Shipping & Returns

Shipping Policy

We are committed to delivering your order accurately, in good condition, and always on time. Please note our shipping policy as follows:

Processing Time

Orders are typically processed within 1-2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout. Delivery times vary depending on your location within Kenya:

• Nairobi & Environs: 1-2 business days.
• Other Major Towns: 2-4 business days.
• Remote Areas: 3-5 business days.

Delivery delays can occasionally occur due to unforeseen circumstances.

Shipment Confirmation & Order Tracking

You will receive a shipment confirmation email once your order has shipped, containing your tracking number(s). The tracking number will be active within 24 hours.

Damages

Creme Collections is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier or our support team directly to file a claim. Please save all packaging material and damaged goods before filing a claim.

Returns & Exchanges Policy

We want you to be completely satisfied with your purchase. If you are not, you can return most items for a refund or exchange within 14 days of delivery.

Return Window

You have 14 calendar days from the date of delivery to initiate a return.

Eligibility

To be eligible for a return, your item must be:

• Unused and in the same condition that you received it.
• In its original packaging with all tags and accessories.
• Accompanied by a proof of purchase (order number or receipt).

Certain items like perishables, intimate apparel, or custom-made products may not be eligible for return. Please check the product page for specific return information.

Return Process

To initiate a return, please contact our customer support team with your order number and reason for return. We will provide you with instructions on how to send back your item. Customers are typically responsible for return shipping costs unless the item was received damaged or incorrect.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

Exchanges

If you need to exchange an item for a different size or color, please contact us. Exchanges are subject to product availability.

Contact Us

If you have any questions about our Shipping & Returns Policy, please contact us at support@cremecollections.shop.