Frequently Asked Questions

Browse products, add items to your cart, go to checkout, enter your delivery details, and confirm your order. After checkout you receive an order reference (for example TE-XXXXXXXXXX) that you can use to track your order.

No. You can checkout as a guest. Creating an account makes future orders faster and helps you manage your details from one place.

We support secure checkout with options shown at payment time. Where available, M-Pesa is prioritized for fast and convenient payments in Kenya.

Delivery depends on your location and stock. Typical estimates are 1–2 business days in Nairobi & nearby, 2–4 days for major towns, and 3–7 days for upcountry or remote areas. See our full Delivery Policy.

Use the tracking link provided after purchase, or open the track-order page with your Tilinah order reference. If you need help, contact customer care with your order number.

If your order has not yet been packed or dispatched, we may be able to update or cancel it. Contact us as soon as possible via Contact and include your order reference.

Eligible items can usually be returned within 7 days of delivery if unused and in original packaging. Damaged, wrong, or defective items should be reported within 48 hours. Read the full Returns Policy.

Note the damage with the delivery agent where possible, take clear photos, and contact us within 48 hours with your order reference. We will guide you on replacement or refund options.

We use your information to process orders, provide support, and improve your experience. We do not sell your personal data. Details are in our Privacy Policy.

Email info@tilinahenterprises.co.ke (Open in Gmail), call / WhatsApp +254 723 878 573, or use the Contact Us page. Include your order reference for faster help. Business hours: Mon–Sat, 8:00am–6:00pm.