Policies
Shipping Policy
Delivery coverage, estimated timelines, shipping costs, and how Haven handles dispatch across Kenya.
Last updated: January 2026
Delivery Areas
Haven Wallpapers delivers across Kenya — from Nairobi CBD to every county. Whether you are outfitting a home in Westlands or a hotel in Mombasa, we will get your order to you.
Delivery Timeframes
Estimated delivery times from the date your order is confirmed and dispatched:
- Nairobi CBD & Westlands: 1 to 2 business days
- Nairobi Suburbs (Kilimani, Lavington, Kasarani, Ruiru, etc.): 2 to 3 business days
- Greater Nairobi & Satellite Towns (Thika, Rongai, Limuru, Kiambu): 2 to 4 business days
- Upcountry (Mombasa, Kisumu, Nakuru, Eldoret & all other counties): 4 to 7 business days
Same-day delivery is available within select Nairobi areas for orders placed before 12:00 PM on weekdays. Contact us on WhatsApp to confirm eligibility before placing your order.
Order Processing
Orders are processed Monday to Friday, 8:00 AM – 5:00 PM (East Africa Time).
- Orders placed before 5:00 PM on a business day are processed the same day.
- Orders placed after 5:00 PM, on weekends, or on public holidays are processed the next business day.
- You will receive a confirmation message with your order details once your order is dispatched.
Shipping Costs
| Destination | Shipping Cost |
|---|---|
| Nairobi (orders below KES 20,000) | KES 300 flat rate |
| Nairobi (orders of KES 20,000 and above) | Free |
| Upcountry (all counties) | KES 300 flat rate |
Shipping costs are calculated at checkout and shown before you complete your order.
Large & Bulky Orders
Wallpapers, murals, and wall panels are large-format products. For oversized or high-volume orders, our team may contact you to arrange a customised delivery plan and confirm access to your delivery address before dispatch.
Delivery Requirements
To ensure a smooth delivery, please provide:
- A precise delivery address including building name, floor, and apartment or office number.
- A working phone number reachable at the time of delivery.
- Any gate codes, security instructions, or special access requirements in the order notes.
Our delivery team will call ahead to confirm arrival time. If you are unavailable at the time of delivery, we will attempt re-delivery on the next business day.
Failed Deliveries & Re-delivery
If a delivery attempt fails because no one is available to receive the order, we will hold your items for 2 business days and contact you to reschedule. Re-delivery fees may apply after the first failed attempt.
Tracking Your Order
Once your order is dispatched, you can track its status on the Track Order page on our website. You will also receive updates via phone or WhatsApp from our delivery team.
Installation Services
Haven Wallpapers offers professional installation services in Nairobi and selected upcountry areas. If you would like to arrange installation, please let us know at checkout or contact us directly after placing your order. Installation is quoted separately.
Contact Us
If you have any questions about your delivery, please reach out:
- Phone / WhatsApp: 0702 415515
- Showroom: Summit House, Opposite Central Police Station, Moi Avenue U-turn, Nairobi, Kenya
- Hours: Monday – Saturday, 8:00 AM – 6:00 PM