Quick answers to the most common questions about ordering from WIMU Kitchen — Kenya’s home and family essentials store. Can’t find what you’re looking for? Get in touch or message us on WhatsApp at +254 706 942 420.
Shipping & Delivery
Do you deliver across Kenya?
Yes. WIMU Kitchen delivers nationwide. Most Nairobi suburbs (CBD, Westlands, Kilimani, Lavington, Karen, Runda, Kileleshwa, South B, South C, Lang’ata, Ruaka) receive same-day delivery for orders placed before 2:00 PM. Upcountry destinations including Mombasa, Kisumu, Eldoret, Nakuru, Naivasha, Thika, Machakos, Nyeri, Kerugoya, Nanyuki and Kisii take 2–4 business days via Wells Fargo, G4S, NNUS and Mololine couriers.
How long does Nairobi delivery take?
Same-day for orders placed before 2:00 PM Monday to Saturday. Orders placed after 2:00 PM ship the next business day. Pickup from our Platinum Plaza CBD showroom () is available the same day during business hours.
How long does upcountry delivery take?
Typical upcountry transit times are 2–4 business days to Mombasa, Kisumu, Eldoret, Nakuru, Naivasha, Thika, Machakos, Nyeri, Kerugoya, Nanyuki and Kisii. We use trusted couriers including Wells Fargo, G4S, NNUS and Mololine. Small parcels may also ship via 2NK, Modern Coast and other licensed bus parcel services.
What are your shipping fees?
Shipping fees are calculated at checkout based on your delivery suburb or town. Nairobi suburbs range from KSh 200 to KSh 1,200 depending on distance from CBD. Upcountry shipping is typically KSh 300–500 via courier. Pickup from our Nairobi CBD showroom is always free.
Do you ship to Mombasa, Kisumu and Eldoret?
Yes. We ship to all major Kenyan towns. Mombasa, Malindi, Kilifi, Watamu, Diani and Nyali deliveries go via Wells Fargo bus parcel. Kisumu, Busia, Kakamega and Kisii go via bus parcel. Eldoret typically goes via shuttle or Wells Fargo. Typical transit is 2–4 business days.
Can I track my order?
Yes. You receive an email and SMS with a tracking link once your order is dispatched. For Nairobi rider deliveries we share the rider’s phone number on dispatch day. For courier shipments you can track via the courier’s tracking page using the waybill we send.
Do you offer same-day delivery in Nairobi?
Yes. Place your order before 2:00 PM Monday to Saturday and we deliver same-day to most Nairobi suburbs including CBD, Westlands, Kilimani, Lavington, Karen, Runda, Kileleshwa, South B, South C, Lang’ata and Ruaka. Outer Nairobi suburbs (Athi River, Kitengela, Ngong, Ruiru) typically receive next-day.
Can I pick up my order in person?
Yes. Choose “Store Pickup” at checkout. Collect from our showroom at Platinum Plaza, CBD, Nairobi during business hours (Monday–Saturday, 9:00 AM – 6:00 PM). You will receive an email when your order is ready.
Do you deliver on Sundays and public holidays?
Nairobi rider deliveries operate Monday–Saturday only. Couriers (Wells Fargo, G4S, NNUS, Mololine) operate Monday–Saturday. We do not ship on Sundays or public holidays — orders placed on those days are processed the next business day.
What if I’m not home when the rider arrives?
The rider will call you ahead. If you cannot receive the order, you can arrange a re-delivery for the same day (subject to rider availability) or for the next business day at no extra charge. For couriers, the parcel is held at the local courier office and you collect at your convenience.
Payment & Pricing
Do you accept M-Pesa?
Yes. Lipa na M-Pesa is available at checkout. Select M-Pesa, enter your phone number and complete the STK push payment from your phone. You can also pay via our Buy Goods till number provided at checkout.
Do you accept Airtel Money?
Yes. Airtel Money is supported at checkout alongside M-Pesa. Select Airtel Money and follow the on-screen instructions to complete payment from your phone.
Can I pay cash on delivery?
Yes for Nairobi rider deliveries. We accept cash on delivery within Nairobi for orders under KSh 30,000. For larger orders or upcountry deliveries we require payment in advance via M-Pesa, Airtel Money, card or bank transfer.
