What is your international returns policy?
You may return unworn, unwashed and unaltered items purchased from Sahara Kenya within 45 days of the date of purchase for a full refund to the original form of payment. If you return an item within 45-90 days of the date of purchase, you will receive a refund to store credit.
For returns received within 45 days, we’ll automatically refund your purchase amount to the original form of payment. For returns received after 45 days and within 90 days, we’ll issue store credit to your account. If you’d like to receive store credit for a return made within 45 days, please contact the Guides.
We’ll send an email confirmation once we’ve processed your return. Please allow up to 14 days after we receive your return, including time for processing and time for your bank to post your refund. If your refund is for a store credit, it will be available as soon as your return is received and processed.
No refunds or adjustments will be made for any international surcharges, shipping and/or handling charges.
Can I return for a refund or exchange?
- Yes, all returnable/exchangeable items, as per the policies above, purchased through our website can be returned for a full refund/credit or exchange as per the return policies above. It will be issued to your original payment method, minus shipping costs.
How soon will I get my refund or credit?
- As soon as our team gets your return, you’ll receive your refund or credit within 14-21 days.
- Online refunds will be made to the credit card or account used in the original purchase transaction.
- Returns to our distribution center must be postmarked no later than 30 days after the original purchase date.
- Original invoice must accompany returned product in order for refund to be processed.
- If a Gift card is used and the product is returned, the funds will be placed back on the original card.
- Returned product must be in its original state with sewn-in tags attached or be defective to be accepted for a refund or exchange. You will be responsible for all return shipping and handling costs, as well as duties and/or taxes for International orders.
What should I do if my tracking information shows delivered but I do not have the product?
Please contact your local carrier’s office to see if a parcel has been left for you; In certain cases, a parcel will be left with a local carrier’s office if the recipient is not available upon delivery. If you have not been able to locate the parcel after doing this, please email us at firstname.lastname@example.org.
Can I track my Order?
We will send you the tracking code of the shipment when the parcel has been sent.
Shipping time will be confirmed on the order confirmation document.
Shipping costs are dependent on your location and products on your order. Some products need to be shipped in dry ice. These dry ice shipments have a slightly higher shipping fee. Our online store shows the shipping fee and shipping cost automatically on the checkout.
Changing the shipping address?
You can easily change your shipping address on your account. You just need to login and click “my account” and “edit”. You can also change the shipping address during the checkout process if you need. Just click “edit” below “shipping address”.
How do create an account?
Go to this page https://www.saharakenya.com/my-account and click “Register”, then just fill in all the needed information and click “create”. After submitting the form, your account will be confirmed and you will be notified.
How can I retrieve my password?
You can retrieve your password by clicking “forgot password?”. Instruction on password retrieval will be send to your email.
How do I change my personal details or email address?
You can easily change all your information on your account. Go to login page (https://hytestshop.dev.eficode.fi/login) and log in, then click “my account” and “edit”. Here you can change all your contact information.
Is my Information Secured?
Our web store is secured with SSL certificate. This means the information you input is encrypted and it will not be available for third parties.