Shipping Policy

1. Overview

Kukka Furniture delivers furniture within Nairobi and surrounding areas and can arrange nationwide shipping through an agreed courier or transport provider. We handle furniture carefully and prepare orders for transport based on the size, weight, quantity and nature of the products purchased.

This Shipping Policy explains our normal handling and delivery process. A quotation, invoice, purchase order or other written agreement may contain order-specific shipping terms. Where order-specific terms have been agreed in writing, they apply to that order.

3. Delivery area

Delivery availability and the practical delivery arrangement depend on the products, order size and destination. Contact Kukka Furniture if you need confirmation for a particular location before ordering.

3. Handling, transit and total delivery time

Handling time: 0–1 business day

For stocked products, order handling normally takes between zero and one business day after the order, payment arrangement and delivery details have been confirmed. Handling can include stock confirmation, picking, inspection, packaging, preparation and dispatch scheduling.

Local transit time: 0–2 business days

Once a Nairobi order is ready for dispatch, local transit normally takes zero to two business days depending on the destination, traffic, delivery route, product size, access requirements and delivery schedule.

Typical total time: 0–3 business days

For stocked Nairobi orders, we aim to complete delivery within zero to three business days from order confirmation. This is a normal service target rather than an absolute guarantee.

Products that are out of stock, specially sourced, customised, made to order, supplied in large quantities or delivered as part of a corporate project may require additional time. We will communicate the expected lead time for those orders separately.

4. Delivery and shipping charges

The standard delivery fee shown at website checkout is KSh 1,500.

This covers the normal website delivery arrangement. Large or unusually bulky orders, difficult-access deliveries, redelivery, special handling and third-party courier or freight arrangements may require an additional or separately agreed charge.

For formal quotations and bulk orders, delivery is shown separately and can be adjusted to match the actual delivery requirements. A promotion may also expressly include free or discounted delivery.

5. Nationwide shipping

For customers outside Nairobi, we can prepare furniture for nationwide transport and hand the order to an agreed courier, parcel service, bus parcel office, freight company or other transport provider.

Where practical, the customer may nominate a preferred courier or transport provider. If you do not have a preferred provider, contact us and we can discuss the available arrangement for your destination and order size.

Some bulky furniture may not be suitable for ordinary parcel services. In those cases, a dedicated transport or freight arrangement may be required.

6. Courier arrangements and costs

If you want us to dispatch an order through a specific courier, tell us the courier name, branch or collection point, recipient name and recipient telephone number before the order is dispatched.

Nationwide courier or freight charges depend on the destination, product dimensions, weight, number of packages and the courier selected. Unless the quotation or invoice states otherwise, those charges are borne by the customer.

Where a courier requires payment directly from the recipient, you are responsible for settling that charge with the courier. Where Kukka Furniture pays the courier on your behalf, the amount may be added to your order or quotation before dispatch.

Once an order has been handed to a third-party courier, that courier's operating schedules, collection rules and tracking systems may also apply.

7. Tracking and dispatch confirmation

Where a courier or transport provider supplies a tracking number, consignment number, parcel reference or collection note, we will provide it to you when it becomes available.

Tracking information may be sent by phone, WhatsApp, SMS or email. Some local deliveries made directly by our delivery arrangement may not use an online tracking number; in those cases, we will communicate the delivery status directly.

8. Packaging

We package or prepare furniture in a manner appropriate for the item and the agreed transport method. Packaging may include protective wrapping, cartons, edge protection, securing moving parts, separating detachable components or other reasonable measures intended to reduce transit damage.

If you require additional packaging, export-style packing, extra wrapping, crating or another special protection method, tell us before the order is prepared. Additional packaging requirements may attract an extra charge.

For assembled or bulky furniture, some parts may need to be removed or packed separately to make transport safer. Reassembly arrangements, where required, should be confirmed before dispatch.

9. Delivery access and site requirements

Furniture is often larger than ordinary parcels. Before ordering, check that the item can safely reach the intended room or installation point.

Please tell us in advance about:

• narrow gates, doors, corridors or staircases;
• upper floors and whether a suitable lift is available;
• restricted parking, loading or building access;
• estate, apartment, office or security entry requirements;
• construction sites or premises where protective equipment or permits are required;
• any location where the delivery vehicle cannot reach the normal unloading point.

Where undisclosed access restrictions prevent delivery or require extra labour, equipment or another trip, additional charges may apply.

10. Receiving and inspecting your order

Please ensure that you or an authorised representative is available to receive the order at the agreed address. The receiving person should be able to confirm the product and, where applicable, sign the delivery or courier documentation.

Before the delivery team leaves, inspect the order where reasonably possible and check:

• the product or model delivered;
• the quantity;
• the colour, size or configuration ordered;
• the packaging and furniture for visible transit damage;
• whether any obvious component is missing.

If there is visible damage, a wrong item or a missing package, note it immediately with the delivery person or courier where possible and contact Kukka Furniture promptly with photographs and your order details.

11. Delivery delays

We work to meet the normal delivery times stated above, but delays can occur because of heavy traffic, severe weather, road restrictions, vehicle problems, courier delays, security restrictions, stock issues, public events, access problems or other circumstances outside normal control.

If we become aware of a material delay affecting your delivery, we will make reasonable efforts to update you and arrange the next practical delivery or dispatch date.

If you have a fixed deadline, event date, office opening, installation schedule or other time-sensitive requirement, tell us before placing the order so that we can confirm whether the required date is realistic.

12. Unattended and failed deliveries

You or an authorised representative should be available at the agreed delivery location. If the delivery cannot be completed because nobody is available, access is denied, the address is incorrect, the receiving contact cannot be reached or undisclosed site restrictions prevent unloading, the delivery may be treated as unsuccessful.

A new delivery or transport charge may apply before another attempt is made.

Kukka Furniture is not responsible for losses caused by leaving furniture unattended where the customer has expressly instructed a delivery or courier provider to do so, subject to rights that cannot lawfully be excluded.

13. Corporate, project and bulk orders

Large office orders, workstations, boardroom furniture, multi-floor deliveries and project installations may need a dedicated delivery plan rather than the standard local schedule.

For these orders we may agree a delivery sequence, site contact, loading point, delivery window, floor allocation, assembly plan, site visit or phased delivery schedule.

Where a quotation, accepted purchase order, tender response or written project schedule contains specific shipping or delivery terms, those agreed terms take priority for that order.

14. Wrong, missing or damaged goods

If an order arrives with visible transport damage, the wrong product is delivered or part of the shipment is missing, contact us as soon as reasonably possible. Provide your name, order or invoice reference, a description of the problem and clear photographs where relevant.

Do not continue using, modifying or repairing a product if doing so could make it difficult to assess the reported issue. We may need to inspect the product or review delivery/courier records before determining the appropriate next step.

This section deals with genuine delivery and order problems. It does not create a general change-of-mind return right. Our Returns & Refunds Policy remains applicable, including the rule that return requests may be made within 14 calendar days of delivery, subject to any rights that cannot lawfully be excluded.