Delivery Policy

1. Delivery coverage

We deliver nationwide across Kenya. Orders can be delivered to your doorstep, office, or a designated pickup point depending on your location and the courier available for your area.

• Nairobi and surrounding towns
• Major cities and county headquarters
• Towns and rural areas served by our logistics partners

If your location is difficult to reach, our customer care team will contact you to confirm the best delivery option before dispatch.

2. Delivery timelines

Timelines depend on stock availability, payment confirmation, and your delivery location. Typical estimates:

Business days are Monday–Saturday, excluding public holidays. We always aim to deliver earlier where possible.

3. Delivery fees

Delivery fees (if any) depend on your location, order weight/size, and selected delivery method. Fees are shown at checkout or confirmed by our team before dispatch.

Promotional free-delivery offers may apply on selected products or order values and will be clearly indicated on the product or checkout page.

4. Order processing

1. You place an order and complete payment (where required).
2. We confirm stock and prepare your package.
3. Your order is dispatched with a tracking reference.
4. You receive your parcel and confirm delivery.

You can track your order using your Tilinah order reference (for example TE-XXXXXXXXXX) on the tracking page.

5. Receiving your order

Please ensure your phone number and delivery address are correct. On delivery:

• Inspect the outer packaging for visible damage before accepting.
• Confirm the item matches your order where practical.
• If the package looks tampered with or badly damaged, note it with the rider and contact us immediately.

6. Failed delivery

If we cannot reach you on the contact number provided, delivery may be delayed or returned to our warehouse. Additional delivery attempts or fees may apply for repeated failed deliveries caused by incorrect details or unavailability.