• Items must be returned within 24 hours of receipt.
• Items must be unopened and unused.
• Gloves and other fabric items cannot be returned for health and hygiene reasons.
• Lipgloss and Lipsticks can only be returned if the hygiene seal has not been removed.
• Items must have all tags attached.
• We offer FREE RETURNS for NAIROBI customers however you must obtain proof of postage just in case your order is lost on its way back to KERRYSANDY COSMETICS.

• We’re sorry, but we are unable to offer free returns for ourl customers, returns must be made at your own cost.
• Please note a returns charge of Kes300 per parcel will be deducted from your refund amount.

Sorry you have received a faulty item! So we can get this sorted, please contact our Customer Services with a picture of the faulty item and your order number using one of the methods you can find here

We aim to process and refund your return ASAP, but on occasions it may take up to 28 days KE (28 Days International) for your return to be processed and a further 7 days for the refund to reach your account.
Please check your account as the refund will show under KERRYSANDY and may show on the date of your original purchase.
If you haven’t received a refund and it has been more than 28 days KE (28 days international) since you posted your returns then please contact us with a picture of your proof of postage receipt.

As soon as we have processed your refund, you will receive an email notification. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer. And 1 unto 2 days if paid via Mobile Money.

For international returns, you can send your items back by using post office counters. Please do not post the package without obtaining a receipt of postage. Keep your receipt of postage safe as you will need this as your proof of return. We don’t refund delivery costs on international orders.

Unfortunately we do not refund delivery charges on any orders. 

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated in ‘HOW DO I RETURN AN ITEM?’.

Please keep your orders separate, as returning more than one order in a parcel may delay your refund.