Shipping Policy
A legal disclaimer
m
Shipping Policy - the basics
Shipping Policy
Last updated: January 2026
At Vielea Organics, we are committed to delivering your orders safely and on time. Please read our Shipping Policy carefully to understand how we process and ship orders.
1. Order Processing
-
Orders are processed within 1–2 business days after payment confirmation.
-
Orders placed on weekends or public holidays are processed on the next business day.
-
You will receive a confirmation message once your order has been successfully placed.
2. Shipping Locations
We ship within Kenya, to selected countries in Africa, and to selected countries globally.
Customers outside Kenya are required to make an inquiry through our available contact channels before placing an order to confirm availability, shipping mode, and costs.
3. Delivery Methods & Timeframes
Delivery times may vary depending on your location and the shipping mode determined by your location:
-
Within Nairobi: Same-day or next-day delivery using Uber riders. A tracking link or rider details will be shared for ease of delivery.
-
Other Areas Within Kenya: 2–5 business days
-
Africa & International Orders: 7–21 days, depending on the shipping mode and destination
Delivery timelines are estimates and may be affected by customs clearance, courier delays, weather conditions, or other unforeseen circumstances. Vielea Organics shall not be held liable for delays arising from factors beyond our reasonable control.
4. Shipping Fees
-
Shipping costs are calculated at checkout or communicated before order confirmation.
-
Delivery fees may vary based on location, order size, and courier service.
-
Any applicable shipping charges must be paid in full before dispatch.
5. Order Tracking
Once your order has been dispatched, we will share delivery details via phone call, SMS, or WhatsApp where applicable.
6. Failed or Delayed Deliveries
-
If delivery fails due to incorrect address or unreachable contact details, additional delivery charges may apply.
-
Vielea Organics is not responsible for delays caused by third-party couriers beyond our control.
7. Damaged or Missing Items
If your order arrives damaged or incomplete:
-
Notify us within 24 hours of delivery.
-
Provide clear photos and order details for verification.
We will assess the issue and arrange a replacement or refund where applicable.
8. Changes & Cancellations
-
Orders may only be changed or cancelled before dispatch.
-
Once an order has been shipped, changes, cancellations, or refunds due to delivery timelines are not possible.
9. Customs, Duties & Taxes (International Orders)
-
International orders may be subject to customs duties, import taxes, or clearance fees imposed by the destination country.
-
These charges are not included in the product price or shipping fee and are the sole responsibility of the customer.
-
Vielea Organics is not responsible for delays, holds, or additional charges imposed by customs authorities.
10. Contact Us
We’re always happy to assist and guide you through your order.
For shipping inquiries or international orders, please contact us before placing your order:
Vielea Organics
📧 Email: info@vieleaorganics.com
📞 Phone/WhatsApp: +254 XXX XXX XXX
Vielea Organics reserves the right to update this Shipping Policy at any time. Any changes will be posted on this page and will take effect immediately upon publication.