This page outlines French Librairie’s shipping, delivery, returns, and refund policy for all products purchased through our website.
We are committed to excellent customer service and satisfaction, and we guarantee that every book or resource is as described. Please read this policy carefully before making a purchase.
For any questions not covered here, kindly contact us at info@frenchlibrairie.com or call us on +254 (0) 714 020332.
Shipping & Delivery
All orders are processed and dispatched within two to five working days once payment has been confirmed. Kindly note that orders are only processed after payment.
Deliveries are fulfilled through trusted partners, such as G4S, Wells Fargo, Easy Coach, 2NK, etc., as well as other reliable courier services, depending on the destination.
For customers outside Kenya, international shipping is available on request, and we encourage you to contact us for a delivery estimate before placing your order.
Delivery timelines vary by location. Orders within Nairobi and major towns typically arrive within two to three working days, while deliveries to other regions take about three to five working days.
Deliveries to remote or hardship areas may require up to seven working days. International deliveries are subject to courier schedules and customs processes in the destination country.
Shipping costs are calculated automatically at checkout, based on destination, weight, and the chosen delivery method.
From time to time, promotional free shipping offers may apply, and these will be clearly communicated on our website.
Should you prefer to use a courier service outside our offered options, the delivery cost will be met by the customer.
Customers are responsible for ensuring that the delivery details provided at checkout are accurate and complete. French Librairie is not liable for delays or failed deliveries caused by incorrect or incomplete addresses.
Returns & Exchanges
If you are dissatisfied with your purchase, returns may be requested within seven (7) days of receiving your order.
To be eligible, items must be unused, in their original condition, and returned in the original packaging together with the receipt or proof of purchase.
Items remain the responsibility of the customer until they are received by French Librairie. For this reason, we recommend using a courier service that provides tracking or insurance.
Please note that certain categories of items cannot be returned unless faulty or supplied in error. These include storybooks, novels, fiction titles, workbooks, revision and examination books, stationery and all digital products such as e-books or downloadable resources.
In the event that an incorrect or defective item is received due to our error, we will arrange for an exchange at no additional cost to you.
If the error was on the customer’s part, such as ordering the wrong title, the cost of return courier services will be borne by the customer.
Exchanges are, however, subject to the availability of stock.
Refunds
Refunds are processed within seven working days after the returned item has been received and inspected.
All refunds will be issued via the original payment method used during purchase.
You may qualify for a refund in cases where:
- the wrong or damaged item has been supplied,
- where your order has not arrived 30 days past the estimated delivery date without prior notice,
- or where an item purchased is found to be out of stock after payment has been made.
Refunds are not applicable in cases where items are damaged through customer handling, where incorrect addresses have been provided, or where parcels are left unclaimed and returned to the sender. In such cases, refunds will only cover the product price and will exclude shipping fees.
Sale or promotional items cannot be refunded unless they are incorrect or damaged.
Please note that transaction fees, such as M-PESA or bank charges, may be deducted from the refund amount where applicable.
French Librairie cannot be held responsible for delays or damages caused by third-party courier services.
Special Notes
For international orders, local customs and immigration authorities determine duties, taxes, or clearance fees, which remain the responsibility of the recipient.
Delivery timelines for international parcels may also vary due to customs regulations.
All shipments are automatically insured by the courier up to the value of the order.
Customers are expected to respond promptly to communication from our team or the courier to facilitate successful delivery. Failure to do so may result in delays or the need to collect the parcel from the courier’s nearest office.