Subtotal KSh 0.00
Orders from 1,000 Kes or more qualify for free shipping!
Request a Return or Exchange: Please contact us via email at info@shymaltd.com to initiate a return or exchange.
Time Limits for Returns:
Returns MUST be initiated within 7 days after being in receipt of the order.
Exception: Story books and Novels must be initiated within 24 hours of receipt.
After these time frames, the request will NOT be eligible.
Conditions for Accepted Returns:
Customer Error Returns: If the return is due to an error on the customer’s part (e.g., ordered the wrong size/colour):
The item must be unused and returned in original packaging with any enclosed documentation.
We will issue a store credit.
Alternatively, we will exchange the item if preferred and available.
IT Category Items:
Returned IT category items MUST be verified to be in sellable condition before a refund is initiated.
Printers with toners or ink already inserted are NOT eligible for a refund, unless confirmed by the warranty service centre to be faulty.
Laptops, computers, and printers should be supplied with an official seal, unless informed prior to delivery by Shyma Limited staff. For prior testing/checking/set-up, you MUST initiate your request on email at info@shymaltd.com.
Customer Responsibility:
The item is your responsibility until it reaches us. For your protection, we recommend that you send the parcel using a delivery service that insures you of the value of the goods or drop off at your nearest branch.
The cost of returning the item to us is your responsibility.
Issuance of credit notes is ONLY ONCE per order for all returns/exchanges.
You are eligible for a refund within 48 working hours, if you are dissatisfied with your purchase either due to an error on our part or if the product does not arrive.
1. Incorrect Product / Not As Described / Damaged
You are eligible for a full refund of the purchase price, including original shipping costs, only if your return is a result of an error on Shyma Limited’s part.
To receive a refund, you must return your item directly to us within 7 days (24 hours for books) of the estimated delivery date and in the same condition you received it in.
2. Product Did Not Arrive
You are eligible for a full refund of the purchase price, including shipping costs, if your product hasn’t arrived 30 days past the estimated delivery date, without prior notice.
If the shipper/courier provides tracking information indicating the book has arrived, the return is void.
In cases where the product is returned to us for the following reasons (incomplete address, unclaimed, returned to sender, or similar), the refund price includes only the product price, with shipping costs deducted.
3. Other Terms & Conditions
Shipping Damage: There are no refunds on items damaged during shipping. In that case, you must file a claim with the courier.
Credit Card Fee: Orders that are paid for with a credit card and returned will be assessed a KShs 100 as a processing fee.
Fees Deduction: We do not refund shipping costs, MPesa fees, or credit card processing fees. They will be deducted from the total amount of your refund.
Payment Requirement: We currently do not support cash on delivery. Full payment must be made in advance either via mobile money transfer, card payment, or bank payment.
Transaction Fees: In case of a refund, either partial or full, the transaction fees incurred by Shyma Limited will be deducted from the refund amount.
Client Obligation: The client has an obligation to respond to any communication (written or oral) in order to facilitate delivery. Failure to do so, Shyma Limited will deliver the item to the nearest or most convenient Shyma Limited branch.
International Orders: For international orders (outside Kenya), the client must contact Shyma Limited before making an order for a shipping fee estimate. Please email info@shymaltd.com.
EMS Deliveries: EMS is a Posta subsidiary and may, in some cases, not offer door-to-door deliveries. In such cases, the client will be required to collect their order at the nearest Posta office.
Standard Shipping within Kenya:
Shipping Charges: Shipping charges for goods delivered within Nairobi or out of Nairobi (Upcountry) will incur a flat shipping cost of KShs 300 (excludes premium services), except in areas considered as hardship areas (see below).
International Orders: International orders must choose a shipping method at checkout. (For international orders kindly send an email to info@shymaltd.com to confirm shipping details).
Multiple Addresses: Shyma Limited will not provide one shipping cost to orders that are split between multiple shipping addresses.
Shipping Method: We reserve the right to choose the most appropriate shipping method according to the size and weight of your order, the location of your shipping address, and other factors.
Standard Delivery Timelines:
Goods to Nairobi will be shipped within 72 hours after receipt and clearance (when all your items are available to ship) of the order.
Up to 5 days to the rest of Kenya.
Working Hours: Working hours are Ongata Rongai,Macjoe Arcade, behind Cleanshelf Supermarket working hours (weekdays 08:15 hrs – 17:15 hrs, Saturdays 08:15 hrs – 13:15 hrs, closed on Sundays and public holidays).
Disclaimer: Shipping times are estimates and not guaranteed. The timelines may be affected by natural occurrences (e.g., excessive rain), man-made events (e.g., violence), or calendar events (e.g., back-to-school rush). In the event of any of these events, Shyma Limited will advise the client accordingly.
Uncontrollable Factors: Shipping times can be affected by factors over which Shyma Limited has no control, including incorrect delivery addresses, weather, courier and customs delays, and Post Office delivery restrictions.
Address Accuracy: Shyma Limited is not responsible for receiving and processing an order with an incorrect shipping address. Please check your shipping address for accuracy. Please allow for additional time for all out-of-town and international orders. We have no control over certain delays like customs delays.
Customs Duties: Local customs and immigration agencies determine any duties or taxes that may be levied against packages arriving from outside the destination country. These additional fees are the responsibility of the recipient.