Which credit and debit cards do you accept?
We accept Visa, Mastercard and American Express through Shopify Payments and Paystack. All card transactions are encrypted and PCI-DSS compliant. Your card details are never stored on our servers.
Is online payment safe on wimukitchen.com?
Yes. All payments pass through Shopify Payments and Paystack, both certified PCI-DSS Level 1. Our site uses HTTPS encryption end-to-end. We never store your card or M-Pesa credentials on our servers.
Do you offer pay-later or instalments?
Currently we do not offer formal instalment plans. However, we accept partial payment for high-value items (KSh 30,000+) — pay 50% to confirm the order and the balance on delivery. WhatsApp +254 706 942 420 to arrange.
Do you offer wholesale pricing?
Yes. We offer wholesale pricing for hotels, Airbnbs, restaurants, caterers, corporate gifting and bulk family orders (10+ units). Email info@wimukitchen.com or WhatsApp +254 706 942 420 with your wish-list for a tailored quote.
Are your prices inclusive of VAT?
Yes. All prices displayed on wimukitchen.com include 16% VAT. A VAT-compliant tax invoice is issued on every order — useful for business buyers, KRA filing and reimbursable corporate purchases.
Products & Brands
Are your products genuine?
Yes. Every product at WIMU Kitchen is sourced through authorised distributors or directly from manufacturers. Branded products (Momcozy, Tommee Tippee, Milton, Crown, Signature, Redberry) arrive in sealed original packaging with verifiable batch codes. We do not stock counterfeit goods.
Are your Momcozy products authentic?
Yes. We are an authorised Momcozy retailer in Kenya. Every Momcozy product ships in original sealed packaging with serial numbers you can verify on the Momcozy global website (momcozy.com). Browse our Momcozy Kenya collection for the full range.
Are your Tommee Tippee products genuine?
Yes. We stock genuine Tommee Tippee sourced through authorised UK distributors. Every Closer to Nature bottle, Perfect Prep machine, steriliser and breast pump has manufacturer batch codes that match the Tommee Tippee global database (tommeetippee.com).
What warranty do products come with?
Electronic devices (breast pumps, sterilisers, Perfect Prep machines, baby monitors, pressure cookers) come with the manufacturer’s standard 12-month warranty against defects. Non-electronic products are warranted against manufacturing defects for 7 days from delivery. See our Refund Policy for details.
Where do you source your products?
We source from authorised distributors of major brands (Momcozy, Tommee Tippee, Milton, Crown, Redberry, Signature) Every product is quality-checked before listing.
How do I know which size to order?
Every product page lists exact dimensions in centimetres and capacities in litres. For variants (Size, Color, Capacity), pick from the dropdown menus before adding to cart. If unsure, WhatsApp +254 706 942 420 with the product link and we’ll advise.
Can I see products in person before buying?
Yes. Visit our Nairobi CBD showroom at Platinum Plaza. We display popular items and can pull stock from our stockroom on request. Call +254 706 942 420 ahead so we have what you want ready to view.
What if a product is out of stock?
You will see an “Out of Stock” notice on the product page. Click “Notify me when available” to receive an email when it returns. For urgent items, WhatsApp +254 706 942 420 — we may be able to source a similar product or expedite restocking.
Are your kitchen products food-safe and BPA-free?
Yes. All food-contact items (bottles, food storage, baby feeding products, drinkware) are explicitly BPA-free and food-safe certified. Stainless steel cookware and serving items are food-grade. Glass items are lead-free.
How are products packaged for delivery?
Fragile items (glassware, crystal, cookware) are double-wrapped in bubble wrap and shipped in sturdy boxes. Standard items are bagged or boxed depending on size. All orders ship with a packing slip and tax invoice.
Returns & Refunds
What is your return policy?
You may return most unopened, unused items in their original packaging within 24 hours of delivery. Personal-care products, opened feeding accessories and customised orders cannot be returned for hygiene and quality reasons. See our full Refund Policy for terms.
How do I return an item?
Email info@wimukitchen.com with your order number and reason for return. We will reply within 24 hours with a return authorisation. Return the item to our Nairobi CBD showroom or via the courier we specify. Customer pays return shipping unless the item is faulty.
How long do refunds take?
