At Sally’s, we want every customer to feel confident about their purchase. If something doesn’t meet your expectations, we provide a straightforward return and refund process.

1. Return Window

  • You may return eligible items within 30 Days of receiving your order.
  • Our general policy lasts 30 days after your purchase. If 30 days have gone by since your purchase date and receipt of your order, we may not be able process your product return or refund.
  • Products must be unused, in their original condition, and include all packaging, tags, and accessories.
  • Our support team is available to guide you through the process.
  • We do not charge any restocking fees.

2. Return Costs

  • Defective or Incorrect Items: If you receive a damaged, faulty, or wrong product, return shipping is free.
  • Change of Mind: If you decide you no longer want the item, or ordered the wrong size/color, you are responsible for the return shipping cost.
  • Shipping fees paid at checkout are non‑refundable.

3. How to Return

  1. Contact Us: Email info@sallys.co.ke with your order number and reason for return.
  2. Repack: Place the item securely in its original packaging with all accessories and documents.
  3. Ship: Follow the instructions provided in your return authorization email. Use the recommended carrier or your preferred method.

4. Refunds

  • Once your return arrives, we will inspect the item to confirm it meets our return criteria.
  • Approved refunds are processed within up to 7 business days. Timing may vary depending on your bank or payment provider.

5. Exchanges

Need a different size, color, or product? Contact us at info@sallys.co.ke and we’ll arrange a quick exchange.

6. Non‑Returnable Items

For hygiene and safety reasons, certain products cannot be returned. These items will be clearly marked as non‑returnable on their product pages.

7. Questions & Support

For more details, visit our FAQ Page or reach out to our customer service team.

8. Contact Information

Company Name: Sallys Online

Store Name: Sally's

Shop Address: Rainbow Plaza, Ngara, Nairobi Kenya – off Munae Road

Office Address: Kiboko Estate, Mara Lane, Kiambu, Thika West District, Thika. P.O. Box 50063, 00100 – G.P.O. Nairobi

Email: info@sallys.co.ke

Phone: +254 746 001855

Customer Service Hours: Mon–Fri, 9 AM–5PM, EAT.

Response Time: We aim to respond within 1–2 business days.