DELIVERY POLICY

Last Updated: December 12, 2025

Welcome to Oriel Households. This Delivery Policy outlines our shipping and delivery procedures, timelines, costs, and terms for all orders placed through our website https://oriiel.com.

1. DELIVERY COVERAGE

1.1 Service Areas
We currently provide delivery services to:
– All areas within Nairobi County
– All major towns and cities across Kenya
– Rural areas (subject to courier accessibility)

1.2 Delivery Limitations
– We currently do not offer international shipping
– Some remote areas may have limited delivery options
– Delivery to certain locations may require additional time
– Island locations may have special delivery arrangements

2. DELIVERY TIMEFRAMES

2.1 Nairobi Metropolitan Area
– Standard Delivery: 1-3 business days
– Express Delivery: Same day or next business day (for orders placed before 12:00 PM)
– Large Furniture Items: 2-5 business days

2.2 Major Towns (Mombasa, Kisumu, Nakuru, Eldoret, etc.)
– Standard Delivery: 3-5 business days
– Express Delivery: 2-3 business days
– Large Furniture Items: 5-7 business days

2.3 Other Urban Areas
– Standard Delivery: 5-7 business days
– Large Items: 7-10 business days

2.4 Rural and Remote Areas
– Standard Delivery: 7-14 business days
– Large Items: 10-14 business days
– Delivery times may vary based on accessibility

2.5 Important Notes
– Delivery timeframes are estimates, not guarantees
– Business days exclude weekends and public holidays
– Processing time is additional to delivery time
– Weather conditions may affect delivery times
– Peak seasons (holidays, promotions) may cause delays

3. ORDER PROCESSING TIME

3.1 Standard Items
– In-stock items: Processed within 24 hours
– Orders placed on weekends: Processed on next business day
– Orders placed on public holidays: Processed on next business day

3.2 Special Items
– Custom or personalized items: 3-7 business days processing
– Made-to-order furniture: 7-14 business days processing
– Bulk orders: Processing time discussed at time of order

3.3 Order Cut-off Times
– Same-day delivery (Nairobi): Orders placed before 12:00 PM
– Next-day processing: Orders placed before 3:00 PM
– Orders placed after cut-off: Processed next business day

4. SHIPPING COSTS

4.1 Free Shipping
FREE SHIPPING for orders above KSh 50,000 within Nairobi County
– Applies to standard delivery
– No minimum weight limit
– Automatically applied at checkout

4.2 Standard Shipping Rates

NAIROBI COUNTY:
– Small items (under 5kg): KSh 300 – KSh 500
– Medium items (5kg – 20kg): KSh 500 – KSh 1,000
– Large items (20kg – 50kg): KSh 1,000 – KSh 2,500
– Extra-large items (over 50kg): KSh 2,500 – KSh 5,000

MAJOR TOWNS (Mombasa, Kisumu, Nakuru, Eldoret):
– Small items: KSh 500 – KSh 800
– Medium items: KSh 800 – KSh 1,500
– Large items: KSh 1,500 – KSh 3,500
– Extra-large items: KSh 3,500 – KSh 7,000

OTHER URBAN AREAS:
– Small items: KSh 600 – KSh 1,000
– Medium items: KSh 1,000 – KSh 2,000
– Large items: KSh 2,000 – KSh 4,500
– Extra-large items: KSh 4,500 – KSh 9,000

RURAL AREAS:
– Shipping costs calculated based on location
– Quote provided at checkout or upon request
– May require special courier arrangements

4.3 Furniture and Large Item Delivery
– Office desks and workstations: KSh 2,000 – KSh 8,000
– Office chairs and seating: KSh 1,000 – KSh 3,000
– Boardroom tables: KSh 3,000 – KSh 10,000
– Full furniture sets: KSh 5,000 – KSh 15,000
– Sofas and upholstered items: KSh 3,000 – KSh 12,000

4.4 Express Shipping
– Nairobi same-day delivery: Additional KSh 1,500
– Nairobi next-day delivery: Additional KSh 1,000
– Major towns express: Additional KSh 2,000 – KSh 3,000
– Subject to availability and order placement time

5. DELIVERY METHODS

5.1 Courier Services
We work with trusted courier partners including:
– Local courier companies
– National delivery services
– Specialized furniture delivery teams

5.2 Own Fleet
– We operate our own delivery vehicles for Nairobi area
– Professional delivery team
– Specialized equipment for large items
– Direct contact with delivery personnel

5.3 Third-Party Logistics
– Reputable logistics companies for upcountry deliveries
– Tracked and insured shipments
– Professional handling of goods

6. TRACKING YOUR ORDER

6.1 Order Confirmation
Upon placing your order, you will receive:
– Order confirmation email with order number
– Estimated delivery timeframe
– Payment confirmation

6.2 Shipping Notification
When your order ships, you will receive:
– Shipping confirmation email
– Tracking number (where available)
– Expected delivery date
– Courier contact information

6.3 Tracking Information
– Track your order using the tracking number provided
– Check order status in your account dashboard
– Contact us for updates: Sales@oriiel.com or +254 119 208 830