Delivery Failure: Shyma Limited cannot be held responsible for any costs incurred by the purchaser or recipient of orders due to shipment failure or late delivery.
Insurance: Shyma Limited automatically insures any orders.
Split Orders: A split order will not be considered a single consignment and may be treated as a multiple order, hence attracting additional courier charges.
Sourcing Delays: Some orders might require sourcing the items from a distributor or from multiple Shyma Limited branches, in which case the order might delay. While this is not the norm, Shyma Limited will always communicate with the customer about the same.
Weight Surcharge: The standard KShs 300 shipping fee applies to orders weighing between 0-5 kg. Each additional kg or part thereof is charged an additional KSh 50.
Free Shipping:
Free shipping is available for orders above KSh. 3,000.
The free shipping only applies to orders with a shipping address within Kenya.
This will be done using Shyma Limited’s preferred courier. Should the client prefer a different courier, the client will meet the delivery costs and it will be at the client’s own risk.
Shyma Limited is unable to provide free shipping on orders that are split between multiple shipping addresses.
Availability: Express delivery is only available within the Nairobi Metropolitan area. Addresses outside of the metropolitan area will be dispatched and delivered within the usual stipulated timelines.
Processing Times for Same-Day: Express delivery orders are processed between 8:30 am and 4 pm on working days (8:30 am – 12 noon on Saturdays) for same-day delivery. Any orders outside of this period will be slotted for next working day delivery.
How to Select: To get the Express delivery option, under delivery address, indicate Nairobi under ‘’County’’ and choose ‘’Express’’ delivery.
Cost: Express delivery is charged at a flat rate of Kshs 500.
Delivery Change Requests: Delivery change requests from Standard Delivery to Express Delivery should be emailed to info@shymaltd.com within 1 hour of making an order. You will be required to top up the delivery fees deficit.
Order Changes: All changes on order or delivery location should be communicated within 1 hour of making an order. Once an order has been dispatched, it can’t be transitioned to express delivery.
Missed Deliveries: Ensure the delivery address is accurate and the contact information given is reliable. Any missed deliveries due to location errors or non-reachable contacts will not be refunded.
Exclusions: Express delivery is currently not available for bulk and large-quantity orders that cannot be carried on a single delivery motorcycle.
Right to Adjust: Shyma Limited reserves the right to adjust the distance, time, payment amount, or any other variable where and when deemed fit.
Surcharge: Areas considered hardship areas by most courier services (including EMS) will attract an extra shipping fee of not less than KSh 1,000.
Examples of Hardship Areas: Baragoi, Bura, Dadaab, Elwak, Garsen, Hola, Habaswein, Ijaara, Lamu, Lodwar, Lokichogio, Mandera, Maralal, Marimanti, Marsabit, Masalani, Mbita, Modogashe, Moyale, Nginyang, Sugutar Marmar, Takaba, Wajir & Wamba.
Timeline: Delivery for items shipped to hardship areas is within 7 days.
Note: The list is updated occasionally. Any other area not listed here and not easily accessible falls under a special zone and will be priced accordingly.
Wells Fargo Kenya Limited (Local Shipping)
Service: Wells Fargo is a courier service with a wide network of destinations in Kenya. Delivery is done door-to-door* for towns outside Nairobi.
Cost: This delivery option will charge Ksh. 406 regardless of the cart amount and delivery location for weights not exceeding 5 kg.
Weight Surcharge: Weights above 5 kg will be charged an extra Ksh. 30 per Kg.
Delivery Schedule: Delivery is done every day of the week except Sundays and Public Holidays.
Pickup Time: Wells Fargo orders are picked up by 3 pm, therefore orders made past this hour might be scheduled for pickup the following day.
Hardship Areas (Wells Fargo): Lokichoggio, Kakuma, and Lodwar where the first 5 Kgs will be charged Ksh. 1,393.68 (Plus VAT).
Door-to-Door Disclaimer: *Door deliveries to destinations outside Wells Fargo delivery zones may attract additional charges based on a need basis. Wells Fargo will call the client in case of this eventuality. The client can either choose to meet this cost and have it delivered or pick up the item from the Wells Fargo office at no extra cost. Wells Fargo delivery zones are zones within a 5 Kilometre radius of any Wells Fargo office.
Address Requirement: *To facilitate door-to-door delivery full residence address must be given (e.g., Town, street, building, and house number/office name).
Wells Fargo Hardship Schedule:
Lodwar and Kakuma – transport is done once a week on the Sunday after purchase. Delivery is then made a few days after arrival.
Maralal – transport is done on Tuesdays and Thursdays. Delivery is done soon after arrival.
Lamu – Items above 5 Kg take more time than normal shipments.
DHL (International Shipping)
Service: DHL Express Worldwide is an internationally renowned logistics company and Shyma Limited is happy to partner with them. DHL is a premium service that you can select for all international (Out of Kenya) deliveries.
Quotes: It is automated on our website and you get instant quotes depending on the delivery address.
Tracking & Transit Time: DHL has a reliable tracking system and a transit time of within 2-3 days to most parts of the world.
Availability: The DHL option will only be available once you enter a destination address that is outside Kenya.