Returns, Exchanges & Refunds
Returns, Exchanges & Refund policy
As a team, our goal every day is to deliver on the promise and exceed expectations but we also understand that human processes are prone to errors and we are dedicated to correcting any issues as fast as possible to ensure customer satisfaction.
On our website, we have provided as much information on our product’s sizes, material, design, weight and recommended use. It is the responsibility of the customer to do due diligence on products and their features before purchase.
If your purchase isn’t quite right you have 5 days from the date you received your order to exchange or return. We can collect your return for free from the delivered address.
Items must be returned to us unused, with its packaging in place and with all labels still attached.
Shipping is complimentary on all exchanges, although customers outside Kenya are responsible for taxes and duties.
We treat purchase information as confidential therefore we only maintain communication with the purchaser. In case of an unsatisfactory service or product we kindly ask that only the purchaser reach us on phone or email.
The nature of leather
We use high-quality Oil pull up Kenyan leather which is not fully processed with the plastic coating, this allows the hide to be supple, gives it the unique luxurious feel and allows it to age extremely well. We respect that leather is a natural material and thus has natural characteristics such as stretch marks, grazing scratches & marks, skin rash, wrinkles and un-evenness in dye. We see the beauty in the marks and they are to be to be expected on any of our products.
Colour/ dye
Every skin reacts to dye differently and even though they go through the same tanning process at the same time, a slight variation of colour is to be expected from one hide to another. No one skin is similar to another and therefore every bag is unique.
As the aging process starts, you may also notice a slight change in the colour, this is nothing to worry about because the bag uniquely starts to form its own personality because of the new environment and use.
We have also made every effort to display as accurately as possible the colours of our products on www.yallo.co.ke or and our social platforms. However, as computer and mobile phone monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.
TANNING PROCESS
The leather tanning process heavily relies on weather; processes like sun drying are affected during rainy or cold seasons therefore, such unpredictability may cause delays on our part. If we foresee any delays, our customer care representative will communicate to you early enough for proper planning. We kindly ask for your patience.
Personalization
The process of embossing includes making a metal mould of the intended monogram which is then hot pressed against the hide to imprint the name. The different leather finishes, thickness and length of the words, may cause the imprint to vary in depth.
Due to the permanency of this process, we do not refund or exchange customised orders unless the fault is clearly on our end.
Returns that do not meet our policy will be sent back to the customer.
Size exchange
You might have ordered the wrong size of a bag and would like it exchanged to either a smaller or bigger size.
- If
the product you are exchanging with is cheaper than the original order, you
will be required to take additional items to cover the cost difference. - If
the new product is more expensive than the original order, you will be required
to top up the difference.
Style exchange.
If you wish to exchange your item for an alternative style, we suggest that you return it for a shopping credit and purchase the new item separately.
Valid reasons for return, exchange & refunds
- If
your order is not delivered on time.
a) This is not valid if a delay was communicated in good time, and delivery re-scheduled.
b) If a delay is communicated and we cannot agree on a delivery reschedule, we will wait for the original delivery date to initiate the process of a refund. Refunds can only be initiated after the delivery dates have elapsed.
- If
you get a different product from what you ordered (size, colour or style)
Slight colour variation is not considered as colour difference. Read the section on colour variation .
- Craftsmanship
defects – these include; bad stitching, wrinkled stitched borders, missing
parts & accessories such as buttons, rivets & hooks. - Erroneous
branding – wrong name branded and misspelling
Items on Sale
Sales are made for items that are sold as seen, thus we don’t accept returns, exchanges and refunds on sale products. Read more on this in FAQ.
How to Exchange or Return
Simply follow the steps below:
- Ensure
you have clearly read and understood our return and exchange policy. - Draft
an email titled “exchange/return” then indicate the reason for return. - Choose
your replacement if you are requesting for an exchange. - send
the email to returns@yallo.co.ke with the subject
“EXCHANGE/RETURN” - You
will then receive a follow up email from our returns, exchange and refund
department with a way forward. - Book
your free collection on email or over the phone with a customer service
executive.
We recommend that items are returned from the same location to which they were delivered. This ensures that your return is covered by our free returns policy and reaches us promptly. Orders sent back from a different destination may incur additional charges, be delayed, or both.
For more information, please contact Customer Care. +254 741 778 000.
Receiving a Refund
You will receive an email from our RER department notifying you we have initiated the refund process. Moneys will either be credited to the original payment method or your Yallo account.
Shipping costs are non-refundable.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
We do not refund or exchange customised orders.
Shipping
FREE Standard delivery on all orders above Kenya shillings 35,000/=
Standard Delivery: 9 to 12 business days, price: KES 900/= Within Nairobi and Environs and KES1,600 to a different county
This is not applicable for wholesale or corporate orders.
Please email services@yallo.co.ke if any of your purchases have been delivered without a YALLO receipt, tag or packaging.
All returns should be requested and sent back within 5 days of receipt.
Repeated returns
We offer a flexible return policy to make your online shopping experience easier. We do monitor the number of returns made by customers, and continued returns will be flagged and may, at our discretion, lead to the closure of your YALLO account and future orders being refused.
We can only accept a return of the same product once. Refunds and exchanges are not applicable to a second-time return.
Gift returns
Gift returns will only be acceptable if they meet our return criteria. To arrange a gift return, please email services@yallo.co.ke and we will assist you further.
Faulty goods
Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described on the website. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.
If your item is faulty when you receive it, you can return it for an exchange or refund within 5 days from the date you received it.
If you have owned your item for longer than this, and certainly over 1 month, then please contact Customer Care.
Late returns
Your item(s) should be sent back to us within 5 days. Returns outside these time frames may be accepted at the discretion of YALLO and may only be refunded as a store credit.