Shipping policy

Welcome to House of Olive. This Shipping Policy explains how we process, ship, and deliver orders placed through our store.

1. Order Processing

Orders are processed within 1–3 business days after payment confirmation. Orders placed on weekends or public holidays will be processed on the next business day.

We reserve the right to delay or cancel orders in cases involving:

  • Incomplete or incorrect customer information
  • Suspected fraud or unauthorized transactions
  • Product unavailability
  • Circumstances beyond our control

2. Shipping Locations

We currently ship within Kenya and may offer international shipping to selected countries where available.

Shipping availability may change without prior notice.

3. Shipping Charges

Shipping fees are calculated at checkout based on:

  • Delivery location
  • Package weight and size
  • Shipping method selected

Customers are responsible for any applicable customs duties, import taxes, or additional charges for international shipments.

4. Delivery Time

Estimated delivery timelines:

  • Nairobi and nearby areas: 1–3 business days
  • Other locations within Kenya: 2–7 business days
  • International orders: 7–21 business days depending on destination

Delivery times are estimates only and are not guaranteed.

5. Delays

House of Olive is not responsible for shipping delays caused by:

  • Courier service disruptions
  • Weather conditions
  • Customs clearance procedures
  • Public holidays
  • Incorrect shipping information provided by customers
  • Events beyond our reasonable control

6. Order Tracking

Where available, tracking information will be sent to the email address or phone number provided during checkout once the order has been shipped.

7. Failed Deliveries

If a delivery fails because:

  • The customer provided an incorrect address,
  • The package is unclaimed,
  • Or delivery attempts are unsuccessful,

the customer may be responsible for additional shipping charges required for re-delivery.

8. Damaged or Missing Items

Customers should inspect orders upon delivery. If an item arrives damaged, defective, or missing, please contact us within 48 hours of delivery with:

  • Your order number
  • Photos of the package and product (if applicable)
  • A description of the issue

Claims submitted after this period may not be accepted.

9. Risk of Loss

Ownership and risk of loss transfer to the customer once the order has been handed over to the shipping carrier.

10. Contact Information

For shipping-related questions, contact us at:

House of Olive
Email: patashopke@gmail.com
Phone: +254 706 085948
Location: Nairobi