DELIVERY AREAS
We deliver nationwide across Kenya. Delivery fees are organised by zone, so the fee you see at checkout is based on your specific delivery address or county — not a single flat nationwide rate.
HOW FEES ARE CALCULATED
When you enter or select a delivery address at checkout, the app matches it against our active delivery zones and shows the applicable fee before you pay — there are no hidden delivery charges added afterwards.
- Zones closer to our Nairobi stores (Eastleigh and CBD) generally carry lower fees.
- Some zones offer free or reduced delivery above a minimum order amount.
- Addresses outside our defined zones fall under our standard "Rest of Kenya" rate.
Delivery zones and fees are reviewed periodically and may change; the fee shown at checkout for your order is always the fee you pay.
DELIVERY TIMELINES
Estimated delivery time depends on your zone and is shown at checkout alongside the fee. As a general guide, deliveries within Nairobi are typically faster than deliveries to other counties. Public holidays and extreme weather can extend estimated delivery windows.
TRACKING YOUR ORDER
Once your order is dispatched, you can follow its status in the app under Profile → My Orders → Order Tracking. You'll also receive push notifications and email updates as your order moves from confirmed to out for delivery to delivered.
FAILED OR MISSED DELIVERIES
Please ensure your delivery address and phone number are accurate and reachable — our delivery partner will attempt to contact you before delivery. If a delivery cannot be completed after reasonable attempts, contact our Support Centre or orders@hilaaccosmetics.ke to arrange redelivery.
IN-STORE PICKUP
You are welcome to collect orders in person from either of our Nairobi stores instead of choosing delivery — mention this when placing your order through the Support Centre.
- Hong Kong Shopping Mall — Shop C43, Eastleigh, Nairobi
- The One Mall — 4th Floor, Shop J3, CBD, Nairobi