nairobi County

Orders within Nairobi County are generally delivered through our available local delivery options.

Where applicable, the rider may contact you using the phone number provided with your order before or during delivery.

Please ensure that someone is available to receive the order at the provided delivery location.

Outside Nairobi County

Orders being delivered outside Nairobi County may be sent through a courier service.

Courier delivery times vary depending on the destination and courier service being used.

Once your order has been handed over to the courier, the delivery timeline is subject to the courier's operating schedule.

Orders couriered outside Nairobi County are not eligible for exchange under our standard Exchange Policy.

Please carefully confirm your product, colour, size, and other selections before placing an order for courier delivery.

3. International Shipping

We offer international shipping to selected destinations.

International delivery times vary depending on the destination country, courier service, customs procedures, and other factors outside our control.

International orders may take longer to arrive than orders to be delivered within Kenya.

Estimated delivery times provided at checkout or through our customer service channels are estimates only and are not guaranteed delivery dates.

International orders are not eligible for exchange under our standard Exchange Policy. 

Customers placing international orders should therefore carefully confirm their preferred product, size, colour, and other selections before completing their purchase.

4. Shipping Costs

Shipping costs are calculated based on factors including the delivery destination, delivery method, package size, weight, and applicable courier rates.

The applicable shipping charge will be displayed at checkout where available.

Shipping charges are generally non-refundable once an order has been dispatched, except where a refund or reimbursement is required under applicable law or where the shipping issue was caused by Coastal Basics.

5. Customs, Duties and Import Taxes

International orders may be subject to customs duties, import taxes, VAT, clearance fees, or other charges imposed by the destination country.

These charges are determined by the relevant authorities in the destination country and are outside the control of Coastal Basics.

Unless expressly stated otherwise at checkout, any customs duties, import taxes, clearance charges, or other fees imposed by the destination country are the responsibility of the customer.

Coastal Basics does not control the amount of these charges and cannot guarantee whether or when they will be applied.

Customers are responsible for familiarising themselves with their country's import requirements before placing an international order.

6. Customs Delays

International shipments may be delayed while undergoing customs clearance.

Customs authorities may request additional information or documentation from the recipient before releasing a shipment.

Coastal Basics cannot guarantee the time required for customs clearance.

If customs authorities contact you regarding your shipment, please respond to their request as soon as possible to avoid unnecessary delays.

7. Delivery Address

Customers are responsible for providing an accurate and complete delivery address.

Please carefully check your:

  • Full name

  • Phone number

  • Email address

  • Street or building address

  • Apartment or unit number

  • City/town

  • Postal code, where applicable

  • Any delivery instructions

Coastal Basics is not responsible for delivery delays, failed deliveries, additional courier charges, or returned shipments resulting from incorrect or incomplete information supplied by the customer.

If an order needs to be redirected because an incorrect address was provided, any additional delivery or courier charges may be payable by the customer.

8. Missed Deliveries

If you are unavailable when the courier or rider attempts delivery, the courier may contact you to arrange another delivery attempt.

Where additional delivery attempts or charges are required because the recipient was unavailable or unable to receive the order, the customer may be responsible for the additional cost, where permitted by applicable law.

For local deliveries, please make reasonable efforts to remain available or provide an alternative authorised recipient.

9. Refused or Unclaimed Orders

If an order is refused, repeatedly unavailable for delivery, or remains unclaimed and is subsequently returned to Coastal Basics or our courier partner, additional delivery or return charges may apply.

We will contact the customer where reasonably possible to determine the next steps.

Any refund, store credit, replacement, or other resolution will be handled in accordance with our Exchange & Refund Policy and applicable law.

10. Tracking

Where tracking is available for your delivery method, tracking information may be provided once your order has been dispatched.

Tracking information is provided by the relevant courier and may take some time to update after an order has been handed over.

Once tracking information has been provided, customers can use the relevant courier's tracking system to monitor the shipment.

