Shipping and Delivery Policy

Mauzzo.co.ke is operated by Mauzo Services, a registered business name in Kenya, trading under the brand name Mauzzo. This Shipping and Delivery Policy explains how Mauzzo processes customer orders for delivery or pickup.

1. Business Identity and Fulfilment Responsibility

• Mauzzo.co.ke is operated by Mauzo Services, a registered business name in Kenya, trading under the brand name Mauzzo.
• Mauzzo is responsible for processing, fulfiling, delivering, and supporting orders placed through Mauzzo.co.ke.
• Mauzzo is not a fulfilment centre for third-party vendors and does not ship products on behalf of independent sellers.

2. Order Processing Days and Delivery Hours

• Mauzzo processes and delivers orders during business days.
• Saturday deliveries and pickup processing are available up to 2:00 PM.
• We do not ordinarily process deliveries on Sundays or public holidays unless Mauzzo communicates a special arrangement.
• Orders are processed after successful payment confirmation and any required order verification.

3. Nairobi Deliveries

• Same-day target: Nairobi orders placed and payment-confirmed before 2:00 PM on an eligible delivery day are targeted for same-day delivery.
• After 2:00 PM: Nairobi orders placed or payment-confirmed after 2:00 PM may spill over to the next eligible delivery day.
• Latest delivery window: Where same-day delivery is not possible because of volume, routing, traffic, weather, stock movement, customer availability, or other operational issues, Mauzzo aims to complete Nairobi deliveries as soon as possible and no later than 72 hours from payment confirmation.

4. Deliveries Outside Nairobi

• For the rest of Kenya, standard delivery is typically within 24 to 72 hours after payment confirmation, depending on the destination, courier route, customer availability, and order verification.
• Remote, hard-to-reach, or operationally affected areas may occasionally require more time.
• Where reasonably possible, Mauzzo will communicate such delays to the customer.

5. Pickup Orders

• Mauzzo currently offers physical pickup from RNG Plaza, Shop/Unit B23.
• Customers selecting pickup will be notified when their order is ready for collection.
• Customers may be asked to present order confirmation details and reasonable identification or phone verification at collection.
• Mauzzo intends to gradually introduce more pickup locations in different areas.
• New pickup locations and instructions will be communicated on the website, checkout page, or official order communication channels.

6. Delivery Address and Customer Availability

• Customers must provide accurate delivery information, including name, phone number, delivery address, estate/building/landmark, and any helpful access instructions.
• If the customer is unreachable, unavailable, or the delivery details are incomplete or incorrect, delivery may be delayed, rescheduled, or cancelled where necessary.
• Additional charges may apply where a re-delivery is required because of customer unavailability or incorrect delivery details.

7. Inspection on Delivery or Pickup

• Customers should inspect the package at the point of delivery or pickup where practical.
• If an item appears wrong, damaged, incomplete, or materially defective, the customer should notify Mauzzo as soon as possible, preferably within 48 hours, to allow prompt review and resolution.

8. Delivery Charges

• Delivery charges, where applicable, will be shown at checkout, communicated by quotation, or confirmed through official order communication channels before fulfilment.
• Pickup orders may not attract delivery charges unless a separate handling or third-party service cost is disclosed before confirmation.

9. Delivery Delays and Force Majeure

• Delivery times are estimates and may be affected by traffic, weather, public events, courier disruptions, stock handling, security restrictions, system downtime, or other circumstances beyond Mauzzo reasonable control.
• Mauzzo will make reasonable efforts to keep customers informed where a significant delay is identified.

10. Policy Updates and Contact

• Mauzzo may update this Shipping and Delivery Policy from time to time to reflect operational changes.
• For delivery, pickup, or order support, customers may contact Mauzzo through the contact details published on www.mauzzo.co.ke or our official customer support channels.