Find answers to the most common questions about shopping with Shau Brands.
Orders & Shipping
We deliver within Nairobi within 1-3 business days. Deliveries outside Nairobi typically take 3-7 business days depending on your location. We partner with reliable courier services to ensure your order arrives safely.
We offer FREE shipping on all orders over KES 5,000 within Nairobi. For orders below this threshold, a flat rate shipping fee of KES 300 applies within Nairobi. Shipping to other towns is calculated at checkout based on distance.
Yes! Once your order is shipped, you will receive a notification with tracking information. You can also view the status of your order in the "My Orders" section of your account.
We inspect all items before shipping, but if you receive a damaged item, please contact us within 48 hours with photos of the damage. We will arrange a replacement or refund immediately.
Yes, you can cancel orders that are in "Pending" or "Processing" status from your order details page. Once an order has been shipped, it cannot be cancelled but can be returned.
Payments
We accept M-Pesa (our primary payment method), as well as cash on delivery within Nairobi. M-Pesa payments are processed securely through the Safaricom Daraja API. You can pay via STK Push (Lipa Na M-Pesa) at checkout.
Absolutely! All payments are processed through secure, encrypted channels. We use Safaricom's official M-Pesa API for mobile money transactions, and your financial information is never stored on our servers.
For M-Pesa payments, you will receive an STK Push prompt immediately after placing your order. You must confirm the payment on your phone. If you choose Cash on Delivery, you pay when your order arrives.
Returns & Refunds
We accept returns within 7 days of delivery for items in their original condition with tags attached. Items must be unworn and unwashed. Please refer to our Return Policy page for full details.
Contact our customer support via email or WhatsApp with your order number and reason for return. We will provide you with instructions for returning the item. Return shipping costs are the responsibility of the customer unless the item was defective.
Once we receive and inspect your returned item, refunds are processed within 3-5 business days. For M-Pesa payments, the refund will be sent directly to your M-Pesa account.
Affiliate Program
Our Affiliate Program lets you earn commissions by sharing Shau Brands products with your audience. You get unique referral links for every product, and when someone purchases through your link, you earn a commission on the sale.
Commission rates vary by product category and range from 5% to 15% of the sale price. Your commission is tracked automatically through your unique referral links. Rates may be higher during promotional periods.
Affiliate commissions are paid out via M-Pesa once your earnings reach the minimum payout threshold of KES 1,000. Payouts are processed weekly. You can view your earnings and payout history in your Affiliate Dashboard.
Simply create an account on Shau Brands, then navigate to the Affiliate page and click "Apply Now". Fill out the application form with your details and social media profiles. Applications are typically reviewed within 24-48 hours.
Your Affiliate Dashboard provides one-click sharing to WhatsApp, Instagram, TikTok, Facebook, and Twitter/X. For Instagram and TikTok, we generate ready-to-use captions with relevant hashtags that you can copy directly.