Shipping policy
How your order travels from our shelves to your hands, what it costs and what we do when a delivery does not go to plan.
1. How we deliver
At checkout you choose one of four Delivery Methods:
- Home Delivery, to the place you pin on the map, on the date and at the time of day you choose.
- Pick-Up Point, where you collect your order on the day you choose.
- School Drop on Opening Day, to your Partner School on the first day of term.
- School Drop during Holidays, to your Partner School on an agreed day before term begins.
2. What delivery costs
The fee for Home Delivery follows the distance between our shop and your pin: a starting fee and a rate for each kilometre. Pick-Up Points and School Drops each have a reduced flat fee. The fee for your order is shown at checkout before you pay and is part of your order total.
From time to time Nuella runs an offer on delivery for a period, an order value or a campaign. An offer that applies to your order is shown at checkout.
3. When your order is prepared
We begin preparing your order when your payment is confirmed. Picking, covering and labelling a School Box usually takes two working days; an order of a few items is usually ready the next working day. The dates you can choose at checkout already allow for this.
In a campaign, deliveries begin in December for orders that are paid in full.
4. On the day
We tell you when your order is packed and again when it is on its way. The Rider calls the phone number on the delivery address before arriving. Anyone you have named on the address may receive the order for you.
Please check the box when it arrives. If something is missing or damaged, see Returns and refunds.
5. If a delivery cannot be made
If nobody can receive the order and we cannot reach you by phone, the order comes back to our shop and we agree another day with you. A second trip may carry its own delivery fee.
If we are late because of something on our side, we tell you as soon as we know and agree a new day at no extra cost.
6. Changing your delivery
You may change the day, the address or the Delivery Method until your order is out for delivery. Tell us on WhatsApp with your order number. If the change makes the delivery fee higher or lower, we tell you the difference first.
7. Where we deliver
We deliver from Nairobi. Put your pin on the map at checkout to see whether Home Delivery reaches you and what it costs. School Drops are for our Partner Schools.
8. Questions
Write to us on WhatsApp or by email. Our details are on the Contact page.
Choosing a way to receive your order?
The four Delivery Methods side by side, with the questions Parents ask most.