Shipping Policy

Effective Date: 01/06/2026

Last Updated: 29/05/2026

Welcome to Shop Go Natural

At Shop Go Natural, we are committed to delivering your orders safely, accurately, and as quickly as reasonably possible.

This Shipping Policy explains how we process, dispatch, and deliver orders placed through our website https://www.shop-gonatural.co.ke.

Please read this Shipping Policy together with our:

• Terms & Conditions
• Privacy Policy
• Returns & Refund Policy

By placing an order with Shop Go Natural, you acknowledge that you have read and understood this Shipping Policy.

Table of Contents

1. Introduction
2. Shipping Coverage
3. Order Processing
4. Shipping Methods
5. Delivery Timeframes
6. Shipping Charges
7. Order Tracking
8. Delivery Addresses
9. Failed Deliveries
10. Inspection Upon Delivery
11. Risk and Ownership
12. Delays Beyond Our Control
13. International Shipping
14. Damaged, Lost or Missing Orders
15. Changes to This Shipping Policy
16. Contact Us

1. Introduction

This Shipping Policy describes how Shop Go Natural processes and delivers orders placed through our website.

We work with trusted courier partners to ensure that your order reaches you as safely and efficiently as possible.

While we strive to meet estimated delivery times, all delivery dates are estimates only unless expressly agreed otherwise.

Delivery services are subject to courier availability, weather conditions, public holidays, road conditions, customs procedures (for international orders), and other circumstances beyond our reasonable control.

2. Shipping Coverage

Shop Go Natural currently delivers:

• Throughout Kenya.
• To selected international destinations where available.

The countries or regions eligible for international delivery may change from time to time.

If delivery is not available to your location, we will notify you before completing or processing your order where reasonably possible.

3. Order Processing

Orders are processed after:

• Payment has been successfully received or authorised.
• Fraud prevention checks (where required) have been completed.
• Stock availability has been confirmed.
• Your order has been accepted in accordance with our Terms & Conditions.

Orders are generally processed during our normal business hours.

Orders placed outside business hours, on weekends, or on public holidays may be processed on the next business day.

Processing times may increase during periods of high demand, promotional campaigns, or circumstances beyond our reasonable control.

4. Shipping Methods

Shop Go Natural offers various shipping methods to provide customers with flexible delivery options.

The shipping methods available for your order will depend on factors such as:

• Delivery location.
• Product availability.
• Package size and weight.
• Courier service availability.
• Special delivery requirements.

Available shipping options will be displayed during the checkout process where applicable.

We reserve the right to select an alternative courier of equivalent service quality where necessary to complete your delivery efficiently.

Courier and Delivery Partners

To ensure reliable and efficient delivery, Shop Go Natural works with carefully selected delivery partners across Kenya.

Our current delivery partners include:

• Wells Fargo Courier
• G4S Courier
• Pick-Up Mtaani
• Shop Go Natural In-House Delivery Team

The delivery option available for your order may depend on factors such as:

• Your delivery location.
• Package size and weight.
• Delivery speed selected.
• Courier coverage.
• Operational availability.

During checkout, customers may be presented with one or more available delivery options depending on their location.

Shop Go Natural reserves the right to select or substitute a delivery partner of comparable service quality where reasonably necessary to complete your order efficiently or to address operational requirements.

While we carefully select our delivery partners, they are independent service providers. Consequently, delivery schedules may occasionally be affected by factors beyond our reasonable control. Shop Go Natural will work with the relevant delivery partner to resolve any delivery issues promptly and keep customers informed where appropriate.

Collection Options

Where available, customers may choose to collect their orders from a designated collection point or our premises instead of requesting delivery.

Customers selecting collection will be notified when their order is ready.

Proof of identity or order confirmation may be required before collection.

5. Delivery Timeframes

We aim to dispatch and deliver orders as promptly as reasonably possible.

Delivery estimates begin after:

• Payment has been successfully verified.
• Your order has been accepted.
• Order processing has been completed.

Estimated delivery times vary depending on your location and the shipping method selected.

Typical delivery estimates are:

*These are estimated delivery periods only and are not guaranteed.

Delivery Areas Within Kenya

Our delivery network covers most locations across Kenya through our courier and logistics partners.

