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FAQs

Starting Out

Why Shop at Trendy Essentials?

Shopping for new luxury goods at high-end retailers is a luxurious and satisfying experience and we strive to deliver a similar one. We offer a wide range of fashion items at friendly process.

You can make a purchase using our easy pay- and-reserve plan, or on installments, bank transfer, credit card, MPesa, Pesapal, or via PayPal. Our customer service team assists you in your buying journey and keeps track of your orders and payments. We ship countrywide and provide free shipping for orders valuing above KES 12,000. Making a return is as easy as placing your order. A hassle free return policy allows you to return items that you don’t like.

How does it work?

Trendy Essentials is a leading online boutique for buying fashion items.

You will experience a hassle-free smooth journey with us. We guarantee 100% authenticity of the items and take care of the delivery and the returns.
Our idea is simple and powerful. We want to build a platform making it possible for our customers to turn the assets in their closets into cash.

Do you have a physical store?

Yes we do. Our store is located at Taveta court off Taveta road near Nairobi CBD. However, due to space limitations, some of the items on the site are not displayed at the shop, but if you show the sales ladies a photo they’ll get them for you immediately.

Does Trendy Essentials have a seasonal sale?

Yes we do!

Some items on the site are already discounted. Every now and then we will discount all or most our products to celebrate an event or reward our customers. Keep checking our site and social media profiles and you will see the announcement for any upcoming sales.

Are your prices negotiable?

We have already discounted our prices to make them very competitive. All our prices are not negotiable.

How can I contact Trendy Essentials?

Contact our customer care team by:

Live Chat (on our website)

Telephone: +254-724-418-779

Email: hello@trendyessentials.co.ke

Store location: Taveta Court, off Taveta Road, Nairobi CBD

Note:

*Shipping fee is free for orders valuing KES 12,000 and above.

I’m not able to order/pay online

No worries. We understand that not many of us are tech savvy and are able to complete all transactions online.

If you find you have a problem with making your purchase online for any reason, kindly call us at +254-724-418-779 and we will assist you.

Your Account

How do I create an account?

Visit our Sign Up page and fill out your details (Name, email, phone number) and click on the sign up button.

How do I change or reset my password?

If you have lost your password, you can reset it on your My Profile page.

What features do I have access to after I create an account?

Creating an account allows you to access:

– Latest items in the ‘What’s New’ section

– Further discounted items in the ‘Sale’ section

It also allows you to:

– Create a wishlist to save all your favorite items in one place

– Create custom notifications to receive alerts for items that you want


Your Order

How do I place an Order?

Follow instructions in our order placement guide here.

If you have any issues placing your order, feel free to call, text or WhatsApp us on +254-724-418-779 or contact us on Facebook, Instagram or web live chat.

When will I get my item after I place an order?

Delivery is dependent on your location. If ordering in Nairobi you can get your order as early as the same day depending on the order confirmation. For orders outside of Nairobi, the standard delivery timeline is 2-3 days depending on confirmed payment, your delivery preference and time of order confirmation. Customer Service is happy to find the best delivery time for you.

Do you deliver? How do you charge for delivery?

We deliver our products countrywide. Delivery costs are based on location.

Nairobi CBD:

Shipping is charged at KES 100

Nairobi and Environs

Shipping is charged at between KES 250-500, depending on your location. We use courier services to deliver item to your doorstep

Countrywide

Shipping is charged between 200-300 depending on location and Transport Company. For timely delivery we use parcel services provided by public service vehicles.

How can I track my order?

You can track your order on the Track My Order Page.

You will also receive an email as soon as your item ships. For doorstep deliveries, the courier company will call you to schedule the delivery of your item(s).

What are the shipping fees?

The Shipping fees vary according to your location. We offer free shipping for all orders valuing KES 12,000 and above.

Nairobi CBD:

Shipping is charged at KES 100

Nairobi and Environs

Shipping is charged at between KES 250-500, depending on your location. We use courier services to deliver item to your doorstep

Countrywide

Shipping is charged between 200-250 depending on location and Transport Company. For timely delivery we use parcel services provided by public service vehicles.

How can I pay for my purchase(s)?

Trendy Essentials provides all possible payment options for our customer’s convenience. Cash on Delivery (COD), Cash on Location (COL), Bank Transfer (BT), Credit Card (CC), MPesa, Pesapal and PayPal being some of them.

When you place your order on our website, this payment option will be displayed.

