Help Centre
We're here to make your experience seamless. Browse our frequently asked questions or reach out directly — we'd love to hear from you.
Frequently Asked Questions
How long does delivery take?
We deliver within Nairobi typically within 1–3 business days after your order is confirmed. Delivery timelines may vary depending on your specific location within the city.
What payment methods do you accept?
We accept Visa, Mastercard, and M-Pesa through our secure Paystack-powered checkout. All transactions are processed in Kenyan Shillings (KES).
Are your handbags authentic?
Absolutely. Our handbag collection features sourced, authentic pieces from renowned global brands. Every item is carefully verified for authenticity before it reaches our shelves.
Can I change my order after placing it?
If your order has not yet been dispatched, we may be able to accommodate changes. Please contact us as soon as possible via email or phone and we'll do our best to help.
Do you ship outside Nairobi?
At this time, we deliver exclusively within Nairobi. We're working to expand our delivery reach — stay tuned by subscribing to our newsletter.
How do I track my order?
Once your order is dispatched, you'll receive a confirmation message with tracking details via email or SMS. You can also reach out to us directly for a status update.
Shipping & Returns
Exchange Policy
We take pride in the quality of our collection. While we do not offer monetary refunds, we gladly accept exchanges within 48 hours (2 days) of purchase. Items may be exchanged for a different size or another piece of equal value, provided they are in their original, pristine condition.
Condition Requirements
All items returned for exchange must be unworn, unwashed, and free from any damage, alterations, or signs of use. They must include all original tags, packaging, and accessories. Items that do not meet these conditions cannot be accepted for exchange.
How to Initiate an Exchange
To request an exchange, please contact us via email at hello@velvetemporium.co.ke or call us directly. Include your order number and the item you wish to exchange, and our team will guide you through the process.
Delivery
We currently deliver across Nairobi. Delivery fees vary by location and are calculated at checkout. Orders are typically delivered within 1–3 business days of confirmation.
Contact Us
Email us
hello@velvetemporium.co.ke
Call us
+254 700 000 000
Visit us
UNIT NO. 1F-03, FIRST FLOOR,
NGONG ASTROL PETROL STATION