At Artmall Gift Shop, we strive to provide exceptional customer service. We understand that sometimes things don’t go as planned, and we’re here to assist you with your return or refund needs.
Returns
We accept returns within 1-3 days of your purchase. To be eligible for a return, your item must be in its original, unused condition with all original packaging. To initiate a return, please contact our customer service team at info@artmall.co.ke or 0101604397 with your order number and reason for return.
If we deliver an incorrect or damaged item (damage that has been caused by us), we will happily replace the item at no additional cost to you. For us to replace such items, customers will need to notify us of their observation at the point of delivery. Once customers have taken delivery of their order and confirmed this, they take ownership of the items and Artmall will be unable to accept any returns.
Important Note: Please inspect your order upon receipt and contact us immediately if any item is damaged or defective.
Refunds
Refunds are only issued if a product is unavailable. In such cases, we will notify you and offer a full refund or an alternative product.
If an item you ordered is unavailable, we will continue to check for the item until it is back in stock. If, after our checks, the item remains out of stock, any credit due to you will be refunded to the original payment method used for the purchase.
Do I Pay For Unavailable Items?
While we make every effort to display an accurate list of items that are in stock at the store, in the normal course of a business day, the shop may occasionally run out of some items. You will not be obliged to pay for any unavailable item.
If you are not satisfied with the replacement suggested to you by the Personal Shopper, we will refund the monetary value of the item to the original payment method used for the purchase.
Items Exempt for Return
Several types of goods are exempt from being returned. Perishable goods such as food, fruits, flowers, or chocolates cannot be returned. Additional non-returnable items:
- Downloadable and Digital Products such as eBooks, templates
- Custom-made and Personalized products such as Portraits, Mugs, Cards
Can I Cancel My Order?
You may be able to cancel your order if it hasn’t been shipped yet. Please contact our customer service team as soon as possible to request a cancellation. A 10% cancellation fee may be applied for non-customizable gifts. However, we cannot guarantee that your order can be canceled once it has been processed.
For personalized items like mugs, portraits and cards, once we have started working on the gifts, we cannot accept any cancellations. This, however, does not affect customers’ rights to a refund in the event that an ordered item is unavailable.
Frequently Asked Questions
We accept returns within 1-3 days of purchase for eligible items. Items must be in their original, unused condition.
Refunds are only issued if a product is unavailable.
No, you will not be charged for items that are unavailable. If an item is out of stock, we will notify you and offer a full refund or an alternative product.
Customers are responsible for return shipping costs.
If your item arrives damaged, please contact our customer service team immediately with your order number and photos of the damage.
Personalized items cannot be returned unless they are damaged or defective upon arrival.
Unfortunately, we don’t currently offer exchanges. You can return the item and place a new order for the desired product.
If you change your mind before your order is shipped, please contact our customer service team immediately. We may be able to cancel the order, but this isn’t guaranteed. A 10% cancellation fee may be applied.
Mutarakwa Road, K south, Nairobi, Kenya. We only replace items if they are defective or damaged (damage that has been caused by us). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
How Can I Contact You
We are always happy to hear from you. If your question has not been covered on our FAQ section, please contact us and we will respond immediately within 1-3 business days. Contact us at info@artmall.co.ke for questions related to refunds and returns.