Frequently Asked Questions

Frequently Asked Questions (FAQ)

🛍️ Order Processing & Shipping

How long does it take to process my order?
Orders are processed within 1-3 business days (excluding weekends and holidays). You’ll receive a confirmation email once your order is shipped.

Do orders placed during a sale take longer to ship?
Yes. Due to high volume, sale/promotion orders may take 5-14 business days to process.

What are your domestic shipping rates?
We currently offer flat-rate shipping within Kenya:

Shipping Option Price
1-3 Day Shipping (Nairobi Only) Ksh 450/-
36-48 Hour Shipping (Outside Nairobi, Within Kenya) Ksh 450/-

Do you offer in-store pickup for online orders?
Unfortunately, store pickup is not available for website orders. To order directly from our stores, visit:

  • Imaara Mall, 1st Floor – 📞 +254 0769 864608

  • Greenhouse Mall, Ground Floor – 📞 +254 717 609535

  • Yaya Centre, 2nd Floor – 📞 +254 791 402846

Store Hours: 10 AM – 7 PM daily.

🌍 International Orders

Do you ship internationally?
Yes, we offer worldwide shipping! Since international shipping rates aren't calculated at checkout, please reach out via WhatsApp at +254 717 609535 with your order and location. We'll generate an order for you manually.

Are duties and taxes included in international orders?
No. Duties, taxes, and VAT may apply upon delivery and are the responsibility of the customer.

📦 Tracking & Order Status

How do I track my order?
Once your order ships, you’ll receive an email with a tracking number. Please allow up to 48 hours for tracking information to be updated.

What if I haven't received my order?
If it’s been over 5 days since you received your shipping confirmation, please contact us at info@ikojn.com with your name and order number.

🔁 Returns & Exchanges

What is your return policy?
We accept returns within 48 hours of delivery for domestic orders. Items must be unused, with tags, in original packaging, and accompanied by proof of purchase.

How do I start a return?
Email us at info@ikojn.com. If approved, we’ll provide return instructions. Do not send items back without prior approval.

Are sale items returnable?
No. All sale items, gift cards, and discounted purchases are final—no returns, exchanges, or alterations.

Can I exchange an item?
The fastest way is to return your item (if eligible) and place a new order for the desired item.

🚫 Non-Returnable Items

Returns are not accepted for the following:

  • Inner garments (e.g. underwear, bras, bodysuits)

  • Personal care and beauty items

  • Custom or personalized products

  • Hazardous materials (flammable liquids/gases)

If you have any doubts about a product’s eligibility, please contact us before purchasing.

🔄 Refunds

Once your return is received and inspected, you’ll be notified if the refund is approved. If approved, your original payment method will be credited. Please allow time for your bank or provider to process the refund.

🧾 What if my item arrives damaged or incorrect?

Please email us at info@ikojn.com with your order number and a photo of the issue as soon as possible. We’ll review and resolve it on a case-by-case basis.

If you have any further questions or need help with your order, feel free to contact us at info@ikojn.com or WhatsApp us at +254 717 609535.