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Browse our shop, add items to your cart, and proceed to checkout. Fill in your delivery details, choose your payment method, and confirm your order. You'll receive a confirmation email once your order is placed.
We accept M-Pesa (Lipa Na M-Pesa), Visa, and Mastercard debit/credit cards. All payments are processed securely and your card details are never stored on our servers.
At checkout, select M-Pesa as your payment method. You'll receive an STK push prompt on your phone to authorise the payment. Enter your M-Pesa PIN to complete the transaction.
Orders can be modified or cancelled within 1 hour of placement. After that, your order moves into processing and cannot be changed. Contact us immediately at [email protected] if you need to make changes.
Yes. A confirmation email with your order details and reference number will be sent to the email address you provided at checkout. Please check your spam folder if you don't see it within a few minutes.
Absolutely. Our website uses SSL encryption for all transactions. We do not store card numbers, and all payments are handled by trusted, PCI-compliant payment processors.
Yes. Enter your discount or promo code in the coupon field at checkout before completing payment. Discount codes cannot be applied retroactively to already-completed orders.
Payment declines can happen due to insufficient funds, incorrect card details, or a bank security block. Please double-check your details or contact your bank. You're also welcome to try a different payment method.
We currently deliver across Kenya, including Nairobi, Mombasa, Kisumu, Nakuru, Eldoret, and other major towns. If you're unsure whether we deliver to your area, contact us before placing your order.
Nairobi orders are typically delivered within 1–3 business days. Deliveries to other counties may take 3–7 business days depending on your location and courier availability.
Shipping fees are calculated based on your delivery location and are displayed at checkout before you confirm payment. Fees vary by county and courier partner.
We run free shipping promotions from time to time. Keep an eye on our website and social media pages for announcements. You can also subscribe to our newsletter to get notified of offers.
Once your order is dispatched, you'll receive a shipping notification with tracking details. You can use the tracking link provided to monitor your delivery in real time.
Occasional delays can occur due to high order volumes or courier issues. If your order hasn't arrived within the estimated timeframe, please contact us and we'll follow up with the courier on your behalf.
Please double-check your address before confirming your order. If you notice an error, contact us within 1 hour of placing the order. We are not responsible for orders delivered to incorrect addresses provided by the customer.
At this time we do not offer in-store pickup. All orders are fulfilled and delivered via our courier partners. We hope to offer this option in the future.
You may request a return within 7 calendar days of receiving your order. Items must be unused, unwashed, and in their original condition with tags intact.
Email us at [email protected] with your order number and reason for return. Our team will respond within 1–2 business days with return instructions.
For hygiene and safety reasons, we cannot accept returns on underwear, lingerie, swimwear, or opened beauty and skincare products. Items marked "Final Sale" are also non-returnable.
Once we receive and inspect your returned item, refunds are processed within 5–10 business days. M-Pesa refunds typically arrive within 5–7 business days; card refunds may take up to 10 business days depending on your bank.
The customer is responsible for return shipping costs unless the item received was defective, damaged, or incorrect. In those cases, we will cover the return shipping fee.
Yes, exchanges are available subject to stock availability. Follow the same process as a return and let us know what you'd like instead. If the item is out of stock, we'll offer store credit or a refund.
We're sorry if this happened. Contact us within 48 hours of delivery with photos of the item and your order number. We'll arrange a replacement or full refund at no extra cost to you.
Yes. If you prefer, we can issue store credit to your account instead of a monetary refund. Store credit is processed within 2 business days and never expires.
Each product page includes a size guide with measurements in centimetres. We recommend measuring yourself and comparing to the guide before ordering. If you're between sizes, we suggest sizing up for a comfortable fit.
We do our best to display product colours accurately. However, colours may appear slightly different depending on your screen's brightness and colour settings. We recommend reading product descriptions carefully for colour details.
Yes. All products sold on Urbanzen Boutique are sourced from verified suppliers and are as described on each product listing. We do not sell counterfeit goods.
Material details are listed on each product page. We stock a wide range of fabrics including cotton, chiffon, linen, denim, and more. Always check the product description for care and material information.
If an item is out of stock, you can contact us to ask about restocking timelines. You can also sign up for our newsletter to be notified when popular items are back in stock.
Care instructions are listed on each product page and on the garment's label. We recommend following these instructions carefully to maintain quality. When in doubt, opt for a gentle hand wash in cold water.
Yes. We stock a curated range of skincare, makeup, and bath & body products from trusted brands. Browse the Skin Care, Makeup, and Bath & Body categories in our shop for the full selection.
Yes, and we'd love to hear from you. After receiving your order, you can leave a review directly on the product page. Honest feedback helps us improve and helps other shoppers make informed choices.
Our team is happy to help. Reach out and we'll get back to you promptly.
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