This page is designed to create a smoother experience for both our customers and our stores,
while ensuring your orders remain safe, organized, and easy to access.
At IKOJN, we are committed to offering a seamless shopping experience across all our locations,
including our stores at Yaya Centre, Greenhouse Mall, and Imaara Mal

Why We’ve Introduced This System

Our stores are intentionally designed to prioritize your shopping experience, fitting rooms, and
product displays rather than large storage areas.
Over time, we noticed that a significant number of fully paid customer orders remained
uncollected in-store for extended periods; in some cases for several months or even years. This
limits storage space for new customer orders and affects daily store operations.
To improve efficiency while still offering flexibility to our customers, we have introduced a
centralized order holding system.

How Store Pickup Works

1. Order Ready for Pickup

Once your order is ready for collection at your selected IKOJN store, you will receive:
• An SMS and/or WhatsApp notification
• An email confirmation (where applicable)
• Collection instructions
Your order will then be held at the selected store for 7 days free of charge.

2. Complimentary 7-Day Store Holding Period

Your order will remain available for pickup at the selected store for up to 7 calendar days from
the day you are notified.
During this time:
• You may collect the order personally
• You may send someone on your behalf
• You may contact Customer Care if you need assistance

3. Transfer to Central Warehouse (After 7 Days)

If the order is not collected within 7 days, it will be transferred from the store to the IKOJN
Central Warehousein Runda to free up limited in-store storage space.
Once transferred:
• The order will no longer be immediately available at the original store
• Our Customer Care team will contact you to discuss the next preferred option

Your Options After Transfer

Option A: Home/Office Delivery

We can arrange delivery directly to your location at an additional delivery fee.
Delivery fees will depend on:
• Location
• Delivery urgency

Option B: Re-Collection at Store

If you still prefer collecting from your selected store, we can return the order to the branch for
you.
Because transfers between the warehouse and stores are scheduled operationally, we kindly
request:
• 2–4 business days notice before pickup
• Confirmation from Customer Care before visiting the store
This ensures your package is ready and waiting for you.

Important Notes

Orders Will Remain Safe

All transferred orders are securely stored at our warehouse facility and remain linked to your
customer profile and order number.

Communication Is Important

If you know you may delay collection, simply communicate with our Customer Care team in
advance and we will do our best to accommodate you.

Unresponsive Orders

If an order remains uncollected for an extended period and we are unable to reach the customer
through the provided contact details, IKOJN reserves the right to:
• Archive the order
• Move it into long-term storage
• Apply a handling/storage fee for exceptionally delayed collections

Customers will always be contacted first before any such action is taken.

Why This Benefits You

This system allows us to:
• Keep stores cleaner and more organized
• Process new orders faster
• Improve pickup efficiency
• Reduce misplaced packages
• Ensure safer and more professional order handling
• Create a better in-store shopping experience for all customers

Need Help?

For any pickup, delivery, or order assistance, please contact our Customer Care team:

Customer Care

Call/WhatsApp: +254 797 616248
Email: info@ikojn.com