Support
Shipping & Returns
How and where we deliver, what it costs, and how to arrange a return — straightforward and made for Nairobi.
Delivery areas
We deliver across Nairobi and to all major towns in Kenya, including Mombasa, Kisumu, Nakuru, Eldoret, Thika, and beyond. If you are unsure whether we reach your area, send us a message and we will confirm before you order.
Shipping fees
Shipping is free on all orders over KSh 10,000. For orders below that threshold, a flat delivery fee of KSh 299 applies countrywide. Your shipping fee is always shown clearly at checkout before you pay.
Delivery timelines
- Within Nairobi: 1–3 business days.
- Other towns across Kenya: 3–5 business days.
Orders are processed Monday to Saturday. Timelines start once your payment is confirmed.
Returns & exchanges
Unopened items in their original, sealed packaging can be returned or exchanged within 7 days of delivery. For hygiene and safety reasons, opened or used lingerie and certain accessories cannot be returned. If a product arrives damaged or you receive the wrong item, we will make it right — just reach out and we will arrange a replacement or refund.
How to start a return
Email us at orders@luraluxe.ke or message us on WhatsApp with your order number and a short note about the issue. We will guide you through the next steps and confirm the return or exchange.