For orders delivered to the United Kingdom or United States, we accept returns within 30 days of delivery for products that are unused, unopened and in their original packaging, with all tags and hygiene seals intact. There is no restocking fee. Faulty, damaged or incorrect items can also be returned; please contact us for help. Exchanges are available for faulty or incorrect items. Your statutory rights are unaffected.

Email hello@nirobi.co.uk with your order number and the reason for your return within 30 days of receiving your order. Please include your receipt or proof of purchase. If an item is faulty, damaged or incorrect, describe the issue and include a photo where possible. We will confirm eligibility and provide the return address and instructions. Please obtain approval before sending anything back. Returns are made by post.

We cannot accept change-of-mind returns for products that have been opened, used or unsealed, or whose original hygiene seals are missing or broken. This does not affect your rights if an item is faulty, damaged or incorrect.

For a change-of-mind return, the product must be unused and unopened, in its original packaging with all tags and hygiene seals intact. We inspect returned items before approving a refund. If an item is faulty, damaged or incorrect, contact us for instructions; the unopened condition does not prevent you from reporting a problem.

You pay return postage unless the item is faulty or we sent the wrong product. For faulty, damaged or incorrectly supplied items, contact us first so we can arrange the return and cover the return postage. Returns are made by post. Please use a tracked postal service and keep your proof of postage. We do not charge a restocking fee.

Once your return arrives and is inspected, we’ll email you to confirm receipt. Please allow up to 14 working days for the refund to be processed back to your original payment method. Your bank or card provider may take additional time for the funds to appear.

Original shipping costs are not refundable except where we sent a faulty item or an incorrect order, or where required by your statutory rights.

Free items don’t need to be returned unless they were sent in error or are faulty.

After we issue your refund, it can take your bank or card provider a few business days to show the credit in your account.

Yes — for faulty or incorrect items. Once your return is received and approved, we’ll either refund you or send a replacement per your preference.

If you need help or aren’t sure if your item qualifies for a return, please contact us at hello@nirobi.co.uk and we’ll walk you through it.