Depending on your location, your order may be delivered by:

• Shop Go Natural In-House Delivery Team for selected areas where this service is available.
• Pick-Up Mtaani for collection from designated pickup stations.
• Wells Fargo Courier for nationwide deliveries.
• G4S Courier for nationwide deliveries.
• Easy Coach Bus Courier
• Tahmeed, Coast Bus, Dreamline,Bus Car etc
• Any Nissan Parcel Services.
• SuperMetro Parcel, Mololine Parcel,Lopha Parcel, etc Where applicable.

The delivery methods available for your order will be displayed during checkout where applicable.

Factors Affecting Delivery

Delivery times may be affected by circumstances including:

• Public holidays.
• Severe weather conditions.
• Road closures.
• Customs inspections.
• Flight or transport disruptions.
• High order volumes.
• Security concerns.
• Industrial action or strikes.
• Force Majeure events.
• Incorrect delivery information supplied by the customer.

Where delays occur, we will make reasonable efforts to keep customers informed.

Peak Seasons

During busy shopping periods such as:

• Black Friday
• Christmas
• New Year
• Easter
• Valentine’s Day
• Mother’s Day
• Major promotional campaigns

processing and delivery times may be longer than usual.

We appreciate your patience during these periods.

6. Shipping Charges

Shipping charges are calculated based on factors including:

• Delivery destination.
• Weight or size of the parcel.
• Courier charges.
• Delivery method selected.
• Promotional offers.
• Free shipping campaigns.

The applicable shipping cost will normally be displayed before you complete your purchase.

Free Shipping Promotions

From time to time, Shop Go Natural may offer free shipping promotions.

Such promotions may be subject to conditions including:

• Minimum purchase values.
• Specific delivery locations.
• Selected products.
• Promotional periods.

Free shipping offers cannot normally be combined with other promotions unless expressly stated.

Additional Charges

Additional charges may apply where:

• A customer requests urgent delivery.
• A delivery address is changed after dispatch.
• A parcel is returned due to an incorrect address.
• A second delivery attempt is required because the customer was unavailable.
• Delivery is requested to remote locations that incur additional courier costs.

Any additional charges will be communicated to the customer where reasonably practicable before they are incurred.

7. Order Tracking

Where tracking services are available, customers will receive shipment updates through one or more of the following methods:

• Email.
• SMS.
• WhatsApp (where applicable).
• Courier tracking link.
• Customer account (where available).

Tracking information is provided by the courier service and may not update immediately.

While we make reasonable efforts to provide accurate tracking information, Shop Go Natural cannot guarantee the availability or accuracy of tracking systems operated by third-party couriers.

If you experience difficulty tracking your order, our Customer Support team will be happy to assist you.

Delivery Notifications

Customers may receive notifications regarding:

• Order confirmation.
• Dispatch confirmation.
• Delivery progress.
• Delivery completion.
• Collection readiness (where applicable).

These notifications are intended to keep you informed throughout the delivery process and do not alter the contractual terms of your purchase.

8. Delivery Addresses

Customers are responsible for providing complete, accurate, and up-to-date delivery information when placing an order.

This includes, where applicable:

• Full name of the recipient.
• Mobile telephone number.
• Alternative contact number (optional).
• Physical delivery address.
• Building or apartment name and number.
• Estate, street, road, or landmark.
• Town or city.
• Postal code (where applicable).
• Any special delivery instructions.

Providing accurate delivery information helps prevent delays, failed deliveries, and additional courier charges.

Incorrect or Incomplete Address Information

If incorrect, incomplete, or misleading delivery information is provided, Shop Go Natural shall not be responsible for delays, failed deliveries, or additional costs resulting from that information.

Where an order has already been dispatched, changes to the delivery address may not be possible.

If a courier agrees to reroute a parcel after dispatch, any additional charges may be the responsibility of the customer.

Delivery Address Changes

Requests to change a delivery address must be made as soon as possible.

We will make reasonable efforts to accommodate such requests before dispatch; however, we cannot guarantee that changes can be made once an order has entered the shipping process.

Delivery to Third Parties

If you request delivery to another person (such as a family member, friend, workplace, or gift recipient), you confirm that you have the authority to provide the recipient’s information for delivery purposes.

Delivery to the person at the address provided will generally be considered successful delivery unless otherwise required by law.

9. Failed Deliveries

A delivery may be unsuccessful if:

• No authorised recipient is available.
• The delivery address is incorrect or incomplete.
• The customer cannot be contacted using the provided telephone number.
• Access to the premises is unavailable or restricted.
• Delivery is refused by the recipient.
• The parcel cannot safely be delivered.

