• How often do you restock?

Restock dates can be found on our Instagram and Tik Tok! If you do not see an estimated restock date that means we currently do not have a planned restock for that item. You can sign up for notifications to receive an alert when an item is back in stock. Following us on our socials is a good way for you to have updates!

• What does 'release date' mean?

The release date is the date we will receive the product. Please understand we will proceed with a quality check before starting packing orders. All orders will start shipping after the process is done.

If your order contains one or several pre-order items, it will be shipped out after the latest pre-order date. Even if you have multiple pre-order products, the order will not be half fulfil and will only be processed when all products are ready to ship.

Please make sure to check if the item you want to order is a back order or in-stock before completing a purchase and be aware of the shipping date for pre-orders.

The release date is the date we will receive the product. Please understand we will proceed with a quality check before starting packing orders. All orders will start shipping after the process is done.

• My tracking number doesn't work.

It can take few days for the carriers to update their system and for your tracking number to work. If after 48h your tracking number hasn't still been updated, please contact us.

• Do you ship to P.O box?

Unfortunately we are currently unable to deliver at P.O box.

• I put a wrong address how can i change it?

Please always double-check your shipping address before completing your order at check out, making sure apartment, unit, or suite numbers are included.

If an address was entered in error, please email info@kenyuniverse.com within 24 hours and include the correct shipping address in your email with your order number. Please note that we are unable to hold orders or edit the address once it has shipped. We will not refund your order if the package is missing because of an address error.

• I need to update or cancel an order.

If you need to make any changes to your order, please contact us within 24 hours. After that time, we cannot guarantee any changes can be made as your order is being processed unless it is a pre-order. To ensure that we can best serve you, please include your order number and any edits that need to be made in your email. Please note that once you have received a tracking number, we are unable to edit or cancel your order. 

• I received the wrong item, what to do?

We are so sorry you received an incorrect item! Please contact us at info@kenyuniverse.com so we can help make it right. Please make sure to keep all the tags, QR code, barcode and packing slip attached to your order. 

• My order has been delivered but I didn't receive it.

Shipping couriers scan packages "delivered" after the mail carrier delivers. If you received a "delivered" status but believe it has not been delivered, please follow up with the local post office for further information. Please note we don't have any information regarding the delivery as we are not the delivery company.

We also suggest checking with family, neighbours etc. who may have retrieved the item on your behalf. 

• What happens if my package is lost in transit?

Please note that Kenyuniverse is not liable for any packages that go missing during shipment. We will do our best to help you but we encourage all of our customers to purchase package insurance and with a tracking option to ensure a replacement order in the event that your order does not arrive.

• Custom fees.

Please keep in mind extra fees (VAT, duty fees, handling fees) can be applied if the value worth more than the value set by the destination country and we have no control over this. Note that if you don't pay the taxes, the package will be sent back to us and we will refund your order without the shipping fee. The courier company will contact you directly to pay the fees due. We are not in charge of the custom fees!

• How to take care of my items?

It’s very important to turn your sweaters inside-out and to wash them with cold water. Part of the embroidery or print could melt if you wash your sweaters with hot water so it’s very important to use cold water! Hand dry all your products in order to prevent from hot temperature.