Refunds are issued to your original payment method. M-Pesa and Airtel Money refunds typically arrive within 1–2 business days. Card refunds take 5–10 business days depending on your bank. Bank transfer refunds take 2–3 business days.
Can I exchange items?
Yes for unopened items returned within 24 hours of delivery. The fastest exchange process is to return the original item and place a new order separately. This avoids stock-availability delays. Exchange rules are the same as our return rules.
What if I receive a damaged item?
Inspect your order on delivery. Take photos within 48 hours and email info@wimukitchen.com or WhatsApp +254 706 942 420 with your order number and the photos. We arrange a free replacement or full refund (including return shipping) for damaged items.
What if the wrong item is delivered?
Contact us within 48 hours with your order number and the wrong item delivered. We arrange a free pickup of the wrong item and ship the correct item at no extra cost.
Can I cancel my order after placing it?
Yes if the order has not yet been dispatched. WhatsApp +254 706 942 420 or call us immediately with your order number. Once dispatched, the order falls under our Refund Policy.
Account & Orders
Do I need to create an account to order?
No. You can checkout as a guest. However, creating an account lets you track orders, save favourites in your wishlist, and reorder past purchases easily. Account creation takes under 30 seconds.
How do I create an account?
Click the user icon in the header → Create Account. Enter your name, email, password and phone number. We send a confirmation email — click the link to activate. Your account is ready immediately.
How do I track my order?
Open the order confirmation email and click “View Order”. Or log into your account on wimukitchen.com and visit “Orders” to see real-time status. Tracking links are sent automatically once your order ships.
Can I change my delivery address after placing an order?
Yes if the order has not yet been dispatched. Contact us as soon as possible via WhatsApp +254 706 942 420 or email info@wimukitchen.com with your order number and the new address.
How do I save items for later?
Click the heart icon on any product to add it to your Wishlist. Visit My Wishlist (in the header) to view saved items. You can also share your wishlist with friends — useful for baby showers, weddings and birthdays.
Where can I see my order history?
Log into your account on wimukitchen.com and click “Orders” in your account menu. All past orders, invoices and tracking information are accessible there.
How do I reset my password?
On the login page click “Forgot password”. Enter your email — we send a reset link instantly. Open the link, set a new password, and you are back in.
How do I update my saved address or phone number?
Log in → Account → Addresses. Edit or add a new address. Saved addresses speed up checkout next time. For phone numbers, update under Account Settings.
Bulk Orders & Hospitality
Do you offer bulk discounts?
Yes. We offer tiered wholesale pricing for orders of 10+ units. Discounts range from 8% to 20% depending on volume and category. Email info@wimukitchen.com or WhatsApp +254 706 942 420 for a custom quote.
Do you supply hotels, Airbnbs and restaurants?
Yes. We are a preferred supplier for boutique hotels, Airbnb hosts, restaurants and event caterers across Kenya. We can supply chafing dishes, hotpots, glassware, cutlery, tableware and amenity sets at wholesale prices. Email info@wimukitchen.com for our hospitality catalogue.
Can I order corporate gifts in bulk?
Yes. We handle corporate gifting for end-of-year staff appreciation, client gifts, conference giveaways and team rewards. Popular categories include wine glass sets, coffee mug sets, knife sets, candle sets and bar tool kits. Lead time is typically 5–10 business days depending on volume.
Do you offer trade pricing for hotels and Airbnbs?
Yes. Verified hospitality businesses receive a trade discount. Send us your business registration certificate via email or WhatsApp to activate trade pricing. We also offer net-30 payment terms for established trade clients.
About WIMU Kitchen
Where is WIMU Kitchen located?
Our showroom is at Platinum Plaza, CBD, Nairobi, Kenya. Walk-in customers are welcome Monday–Saturday during business hours. Call ahead on +254 706 942 420 so the right team member is ready to assist.
What are your business hours?
Our showroom and customer-service team operate Monday–Saturday, 9:00 AM – 6:00 PM (East Africa Time). We are closed Sundays and public holidays. WhatsApp +254 706 942 420 messages outside hours are answered the next business day.
How do I contact customer service?
You have three options: WhatsApp +254 706 942 420 (fastest, business hours), email info@wimukitchen.com (we respond within one business day), or visit our Nairobi CBD showroom in person. Most queries are answered within an hour during business hours.