Shipping policy

Shipping, Delivery & Collection Policy

At Nancy Eleanor, delivery is designed to be seamless, transparent, and built around your schedule. From checkout to arrival, you’ll always know what to expect  no guesswork, no uncertainty.

 

Our Delivery Experience

We use a structured scheduling system to ensure every order is handled with care, precision, and reliability. During checkout, you’ll select the delivery or collection option that works best for you.

 

Store Pickup (Scheduled Collection)

Prefer to collect your order? We offer a secure and organized in-store pickup experience.

• Pickup date & times are scheduled during checkout
• You’ll receive confirmation once your order is ready
• A security collection code will be provided
• This code is required at pickup for order release

This ensures fast, safe handover and a smooth in-store experience.

Local Delivery , Nairobi & Environs

For customers within Nairobi and surrounding areas, we provide guided local delivery.

• Delivery is scheduled based on your selected date & time
• Orders are handled by our trusted delivery partner
• You receive active tracking to follow your order’s journey
• Deliveries are coordinated for reliability and timeliness

This service ensures you stay informed from dispatch to arrival.

Scheduled Shipping , Outside Nairobi

For locations outside Nairobi, we offer structured shipping with scheduled dispatch.

• Shipping timelines are shown during checkout
• Orders are processed and dispatched within the scheduled timeframe
• Tracking details are provided once your order is on the way

We work to ensure dependable service regardless of location.

Delivery on Your Schedule

Your time matters. That’s why our system allows you to choose a delivery date that fits your plans. We coordinate fulfillment to meet your selected schedule wherever possible.

 

Real-Time Order Tracking

Every order includes access to a dedicated tracking page.This allows you to:

• Monitor your order status
• Follow progress in real time
• Stay informed at every stage
• No Guesswork or Where is my order.

Transparency is part of our service promise.

 

Important Delivery Notes

• Please ensure contact details and delivery information are accurate at checkout
• Someone should be available to receive the order at the scheduled time
• If delivery or pickup needs to be rescheduled, please contact us as soon as possible

Failed Deliveries & Uncollected Orders

To ensure smooth service:

• Someone should be available at the delivery address during the selected window
• If delivery fails due to incorrect details, inaccessibility, or absence, redelivery fees may apply
• Orders not collected during the scheduled pickup window may require rescheduling

 

Customer Responsibility

Please ensure:

• Accurate contact information
• Correct delivery address
• Availability during the scheduled delivery or pickup time

This helps us maintain a smooth and timely service.

Rescheduling Deliveries or Pickups

If you need to change your selected delivery or pickup date:

• Please contact us at least 24 hours in advance where possible
• We will do our best to accommodate changes based on availability

 

Our Commitment

Our delivery system is designed to feel effortless and dependable. From scheduled pickup to real-time tracking, every step is built to give you clarity, confidence, and a premium level of convenience.