Policies

01 / Ordering policy

How to place an order

1. Browse the website and add your desired items to your bag.
2. Only available items are displayed. Sold-out items are marked unavailable or removed from purchase.
3. Proceed to checkout once you have added everything you want.
4. Fill in your contact and delivery information accurately to avoid delays.
5. Complete payment using one of the available payment methods.
6. After successful payment, your order will be confirmed on the website and you will receive an email confirming payment and placement.

Order cancellation

If you need to cancel after placing and paying for an order, contact us as soon as possible. Please provide your order number so we can assist quickly.

02 / Payment policy

Payment before delivery

We currently accept M-Pesa and bank cards, including debit and credit cards.

• All orders must be paid in full before processing.
• Payment before delivery applies to every order without exception.
• We do not accept cash on delivery or payment on delivery.
• Full payment includes the item cost and any applicable delivery fee.
• This applies to store pickup, doorstep delivery, parcel delivery and out-of-Nairobi deliveries.

03 / Delivery & shipping

Delivery information

Enter your delivery address and contact details carefully. If an incorrect address is delivered, any additional cost to redirect the package is the customer’s responsibility.

To change an address, contact us within 30 minutes of placing the order by WhatsApp, phone or Instagram DM. Changes requested after dispatch may not be possible.

Processing & dispatch

• Orders placed before 5:00 PM are processed for same-day dispatch, subject to availability.
• Orders placed after 5:00 PM are processed on the following business day.
• This applies to store pickup, doorstep delivery, parcel delivery and out-of-Nairobi deliveries.

Estimated delivery times

• Doorstep delivery in Nairobi: 1–3 hours.
• Matatu parcels within Nairobi: 1–3 hours.
• Pickup Mtaani deliveries: next day.
• Out-of-Nairobi parcels: same day to next day, depending on destination.

Delivery times are estimates and may vary due to traffic, weather or rider availability.

Failed deliveries

A delivery is unsuccessful when the customer cannot be reached or is unavailable to receive the order. The package will return to our shop, the original delivery fee remains payable, and a new delivery fee applies if another delivery is requested. You may also collect it from our shop.

Product availability

If an item becomes unavailable after ordering, our team will contact you. Depending on availability, you can wait for a restock, receive it on the next available date or discuss alternatives.

Custom delivery locations

If your location is not listed at checkout, choose Custom Delivery. We will contact you to confirm the location, calculate the delivery fee and provide payment instructions for that fee. Dispatch happens after the delivery details and fee are confirmed.

04 / Store pickup

Collect from our shop

Star Mall Building, Mezzanine Floor, Shop M9
Tom Mboya Street, Nairobi CBD
Opposite Eastmatt and Bestlady Building.

Pickup hours

• Monday–Friday: 9:30 AM–6:30 PM
• Saturday: 10:00 AM–6:00 PM
• Sunday: Closed

Collection requirements

Provide the name used when placing the order. If someone else is collecting on your behalf, they must provide that same order name.

Orders are held for up to two weeks from the date they are ready. After that, they may be transferred to our warehouse for storage.

05 / Returns, exchanges & refunds

Returns policy

All jewellery sales are final. Returns are accepted only when an item arrives damaged.

Returns are not accepted for damage caused after receipt, improper handling, misuse or normal wear and tear. If an order arrives damaged, notify us within 24 hours and include your order number plus clear photos or video. Damaged items must be returned in their original packaging.

Exchange policy

Exchanges are accepted when you received the wrong item, or when you received a damaged item and a replacement is available. Exchanges are not offered because an item does not meet personal expectations or looks different from what you imagined.

Product photos are authentic photographs taken by PunkParadise. Descriptions, images and sizing information are provided to help you make an informed decision before ordering.

Refund policy

Refunds are issued only when the ordered item is unavailable, or when a damaged item cannot be replaced. Refunds are processed through the original payment method within 1–2 hours.

06 / Product care

Jewellery care

• Remove jewellery before bathing, swimming or prolonged contact with water.
• Remove jewellery before bed and before exercising or strenuous activity.
• Avoid perfume, lotions, oils, cosmetics, cleaning products and other chemicals.
• Store each piece separately in a jewellery pouch, jewellery box or another suitable container to prevent scratches and tangling.
• Clean jewellery regularly with a soft, dry cloth to maintain its shine.

Fashion jewellery, including stainless steel and alloy pieces, needs proper care to preserve its appearance and lifespan. PunkParadise is not responsible for damage, discolouration, tarnishing or wear caused by improper care, misuse, exposure to water or chemicals, or failure to follow these recommendations.

07 / Privacy policy

Your information

We respect your privacy and are committed to protecting your personal information.

Information we collect

• Full name, phone number and email address.
• Delivery address and order history.
• Payment information required to process the order.

How we use it

We use your information to process and fulfil orders, arrange deliveries, communicate about your order, provide support, improve our products and services, and meet legal or regulatory obligations.

Sharing & security

We do not sell, rent or trade your personal information. It is shared only when necessary with trusted service providers involved in fulfilment, such as delivery partners and payment processors. We take reasonable steps to protect your information, although no online platform can guarantee absolute security.

Marketing & your rights

If you subscribe to updates, we may send occasional news about arrivals, promotions and announcements. You can opt out at any time. You may also contact us to update your details, correct inaccurate information, request deletion where legally permissible or ask how your information is used.

We may update this policy to reflect operational, legal or regulatory changes. The latest version published on this website applies.