How long delivery takes, what it costs, and how to send something back if it is not right.
Nairobi — same-day delivery on orders placed before 5pm, Monday to Saturday. Orders placed after 5pm go out the next working day.
Rest of Kenya — 1 to 3 business days.
We deliver anywhere in Kenya. We do not currently ship outside Kenya.
These are estimates, not guarantees. Couriers, weather and public holidays can occasionally add a day. If your order is running late, message us with your order number and we will chase it for you.
Delivery is a flat KSh 150 anywhere in Kenya.
Delivery is free on orders over KSh 3,000.
The exact charge for your order is shown at checkout before you pay, so there is never a surprise at the door.
Once your order is dispatched you will get an SMS or email confirming it is on the way. For Nairobi deliveries our rider will usually call you directly to arrange the drop-off.
If you have not heard anything, contact us with your order number and we will tell you exactly where it is.
You can return an item within 7 days of delivery.
The product must be unopened, still sealed, and in its original packaging. For hygiene and safety reasons we cannot accept any skincare, haircare or cosmetic product once it has been opened, used, or had its seal broken — even if it was only opened to look at it. This is standard practice for beauty products, and it is what keeps every order we ship safe.
Please keep your order number or receipt, as we need proof of purchase.
Faulty, damaged or incorrect items are handled differently. See below.
Message us on WhatsApp or email within 7 days of delivery with your order number, the item you want to return, and a photo of it still sealed.
We will confirm the return and arrange one of two things: a courier collection that we book, or you drop the item at our shop — whichever suits you.
Please do not send anything back before we have confirmed it, as we cannot trace parcels we are not expecting.
You do not pay to send an approved return back to us. We cover the return delivery, whether we collect it by courier or you bring it in to Shop B8.
Once the returned item reaches us we inspect it and refund you to the original payment method — M-Pesa, card, or whatever you paid with — within 14 business days.
The original delivery charge you paid is refunded only where the return is our fault: a faulty product, a damaged product, or the wrong item sent. For a change of mind, the original delivery charge is not refunded.
If something arrives broken, leaking, past its date, or is simply not what you ordered, tell us within 7 days of delivery and send a photo.
We will replace it or refund you in full, including delivery both ways. The unopened rule does not apply here — if a product is faulty, it is our problem to fix, not yours.
A real person answers, during business hours.
WhatsApp or call +254 799 555408
Email info@benusbeauty.com
Shop B8, Moons Palace Hotel, Twelfth Street, Nairobi
