Frequently Asked Questions

Got questions? We have answers. Find everything you need to know about our products, shipping timelines, order rules, and store policies below.

📦 Shipping, Delivery & Order Updates

Where do you ship?
We ship authentic Kenyan groceries and African products from Germany across Europe, the UK, the USA, and worldwide. No matter where you are, you can enjoy the taste of home delivered to your doorstep.

How long does delivery take?
Delivery times depend on your location:

Germany: 2–4 business days
Europe: 3–7 business days
UK: 5–10 business days
USA & Worldwide: 7–14 business days

We aim to process and ship orders quickly so you receive your Kenyan groceries as soon as possible.

Can I cancel my order after it has been placed?
Once an order has been shipped, it cannot be canceled under any circumstances. If you need to change or cancel an order, you must contact us immediately before the dispatch notification is sent.

🛡️ Returns, Refunds & "Change of Mind" Policies

Can I return an item if I simply changed my mind?
Generally, we do not allow returns just because you changed your mind. However, in select cases, we may allow a return under strict conditions:

The product must be completely unused, unopened, and in its original packaging.
You are fully responsible for the return shipping costs.
You must provide us with a valid tracking number for the return package. If the return package is lost in transit without tracking, we will not issue a refund.

What is your policy on hygiene-sensitive items?
For strict health, safety, and hygiene reasons, we do not accept returns or offer refunds on any food items, groceries, cosmetics, or body lotions. All sales on these items are final.

What happens if my order arrives damaged?
If your order arrives damaged or incorrect, please contact us immediately with photos. We will review it and resolve the issue as quickly as possible.

🛒 Products, Sourcing & Stock Alerts

Are your products authentic Kenyan products?
Yes. All our products are authentic Kenyan groceries and East African products sourced from trusted suppliers. We stock well-known Kenyan brands like Royco, Ketepa tea, Tropical Heat spices, and more.

What kind of products do you sell?
We offer a wide range of Kenyan and African products including:

☕ Kenyan tea: Ketepa, Baraka Chai
🌶️ Kenyan spices & seasonings: Royco, pilau masala, Tropical Heat
🍿 Kenyan snacks: chevda, biscuits, sweets
🌾 Beans, grains, and staples: njahi, maize meal, lentils
🥤 Drinks: Fanta Blackcurrant, Kenyan beverages
👗 Cultural products: Fashion and accessories

Do you restock Kenyan products regularly?
Yes. We regularly restock popular Kenyan groceries and African food items to ensure availability of your favorite products.

What should I do if an item I want is out of stock?
Don't miss out! You can sign up for instant restock alerts. Simply scroll to the very bottom of our website, enter your email address in the newsletter/notification box, and click submit. Crucial Step: Go to your email inbox and click the link to confirm your subscription, or you won't receive the restock alerts!

Can I request an item that isn't listed on your website?
Yes! If there is an authentic product you miss from home that is currently missing from the internet or our shop, drop us an email at kenyanstoregermany@gmail.com. Let us know what it is, and if we are able to source it, we will gladly bring it in for you!

Can I order in bulk or wholesale?
Yes, we accept bulk and wholesale orders. Please contact us directly for special pricing and availability.

🧴 Cosmetics & Skin Safety

Are your body lotions and cosmetics safe for everyone?
We source from trusted, well-known brands. However, because everyone's skin type is unique, we always recommend reviewing the full ingredient list on the product packaging and performing a small patch test on your skin before full use. We are not responsible for individual skin reactions.