Almost everything we sell is branded with your logo, so it is made for you and cannot be resold. This page explains how we deliver, when items can and cannot be returned, and what happens if something arrives damaged, faulty or short. It applies to all orders from Digital Edge delivered or collected in Kenya.
Delivery
| Where | Cost | How |
|---|---|---|
| Nairobi | Free | Delivered to your office or event venue |
| Other towns in Kenya | Courier cost at cost, usually KES 500 to KES 3,000 depending on the town and the size of the order | By courier; the exact cost is confirmed in your quote before dispatch |
| Your own courier | Paid by you to your courier | We hand the order to the courier you choose |
| Collection | Free | From NextGen Mall, Mombasa Road, Mlolongo |
Delivery usually takes 3 to 7 working days once your order is ready. Branding starts after you approve the artwork and pay the deposit; your quote shows the expected ready date. We also ship to Uganda, Rwanda and South Sudan at cost.
Summary
| Item | Return or exchange? |
|---|---|
| Branded items (printed, embroidered, engraved or otherwise customised) | No returns or exchanges |
| Assembled gift sets and hampers | No returns or exchanges |
| Items that arrive damaged, faulty or short | Report within 72 hours; we replace the item or correct the order |
| Unbranded stock | Only with written approval, requested within 48 hours of collection; 25% handling fee |
Branded and customised items
- Branded items, assembled gift sets and items consolidated into hampers cannot be returned or exchanged.
- Before any branding starts, we send you a layout showing your logo on the product. Please check spelling, colours, size and position carefully: branding only starts after you approve it in writing.
- If you take unbranded stock from us to another branding company, check every item before it is branded. Branded items cannot be returned, whoever made the error.
Damaged, faulty or missing items
- Please check your order on delivery or collection.
- Report any damage, fault or shortage within 72 hours of delivery or collection, with photos and your invoice number. After 72 hours we cannot accept claims.
- Once we confirm the problem, we replace the affected items or correct the order at no cost to you.
Unbranded stock
- Unbranded stock can only be returned with written approval from Digital Edge management.
- Ask for approval within 48 hours of collection.
- Approved returns carry a 25% handling and admin fee, and must come back unused, in their original packaging, with the matching invoice.
- Returns without written approval and the matching invoice cannot be accepted.
Refunds
Where a refund is agreed for an approved return, we refund the amount paid less any handling fee, to the original payment method (M-Pesa or bank transfer), once the returned items have been received and checked.
Cancellations
Orders cannot be cancelled once the final artwork has been approved. Cancellation fees for earlier stages are set out in our terms and conditions.
How to contact us about a return
Call or WhatsApp us, email us, or use the contact page. Please have your invoice number ready. You can also visit us at NextGen Mall, Mombasa Road, Mlolongo.
Frequently asked questions
How much is delivery outside Nairobi?
Delivery in Nairobi is free. For other towns we send by courier at cost, usually between KES 500 and KES 3,000 depending on the town and the size of the order, and confirm the exact amount before dispatch. You can also use your own courier.
Can I return branded items?
No. Branded, assembled or consolidated items are made for you and cannot be returned or exchanged. That is why we send a layout for your approval before branding starts.
What if my order arrives damaged?
Report it within 72 hours of delivery or collection, with photos and your invoice number. Once we confirm the problem we replace the affected items or correct the order.
Can I return unbranded stock?
Only with written approval from Digital Edge management, requested within 48 hours of collection. A 25% handling and admin fee applies.
