Refund & Returns Policy

• The piece arrives damaged or with a manufacturing fault.
• The piece is materially different from what was listed (wrong item, wrong size, wrong colour family).
• The order never arrives and a courier trace confirms the parcel is lost.
• You change your mind about a non-personalised piece, and you contact us within 14 days of delivery (UK consumer right; honoured globally).

All refund requests must be initiated by calling the UKEN admin team:

• UK — Andrew Soi: +44 7425 241649
• Kenya — Edwin Agasa: +254 720 848 695
• Have your order number ready when you call.

Please include the following so we can review quickly:

• Your order number and the name the order was placed under
• The specific piece(s) you are asking about
• The reason for the request
• Supporting evidence where relevant — clear photographs of the damage, the packaging, or the difference from the listing; courier tracking screenshots for lost parcels
• Whether you would prefer a refund, an exchange, or store credit

• We acknowledge every refund request within 2 working days.
• We aim to make a decision within 7 working days of receiving all required information (and the returned item, where one is needed).
• Approved refunds are processed through Stripe back to the original payment method and typically appear within 5–10 working days, depending on your bank.

• Personalised, custom-commissioned, or made-to-order pieces, unless they arrive damaged or materially different from what was agreed.
• Pieces returned outside the 14-day change-of-mind window, used, washed, or without their original tags and packaging.
• Cosmetic variations that are inherent to handmade work — small differences in weave, stitch density, bead placement, grain, or natural-dye tone are part of the piece, not faults.
• Damage caused after delivery (drops, spills, improper care).
• Refusal of a parcel at customs after duties have been correctly invoiced to the buyer.

• If the issue is our fault or the maker's (damaged, faulty, or wrong item), we cover return shipping.
• For change-of-mind returns, the buyer pays return shipping and is responsible for the parcel until it reaches our Nairobi office.
• Do not return anything before contacting us — unannounced returns may be lost in transit and cannot be refunded.

• Exchanges are offered where the same maker has a comparable piece in stock; we will quote any difference in price or shipping before proceeding.
• Store credit is offered as an alternative to a cash refund and is valid for 12 months from issue, usable across the full UKEN catalogue.

If your order has not yet shipped, call us and we will cancel and refund in full. Once a parcel has been handed to the courier the standard refund process above applies.

Anything unclear? Call the relevant office: Andrew Soi on +44 7425 241649 (UK) or Edwin Agasa on +254 720 848 695 (Kenya). We would rather hear from you early than have you sit with a piece that isn't right.