11. Delays

We do our best to ensure orders are dispatched and delivered within the estimated timeframe.

However, delivery may occasionally take longer due to circumstances beyond our reasonable control, including:

  • Courier delays

  • Customs clearance

  • Severe weather

  • Public holidays

  • Transport disruptions

  • Strikes or labour disruptions

  • Incorrect or incomplete delivery information

  • High order volumes

  • Government restrictions

  • International shipping disruptions

  • Other unforeseen circumstances

Where a delay occurs, we will make reasonable efforts to assist you and provide any information available to us.

12. Lost or Missing Packages

If your tracking information indicates that your package has been delivered but you have not received it, please contact us as soon as possible.

We may work with the relevant courier to investigate the shipment.

Please provide your order number and any information requested so that we can assist with the investigation.

Where a package is confirmed to have been lost while in the courier's possession, Coastal Basics will work with the customer and courier to determine an appropriate resolution, subject to the circumstances and applicable law.

13. Damaged Packages

If your package appears significantly damaged when delivered, please contact us as soon as possible.

Where possible, take photographs or videos of the package and its contents before discarding any packaging materials.

This information may help us investigate the issue with the courier and determine the appropriate resolution.

If the product itself has been damaged before delivery, please contact us promptly so that we can assess the matter in accordance with our Exchange & Refund Policy and applicable consumer laws.

14. Responsibility After Dispatch

Once an order has been dispatched, delivery is partly dependent on the third-party courier responsible for transporting the package.

Coastal Basics will make reasonable efforts to assist with courier-related issues, but we cannot guarantee the performance or exact delivery timeline of an independent courier.

Nothing in this section limits any consumer rights or remedies that cannot legally be excluded.

15. International Delivery Restrictions

Some products or destinations may not be eligible for international delivery due to courier restrictions, customs requirements, import regulations, or other legal restrictions.

If we are unable to ship an order to the selected destination, we will contact you and provide an appropriate resolution.

Customers are responsible for ensuring that the products they order may legally be imported into their destination country.

16. Delivery Estimates Are Not Guaranteed

Any delivery timeframe displayed on our website, at checkout, or communicated by Coastal Basics is an estimate rather than a guaranteed delivery date unless we expressly state otherwise.

Delivery times may vary by destination and circumstances.

We recommend placing orders well in advance when purchasing for a specific event, holiday, trip, wedding, celebration, or other time-sensitive occasion.

Coastal Basics cannot guarantee arrival by a specific date unless a guaranteed delivery service has expressly been agreed to and confirmed.

17. Exchanges and Shipping

Our shipping rules work together with our Exchange & Refund Policy.

For clarity:

  • Eligible local Nairobi orders may qualify for an exchange within the applicable exchange period.

  • Orders couriered outside Nairobi County are not eligible for exchange under our standard policy.

  • International orders are not eligible for exchange under our standard policy.

  • If Coastal Basics sends you the wrong item due to an error on our part, we will facilitate an appropriate resolution without additional cost to you, subject to applicable law.

  • Where a customer selected the wrong product, size, colour, or other option, the customer may be responsible for applicable additional delivery or courier costs where an exchange is available.

Nothing in this Shipping Policy is intended to remove or restrict mandatory consumer rights that apply to your purchase.

18. Contact Us

If you have questions about your delivery, tracking information, customs, courier delays, or any other shipping matter, please contact us.

You can reach Coastal Basics through:

Official WhatsApp: +254714705250

Email: coastalbasics@gmail.com

Instagram: https://www.instagram.com/coastalbasics/

We are always happy to assist and will do our best to help resolve any delivery concerns as quickly as possible.

Important Note

Shipping times, courier availability, customs procedures, and delivery charges may vary by destination.

By placing an order, you acknowledge that delivery estimates are not guaranteed and that international shipments may be subject to customs procedures and additional charges imposed by the destination country.

Nothing in this Shipping Policy limits any consumer rights or protections that cannot legally be excluded under the laws applicable to your purchase.