Shipping Policy
At Reinas Gowns, we carefully package every order to ensure it reaches you safely and in excellent condition.
Overview
We offer delivery within Kenya and international shipping for eligible purchases. Delivery timelines and shipping costs vary depending on the destination, order type and availability. The applicable shipping fee and estimated delivery timeframe will be communicated before your order is dispatched. Once your order has been handed over to the courier, you will receive the available tracking information.
Please note that delivery timelines are estimates and may be affected by courier delays, public holidays, weather, customs processing or other circumstances beyond our control.
Production & Dispatch Times
For made-to-order and bespoke pieces, please allow the following production timelines before dispatch:
* Bespoke Bridal: 4–12 weeks
* Evening & Prom: 3–6 weeks
* Ready-to-Ship / Nkatha: 1–5 business days before dispatch
Please note: Production timelines and shipping times are separate. Courier delivery begins once your order has been completed and dispatched.
1. Domestic Delivery — Kenya
Nairobi Atelier Pickup Complimentary collection is available from our Nairobi Atelier.
Nairobi Doorstep Delivery Same-day or next-day delivery is available within Nairobi, depending on the order and delivery location. Delivery charges are calculated at checkout.
Countrywide Delivery Express registered courier delivery is available to towns across Kenya, with delivery typically within 24–48 hours. Delivery charges are calculated at checkout.
2. International Shipping — Worldwide
International orders are shipped via DHL Express, with tracked delivery available to over 220 countries and territories. Live shipping rates are calculated automatically at checkout based on the destination and package weight.
International customers are responsible for providing a complete and accurate delivery address, telephone number and any other information required for delivery. Once an international order has been dispatched, the customer is responsible for monitoring the shipment and responding to any requests from the courier or customs authorities.
Estimated transit times are:
- * East Africa: 2–4 business days
- * Europe, UK & Middle East: 3–5 business days
- * USA, Canada & Australia: 4–7 business days
Once your order has been dispatched, an official DHL tracking number will be sent to your email so you can follow your delivery.
3. Customs Duties & Import Taxes
International shipments may be subject to customs duties, import taxes, VAT, clearance fees or other charges imposed by the destination country.
These charges are not included in the purchase price or shipping fee, unless explicitly stated otherwise.
All customs duties, taxes and clearance charges are the responsibility of the customer.
Reinas Gowns does not control these charges and cannot guarantee the amount that may be charged by customs in your country.
4. Customs Delays
Customs authorities may hold a package for inspection or require additional information before releasing it. Such delays are outside the control of Reinas Gowns and are not considered a failure to deliver. If customs or the courier contacts you regarding your shipment, please respond promptly to avoid unnecessary delays or additional charges.
5. Refused or Abandoned Shipments
If an international shipment is refused or abandoned because the customer does not pay applicable customs duties, taxes or clearance charges, the customer remains responsible for any costs incurred as a result.
Reinas Gowns will not be responsible for refunds or replacement of an order that is lost, returned, abandoned or destroyed because the customer refused or failed to clear the shipment.
If the parcel is returned to us, any additional shipping, customs or handling costs incurred may need to be settled before the order can be re-shipped.
6. Incorrect Delivery Information
Customers are responsible for ensuring that all delivery information provided to Reinas Gowns is correct.
Reinas Gowns is not responsible for delays, failed deliveries or additional courier charges resulting from an incorrect or incomplete address or contact information supplied by the customer.
7. Damaged Packages
If your package arrives visibly damaged, please notify the courier immediately where possible and contact Reinas Gowns within 48 hours of delivery.
Please take clear photographs and/or videos of the packaging and the garment before discarding any packaging materials.
This will allow us to assess the issue and, where necessary, assist with a courier claim.
8. Delivery Confirmation
Once tracking confirms that an order has been delivered to the address provided by the customer, the order will be considered delivered.
If you have not received your package despite a delivery confirmation, please contact us as soon as possible so that we can assist in following up with the courier.
9. Delivery to Third Parties
If you request delivery to a third party, including a friend, family member, hotel, office or other designated recipient, delivery to that address will be considered delivery to the customer. Please ensure that the recipient is available and authorized to receive the package.
10. Important Notice for International Customers
By placing an international order with Reinas Gowns, you acknowledge that customs duties, taxes and import requirements are determined by the laws of your destination country and are the responsibility of the customer.
Reinas Gowns will provide the necessary shipping information available to us, but we cannot guarantee how a shipment will be assessed or processed by foreign customs authorities.