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Free delivery on orders over KSh 3,000·Order by 5pm for same‑day dispatch·WhatsApp us
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Help Centre

Frequently asked questions

Welcome to the Benus Beauty FAQ. Everything you need to know about ordering, delivery and returns. If your question is not here, message us on WhatsApp and a real person will help.

Ordering & payment

How can I pay?
Two ways. Online at checkout through PesaPal, M-Pesa, Airtel Money or a debit or credit card. Or, if you are in Nairobi, pay on delivery by M-Pesa or cash when your order arrives. For pay-on-delivery orders we call or WhatsApp you to confirm before we dispatch.
Can I pay on delivery outside Nairobi?
Not at the moment, pay on delivery is for Nairobi only. Everywhere else in Kenya you can pay online at checkout with M-Pesa, Airtel Money or a card.
Do I need an account to order?
No. You can check out as a guest. An account is handy if you order often: you can see every order and where it is, order the same things again in one tap, and save your delivery address.
Can I change or cancel my order?
Message us on WhatsApp with your order number as soon as you can. If it has not been dispatched yet, we will do our best to change it for you.
I am not sure what to buy. Can you help?
Yes. Take our 1-minute skin & hair quiz for a routine picked from what we have in stock, or message us on WhatsApp, a real person answers and will help you choose.

Delivery

How much is delivery?
A flat KSh 150 anywhere in Kenya, and free on orders over KSh 3,000. The exact charge is shown at checkout before you pay, so there is never a surprise at the door.
How long will my order take?
Nairobi: same-day delivery on orders placed before 5pm, any day of the week. Orders placed after 5pm go out the next morning.
Rest of Kenya: 1 to 3 business days.
These are estimates, couriers, weather and public holidays can occasionally add a day.
Do you deliver outside Nairobi?
Yes, anywhere in Kenya, usually within 1 to 3 business days. We do not currently ship outside Kenya.
How do I track my order?
Signed in? Open My account › Orders to see where each order is. Once it is dispatched you also get an SMS or email, and in Nairobi our rider will usually call you to arrange the drop-off. Not heard anything? Message us with your order number and we will tell you exactly where it is.
My order is running late. What do I do?
Message us on WhatsApp with your order number and we will chase it for you straight away.

Returns & refunds

Can I return something?
Yes, within 7 days of delivery, as long as the product is unopened, still sealed and in its original packaging. For hygiene and safety we cannot take back skincare, haircare or cosmetics once they have been opened or the seal is broken, even just to look.
How do I start a return?
Message us on WhatsApp or email within 7 days of delivery with your order number, the item, and a photo of it still sealed. We confirm the return and either book a courier to collect it or you drop it at our shop, whichever suits you. Please do not send anything back before we confirm.
Do I pay to send a return back?
No. Approved returns are free, we cover the return delivery, whether we collect it or you bring it in.
When will I get my refund?
Once the item reaches us and we have checked it, we refund you to the way you paid, M-Pesa, card or otherwise, within 14 business days. The original delivery charge is refunded when the return is our fault (faulty, damaged or wrong item), but not for a change of mind.
Something arrived damaged, faulty or wrong.
Sorry about that. Tell us within 7 days of delivery and send a photo. We will replace it or refund you in full, including delivery both ways, and the unopened rule does not apply here.

Products

Are your products genuine?
Yes. Everything we stock is sourced to be authentic, so there is no guesswork about where it came from. If you ever have a question about a product, message us.
Which brands do you carry?
K-beauty favourites like COSRX, Anua, Beauty of Joseon and Medicube, dermatologist staples like CeraVe and La Roche-Posay, and haircare that suits Kenyan hair from Cantu, Creme of Nature and African Pride. See everything we stock.
Something I want is sold out.
Open the product page and leave your email under “Notify me” - we will email you the moment it is back in stock. You can also ask us on WhatsApp for a similar product we have now.
Do you sell complete routines?
Yes. Our bundle packs put a full routine together, for K-beauty, dry skin, natural hair and dark spots.

Still need help?

A real person answers on WhatsApp during business hours. You can also email us and we reply within one business day.

Email

How do I track my order?

Once your order has been dispatched, you’ll receive an SMS and/or email with your tracking details.

For local deliveries within Kenya, our delivery team may contact you directly to arrange drop-off.

If you haven’t received your tracking details or need help, contact us with your order number, by email, WhatsApp or phone.

Returns and refunds

You can return an item within 7 days of delivery, provided it is unopened, still sealed and in its original packaging. For hygiene and safety we cannot accept beauty products once they have been opened, used or unsealed.

Returns are free, we cover the cost of getting the item back to us. Full details are on our Returns & Delivery page.

What payment methods do you accept?

We accept M-Pesa, major credit and debit cards including Visa and MasterCard, and PayPal.

How long does shipping take?

Nairobi - same-day delivery on orders placed before 5pm, any day of the week.

Rest of Kenya - 1 to 3 business days.

Delivery is a flat KSh 150, and free on orders over KSh 3,000.

What if my order is delayed?

Please get in touch with your order number and we’ll track down your shipment and get it to you as quickly as we can.

Still need help?

We answer on WhatsApp during business hours.

Message us on WhatsApp

Still have a question after the Benus Beauty FAQ?

If this Benus Beauty FAQ did not answer your question, WhatsApp us on 0799 555 408 and a real person will reply. You can also read our returns and delivery page, or ask for product advice before you buy.