Shipping Policy

1. Shipping Coverage

MMM Cosmetics currently ships premium lip glosses to addresses within Kenya. We are committed to delivering your order safely and in perfect condition.

Important Notice: We are currently experiencing a temporary packaging update period. Until our new custom boxes arrive in January 2025, all orders will have an extended delivery timeframe of 7-14 business days. We appreciate your patience during this transition and are working diligently to minimize delays.

2. Shipping Schedule

2.1 Regular Shipping Days

To ensure efficiency and quality control, we process and dispatch orders on Tuesdays and Fridays only.

Here's how our shipping schedule works:

Orders placed Saturday - Monday: Dispatched on Tuesday
Orders placed Tuesday - Thursday: Dispatched on Friday
Orders placed Friday: Dispatched the same day if placed before 12:00 PM EAT, otherwise dispatched the following Tuesday

Note: Orders placed on public holidays or weekends will be processed on the next scheduled shipping day.

2.2 Processing Time

Once your order is placed and payment is confirmed, we carefully prepare and package your lip glosses for shipment. This processing includes:

Quality inspection of each product
Secure packaging to prevent damage during transit
Order verification and label preparation

All processing is completed in time for dispatch on the next scheduled shipping day (Tuesday or Friday).

3. Delivery Timeframes

3.1 Standard Delivery (Current - Until January 2025)

Current Estimated Delivery: 7-14 business days from the date of dispatch

Due to our packaging transition, we are currently experiencing longer delivery times than usual. This timeframe includes:

Processing and packaging preparation
Dispatch on scheduled shipping day
Courier transit time

This policy will be updated in January 2025 once our new packaging arrives, and we expect to return to faster delivery times.

3.2 Delivery Locations

Nairobi and surrounding areas: Typically delivered within 7-10 business days
Other major cities (Mombasa, Kisumu, Nakuru, etc.): Typically delivered within 10-14 business days
Remote or rural areas: May take up to 14 business days or longer depending on courier accessibility

4. Express Shipping

4.1 Express Delivery Option

For customers who need their orders urgently, we offer Express Shipping with next-day delivery service.

Express Shipping Details:

Delivery time: Next business day delivery within Nairobi and major cities
Eligibility: Available for orders placed before 12:00 PM EAT on shipping days (Tuesday and Friday)
Additional charges: Express shipping fees apply and will be calculated at checkout based on your delivery location
Coverage: Currently available in Nairobi, Mombasa, Kisumu, Nakuru, and other major urban centers

Important: Express shipping is subject to courier availability and may not be available to all locations. Remote or rural areas may not qualify for express delivery.

4.2 Express Shipping Cutoff Times

To qualify for next-day express delivery:

Tuesday dispatch: Order must be placed by 12:00 PM EAT on Tuesday for Wednesday delivery
Friday dispatch: Order must be placed by 12:00 PM EAT on Friday for Saturday delivery (if courier operates on weekends) or Monday delivery

Orders placed after the cutoff time will be dispatched on the next available shipping day.

5. Shipping Costs

Shipping costs are calculated based on:

Your delivery location
Shipping method selected (Standard or Express)
Total weight of your order

All shipping costs will be clearly displayed at checkout before you complete your purchase. There are no hidden fees.

Free Shipping: We may offer free shipping promotions from time to time. These promotions will be clearly advertised on our website and may have minimum order requirements.

6. Order Tracking

Once your order has been dispatched, you will receive an email confirmation with:

Dispatch confirmation
Estimated delivery date
Tracking information (when available from courier)

Please allow 24-48 hours after dispatch for tracking information to become active in the courier's system.

If you have not received your tracking information within 48 hours of dispatch, please contact us at [email protected].

7. Delivery Address Accuracy

7.1 Customer Responsibility

It is your responsibility to ensure that the delivery address provided at checkout is accurate and complete. Please double-check your shipping information before completing your purchase.

Your delivery address should include:

Full recipient name
Complete street address or building name
Apartment/unit number (if applicable)
City/town
Postal code (if applicable)
Clear delivery instructions or landmarks (if needed)
Working phone number for delivery coordination

7.2 Incorrect or Incomplete Addresses

MMM Cosmetics is not responsible for:

Delays or failed deliveries due to incorrect or incomplete addresses
Additional fees charged by couriers for address corrections or re-delivery attempts
Lost packages due to wrong addresses provided by the customer

If your package is returned to us due to an incorrect address, you may be responsible for additional shipping fees to resend the order.

