POLICIES

Shipping

We deliver within Kenya by courier, to the address you give at checkout. Every set is made to order: production takes 5 business days from your order, and delivery time is on top, depending on where you are. Delivery is paid by you and depends on the destination; we confirm the cost and timing with you before your order is dispatched. Outside Kenya? Contact us and we can discuss it.

Please check your delivery details carefully. If a parcel is returned to us because an address or phone number was wrong, we will send it again once you have confirmed the right details, and the second delivery is charged to you.

Returns & exchanges

Every LUWAKI is made to order, to your design, shapes and sizes, so it cannot be resold to anyone else. For that reason orders cannot be returned or exchanged. Please review your choices carefully before you order. If a nail arrives damaged, see damage & replacements.

Refunds

When a refund is agreed, it goes back to your original payment method through Paystack within [X] working days. How quickly it then shows on your statement depends on your bank or mobile money provider.

If we cannot make your order for any reason, we will tell you and refund you in full.

Cancellations

An order enters production once it is placed and paid, and it is made specifically for you, so it cannot be cancelled. An order that has not been paid is not placed: it simply lapses.

Custom orders (Private Edit)

Quote. Every commission is reviewed by our design team and quoted individually. The quote you accept sets the price, what is included and the timing.

Deposit. A deposit of [X]% of the quote is due when you accept it. Concept work starts once it is paid, and from then on the deposit is non-refundable.

Revisions. After the first draft, your commission includes 2 rounds of revisions. The third draft is the final approved design, unless you ask for further rounds, which are charged. A change of direction after approval may also change the quote; we will always tell you first.

Approval. Nothing is printed until you approve the final design. Once you approve it, it goes into production for you alone, so a custom piece cannot be cancelled or returned after approval. If it arrives damaged, the damaged items policy below still applies.

The design and its rights. There are two levels, agreed before work begins. A standard Private Edit: you own your physical piece, and LUWAKI ALCHEMY keeps the design and the 3D model, which we may develop further within the LUWAKI universe where it fits the brand. An exclusive Private Edit: for an agreed additional fee, we will not reuse, adapt or sell the design. Neither level transfers ownership of the design or any intellectual-property rights to you unless a separate written agreement says so.

Damage & replacements

Damaged in transit. Every order is inspected and leaves the studio intact. If something is damaged in transit, message us within 7 days of delivery with your order reference and photos of the package and the piece, and we will help with the next steps.

Later breakage or loss. A nail that breaks or is lost after delivery can be replaced on its own, at today's price for one nail: REPLACE A NAIL on the delivered order in your account. It is made exactly as the original: same design, shape and size. Each finger of a set can be replaced once; after that, a new set is needed.

A parcel that hasn't arrived. Tell us and we will trace it with the courier, and help with the next steps.