Delivery Expectation:

Hey U, we want to make sure you are fully aware of what to expect once you place your order for your Uncover products. We are fully committed to providing you with a seamless shopping experience. The purpose of this page is to ensure transparency and clarity regarding your order placed on our website, and also to let you know what you can do to make sure we are able to get your order across to you as soon as we can. Please find below the delivery expectations.

What we expect from U!

Shipping Policies

  1. Shipping Information
    • Nairobi: Orders are delivered the next working day (excluding weekends and public holidays).
    • Outside Nairobi: Delivery takes 2-3 working days.
    • Orders placed over the weekend are processed from Monday.
    • Delivery times may vary during holidays, product launches, or restocks.
    • Once your order is placed, we’ll provide an estimated delivery date based on your chosen shipping option and product availability.
  2. Shipping Costs:
    • Within Nairobi: KES 250
    • Nairobi Metropolitan & Outside Nairobi: KES 350
    • International Shipping: KES 3,500 (custom charges may apply)
    • Pickup at Sawa Mall (Nairobi CBD): Free
  3. Returns, Cancellations & Replacements
    • Returns: For safety reasons, all sales are final. However, if you face any issues such as defective/open/expired products, we’re here to assist.
    • Replacements: If your product arrives damaged or defective, email us at support@uncoverskincare.co within 48 hours. We’ll replace the item (if available) or issue store credit for its value.
  4. Cancellations:
    • To cancel an order, contact support@uncoverskincare.co. Unfortunately, cancellations aren’t possible once an order has been shipped.
  5. FAQs
    • Shipping FAQs
      • Do you offer express shipping?
        We currently do not offer Express shipping. However, if you need your order sooner than the expected delivery date, you can request to have it sent to a pickup location for your convenience. Please note that in such cases, shipping costs are non-refundable.
      • What happens if I mistakenly order the wrong product?
        We strongly recommend double-checking your order before completing payment. If you’re unsure about what to purchase, we encourage booking a skin consultation with our Esthetician. In the event of an error, we are unable to offer refunds. However, if the product is in perfect condition and unopened, you may have the option to upgrade to a more expensive product by paying the price difference. Please note, downgrades to a less expensive product are not eligible for a replacement.
      • What do I do if I am travelling and urgently need a product sent to me?
        In such cases, we recommend contacting our customer service line on 0743423310. You may also arrange for someone to pick it up on your behalf.
    • Order FAQs
      • Can I change or cancel my order?
        We process orders quickly, but if you need to make a change or cancel, please reach out to us as soon as possible. We’ll do our best to accommodate changes if your order hasn’t been processed yet. Unfortunately, once an order is shipped, it cannot be canceled.
      • What should I do if I accidentally entered the wrong address?
        Contact us immediately via email, and we’ll try to update the address if the order hasn’t been processed yet. If it’s already been shipped, the package may return to us, and you may have to either arrange to pick up the product or pay for a second delivery to the correct address.
      • What happens if an item is out of stock?
        If an item you ordered is out of stock, we’ll notify you and process a refund for the value of the item within 3-5 business days. You should see the refund within 10 business days, depending on your mode of payment.
    • Product FAQs
      • Are your products suitable for sensitive skin?
        Yes! Our products are formulated to be gentle and effective for all skin types, including sensitive skin. If you’re unsure, feel free to reach out, and we can recommend the best products for your skin type.
      • How should I store my Uncover products?
        We recommend storing your products in a cool, dry place away from direct sunlight to maintain their effectiveness.
      • Do your products contain any harmful chemicals?
        No, we prioritize using safe, effective ingredients in all our products. Our formulations are free from parabens, sulfates, and other harsh chemicals.
    • General FAQs
      • How can I contact customer support?
        You can reach us via email during our business hours, Monday to Friday, 9:00am – 5:00pm EAT on our Customer care line (0743423310) or via email on support@uncoverskincare.co (excluding public holidays). However, please note that we may take up to 90 minutes to respond on email.
      • Do you offer gift cards?
        Yes, we do! Our gift cards make the perfect present for skincare lovers. Gift cards are valid for 365 days from the date of purchase.
    • Returns FAQs
      • Can I return my product if I change my mind?
        Unfortunately, due to the nature of our products, all sales are final. However, if there’s an issue with your order, such as receiving the wrong product or a damaged item, we’re here to help!
      • What should I do if my product is damaged or defective?
        Please contact us within 48 hours of receiving your order. We’ll happily send a replacement if available, or issue store credit for the value of the damaged product.
      • Do you offer refunds?
        We do not offer refunds. However, we do offer store credit or a replacement if you receive a damaged or incorrect product.
        • Should you have any questions or concerns regarding your order, our dedicated customer support team is here to assist you. Please feel free to reach out to us via email at trackyourorder@uncoverskincare.co. We strive to respond to your queries promptly and efficiently.
        • In case of any urgent matters or for immediate assistance, you can reach our customer support team by calling +254 793 269 212. Our team is ready to assist you and ensure that any issues are promptly addressed.