FAQs

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Frequently asked questions

How long will it take me to receive my order ?

All our products are handcrafted; this means that items are pre-ordered. From leather selection after tanning, to the actual production of the goods. Everything is a human process that needs utmost care and attention, thus it takes a minimum of 7-9 working days to have an item made and dispatched for delivery.  

How long will it take me to receive my order locally if product is in stock?

For items available in stock, we can arrange for delivery within 48 Hours.

Our customer service team will always keep you updated with information in case of stock availability, and any variations in production timelines.

Yallo customer service lines: +254 741 778 000 or +254 777 778 088

Yallo customer service email: services@yallo.co.ke

Do you ship to my country if not Kenya? 

We ship to ALL countries in the world. For real time rates, kindly use our shipping calculator in the cart or on checkout.

Please ensure you enter correct country, city, postal/zip code for all destinations to get real time shipping rates from our partners. We use DHL Express for international deliveries.

How do I get my product?

It takes 7-9 working days for your bag to be dispatched for delivery. Local deliveries are done through Uber Bolt & Sendy  at the rate stipulated on the app. For outside Nairobi we use Wells Fargo and Speedaf. For outside Kenya, kindly ensure you pick the right shipping method in cart and during checkout depending on your location. Please note we have the option of shipping to an address different from your billing address which really helps while gifting someone whether in Kenya or any other country.

What happens if I don’t like my product

Making a return is quick and easy: you have 5 days from delivery to ship your items back to us using the pre-addressed label included in your order or invoice. We don’t refund customised orders. For a better understanding of what is valid for exchange, returns and refunds please go through our policy.

Will I get a refund? How long does it take to get my refund?

We process refunds/ returns WITHIN 10 BUSINESS DAYS of their arrival at our warehouse. During peak times, it could take up to 10 business days. Once your return has been accepted, we will immediately initiate reimbursement and send you a confirmation email. We might also place a call to the number provided in the order form. The time needed to process your refund may vary based on the payment method used.

Why do you go on sale and what’s sold on sale? 

We are a very innovation driven organisation, that means we are constantly creating new designs. Testing out different colours against unique textures, keeps us discovering amazing new aesthetics. While this process helps us stay fresh and creative, a lot of prototypes, samples and those bags that ‘don’t fit the mould’ are left ownerless in the workshop and essentially homeless. A sale allows us to provide these bags with owners to whom they can be useful to and at the same time, we are able reach a loyal large market segment who eagerly wait for our sale days. 

It truly takes a unique eye. A sale item may not fit the mould in many ways, but this does not mean it is faulty, was made badly or that it is not durable. All our products are made with love and usually you will find something so unique – A diamond in the rough.

What if I want a product in a different colour not given as an option.

Due to our style and preferred likeness, we reserve the right to make the different bags in the colours of our choice. Some bags made in some colours may change our brand look and feel. We hope you find something you like from our catalogue.

This does not apply to corporates (with large orders) that may want to observe their brand identity, we however cannot assure you that the products will look the same as envisioned. Our colours are tried and tested, that is why we recommend them. A different colour may not bring out the same bag the same way.

Does the Yallo logo have to appear? 

Yes, our identity is our pride and joy. The logo is a symbol of the creative, intellectual and technical input of each of our team members combined and we are proud to show the world our work. This applies to both retail and corporate clients.

Can the logo move?

No, the Yallo logo is strategically and calculatedly marked in a way to authenticate every true Yallo product.