Shipping & Delivery Policy

Effective Date: 14 September 2026

Dekaki General Traders Limited
Registration No. PVT-MKU977YJ
Trading Name: Dekaki General Traders
Gaberone Plaza, 10th Floor, Gaborone Rd, Nairobi, Kenya
Phone: +254 711 511 713
Email: info@dekaki.co.ke

1. Introduction

At Dekaki General Traders, we are committed to delivering your orders conveniently, securely, and within the estimated delivery period provided at the time of purchase.

We provide delivery services across Kenya, subject to product availability, accessibility of the delivery location, courier coverage, and the nature or size of the product ordered.

This Shipping & Delivery Policy explains how we process, dispatch, and deliver orders placed through our website.

2. Delivery Coverage

Dekaki General Traders offers delivery countrywide within Kenya.

We deliver to:

  • Nairobi and its surrounding areas
  • Major towns and cities across Kenya
  • County headquarters and other accessible locations
  • Other areas served by our approved delivery and courier partners

For remote, restricted, or difficult-to-access locations, we may contact the customer to confirm the most suitable delivery arrangement before dispatch.

Certain large, bulky, fragile, or specialised products may require a different delivery method from standard parcels.

3. Order Processing

Orders are normally processed within one (1) business day after the order has been successfully placed and confirmed.

Orders placed on weekends or public holidays may begin processing on the next business day.

Processing times may be longer where:

  • An item requires additional confirmation;
  • The product is temporarily awaiting stock;
  • The order contains multiple products from different locations;
  • Additional customer information is required; or
  • There are circumstances beyond our reasonable control.

Where there is a significant delay in processing an order, we will endeavour to notify the customer using the contact details provided during checkout.

4. Estimated Delivery Times

Our general delivery estimates are:

Delivery Area Estimated Delivery
Nairobi 1–2 business days
Major towns and cities 2–5 business days
Other parts of Kenya 3–7 business days
Remote or hard-to-reach areas May require additional time

These are estimated delivery periods and not guaranteed delivery dates.

Delivery times may vary depending on the product, stock location, courier availability, weather, public holidays, road conditions, and other circumstances beyond our reasonable control.

These delivery ranges are consistent with the general delivery expectations used by major Kenyan e-commerce operators, where domestic delivery commonly occurs within several business days.

5. Delivery Charges

Delivery charges may vary depending on:

  • Delivery location;
  • Product size and weight;
  • Number of items ordered;
  • Nature of the product;
  • Delivery method;
  • Courier or logistics provider; and
  • Any special handling requirements.

Where applicable, the delivery charge will be displayed or communicated to the customer before the order is confirmed.

Where a product is advertised as eligible for free delivery, the applicable free-delivery terms will be stated on the product page, promotional material, or checkout.

Important: Free delivery promotions may be subject to geographical, product, order-value, or promotional restrictions.

6. Delivery of Large or Bulky Products

Some products, including large appliances, furniture, televisions, equipment, or other bulky goods, may require specialised transportation.

For such products:

  • Delivery may take longer than standard parcel delivery;
  • Additional delivery charges may apply;
  • We may contact the customer before dispatch to confirm accessibility;
  • The customer may need to provide information regarding stairs, lifts, parking, gated premises, or other access restrictions; and
  • Special arrangements may be required for particularly large or heavy items.

Where installation or assembly is offered, it will only be included where expressly stated on the relevant product page or quotation.

7. Delivery Address

Customers are responsible for providing accurate and complete delivery information during checkout.

This may include:

  • Full name;
  • Telephone number;
  • County;
  • Town/City;
  • Estate or neighbourhood;
  • Building name;
  • Street or road;
  • House, apartment, office or unit number; and
  • Any useful directions or landmarks.

Dekaki General Traders will not be responsible for delivery delays or additional costs resulting from incorrect, incomplete, or inaccurate delivery information supplied by the customer.

8. Contact During Delivery

Our delivery partner or representative may contact the customer using the telephone number provided during checkout.

Customers should ensure that their phone is reachable around the expected delivery period.

For high-value, bulky, or specially handled products, we may require confirmation from the customer before dispatch or delivery.

9. Failed Delivery Attempts

If a delivery attempt is unsuccessful because:

  • The customer is unavailable;
  • The delivery address is incorrect;
  • The customer cannot be reached;
  • Access to the premises is unavailable; or
  • The customer declines to receive the order,

we may arrange another delivery attempt where reasonably possible.

Additional delivery charges may apply where a second or subsequent delivery attempt is required because of circumstances attributable to the customer.

