Introduction

Welcome to Elsa Households.
We are committed to providing high-quality products and a dependable delivery experience from our store to your home.

This Shipping & Delivery Policy explains how we process, ship, and deliver orders placed through www.elsahouseholds.com.
Please review the details below before placing your order.

1. General Shipping Details

a. Where We Deliver

At the moment, we deliver to every region across Kenya.
We’re not yet offering international shipping, so make sure your delivery address is within Kenya before finishing checkout.

b. Processing Time

We pack and process your order within one business day after it’s confirmed.

If you place your order on a weekend or public holiday, we will process it the next working day. 
Once your order is processed, we will send you an email confirming the shipment, complete with a tracking details. 

c. Delivery Options

We know everyone’s timing is different, so we offer a few ways to get your order:

• Same-Day Delivery (available in select areas if your order is placed before 2:00 PM)

• Standard Delivery

2. Shipping Costs

a. Standard Shipping

Delivery fees depend on the weight, size, and destination of your order.
You’ll always see the exact cost before you pay.

b. Same-Day Delivery

If you order before 2:00 PM and your area qualifies, we’ll deliver that same day.
Orders placed later will arrive on the next business day.

3. Delivery Times

• Standard Delivery: Usually takes 2–3 business days, depending on your location.

• Same-Day Delivery: Delivered before the end of the same day for qualifying orders.

We always aim to deliver on time, though sometimes delays can happen — things like bad weather, courier issues, or public holidays.
If that happens, we’ll reach out to keep you updated.

4. Tracking Your Order

Once your order leaves our store, you’ll get a tracking number by email.
You can also follow your delivery by logging into your account on our website.

If you’re not around, you can leave alternative delivery instructions during checkout.

5. Missed Deliveries & Returns

• Incorrect Address: Please double-check your delivery details before confirming your order. We can’t take responsibility for delays or failed deliveries caused by wrong or incomplete addresses.

• Missed Deliveries: If a delivery attempt fails multiple times, your package may be sent back to us. Redelivery might come with an extra charge.

• Unclaimed Packages: If a package is returned to us because it wasn’t collected, restocking or redelivery fees may apply.

6. Damaged or Lost Packages

a. Damaged Items

If your parcel looks damaged when it arrives, please don’t accept it — let the courier know and contact us right away.
If you only notice the damage after receiving it, reach out within 24 hours so we can sort it out.
We’ll either arrange a repair, replacement, or refund, depending on what went wrong.

b. Lost Packages

If your order seems stuck or missing in transit, contact us as soon as you can.
We’ll speak directly with the courier and either find your parcel or send a replacement quickly.

7. Special Situations

• Large or Fragile Items: Some products need extra care when shipping, which may involve a longer delivery time or additional handling fees. We’ll make sure those details are clearly shown at checkout.

• Remote Areas: If you live in a remote or hard-to-reach spot, delivery might take a bit longer or cost slightly more. Don’t worry — we’ll always let you know before you complete your purchase.

8. Contact Us

For any questions or assistance regarding shipping or delivery, please reach out to us:

Elsa Households
 Email: info@elsahouseholds.com
 Phone: +254 782 451 401
Address: Eaton Place, UN Cres Avenue, Nairobi – Kenya