FAQs
Orders
Why does my order take so much time to prepare?
To minimise waste our products are made to order. This means that there is a specified wait time before the item can be shipped. The production time and shipping estimate will be clearly stated when you make your order.
How can I track my order?
Orders are fulfilled Monday to Friday to align with the working days of our artisan partners.
You will receive an email confirmation with a tracking number once your order is shipped. Use this tracking number to monitor your delivery. Note that Zaliwa is not responsible for stolen or lost packages if the tracking status shows "delivered."
Can I change or cancel my order once it’s been placed?
Order preparation begins promptly after you place your order, so changes or cancellations - including address modifications - cannot be guaranteed. To explore the possibilities, please contact us at hello@zaliwa.co.uk as soon as possible.
What forms of payment are accepted?
We accept Visa, MasterCard, Amex, Discover, Diners Club, Shop Pay, Apple Pay, PayPal and Google Pay.
How do I use the promotion code I received when I subscribed to your newsletter?
The promotion code you received can be used on your first order only. It cannot be combined with other offers, promotions, or already marked-down merchandise. Please note that the code has no cash value. If you are experiencing issues using the code on your first order please contact us at hello@zaliwa.co.uk
What happens if my order arrives damaged?
Though we and our supplier partners take the utmost care in checking products and packaging orders before dispatch, accidents do occasionally happen. In the rare occurrence that an order arrives damaged or has a fault, please notify us at hello@zaliwa.co.uk within 24 hours of delivery with the following information:
i) Your order number
ii) A detailed description of the damage or fault
iii) Photographs of the damaged or faulty product, interior packaging and exterior packaging
Shipping
How much does shipping cost?
Shipping costs vary based on your delivery location and the size of the item. The exact price — including any free shipping threshold you may qualify for — is calculated at checkout. Import duties and customs charges are already covered, so there shouldn't be anything extra to pay on delivery. Estimated costs can be found in our shipping policy.
Don't see your country listed? We may still be able to ship to you — contact us at hello@zaliwa.co.uk to request a personalised shipping quote.
What is the estimated shipping time?
Our products are made on demand. The estimated time required to make each item is set out in the product description - in most cases it's a few weeks, though often it can be much quicker. Shipping time is then added on top of this and varies by destination, typically ranging from 2 to 9 business days depending on your location - see our shipping policy. for estimated times by region. For made-to-order products, contact us to discuss your requirements and we'll give you a timeline tailored to your order.
What should I do if my package shows as delivered but I haven’t received it?
If your package shows as delivered but you have not received it, please first check with your neighbours. Sometimes packages can be mistakenly delivered to a nearby address. If you still cannot locate the package, please contact the carrier directly with your tracking number for further assistance. If you have further questions or need assistance, please contact us at hello@zaliwa.co.uk
What is Zaliwa’s policy on lost or stolen packages?
Zaliwa is not responsible for packages that are lost or stolen once they are marked as delivered by the carrier. Please monitor your shipment closely using the tracking number provided and contact the carrier in the event of any concerns.
Zaliwa doesn't ship to my country. Can I still place an order?
Zaliwa currently ships to a wide range of countries. If you notice that we don’t yet ship to yours, please contact us at hello@zaliwa.co.uk and we’ll see if we can arrange delivery to your location.
Occasionally, we’re unable to ship to certain countries due to conflict or conditions that make delivery unsafe or unreliable.
Where will my shipment come from?
All products are shipped directly from their maker in Kenya.
If Zaliwa is focused on sustainability, how do you justify shipping products internationally?
It's a fair question, and one we ask ourselves too.
Our commitment to sustainability is at the heart of everything we make - from the materials we choose to the people we work with. But we're also a small, growing business, and we want to be honest with you rather than make promises we can't yet keep.
Right now, international shipping is necessary for us to reach our customers and grow the business. We know that creates a carbon footprint, and we don't want to paper over that with greenwashing. What we can tell you is that carbon neutrality is a concrete goal for us - not a vague aspiration - and one we intend to work towards as the business becomes financially sustainable enough to do so responsibly.
