March 29, 2019

FAQs

ORDERS:
How do I place an order?

We are an online store so you can order everything through our website, www.vegankenya.com! Just add what you’d like to your cart, add your delivery location, pay by Mpesa Express, then check out! We can’t take orders or payments over the phone but if you have an issue or need help please email sales@vegankenya.com. We are also reachable on all our social platforms Instagram, Twitter, Facebook. At designated times of the day, we are also available via online chat (blue chat box at the bottom right hand corner of your screen).

Do you have any discounts for new customers?
Yes! First time customers who spend 2000/- can use the code NEWB10 for 10% off their first order, rejoice!

I want to order in bulk
While we are not wholesale yet, that is something we can consider for the future. We don’t place any limits on the number of products that you can order so go ahead and add what you need to your cart. The website will tell you if you order quantities more than are in stock.

How can I rate or review a product I have purchased?
Once logged into your account, click on the product you purchased and want to review, scroll down to “Reviews” and click on it. Type in your comments in the box that opens and select “Submit” once finished.
Tip for reviews: Leave relevant information once you have tried the product about what you liked or what you did not. That way, it will be a constructive review for another customer who is relying on reviews to make a decision. Reviews regarding delivery or other issues should not be left under a product review, instead please send us an email so we can correct it. We can’t wait to check out your reviews!

Do you restock items that are sold out?
We will restock most items that are sold out. If an item was a slow-mover we may consider NOT returning it as we want to stock the items our customers are asking for. If an item is no longer going to be offered on our website, we will remove the item from the site.

How do we choose our brands?
Vegan Kenya is committed to stocking products that are 100% Vegan. We also focus on providing cruelty-free and organic certified products when we can find them. The other screening we try to do is purchase products that are free of genetically modified organisms (GMOs). We strive to be 100% GMO-free in all our product lines that are imported. On the local side, we do not have a body in Kenya yet that standardizes GMO-free products, but we have been told this is in the works. What we demand of our local vendors is that their products must be organic in nature.

What is a cross contamination tag?
Some products have cross contamination warnings, which we include on our website where we can! This simply means that the factory where the product was manufactured, also handles other non-vegan products (not that the specific product contains that item(s)). For instance, a chocolatier who makes regular milk chocolate and chocolate with nuts, may also offer a vegan chocolate so their product will contain a tag that says “May contain traces of milk and nuts”. If you have an allergy and you want to double check a product, please check the description box for the tag or feel free to contact us at sales@vegankenya.com

Do your products contain palm oil?
We follow The Vegan Society’s stance on palm oil, which means we view palm oil as a vegan product in and of itself. We are aware that some of our customers prefer to avoid palm oil where possible, so we’re working on also reducing products with palm oil. If we can find an alternative product without palm oil, we will re-stock with that one. In the meantime, check the description box for the ingredients list.
The Vegan Society’s full stance below:
In itself, palm oil is a vegetable product which does not need to involve the (ab)use of animals, and therefore is suitable for vegans. The palm oil and palm timber industries are rife with very bad practices. In the EU, palm oil used in food must now be labelled, but ingredients derived from palm oil in food and non-food products still do not have to be labelled. So it is not possible for consumers to boycott palm products. Instead, ending the abuses of the palm tree (oil and timber) industries requires co-ordinated action by consumers, policymakers, vegans and non-vegans together.
Vegans should also be aware that due the fact that single-issue campaigns have focused solely on the negative effects of palm oil, other types of crop farming, which cause harm to many animals, are overlooked. The Vegan Society is working towards a world where animals are not (ab)used for human purposes. We encourage stock-free farming and alternatives to widespread crop clearance and other farming methods which currently cause many animals to die every year. Unfortunately, it is not yet possible or practical for individual vegans to only support vegan farming. However, the consumption of plant-based crops such as wheat, barley, oil palm and soybeans causes far fewer animals to lose their lives than eating animals.

SHIPPING:
How long does delivery take?

Per our Service Level Agreement (SLA) our orders ship out within 1-2 days. Most orders typically deliver within 24 hours. The extra day is for non-imported items that are requested in excess of what we currently have in-stock. If we have to re-stock a locally manufactured item from our vendors, your item will take 2 business days. Additionally, all orders received after 10:30 am on Saturday will be shipped out the following Monday.

How do I change my email or shipping information?
Please login to your account and visit the My Account page. There, you can update all of your account information, including your email and shipping addresses. Please refer to our Privacy Policy to understand how your personal information is handled on this site.

What is Vegan Kenya’s return policy?
If you are not satisfied with your purchase, you can return the item(s) to us in their original packaging, unopened and undamaged, with all original tags/labels attached. Please notify us via email ASAP or within 7 days of receiving your order. Read our Return Policy
Please note that certain merchandise is not eligible for return including:

  1. Perishable items
  2. Intimate or sanitary goods
  3. Personal care items & cosmetics
  4. Final sale items

Which areas do you ship to?
We currently ship to Kenya, Tanzania, Uganda and Rwanda via Fargo Courier and Modern Courier. If you are ordering outside Nairobi, you will pick up your order at the designated hubs of the courier companies.

PARTNER WITH US:
How can I sell on your site?

We’re always on the lookout for new, high-quality products and brands that share our values. If you would like to partner with Vegan Kenya, please submit your information for review to sales@vegankenya.com.

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