If an order cannot be delivered after reasonable attempts, Dekaki General Traders reserves the right to cancel the order and apply the applicable refund or cancellation terms.

10. Inspection Upon Delivery

Customers are encouraged to inspect their order at the time of delivery, particularly for visible damage to packaging or the product.

Where possible, customers should:

  • Check that the package corresponds with the order;
  • Check for visible physical damage;
  • Confirm that major components/accessories appear to be present; and
  • Notify the delivery representative immediately if there is obvious damage.

If a product appears damaged, customers should, where practical, take photographs of the product and packaging and contact Dekaki General Traders as soon as possible.

Signing a delivery confirmation does not remove any rights a customer may have under our Returns & Refunds Policy or applicable Kenyan law.

11. Damaged, Incorrect or Missing Items

If you receive:

  • A product different from what you ordered;
  • A visibly damaged product;
  • A product with missing essential components; or
  • An order that appears incomplete,

please contact us as soon as possible at:

Phone: +254 711 511 713
Email: info@dekaki.co.ke

Please provide your order number, a description of the issue, and photographs or other relevant evidence where available.

We will assess the issue and provide the appropriate resolution in accordance with our Returns & Refunds Policy.

12. Order Tracking

Where tracking is available for your delivery, Dekaki General Traders or the relevant delivery partner may provide tracking information or delivery updates.

The availability of tracking depends on the delivery method and logistics provider used for the particular order.

13. Delivery Delays

While we make reasonable efforts to meet the estimated delivery period, delays may occur because of circumstances beyond our reasonable control, including:

  • Severe weather;
  • Flooding;
  • Road closures;
  • Traffic;
  • Public holidays;
  • Courier disruptions;
  • Security-related restrictions;
  • National emergencies;
  • Industrial action;
  • Incorrect customer information; or
  • Other unforeseen circumstances.

Where we become aware of a significant delay affecting an order, we will make reasonable efforts to communicate the situation to the customer.

14. Out-of-Stock Products

Although we make reasonable efforts to maintain accurate stock information, an item may occasionally become unavailable after an order has been placed.

If this occurs, we may:

  1. Contact the customer regarding an alternative product;
  2. Provide an updated expected availability date; or
  3. Cancel the affected item/order and process any applicable refund.

The customer will not be required to accept a substitute product without their agreement.

15. Multiple-Item Orders

Where an order contains multiple products, items may be delivered together or separately depending on:

  • Product availability;
  • Product size;
  • Stock location;
  • Delivery method; and
  • Logistics arrangements.

If products are delivered separately, the customer may receive different delivery dates or tracking information.

16. Cash on Delivery

Where Cash on Delivery (COD) is available at checkout, the customer may pay for the order upon delivery.

COD availability may depend on:

  • Delivery location;
  • Product type;
  • Order value;
  • Customer/order history; and
  • Operational considerations.

A COD order may be subject to confirmation before dispatch.

For high-value orders, Dekaki General Traders may contact the customer to verify the order before dispatch.

17. Changes to Delivery Information

If you need to change your delivery address after placing an order, please contact us as soon as possible.

We will attempt to accommodate the change where the order has not yet been dispatched.

Once an order has been handed over to a delivery partner, changing the delivery address may result in additional charges or delays and may not always be possible.

18. Delivery to Businesses and Offices

For deliveries to offices, commercial buildings, apartments, malls, or other premises with restricted access, customers should provide sufficient delivery instructions.

The customer is responsible for ensuring that the delivery location can reasonably receive the product.

Where a building has reception, security, loading-bay, lift, parking, or delivery-hour restrictions, customers should inform us in advance where relevant.

19. Customer Responsibilities

To ensure successful delivery, customers are expected to:

  • Provide accurate delivery information;
  • Provide a reachable telephone number;
  • Be available or arrange for an authorised person to receive the order;
  • Provide reasonable access to the delivery location;
  • Inspect products upon delivery where possible; and
  • Report delivery problems promptly.

20. Relationship With Our Returns & Refunds Policy

This Shipping & Delivery Policy should be read together with our:

Returns & Refunds Policy

Our delivery policy does not limit any rights available to customers under applicable Kenyan law.

21. Contact Us

If you have any questions regarding delivery, please contact Dekaki General Traders:

Dekaki General Traders Limited
Registration No. PVT-MKU977YJ
Gaberone Plaza, 10th Floor, Gaborone Rd
Nairobi, Kenya

Phone: +254 711 511 713
Email: info@dekaki.co.ke