Shipping Policy

At Avenue Fashion, our goal is to deliver your order quickly, securely, and affordably. We have partnered with a network of trusted local couriers to ensure seamless delivery across all counties in Kenya.

By placing an order on our platform, you agree to the delivery terms outlined below.

1. Delivery Timelines

We strive to process and dispatch all orders as quickly as possible.

• Standard Processing & Delivery: All confirmed orders are delivered within 1 to 3 working days (excluding Sundays and public holidays).
• Nairobi & Environs: Orders within Nairobi, Kiambu, and Machakos are typically delivered within 24 to 48 hours.
• Upcountry / Rest of Kenya: Deliveries to regions outside the Nairobi metropolitan area generally take the full 2 to 3 working days, depending on the destination county.

Please note: Delivery timelines are estimates. While we make every effort to meet these targets, delays may occasionally occur due to severe weather, roadblocks, or surges in order volumes during major sales events.

2. Courier Assignment

To ensure the most efficient delivery, we do not use a single logistics company. Instead, we assign your order to the best-suited courier based on your specific location.

• Depending on your County and Region, your package may be delivered by our in-house dispatch riders, Fargo Courier, Wells Fargo, G4S, or specialized local logistics partners.
• You will receive a notification (via email or the Avenue mobile app) once your order has been dispatched, detailing which courier is handling your package.

3. Shipping Fees

Shipping fees are calculated dynamically at checkout.

• The cost of delivery depends strictly on the County and Region/Estate you select in your shipping profile.
• There are no hidden charges. The total amount you pay via M-Pesa during checkout covers both the cost of the products and the delivery fee to your doorstep or designated pickup point.

4. Missed Deliveries

Our couriers will attempt to contact you via the phone number provided in your shipping address before arriving.

• First Attempt: If the courier cannot reach you or you are unavailable to receive the package, they will pause the delivery.
• Second Attempt: The courier will make a second delivery attempt on the next working day.
• Failed Delivery: If the second attempt is also unsuccessful, the package will be returned to our warehouse. To have the package dispatched again, you will be required to pay an additional shipping fee.

Tip: If you know you will not be home, please provide an alternative contact person or detailed instructions in the "Additional Info" box when adding your address during checkout.

5. Incorrect Shipping Addresses

You are responsible for ensuring that all shipping details (Name, Phone Number, County, Region, and Street/Apartment) are accurate before authorizing payment.

• Avenue Fashion is not liable for orders delivered to the wrong address if the error was made by the customer during checkout.
• If you realize you made a mistake after placing an order, contact our Support Center immediately. We can only update the delivery address if the order has not yet been dispatched. Once the status changes to "Dispatched," we cannot reroute the package.

6. Order Tracking

If you are using the Avenue Fashion mobile app or are logged into the web storefront via Nyota ID, you can track your order in real-time.

• Navigate to the "My Orders" tab to view your order status (e.g., Pending, Confirmed, Dispatched, Delivered).
• If you have push notifications enabled on our mobile app, you will receive instant alerts the moment your package leaves our warehouse and when it arrives at your location.

7. Contact Us

If your delivery has exceeded the 3-working-day window, or if you have any questions regarding your shipping details, please reach out to our logistics team:

Avenue Fashion Logistics TeamEmail: support@avenuefashion.co.keSupport Center: avenuefashion.co.ke/support