7.3 Address Changes

If you need to change your delivery address after placing an order:

Before dispatch: Contact us immediately at [email protected]. We will do our best to update your address before dispatch.
After dispatch: We cannot change the delivery address once the order has been handed to the courier. You will need to contact the courier directly to request an address change (additional fees may apply).

8. Delivery Issues and Delays

8.1 Potential Delays

While we strive to meet our estimated delivery times, certain factors beyond our control may cause delays:

Courier delays: Traffic, vehicle breakdowns, or high shipment volumes
Weather conditions: Heavy rain, floods, or other adverse weather
Public holidays: National or local holidays that affect courier operations
Remote locations: Hard-to-reach or rural areas may experience longer delivery times
Security situations: Any unforeseen security concerns that prevent safe delivery
Customs or regulatory checks: Random inspections by authorities

MMM Cosmetics is not liable for delays caused by circumstances beyond our control. However, we will work with our courier partners to resolve any issues and keep you informed.

8.2 Failed Delivery Attempts

If the courier is unable to deliver your order:

The courier will make 2-3 delivery attempts (depending on courier policy)
You will be contacted via phone or SMS to coordinate delivery
The package may be held at the nearest courier depot for collection
You may be charged a re-delivery fee by the courier for additional delivery attempts

If a package is returned to us after multiple failed delivery attempts, you will be contacted to arrange re-shipment (additional fees may apply) or a refund minus shipping costs.

8.3 Lost or Missing Packages

If your order shows as delivered but you have not received it, or if it appears to be lost in transit:

Check with neighbors or building reception: Sometimes couriers leave packages with neighbors or building security
Verify the delivery address: Ensure the package wasn't delivered to an old or incorrect address
Wait 24 hours: Sometimes tracking systems are updated incorrectly
Contact us: If you still cannot locate your package, email us at [email protected] with your order number

We will investigate with the courier and work to resolve the issue. If the package is confirmed lost, we will offer a replacement or refund as appropriate.

9. Packaging and Product Safety

We take great care to package your lip glosses securely to prevent damage during transit. Each order includes:

Protective wrapping around each product
Secure boxing with cushioning material
Sealed packaging to ensure product integrity

If your order arrives damaged, please refer to our Refund & Returns Policy for instructions on filing a claim within 48 hours of delivery.

10. Receiving Your Order

10.1 Delivery Signature

Some couriers may require a signature upon delivery for security purposes. If you will not be available to receive your order:

Provide alternative delivery instructions in the delivery notes at checkout
Authorize the courier to leave the package with a neighbor or building security
Arrange for someone else to receive the package on your behalf

10.2 Inspection Upon Delivery

When you receive your order, we recommend that you:

Inspect the packaging for any visible damage
Open the package and verify your order contents
Check each product for defects or damage within 48 hours (as per our Refund & Returns Policy)

If there are any issues, contact us immediately at [email protected] with photos of the damage.

11. International Shipping

MMM Cosmetics currently ships within Kenya only. We do not offer international shipping at this time.

We are exploring options to expand our shipping coverage in the future. If you would like to be notified when international shipping becomes available, please contact us to join our waitlist.

12. Shipping Restrictions

We reserve the right to refuse shipment to certain locations if:

The area is inaccessible to our courier partners
There are safety or security concerns
Previous delivery attempts to the address have repeatedly failed
The address is flagged for fraudulent activity

If we cannot ship to your address, we will contact you to discuss alternative arrangements or process a full refund.

13. Contact Us

If you have questions about shipping, delivery, or tracking information, please contact us:

Email: [email protected]
Subject line for shipping inquiries: Shipping Inquiry - Order [Your Order Number]
Business Name: MMM Cosmetics
Location: Nairobi, Kenya

We aim to respond to all shipping inquiries within 1-2 business days.

14. Changes to This Policy

We reserve the right to modify this Shipping Policy at any time. Changes will be posted on this page with an updated "Last Updated" date.

Note: This policy will be updated in January 2025 when our new packaging arrives and regular delivery timeframes resume.