6.4 Delivery Updates
– SMS notification before delivery (where available)
– Phone call from delivery personnel
– Real-time updates for same-day delivery

7. DELIVERY PROCESS

7.1 Standard Delivery
– Delivery to your specified address
– Delivery during business hours (8:00 AM – 6:00 PM)
– Signature required upon delivery
– ID verification may be required

7.2 Contactless Delivery
– Available upon request
– Items left in designated safe location
– Photo confirmation sent to you
– Signature waiver required

7.3 Delivery Attempt
If you are not available:
– Delivery personnel will attempt to contact you
– Items may be left with neighbor (with your permission)
– Redelivery can be scheduled
– Item may be held at courier depot for pickup

7.4 Inspection Upon Delivery
IMPORTANT: Please inspect all items immediately upon delivery
– Check for visible damage to packaging
– Verify quantity and items received
– Note any damage on delivery receipt
– Take photos of damaged items and packaging
– Report damage within 48 hours

8. DELIVERY ADDRESS

8.1 Address Requirements
Please provide:
– Complete and accurate delivery address
– Nearest landmark or building name
– Floor/apartment number (if applicable)
– Phone number for delivery contact
– Alternative contact number

8.2 Address Changes
– Address changes accepted before shipment
– Contact us immediately at Sales@oriiel.com
– Changes may not be possible after shipment
– Redelivery fees may apply for address corrections

8.3 Incorrect Address
If delivery fails due to incorrect address:
– We will attempt to contact you
– Redelivery fees will apply
– You are responsible for additional costs
– Order may be returned after multiple failed attempts

9. DELIVERY FOR SPECIFIC PRODUCTS

9.1 Office Furniture and Workstations
– Delivered to ground floor or loading bay
– Assembly service available (additional cost)
– Requires clear access for large items
– Elevator availability confirmation needed
– Two-person delivery team for large items

9.2 Office Chairs and Small Furniture
– Standard courier delivery
– Delivered in original packaging
– Assembly instructions included
– Assembly service available upon request

9.3 Electronics and Appliances
– Carefully packaged and handled
– Delivered in manufacturer’s packaging
– Installation guide included
– Professional installation available (additional cost)

9.4 Kitchen and Dining Items
– Fragile items specially packaged
– Breakage insurance available
– Careful handling ensured
– Immediate inspection recommended

9.5 Bedding and Bath Items
– Standard courier delivery
– Sealed and hygienic packaging
– Easy to carry packaging

9.6 Baby Products
– Hygienic packaging maintained
– Gentle handling ensured
– Assembly instructions for gear/furniture
– Safety guidelines included

10. LARGE AND BULKY ITEMS

10.1 Special Delivery Requirements
For large items (sofas, boardroom tables, large cabinets):
– Professional delivery team assigned
– Advance scheduling required
– Delivery appointment confirmed 24 hours before
– Specific time slot provided

10.2 Access Requirements
Please ensure:
– Clear pathway to delivery location
– Sufficient doorway and elevator dimensions
– Parking available for delivery vehicle
– Building access permissions obtained

10.3 Delivery Limitations
We deliver large items to:
– Ground floor (standard)
– Upper floors with elevator access
– Upper floors without elevator (additional cost may apply)

We may not deliver to:
– Locations with insufficient access
– Buildings with narrow staircases (case by case)
– Areas without vehicle access

11. INSTALLATION AND ASSEMBLY SERVICES

11.1 Available Services
– Furniture assembly
– Office workstation setup
– Electronics installation
– Mounting services
– Professional installation teams

11.2 Service Costs
– Basic assembly: KSh 1,000 – KSh 3,000
– Complex furniture assembly: KSh 3,000 – KSh 10,000
– Full office setup: Quote upon request
– Electronics installation: KSh 2,000 – KSh 5,000

11.3 Scheduling
– Book installation at time of purchase
– Installation scheduled within 3 days of delivery
– Same-day installation available (Nairobi, additional cost)

11.4 Terms
– Professional and experienced technicians
– All tools and equipment provided
– Workspace cleaned after installation
– Quality guarantee on assembly work

12. DELIVERY ISSUES

12.1 Damaged Items
If you receive damaged items:
– Do not accept delivery if damage is visible
– Note damage on delivery receipt
– Take photos immediately
– Contact us within 48 hours: Sales@oriiel.com or +254 119 208 830
– Keep all packaging materials
– We will arrange replacement or refund

12.2 Missing Items
If items are missing from your delivery:
– Check all packaging carefully
– Verify against your order confirmation
– Contact us within 48 hours
– We will investigate and ship missing items

12.3 Wrong Items Delivered
If you receive wrong items:
– Do not use or open the items
– Contact us immediately
– We will arrange collection and correct delivery
– No additional cost to you

12.4 Delivery Delays
If your delivery is delayed:
– We will contact you with updated timeline
– You can contact us for status updates
– Compensation may be offered for significant delays
– You may cancel and receive full refund

13. FAILED DELIVERY

13.1 Reasons for Failed Delivery
– Incorrect or incomplete address
– Recipient unavailable
– Access issues
– Refused delivery
– Security restrictions

