Shipping policy

Shipping policy

Delivery within Kenya

Tui Beauty offers delivery to Nairobi and other towns across Kenya, plus collection from Mtaani agents in Nairobi and selected environs. Available delivery methods and charges are shown at checkout for your location.

For Turkana, Marsabit, Mandera, Wajir, Garissa and Lamu, please contact Customer Care before ordering to confirm delivery availability, timing and charges. These areas are excluded from our standard other-towns delivery service.

Delivery options and times

• Inside Nairobi delivery: same-day delivery for orders placed before the 5pm cutoff. For orders placed after 5pm, contact Customer Care to confirm delivery timing.

• Mtaani agent pickup: collection within 24-48 hours from an agent in Nairobi or selected environs: Ruiru, Kikuyu, Kiambu, Mlolongo and Rongai/Ngong. Select the Mtaani option at checkout where available.

• Other towns: door-to-door delivery within 24-72 hours, subject to the coverage exceptions above.

These are estimates. Public holidays, courier schedules and other delays can affect arrival times. Contact Customer Care if you need help choosing a delivery option or checking an order's progress.

Pickup locations

Current pickup is through Mtaani agents. Please wait for confirmation that your order is ready before travelling to collect it, and follow the collection instructions provided.

Collection from Tui's Westlands office is not yet available.

Delivery details and collection

Please provide an accurate delivery address and a phone number where you can be reached. If you need to change your details, contact us promptly. Changes may not be possible once delivery has been arranged, and the delivery charge may change.

Please collect agent packages within the timeframe communicated to you. If an order is returned because it was not collected or the delivery details were incorrect, an additional delivery charge may apply. We will confirm any charge before arranging redelivery.

Problems with your order

If an item is incorrect, damaged, defective, missing, or arrives with less than 3 months remaining before expiry, please contact Customer Care within 48 hours of delivery or collection. Include your order number and photos showing the issue where applicable. See our Returns & Refunds policy for the assessment and refund process.

International delivery

We currently deliver within Kenya. International delivery is not currently available.

Contact Customer Care

Email: support@tuibeauty.com
Phone / WhatsApp: +254700715796