Awaiting Order Arrival

When will I receive my order?

  • In-Stock Nairobi Deliveries: Dispatched same-day or next-day depending on your selected location and delivery instructions.

  • Pre-Orders / Custom Sourced Items: Usually take estimated shipping timelines communicated upon order placement from our manufacturer partners.

  • Shop Pickups: Available for pickup immediately once you receive an order confirmation.

How do I track my order delivery?

Once your order is dispatched, you will receive an update via email or WhatsApp with rider/courier dispatch details. For direct follow-ups, email us at inquiries@auntymadiroo.com.

Where do I pick up my order if I selected "Pickup from Shop"?

You can collect your order directly from our shop at Aunty Madiroo, Nacico Chambers, 1st Floor, Along Moi Avenue, Nairobi, Kenya.

What should I do if my delivery is delayed?

If your rider hasn't arrived within your requested time slot, contact us at inquiries@auntymadiroo.com with your Order Number and our team will trace the dispatch status immediately.

 

Ordering & Payment

What payment methods do you accept?

We accept Lipa Na M-PESA, Airtel Money, Visa, Mastercard, and American Express via our secure Pesapal gateway at checkout.

How do pre-orders work?

Pre-orders allow you to secure items like high-grade wigs, designer apparel, premium kitchenware, and appliances directly at manufacturer-direct prices. Once you place the pre-order, we handle the overseas sourcing, inspection, and local delivery.

How are delivery fees calculated?

Delivery rates are calculated automatically at checkout based on your specific road, zone, or estate in Nairobi (or a flat KSh 100 fee for CBD deliveries). Pickup from our shop is completely free.

When will I receive my order?

Track the status of your order: Woodmart marketplace provides the ability to track the status of an order by tracking number.

Can I order directly via WhatsApp or Call?

Yes. You can browse the catalog on the website and reach out directly to place custom orders, request product videos, or verify sizes.

 

After sales

What should I do if my package arrives damaged or defective?

Please inspect your package upon delivery. If an item arrives defective or damaged, contact us within 48 hours at inquiries@auntymadiroo.com with your Order Number and photos/video of the issue so we can arrange an exchange.

Can I exchange an item for a different size or style?

Yes, provided the item is unworn, unwashed, has all original tags attached, and is in its original packaging. (Note: Wigs and personal care/beauty products cannot be exchanged once opened/unsealed for hygiene reasons).

How do I contact customer support?

You can reach us anytime by emailing inquiries@auntymadiroo.com or visiting us at Nacico Chambers, 1st Floor, Moi Avenue.

 

Refund

What is your return policy window?

We have a 30-day return policy for eligible items, provided they are unused, unworn, in their original packaging, and accompanied by proof of purchase.

Which items cannot be refunded or returned?

Items exempt from return include opened perfumes, cosmetics/beauty items, worn/cut wigs, custom pre-orders already in transit, and clearance/sale items.

How long will it take to receive my refund?

Once your return is received and inspected at our shop, your refund will be processed to your original payment method (or M-PESA) within 10 business days.

Who covers return shipping fees?

Customers are responsible for return courier costs unless the return is due to an error on our part (such as a wrong or defective item sent). Items can also be dropped off directly at our shop in Nacico Chambers.