If delivery is unsuccessful, the courier may:

• Attempt a second delivery.
• Contact the recipient to arrange another delivery time.
• Hold the parcel at a collection point.
• Return the parcel to Shop Go Natural.

The procedure followed will depend on the courier’s policies.

Returned Parcels

If an order is returned to Shop Go Natural because:

• The customer failed to collect it.
• The delivery address was incorrect.
• Delivery was repeatedly unsuccessful.
• The parcel was refused without valid reason,

we may contact you to arrange re-delivery.

Additional shipping charges may apply before the parcel is dispatched again.

Where the customer no longer wishes to receive the order, any refund will be handled in accordance with our Returns & Refund Policy.

10. Inspection Upon Delivery

We encourage customers to inspect their order as soon as reasonably possible after delivery or collection.

Please verify:

• The parcel appears intact.
• The correct products have been delivered.
• The quantity matches your order.
• The products are free from obvious damage.

If you notice any issue, please notify us as soon as reasonably practicable so that we can investigate and assist.

Where possible, we recommend retaining the original packaging until you have confirmed that your order is complete and satisfactory.

Damaged Packaging

If a parcel appears significantly damaged on arrival, you should, where reasonably possible:

• Note the damage with the courier before accepting the parcel; or
• Decline delivery if the damage suggests that the contents may have been compromised.

Please contact Shop Go Natural promptly and, where possible, provide photographs of the parcel and its contents to help us investigate.

11. Risk and Ownership

Ownership of products passes to you once:

• We have received full payment for the order; and
• The goods have been delivered to the delivery address or collection point specified in your order.

Risk of loss or accidental damage generally passes to you upon delivery to the address or collection point you nominated, unless applicable law provides otherwise.

If you authorise delivery to a third party or permit the courier to leave the parcel in a safe place or with another person, the delivery will ordinarily be treated as completed once the parcel has been delivered in accordance with your instructions.

Nothing in this section limits any rights you may have under the Consumer Protection Act, 2012, or any other applicable law.

Delivery Confirmation

A delivery may be confirmed through one or more of the following:

• Recipient signature.
• Delivery confirmation from the courier.
• Delivery photograph (where used by the courier).
• GPS or electronic proof of delivery.
• Collection confirmation.
• Other reasonable proof of successful delivery.

Such confirmation may be used to verify that delivery has been completed.

Responsibility After Delivery

Once delivery has been completed, customers are responsible for:

• Safeguarding the delivered products.
• Ensuring products are stored appropriately according to any care instructions.
• Reporting any issues within a reasonable time in accordance with our Returns & Refund Policy.

12. Delays Beyond Our Control

While Shop Go Natural strives to process and deliver every order within the estimated delivery timeframes, certain circumstances beyond our reasonable control may result in delays.

These circumstances may include, but are not limited to:

• Severe weather conditions.
• Floods, earthquakes, or other natural disasters.
• Public holidays.
• Road closures or traffic disruptions.
• Industrial action or strikes.
• Civil unrest or public emergencies.
• Government restrictions.
• Customs inspections or border delays.
• Courier operational disruptions.
• Power outages.
• Internet or telecommunications failures.
• System maintenance or technical failures.
• Epidemics, pandemics, or public health emergencies.
• Any other event that could not reasonably have been anticipated or prevented (“Force Majeure”).

Where reasonably practicable, we will notify affected customers and provide updated delivery estimates.

Such delays do not automatically entitle customers to compensation, refunds of shipping charges, or cancellation of an order unless required by applicable law or expressly agreed by Shop Go Natural.

Force Majeure

Shop Go Natural shall not be considered in breach of this Shipping Policy where the delay or failure to perform results from circumstances beyond our reasonable control.

We will make reasonable efforts to resume normal operations as soon as reasonably possible once the relevant circumstances have ended.

13. International Shipping

Where international shipping is available, additional terms may apply depending on the destination country.

Customers placing international orders acknowledge that:

• Import laws differ between countries.
• Customs procedures may delay delivery.
• Additional documentation may be required.
• Import duties, customs fees, taxes, or other governmental charges may apply.

Unless expressly stated otherwise, these charges are the responsibility of the customer.

Shop Go Natural has no control over customs authorities or the time required for customs clearance.

Customs Duties and Taxes

International customers are responsible for complying with the import laws of their destination country.

