Frequently Asked Questions

Do you have a question about Artmall Gift Shop? See the list below for our most frequently asked questions. If your question is not listed here, then please contact us.

What Is Artmall?

Artmall is an online gift shop in Nairobi for unique personalized gifts and home decor that are customized to your choice of design and style.

How Does Artmall Work?

Customers can shop on Artmall for items such as cards, flowers, chocolates, cakes, jewelry, wall decor, craft supplies, notebooks & planners, self-care items, and everything else you’ll find in a typical gift shop. When customers add items to their order basket, they have the choice of selecting their preferred delivery window from multiple options.

Where is Artmall Gift Shop Located?

We are located at Gachororo Road next to Wifi Matt Supermarket, Juja, Kiambu Kenya

Currently, we do not offer in-store shopping since we are purely an online gift shop. Service options: 

  • Kerbside pickup
  • Delivery
  • No in-store shopping
Business Hours

Monday-Friday: 9:00 AM – 5:00 PM

Saturday: 10:00 AM – 4:00 PM

Sunday: Closed.

Will You Deliver To My Area?

We are currently delivering across the country at a fee.

When Will I Receive My Order?

At checkout, you are able to select a preferred time when you will like your order delivered. We deliver Daily apart from Sunday from 2-5 PM and can be at your door in as early as 3 hours after you order. See our Terms for more details on our delivery service. For more details contact 0101604397

What is the delivery fee?

We are currently delivering countrywide and the standard delivery fee is Ksh 200 along Thika Road, Ksh 300 in CBD Nairobi, and Ksh 500 outside Nairobi and across all towns in Kenya.

What About Custom Designs?

For custom designs, please allow an extra 1-3 days to design your gift or decor piece. 50% prepay is required in order to start any custom design.

Do You Offer Discounts?

We offer 10 % discount for 5+ items, 15% discount for 500 items and 20% discount for 1000 items.

How Do I Pay For My Order?

We accept M-PESA mobile money payments and DEBIT/CREDIT cards. We currently do not offer any cash-on-delivery options except for pick-up orders in Juja.

Do Item Images Reflect Exactly What I Will Receive?

While most items show actual images of what will be delivered, some images may differ slightly from what is displayed on the website. This may occur for a variety of reasons including color variations. Some images may also be for illustration purposes only and may not exactly reflect the color, size, and shape of the actual item; this is particularly relevant for fruits in gift baskets.

What If An Item Is Unavailable?

We go to great lengths to ensure we always have all items in your order. If an item is out of stock, you can leave your email address or phone number so that we can notify you once we have the item in stock.

What Do You Consider ‘A Suitable Replacement’?

Replacements will typically be a different color to what you selected (e.g. white card instead of a red card) OR a different brand of a similar quality item OR items with a similar function to what you ordered.

Do I Pay For Delivery If Items Are Unavailable?

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 your M-Pesa.

What About Refunds?

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 your M-Pesa or bank accounts.

In instances where your address is not within our delivery coverage locations or we later receive a payment that did not reflect in our account at the time you made it, we may process a refund to your account after deducting relevant bank charges.

Can I Return Items?

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 the delivery driver of their observation at the point of delivery. Once customers have taken delivery of their order and signed confirming this, they take ownership of the items and Artmall will be unable to accept any returns.

Can I Cancel My Order?

When we receive customer orders, we begin processing them immediately. Our retail store has a no-return policy so, we, in turn, are unable to accept any customized items customers purchase from us.

Thus, once an order has been placed and paid for, Artmall is unable to accept a cancellation of the order. Neither is Artmall able to process a refund (either to the customer’s Artmall wallet or their bank account). This, however, does not affect customers’ rights to a refund in the event that an ordered item is unavailable.

How Can I Contact You?

We are always happy to hear from you. If your question has not been covered on our FAQ page, please contact us at info@artmall.co.ke and we will respond immediately within 1-2 business days.