Here is a brief explanation of some of the payment methods:

Cash on Delivery (COD)

For delivered goods, Trendy Essentials prefer payments to be submitted via mobile money (MPesa, Pesapal) Credit cards or PayPal. Before issuing any cash payments on deliveries, please confirm with our customer care at +254-724-418-779

*Note: For Cash on Delivery (COD) orders the buyer is obligated to pay the amount due at the time of delivery. Refusal to accept shipment will lead to legal implications including ban on any future orders.

Bank Transfer payments

We accept payments through bank transfer. Please contact our customer service team to learn more. Full amount must be received by us via bank transfer for the order to be confirmed. Charges (payment and refund) are responsibility of the buyers.

Credit Card Payments

We accept payments through credit cards. The cards are charged on site via our secure payment partners Pesapal for the amount of the order value. Credit card companies may have additional charges based on your bank.

MPesa

You can pay for your items directly from your phone’s MPesa to Till No. 231730 then call us to verify

Do you accept cash on delivery?

For delivered goods, Trendy Essentials prefer payments to be submitted via mobile money (MPesa, Pesapal) Credit cards or PayPal. Before issuing any cash payments on deliveries, please confirm with our customer care at +254-724-418-779

Can I buy an item by paying in installments?

Trendy Essentials allows you to reserve your favorite item and purchase it over time. Instead of paying one lump sum, our simple ‘Pay and Reserve’payment plan allows you to pay for your purchase in batches. Simply by paying 25% (or more) of the price of the item up front, you can reserve it and pay the rest in one or more payments over a period of 30 days. Once you pay the first installment (reserve price), the item is removed from our inventory and reserved until full payment is made.

Payment can be made by Credit Card, MPesa, Pesapal, Paypal, Bank Transfer or Cash on Delivery. Just click on ‘Pay and Reserve’ and proceed through the checkout process. You can complete your payment by logging in to https://trendyessentials.co.ke and clicking on My Account and then My Purchases. You will find a button reading “Complete Order” or “Make a Payment” which would show you your balance and allow you to proceed to checkout. The item will be sent to you after the full payment has been completed.

Our ‘Pay and Reserve’ plan is completely cost/interest free, however, if payment is incomplete after 30 days of reservation, an extension fee of 5% of your total order value will be charged per month.

Orders once placed can be cancelled with a 10% charge on item value. The maximum time an order can be reserved under this plan is 3 months after which it would be automatically cancelled.

Are there situations where you don’t deliver items that have been ordered?

In rare cases, we may be unable to successfully deliver items because of a mismatch in live inventory listings with our partners. In such cases, Trendy Essentials may cancel such orders if an item is unavailable, and make a full refund if the order has been paid for. The placement of an order does not guarantee delivery of an item.


Returns & Cancellation

I have changed my mind, can I cancel my installment order?

Yes, you may cancel your order within 48 hours and before order confirmation. Please contact our Customer Service team to initiate a cancellation. If you choose to cancel within 48 hours no charges will be applied and you will get a full refund. Restocking fee of 10% may apply if the order has been confirmed or dispatched already.

You can cancel your order any time prior to its shipment by reaching us on +254-724-418-779, hello@trendyessentials.co.ke or the Live Chat.

In an unforeseen and rare scenario should we have to cancel your order, you will receive a full refund.

Can I cancel my order under the pay and reserve?

Once placed, an order can be canceled with a penalty of 25% charged as a cancellation fees calculated from the value of the item or total value of the order.

I have received my items  but I don’t like them. Does Trendy Essentials have a returns policy?

Trendy Essentials promises you 100% satisfaction on purchasing from our site. We offer a 3 day return policy, that is, if you are not satisfied with the item when you receive it, we will offer you your money back. However, items marked as ‘No returns on this item’ once purchased such items cannot be returned.

If you would like to return your item, please contact our Customer Service team informing them about the return within 3 days of receipt for a full refund, excluding the shipping fees. A 10% restocking fees along with the applicable interest due to the issuer bank will be deducted.

After returning an item how do I get my money refunded?

Refunds will be done only through the original mode of payment (orders paid by cash will be refunded through cheque or bank transfer)

Refund amount includes 100% the value of the item, but does not include the shipping fee or any custom duties paid for importation, nor any additional charges charged by your credit card provider. In case an order is cancelled before delivery, the refund will also the include shipping fee if it is a paypal or credit card order.

Refunds are processed in 7 days after the item is received by us.

Note:

*Refund price includes only the cost of the item, and does not include any shipping fee paid, or custom duties. Items must be received by us in the same condition as when shipped with all tags intact.

Please note that we mark our final sale items as ‘No return on this item’, once purchased such items cannot be returned.

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