Any applicable:

• Customs duties.
• Import taxes.
• Value Added Tax (VAT).
• Brokerage fees.
• Inspection fees.
• Government charges.

are generally payable by the customer unless otherwise stated at checkout.

Failure to pay these charges may result in:

• Delivery delays.
• Return of the shipment.
• Destruction of the shipment where permitted by local law.

Any additional costs arising from refusal to accept an international shipment may be deducted from any refund, where permitted by applicable law.

Delivery Timeframes for International Orders

International delivery estimates are approximate only.

Actual delivery times may vary depending on:

• Destination country.
• Customs clearance.
• Local courier services.
• Import regulations.
• Public holidays.
• Transportation availability.

Shop Go Natural cannot guarantee delivery dates for international shipments.

14. Damaged, Lost or Missing Orders

We take reasonable care to ensure that orders are securely packaged before dispatch.

If your order arrives damaged, appears incomplete, or does not arrive within a reasonable period after dispatch, please contact our Customer Support team as soon as possible.

To assist us in investigating your claim, we may request:

• Your order number.
• Photographs of the parcel and any damaged items.
• A description of the issue.
• Proof of delivery (where available).
• Any correspondence received from the courier.

Prompt reporting helps us work efficiently with our courier partners.

Damaged Orders

Where products are confirmed to have been damaged during transit, Shop Go Natural will assess the circumstances and, where appropriate and in accordance with our Returns & Refund Policy, may:

• Replace the affected product.
• Issue a refund.
• Offer store credit.
• Provide another suitable remedy required by applicable law.

We may request that damaged products be returned where reasonably necessary to investigate the claim.

Lost Shipments

An order may be considered lost after a reasonable investigation has been completed with the relevant courier.

If a shipment is confirmed to be lost before delivery and the loss was not caused by inaccurate delivery information provided by the customer or other circumstances beyond our reasonable control, Shop Go Natural will work with the customer to provide an appropriate remedy, which may include:

• A replacement order (subject to stock availability).
• A refund.
• Store credit.
• Another suitable resolution.

Missing Items

If your parcel is delivered but one or more products are missing, please notify us promptly.

We will investigate by reviewing:

• Packing records.
• Dispatch records.
• Courier documentation.
• Order history.
• Any other relevant information.

If we confirm that an item was omitted from your order, we will arrange an appropriate remedy, such as dispatching the missing item, issuing a refund, or providing another suitable resolution.

15. Customer Responsibilities

To help ensure a smooth delivery experience, customers are responsible for:

• Providing accurate delivery information.
• Monitoring delivery updates where tracking is available.
• Being available to receive the parcel or arranging for an authorised recipient.
• Inspecting the order promptly after delivery.
• Contacting us if there are any delivery issues.
• Ensuring that any delivery instructions provided are safe and lawful.

Failure to fulfil these responsibilities may result in delays, additional delivery charges, or unsuccessful delivery attempts.

Safe Delivery Locations

If you request that a parcel be left in a designated safe place or with a neighbour, concierge, security desk, or another authorised person, you acknowledge that delivery in accordance with those instructions may be treated as successful delivery.

Shop Go Natural is not responsible for loss, theft, or damage occurring after delivery has been completed in accordance with your instructions, except where liability cannot be excluded under applicable law.

Communication During Delivery

Customers should ensure that the telephone number and email address provided during checkout remain available for delivery-related communications.

Our courier partners may contact you to:

• Confirm delivery details.
• Arrange delivery times.
• Resolve access issues.
• Provide delivery updates.

Failure to respond to reasonable delivery communications may affect successful delivery.

16. Changes to This Shipping Policy

Shop Go Natural may update or revise this Shipping Policy from time to time to reflect changes in:

• Applicable laws and regulations.
• Our business operations.
• Shipping methods.
• Courier partners.
• Delivery locations.
• Order fulfilment procedures.
• Technology platforms.
• Industry best practices.

When we make material changes, we will update the “Last Updated” date displayed at the beginning of this Shipping Policy.

Where appropriate, we may also notify customers through:

• A notice on our Website.
• Email notifications.
• SMS notifications.
• WhatsApp messages (where you have opted to receive such communications).
• Customer account notifications.

We encourage you to review this Shipping Policy periodically to stay informed about our current shipping practices.

