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The Shipping Policy
1. How It Works
Every Tulia lamp is made to order. We print and assemble your lamp after you place your order. This means there’s a short production window before we ship, but it also means your lamp is made fresh, just for you.
We ship through ShipShap, a Kenyan logistics platform that handles deliveries across Kenya and internationally.
2. Production Time
Before we can ship your order, we need to make it. Here’s how long that takes:
• Standard orders: 3 to 5 business days
• Custom colour or size orders: 5 to 7 business days
• Bulk orders (5+ lamps): 7 to 14 business days. Get in touch with us first
Business days are Monday to Friday, excluding Kenyan public holidays. You’ll get an email when your order is in production and another one with tracking details once it ships.
3. Delivery Within Kenya
Delivery is free for all orders within Nairobi. Here’s what to expect:
• Nairobi: 1 to 2 business days after dispatch
• Major towns (Mombasa, Kisumu, Nakuru, Eldoret, Nyeri): 2 to 4 business days
• Rest of Kenya: 3 to 5 business days
• Remote or hardship areas: 5 to 7 business days, delivered to the nearest town pickup point
A few things to keep in mind:
• We can’t deliver to P.O. Boxes; a physical address is required.
• Make sure your phone number is correct at checkout; the courier may call before delivering.
• If a delivery attempt fails, your parcel will be held at a nearby pickup point for 7 days before being returned to us.
4. International Shipping
We ship worldwide through ShipShap’s international carrier network (DHL, Aramex, and others, depending on your location).
Estimated delivery times after dispatch:
• East Africa (Uganda, Tanzania, Rwanda, Ethiopia): 3 to 7 business days
• Rest of Africa: 5 to 10 business days
• Europe, UK & North America: 7 to 14 business days
• Middle East: 5 to 10 business days
• Asia & Pacific: 10 to 18 business days
• Other regions: 10 to 21 business days
International shipping costs are calculated at checkout based on your country and the weight of your order.
5. Customs & Import Duties
When your order crosses an international border, your country may charge import duties, VAT, or customs fees. These charges are your responsibility as the recipient; we have no control over them and cannot predict the amount.
ShipShap handles all customs paperwork on our behalf. We declare the accurate value of every shipment; we do not under-declare or mark packages as gifts to dodge customs fees.
If you’re in the UK or EU, be aware that import charges may apply due to local regulations. These are charged by your customs authority, not by us.
6. Tracking Your Order
Once your order ships, you’ll receive a tracking number by email or WhatsApp. You can follow your parcel at tracking.shipshap.com.
If you haven’t received tracking details within 24 hours of your dispatch notification, reach out and we’ll sort it.
7. Damaged or Lost Orders
If your lamp arrives damaged, take photos of the packaging and the product before unpacking, then contact us within 48 hours. We’ll work with ShipShap to make it right.
If your parcel hasn’t moved in 7 business days (domestic) or 21 business days (international), let us know and we’ll raise a claim with ShipShap on your behalf.
Domestic orders are insured up to USD 100 through ShipShap. International coverage depends on the carrier you select at checkout.
8. Get in Touch
For anything shipping-related, tracking, delivery questions, or issues with your order, here’s how to reach us:
WhatsApp: 0719 644 829
Email: orders@tulia.africa
We aim to reply within one business day.