Shipping Policy

At Simu Store Kenya, we want you to receive your Apple devices, DJI gear, Hollyland mics, GoPro, Insta360 cameras, and accessories as quickly and safely as possible. This Shipping Policy outlines our delivery methods, costs, processing times, and other important information.

1. Order processing time

Orders are processed within 1 business day after payment confirmation. You will receive an email or SMS notification once your order is ready for dispatch. Orders placed on weekends or public holidays will be processed the next business day (Monday–Friday, 9am–6pm, excluding Kenyan public holidays).

2. Delivery options & costs

We offer several shipping methods within Kenya. Delivery charges are calculated at checkout based on your location and order value.

Free shipping on all orders above KES 150,000 within Nairobi (excluding remote upcountry).

3. Store pickup (collect in person)

You can collect your order directly from our store at Kimathi House, 3rd Floor, Shop 303, Nairobi CBD. Pickup is available during business hours (Monday–Saturday, 9am–6pm). You will receive a ready-for-pickup notification via email or SMS. Please bring your order confirmation and a valid ID.

4. Courier partners

We partner with trusted logistics providers in Kenya to ensure reliable and trackable deliveries:

• G4S Kenya – for insured deliveries of high-value electronics.
• Wells Fargo – for selected large or bulk orders.

Once your order is dispatched, you will receive a tracking link to monitor your shipment.

5. Delivery restrictions

We currently ship only within Kenya. We do not offer international shipping at this time. For certain remote areas, delivery may take longer; our courier will contact you to coordinate a safe drop-off point.

We are unable to deliver to P.O. Box addresses due to the value of our products. Please provide a physical address (home, office, or alternative pickup location).

6. Failed delivery attempts & re-shipping

If our courier attempts delivery but cannot reach you (wrong address, no response, etc.), the package will be returned to our store. We will contact you to arrange re-delivery. Additional delivery fees may apply for second attempts.

If you need to change your shipping address after placing an order, please contact us immediately at +254 791 777 477 or simu.store.ke@gmail.com. Address changes may not be possible once the order has been dispatched.

7. Damaged or lost items

All our shipments are insured. If your package arrives damaged or is lost in transit, please contact us within 48 hours of delivery (or expected delivery date). We will file a claim with our courier and either send a replacement or issue a refund after investigation.

Please inspect your order upon arrival. If there is visible damage to the outer packaging, take photos before opening and notify us immediately.

8. International shipping

Currently, Simu Store Kenya only ships to addresses within Kenya. For customers outside Kenya, we recommend using a local forwarding service or contacting us to explore options. We do not accept liability for any customs fees, taxes, or delivery issues once the package leaves our custody to an international forwarder.