17. Privacy

To process and deliver your order, Shop Go Natural must collect and process certain personal information, including:

• Your name.
• Delivery address.
• Billing address.
• Telephone number.
• Email address.
• Order details.
• Delivery instructions (where provided).

This information is used solely for purposes including:

• Processing your order.
• Coordinating delivery.
• Communicating shipping updates.
• Preventing fraud.
• Providing customer support.
• Complying with legal obligations.

We may share only the information necessary to complete delivery with trusted third parties such as:

• Courier companies.
• Delivery partners.
• Payment providers.
• Technology service providers supporting order fulfilment.

All personal information is processed in accordance with our Privacy Policy, the Kenya Data Protection Act, 2019, and other applicable data protection laws.

We do not sell your personal information to third parties.

18. Limitation of Liability

To the fullest extent permitted by applicable law, Shop Go Natural shall not be liable for delays, losses, or failures to deliver arising from circumstances beyond our reasonable control, including those described in this Shipping Policy.

Except where required by law, we are not responsible for:

• Delays caused by third-party courier services.
• Incorrect delivery information supplied by the customer.
• Missed deliveries due to customer unavailability.
• Customs delays affecting international shipments.
• Force Majeure events.
• Loss or damage occurring after successful delivery in accordance with the customer’s delivery instructions.

Nothing in this Shipping Policy excludes, restricts, or limits any rights that cannot legally be excluded under applicable consumer protection or other applicable laws.

Where liability cannot be excluded, our liability will be limited to the remedies available under applicable law.

19. Governing Law

This Shipping Policy shall be governed by and interpreted in accordance with the laws of the Republic of Kenya.

This includes, where applicable:

• The Consumer Protection Act, 2012.
• The Data Protection Act, 2019.
• The Data Protection (General) Regulations, 2021.
• The Computer Misuse and Cybercrimes Act, 2018.
• The Kenya Information and Communications Act (where applicable).
• Any other applicable legislation governing electronic commerce and consumer transactions.

Where customers are protected by mandatory consumer protection laws in another jurisdiction, those rights will continue to apply to the extent required by law.

20. Dispute Resolution

Shop Go Natural is committed to resolving customer concerns fairly, promptly, and professionally.

If you have any questions or concerns regarding the shipment or delivery of your order, we encourage you to contact our Customer Support team first so that we can work towards an amicable resolution.

If a dispute cannot be resolved through direct communication, either party may pursue any rights or remedies available under applicable law, including referring the matter to a competent court or another legally recognised dispute resolution mechanism in Kenya.

Nothing in this Shipping Policy limits your statutory rights as a consumer.

21. Severability

If any provision of this Shipping Policy is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be modified or interpreted only to the extent necessary to make it enforceable.

The remaining provisions shall remain valid and enforceable to the fullest extent permitted by law.

22. No Waiver

Any failure or delay by Shop Go Natural to enforce any provision of this Shipping Policy shall not constitute a waiver of that provision or any other right.

Any waiver shall only be effective if made expressly in writing by an authorised representative of Shop Go Natural.

23. Entire Shipping Policy

This Shipping Policy forms part of the contractual relationship between Shop Go Natural and its customers.

It should be read together with our:

• Terms & Conditions.
• Privacy Policy.
• Cookie Policy.
• Returns & Refund Policy.
• Customer Rewards Programme Terms & Conditions.

If there is any inconsistency between this Shipping Policy and any mandatory legal requirement, the applicable law will prevail to the extent of the inconsistency.

24. Contact Us

If you have any questions regarding this Shipping Policy or the delivery of your order, please contact us:

Shop Go Natural

Website: https://www.shop-gonatural.co.ke

Email: sales@shop-gonatural.co.ke

Telephone: +254 742737299

WhatsApp: +254 742737299

Business Hours: Monday – Friday 9am-5:30pm

You may also reach us through our official social media channels:

• Facebook: Shop Go Natural
• Instagram: @shopgonatural

Our Customer Support team will make reasonable efforts to respond to shipping-related enquiries as promptly as possible during our normal business hours.

25. Acceptance of This Shipping Policy

By placing an order through the Shop Go Natural website, you acknowledge that you have read, understood, and agree to this Shipping Policy.

This Shipping Policy forms part of our overall agreement with you and should be read together with our Terms & Conditions and other applicable policies.

Your continued use of our Website and placement of orders after any updates to this Shipping Policy constitutes your acceptance of the revised version, subject to any rights you may have under applicable law.