13.2 Redelivery Process
– We will contact you to reschedule
– First redelivery attempt: Free within 48 hours
– Subsequent attempts: Redelivery fee applies
– Items held at courier depot: Pickup option available

13.3 Redelivery Fees
– Nairobi: KSh 500 – KSh 1,000
– Upcountry: KSh 1,000 – KSh 3,000
– Large items: Higher fees may apply

14. SELF PICKUP OPTION

14.1 Pickup Location
Oriel Households Warehouse
Along Katani Road, Before Pefa Church
Nairobi, Kenya

14.2 Pickup Process
– Place order online and select “Self Pickup”
– Receive ready for pickup notification
– Bring order confirmation and ID
– Inspect items before leaving
– Load items into your vehicle

14.3 Pickup Hours
– Monday to Friday: 8:00 AM – 5:00 PM
– Saturday: 9:00 AM – 2:00 PM
– Sunday and Public Holidays: Closed

14.4 Benefits
– No shipping costs
– Immediate pickup after processing
– Inspect items before taking
– Ideal for local customers

15. CORPORATE AND BULK ORDERS

15.1 Special Arrangements
For corporate or bulk orders:
– Dedicated delivery coordinator
– Flexible delivery scheduling
– After-hours delivery available
– Direct delivery to multiple locations
– Installation and setup services

15.2 Custom Delivery Solutions
– Tailored delivery plans
– Project-based delivery schedules
– Warehousing options
– Specialized handling

15.3 Contact for Bulk Orders
Email: Sales@oriiel.com
Phone: +254 119 208 830
Request a quote for custom delivery solutions

16. DELIVERY DURING SPECIAL CIRCUMSTANCES

16.1 Public Holidays
– No deliveries on public holidays
– Orders placed before holidays: Delivered after holiday
– Processing times extended during holiday periods

16.2 Weather Conditions
– Severe weather may cause delays
– Safety of delivery personnel is priority
– Alternative arrangements made when possible

16.3 Strikes or Unrest
– Deliveries may be suspended for safety
– Orders held until safe delivery possible
– Customers notified of delays

17. DELIVERY INSURANCE

17.1 Standard Coverage
– All shipments insured against loss or damage in transit
– Insurance included in shipping cost
– Claims processed for verified damage

17.2 High-Value Items
– Items over KSh 100,000: Additional insurance recommended
– Additional insurance available at checkout
– Cost: 1-2% of item value

17.3 Claims Process
– Report damage within 48 hours
– Provide photos and documentation
– Claims processed within 5-7 business days
– Replacement or refund provided

18. CONTACTLESS AND SAFE DELIVERY

18.1 Health and Safety Measures
– Delivery personnel follow hygiene protocols
– Contactless delivery available
– Social distancing maintained
– Packaging sanitized before dispatch

18.2 Requesting Contactless Delivery
– Select option at checkout
– Specify safe drop-off location
– Photo confirmation provided
– Payment completed online

19. GIFT DELIVERY

19.1 Sending Gifts
– Add gift message at checkout
– Gift wrapping available (additional cost)
– Deliver directly to recipient
– Sender notification upon delivery

19.2 Gift Delivery Details
– Prices not included on packing slip
– Special delivery instructions accommodated
– Surprise delivery arranged

20. CUSTOMER RESPONSIBILITIES

As a customer, you agree to:
– Provide accurate delivery information
– Be available to receive delivery
– Inspect items upon delivery
– Report issues within specified timeframes
– Maintain delivery access
– Arrange for someone to receive delivery if unavailable
– Provide necessary building permissions

21. OUR COMMITMENTS

We commit to:
– Safe and timely delivery of your items
– Professional handling of all products
– Clear communication throughout delivery process
– Prompt resolution of delivery issues
– Quality customer service

22. CONTACT US

For delivery inquiries, tracking, or issues:

Oriel Households
Email: Sales@oriiel.com
Phone: +254 119 208 830
WhatsApp: +254 119 208 830
Address: Along Mombasa Road, Enterprise Road ,1st, 2nd and 3rd Floor Gatoto Road
Website: https://oriiel.com

Customer Support Hours: 24/7

23. POLICY UPDATES

We reserve the right to modify this Delivery Policy at any time. Changes will be posted on this page with an updated “Last Updated” date. Continued use of our services indicates acceptance of any changes.

QUICK REFERENCE GUIDE

FREE SHIPPING: Orders above KSh 50,000 (Nairobi)

DELIVERY TIMES:
– Nairobi: 1-3 business days
– Major Towns: 3-5 business days
– Other Areas: 5-14 business days

SAME-DAY DELIVERY: Orders before 12:00 PM (Nairobi)

TRACK YOUR ORDER: Use tracking number or contact us

DELIVERY ISSUES: Report within 48 hours

CONTACT:
Email: Sales@oriiel.com
Phone: +254 119 208 830

PICKUP LOCATION:
Along Mombasa Road, Enterprise Road 1st,2nd and 3rd Floor Gatoto Road
Monday-Friday: 8:00 AM – 5:00 PM
Saturday: 9:00 AM – 2:00 PM

Thank you for choosing Oriel Households. We are committed to delivering your products safely and efficiently!