In the meantime, we're focused on the things we can control: sustainable materials, ethical production, minimal packaging, and building a business that's designed from the ground up to do less harm. We'd rather be transparent about the journey than pretend we've already arrived.
If this is something you care about, thank you - customers like you are part of what will make it possible.
Returns & Exchanges
What is your return policy?
If you are not satisfied with your purchase, please contact us so we can help you further. Returns are accepted, if you notify us within 14 days of receipt, but you will be responsible for posting your item back to our suppliers. If you have ordered a bespoke item unfortunately our refund policy does not apply due to the personalised nature of this work.
How do I initiate a return?
Contact us at hello@zaliwa.co.uk with your order number, item(s) to return, and reason for return. We will then issue the return instructions.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer, except for damaged or incorrect items. We recommend using a traceable shipping method for returns. You are responsible for ensuring the safe return of your order. We cannot accept liability and returns for any products damaged due to poor packaging. Zaliwa can also not assume any liability for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled by the carrier.
When will I receive my refund?
Refunds will be processed to your original form of payment within 14 days of receipt of the returned items. Please note that shipping charges are non-refundable.
Do you offer exchanges?
No, to receive a different product, please return the original item and place a new order.
Could you not make it easier and cheaper for me to make a return?
It is extremely important to us that you LOVE your purchase from us. And if on the rare occasions that there is a fault with your purchase we will do everything in our power to fix this. However, we don't want to make it too easy to make returns as we want to discourage impulse buys. We are deeply committed to our environmental mission, and online retail returns have a significant negative impact. Every year returns generate 5 billion pounds of landfill waste and 1.6 billion gallons of diesel fuel burned, resulting in 15 million metric tons of CO2 emissions. In 2017, returns accounted for $380 billion worth of goods. We believe the culture of easy returns is a real problem. We encourage you to research purchases, avoid impulse buys, and only buy what you truly need. Let's work together towards more mindful consumption.
Why is your packaging not more glossy, I thought this was a high quality brand?
Wherever possible we use original packaging from our suppliers, minimising the amount of packaging required to get your products to you. This ensures they are sourced as locally as possible thus minimising our environmental footprint. Where this is not possible we ensure that the packaging that we source is sustainable/recycled etc. We prioritise these values over the aesthetics of the packaging.
What measures do you take to reduce packaging waste?
As part of our commitment to sustainability, we actively engage in conversations with our suppliers about reusing packaging and using sustainable options whenever feasible. When this option isn't available, we turn to our own thoughtfully sourced packaging solutions, carefully chosen to minimise our environmental footprint.
Do you offer gift wrapping or gift messages?
We currently do not offer gift wrapping or gift notes but if we notice demand we will look into adding this service. Please tell us if you want to see this at Zaliwa.
Other
Why are some of your products so expensive?
Our products reflect a commitment to circularity, ethical sourcing, and high-quality craftsmanship. Here’s why some items may come at a higher price than mass market options:
i) Sustainable Materials: Our core focus is on creating products from materials that would otherwise be waste material. This can be more expensive than conventional options.
ii) Fair Wages: We partner with makers who ensure all workers receive fair wages and work in safe conditions. This ethical practice might increase costs, but it supports the livelihoods and well-being of the artisans who create our products.
iii) Artisanal Craftsmanship: Most of our products are handcrafted by skilled artisans. The time, effort, and expertise they invest in crafting these unique items contribute to their value and distinctiveness.
iv) Global Access: Our products are sourced from Kenya this involves additional costs for duties, shipping, and logistics but also offers the luxury of discovering and owning exceptional pieces from diverse cultures and traditions without the need to travel.
v) Quality and Longevity: Our products are durable and designed to last. This not only saves you money over time but also helps minimise further waste.
Do you sell your products in East Africa?
Yes! We are a relatively new company and our initial focus has been on bringing these products to a larger, international audience as we believe this will create the most long term benefits for our local partners as the greater the number of customers we have the more waste we remove from the ecosystem. However we are able to easily ship within Kenya and across the region.
