Shipping & delivery

This Shipping policy explains how Recline Haven Interiors delivers orders placed through our website, WhatsApp, and sales team. The policy applies to new recliner sofas, sofa sets, recliner chairs, coffee tables, TV stands, and other living room furniture sold by Recline Haven Interiors within Kenya.

• Standard delivery fee: KSh 2,000 per online order.
• Order cut-off: 4:00 PM East Africa Time, Nairobi.
• Handling time: 0 to 1 business day, Monday to Saturday.
• Transit time: 0 to 3 business days, Monday to Saturday.
• Total estimated delivery time: 0 to 4 business days for standard accepted deliveries.
• Delivery country: Kenya.

The standard delivery fee for online orders is KSh 2,000. This fee is shown as a separate delivery line during checkout and is added to the product subtotal to calculate the final order total. The standard delivery fee applies once per order, not once per item, unless the order is split into separate deliveries at the customer's request.

The product price shown on product pages does not include delivery unless the page clearly says otherwise. The delivery fee is displayed before the customer places an order so the full amount payable is visible before commitment.

The standard delivery fee covers normal transport and handover of the ordered product to the delivery address accepted by our team. Standard delivery includes transport to one reachable delivery address, reasonable coordination by phone or WhatsApp, and handover to the customer or authorised recipient at the agreed location.

Standard delivery does not include hoisting through windows or balconies, dismantling existing furniture, disposal of old furniture, electrical work, wall mounting, custom carpentry, building management fees, storage fees, crane services, or complex manual handling that was not disclosed before dispatch.

We deliver orders within Kenya. Customers must provide a complete delivery address, including estate, building name, house or unit number where applicable, floor, nearest landmark, city or town, and a reachable phone number. We may decline, pause, or reschedule delivery where the address is incomplete, unreachable, unsafe, or outside a route we can reasonably serve.

If a destination needs clarification, we will contact the customer before dispatch. If we cannot deliver to the supplied address, we will offer collection, an alternative address, or cancellation according to the order status and payment position.

Orders placed and confirmed before 4:00 PM East Africa Time may start handling the same business day. Orders placed after 4:00 PM may start handling the next business day. The cut-off time affects processing and delivery estimates, not product reservation, unless our team confirms reservation separately.

Handling time is the time between order confirmation and dispatch readiness. Our standard handling time is 0 to 1 business day, Monday to Saturday. Handling includes checking the order, confirming stock, preparing the item, confirming delivery details, and arranging dispatch.

Handling may take longer if payment verification is pending, customer details are incomplete, a customer requests a specific delivery date, an item requires inspection, or the order is placed during a public holiday or unusually high-demand period.

Transit time is the time between dispatch and delivery to the customer. Our standard transit time is 0 to 3 business days, Monday to Saturday, for accepted standard destinations. Transit time depends on route planning, traffic, customer availability, and address accuracy.

The total estimated delivery time for standard accepted deliveries is 0 to 4 business days. This is calculated from 0 to 1 business day handling time plus 0 to 3 business days transit time. These estimates are provided in good faith and are used consistently across our website and Merchant Center shipping settings.

Our standard fulfilment and transit schedule is Monday to Saturday. Sundays and public holidays are not counted as standard business days unless our team expressly confirms a delivery appointment for that day. If an order is placed shortly before a public holiday, the estimated delivery period may continue on the next business day.

Before or during dispatch, we may contact the customer by phone, WhatsApp, SMS, or email to confirm the delivery address, timing, route, recipient name, and access instructions. Customers should keep their phone reachable on the delivery day. If we cannot reach the customer when confirmation is required, dispatch may be delayed until we receive a response.

The customer is responsible for providing accurate delivery details, ensuring someone is available to receive the order, checking that the product can safely pass through entrances, corridors, lifts, staircases, and doors, and informing us in advance about access restrictions. This includes narrow staircases, no lift access, gated communities, security requirements, restricted parking, basement limits, stairs above ground floor, or any building rule that affects delivery.

Recliner sofas and large living room furniture may require wide doorways, turning space, safe parking, and clear access routes. Customers should measure doorways, staircases, lifts, and room entrances before ordering. If a product cannot fit through the available access path and the issue was not disclosed before dispatch, the customer may choose a return, exchange, or re-delivery option according to our Returns policy and the condition of the product.

Delivery may be handed to the customer, a family member, employee, guard, building manager, or other authorised recipient present at the delivery address. By allowing another person to receive the order, the customer confirms that person is authorised to receive and inspect the goods. We may record proof of delivery through a signature, name, phone confirmation, photo, WhatsApp confirmation, or delivery note.

A missed delivery occurs when our team arrives at the confirmed address within the agreed delivery window but cannot complete delivery because no authorised recipient is available, access is denied, contact numbers are unreachable, the address is incorrect, or the customer requests cancellation after dispatch. If this happens, we will contact the customer to arrange the next step.

Where a missed delivery is caused by customer availability, inaccurate information, or undisclosed access limits, the order may be rescheduled. We may require the customer to collect the item or pay a further delivery fee for another delivery attempt if additional transport costs are incurred.

If our team reaches the address but cannot safely move the item into the premises because of stairs, door width, corridors, lifts, parking restrictions, security rules, or unsafe handling conditions that were not disclosed before dispatch, the delivery may be stopped. In that case, the customer may choose another accessible address, collection, exchange, or return if the product remains in returnable condition.

Customers should inspect the delivered item as soon as it arrives. Check the product model, colour, visible condition, quantity, and any included parts or accessories. If there is visible damage, a wrong item, or missing parts, report it immediately to the delivery team where possible and contact us within 48 hours with photos and the order number.

If a product is damaged during delivery, we will assess the issue and offer a suitable remedy, which may include repair, replacement, exchange, return, or refund depending on the nature of the damage and product availability. Customers should keep the product, accessories, and packaging available for inspection until the issue is resolved.

If delivery is delayed, we will use the contact details supplied on the order to provide an update where possible. Causes of delay can include heavy traffic, road closures, public holidays, bad weather, vehicle breakdown, carrier disruption, address clarification, payment verification, stock reconciliation, or events outside our reasonable control. A delivery delay does not automatically cancel an order, but the customer may contact us for options if the delay materially affects the purchase.

A customer may request a preferred delivery date or time. We will try to accommodate reasonable requests, but a requested date is confirmed only when our team confirms it in writing by email, WhatsApp, SMS, or order update. If the customer requests a later date, the delivery estimate runs according to the agreed date rather than the original order date.

If the customer needs to change the delivery address after placing an order, they must contact us before dispatch. Address changes after dispatch may not be possible on the same delivery attempt. If the new address changes the route materially, delivery may be rescheduled.

Where collection is agreed, the customer must collect from the location confirmed by our team and provide the order details or proof of purchase. Collection arrangements do not automatically remove delivery charges already incurred for a dispatched order. If collection is chosen before dispatch, our team will confirm the payable amount.