Shipping & Delivery Policy

At Razan Global, customer satisfaction is at the heart of everything we do. We are dedicated to ensuring that every bag you order reaches you in perfect condition, promptly, and through a delivery method that suits your needs and location. Please read our shipping and delivery policy carefully to understand how we handle your orders from the moment of purchase to the moment of arrival.

1. Delivery Areas & Timeframes

Razan Global proudly offers countrywide delivery across Kenya. We are committed to serving customers in both urban centres and remote areas, ensuring that high-quality bags are accessible to everyone, regardless of location.

Standard Delivery Timeframe:

Within Kenya: We strive to deliver all orders within 24 hours of confirmed payment.
Remote or Hard-to-Reach Areas: Delivery to certain remote areas may take slightly longer depending on road conditions, public transport schedules, or courier availability. We will communicate any expected delays proactively.

Please note that delivery timeframes are estimates and may be subject to change due to unforeseen circumstances such as public holidays, severe weather, or courier disruptions. In such cases, our Customer Support team will keep you informed.

2. Delivery Methods

To provide flexibility and convenience, Razan Global offers a variety of delivery options. The most suitable method will be recommended based on your location and the urgency of your order. The available delivery methods are as follows:

a) Rider Delivery

Best suited for local or same-day deliveries within Nairobi and other major cities. This option offers fast turnaround times and direct doorstep delivery, making it ideal for urgent orders.

b) In-Person Pickup

Customers who prefer to collect their orders personally are welcome to arrange an in-person pickup directly from us. This is a convenient and cost-effective option for those located nearby. Please contact us in advance to schedule your pickup time.

c) Bus Parcels (Matatu / Courier Saccos)

For swift and reliable delivery to major towns and counties across Kenya, we utilise the well-established bus parcel network, including Matatu and Courier Sacco services. This is a cost-efficient option that ensures wide geographic coverage within a short timeframe.

d) G4S Courier Services

We partner with G4S, a trusted and professional courier service, for secure and trackable deliveries. Orders can be delivered directly to your doorstep or collected from your nearest G4S branch. This option is particularly recommended for high-value orders or customers who require a tracking reference number.

e) Posta Kenya

Posta Kenya provides a dependable postal delivery service across the country, including to areas that may not be easily accessible by private courier. This option is suitable for customers located in smaller towns or who prefer the traditional postal system.

3. Order Tracking

We understand the importance of keeping you informed about the status of your order. Razan Global is committed to providing timely and accurate updates throughout the delivery process.

To track your order, please contact our Customer Support team directly. Our representatives will provide you with the current status of your shipment and any relevant tracking numbers, particularly for orders dispatched via G4S or Bus Parcel services.
Upon dispatch, we will notify you via your preferred contact channel (SMS or phone call) to confirm that your order is on its way.
If you experience any delays or have concerns about your delivery, do not hesitate to reach out to us immediately. We will investigate the matter promptly and provide you with a resolution.

4. Shipping Charges

Delivery fees are determined by several factors, including your chosen delivery method, the destination, and the size or weight of the order. We aim to keep our shipping costs fair and transparent.

The applicable delivery fee will be clearly communicated to you at the time of purchase, before the order is confirmed.
Shipping charges may vary depending on the delivery method selected and the distance to your location.
Any applicable promotions or free delivery offers will be communicated through our official channels, including our social media platforms and website.

5. Order Processing

All orders are processed upon confirmation of full payment. To avoid any delays, please ensure that payment is completed promptly and that the correct delivery address and contact information are provided at the time of purchase.

Orders placed during business hours are typically processed and dispatched on the same day.
Orders placed after business hours or on public holidays will be processed on the next available business day.
Razan Global reserves the right to cancel or delay any order in the event of stock unavailability, payment discrepancies, or inaccurate delivery information. In such cases, the customer will be notified and offered an appropriate resolution.

Need Assistance?

Our Customer Support team is available to assist you with any queries related to your order, delivery status, or any other concerns. Please do not hesitate to reach out to us through any of the following channels:

Phone / WhatsApp: Available during business hours for quick responses.
Social Media: Reach us via our official social media pages for updates and inquiries.
We are committed to resolving any issue you may have in a timely and professional manner.