Policies
Shipping Policy
Shipping Rates & Times
| Region | Standard | Express | Free Shipping |
|---|---|---|---|
| Kenya & East Africa | 2–4 business days | 1–2 business days | Orders over $95 |
| Rest of Africa | 5–10 business days | 3–5 business days | Orders over $120 |
| Europe | 7–14 business days | 3–5 business days | Orders over $150 |
| North America | 10–14 business days | 5–7 business days | Orders over $150 |
| Rest of World | 14–21 business days | Not available | Not available |
Processing Time
All orders are processed within 1–2 business days after payment is confirmed. Orders placed on weekends or public holidays will be processed the next business day. You will receive a shipping confirmation email with a tracking number once your order has been dispatched.
Tracking Your Order
Once your order ships, you will receive an email with a tracking link. Please allow 24 hours for the tracking information to update after you receive the confirmation. If your tracking shows no movement after 5 business days, please contact us.
Customs & Duties
For international orders, customs duties and import taxes may apply depending on your country. These fees are the responsibility of the customer and are not included in the order total or shipping cost. We cannot control or predict these charges.
Lost or Delayed Shipments
If your order has not arrived within the estimated timeframe, please first check your tracking link. If the parcel appears stuck or lost, contact us at hello@kivana.co and we'll investigate with the carrier within 2 business days.
Incorrect Address
Please double-check your shipping address at checkout. We are not responsible for orders shipped to an incorrect address provided by the customer. If you notice an error immediately after placing your order, contact us right away — we will do our best to correct it before dispatch.