Shipping & delivery

Two kinds of parcel leave Tembea Nami. Magnets are printed, packed and shipped by us. Souvenirs are the seller’s own goods and are packed and shipped by that seller. Your order page tells you which is which, and each parcel carries its own tracking.

1. Delivery areas and rates

Delivery is charged per parcel, at a flat rate for the zone you choose at checkout — Nairobi, upcountry Kenya, or international. The exact rate is shown before you pay, and a cart with several sellers shows one delivery line per parcel so you can see why the total is what it is.

Zone rates are set from our courier rate card. Where a rate is still a placeholder we say so internally and update it as quotes land; the rate you are shown at checkout is always the rate you are charged.

2. Timing

• Magnets: printed and packed within 2 working days of payment, then handed to the courier.
• Souvenirs: dispatched by the seller, normally within 5 working days. We remind them if they have not shipped, and you can see the status on your order.
• Kenya: 1–3 working days after dispatch, depending on the zone.
• International: 7–21 working days after dispatch. Any import duty or customs charge is the recipient’s.

3. Tracking

When a parcel is dispatched, the carrier and tracking number appear on your order page and we email you. Confirm delivery from the order page when it arrives: that is what starts the seller’s payment clock, and it is how a missing parcel gets investigated quickly.

4. Undelivered and lost parcels

If a parcel has not arrived within the window above, contact us with the order number. We treat a parcel that is late, lost or damaged in transit as our problem to solve — a replacement or a refund — and where a seller is at fault we deal with that separately rather than leaving you in the middle.

5. Wrong address

Please check the delivery details before paying. If you notice a mistake, contact us immediately: before dispatch we can usually correct it, and after dispatch the courier’s own rules apply.