Delivery Terms & Conditions

SHOESCREW — DELIVERY TERMS & CONDITIONS

At ShoesCrew, we are committed to delivering your shoes safely, efficiently, and in excellent condition. Please read our delivery, payment, and return policies before placing your order.

1. Delivery Services

ShoesCrew works with trusted courier services to ensure the safe and timely delivery of your orders across Kenya.

  • Delivery coverage: We deliver to available locations within Kenya and Worldwide, subject to courier coverage.

  • Delivery timelines: Delivery times vary depending on your location, courier availability, and order confirmation but same day delivery within Nairobi before 3.00PM

  • Delivery charges: Delivery fees will be communicated to the customer before an order is finalized.

  • Order tracking: Where available, customers will receive tracking details or delivery updates from our team or courier partner.

  • Delivery delays: While we aim to deliver within the agreed timeframe, unforeseen circumstances may occasionally cause delays.

2. Payment Methods

ShoesCrew aims to provide convenient and secure payment options for customers in Kenya.

Depending on the options available at checkout, we may accept:

  • M-Pesa: Payment through our designated Till Number, Paybill, or approved payment method.

  • Bank transfer: Where this option is available and confirmed by ShoesCrew.

  • Cash on delivery: Only where explicitly offered and confirmed before dispatch.

  • Other approved payment methods: As communicated by ShoesCrew.

Customers should confirm the correct payment details with ShoesCrew before making a payment. Please retain your transaction confirmation message as proof of payment.

Orders requiring advance payment will be processed after payment has been confirmed.

3. Receiving Your Order

To ensure a smooth delivery experience, customers should follow these procedures:

  1. Provide an accurate name, phone number, and delivery address or agreed collection point.

  2. Remain reachable by phone when the courier is arranging delivery.

  3. Where possible, inspect the package and shoes upon receipt.

  4. Confirm that the shoes, size, colour, and quantity match your order.

  5. Report any missing items, incorrect products, or visible damage to ShoesCrew within 24 hours of delivery.

Customers are encouraged to take photographs or videos of any visible damage or incorrect items as supporting evidence.

Please keep the original packaging, tags, and proof of purchase until you are satisfied with your order.

4. Courier Partners

ShoesCrew uses trusted courier services to support safe and timely delivery throughout Kenya.

Our courier partner will depend on the destination, availability, delivery requirements, and agreed charges. The courier service and estimated delivery time will be communicated where applicable.

Once an order has been handed over to a courier, customers should use the provided tracking details or contact ShoesCrew for assistance with delivery updates.

5. Returns and Exchanges

ShoesCrew accepts eligible return or exchange requests reported within 24 hours of delivery.

To qualify for a return or exchange:

  • The request must be submitted within 24 hours of receiving the order.

  • The shoes must be unused, unworn, and in their original condition.

  • Original packaging, tags, accessories, and proof of purchase should be retained where applicable.

  • The customer must contact ShoesCrew and receive return instructions before sending the product back.

Returns may be considered for damaged goods, incorrect items, or other eligible issues, subject to verification.

Important: Damage or defects reported after the 24-hour reporting window will not be eligible for return under this policy, except where applicable law requires otherwise.

6. Non-Returnable Items

Unless required otherwise by applicable law, ShoesCrew may decline returns where:

  • The shoes have been worn, washed, altered, or damaged through customer use.

  • The product is returned without prior communication or the required supporting information.

  • The return request falls outside the stated reporting period.

  • The issue results from improper handling or use after delivery.

7. Refunds and Exchange Processing

Once a return request is approved and the item has been received and inspected, ShoesCrew will communicate the available resolution.

Depending on the circumstances and applicable law, the resolution may include an exchange, replacement, repair, or refund.

Approved refunds will be processed using the original payment method where practical, or another mutually agreed method. Processing times will depend on the payment provider and the circumstances of the return.

Any applicable return-delivery charges will be communicated before the return is arranged.

8. Contact ShoesCrew

For delivery inquiries, payment confirmation, damaged goods, incorrect orders, or return requests, contact ShoesCrew through our official customer service channels.

Please include your order reference, delivery date, a brief description of the issue, and supporting photographs where applicable.

Call us on 0112261451/0743528478/0799816368

ShoesCrew — Your Style, Delivered.

By placing an order with ShoesCrew, you acknowledge these delivery and return terms, subject to applicable consumer protection laws in Kenya.