Return Policy

TUNGATUNGA RETURN POLICY

IMPORTANT: With limited exceptions, returns are refunded via store credit in the form of a TungaTunga E-Gift Card voucher to your account. TungaTunga does not issue store credit for the original shipping charges.

All items with over 30% discount are considered Final Sale and cannot be returned for store credit.

We do not provide prepaid return labels; you are responsible for covering shipping costs to return.

Online Returns Policy

RETURN FORM to initiate the return process. 

Please be sure to send us your item(s) back in full accordance with our Return Policy:

  • Items must be sent back within 5 days of the delivery date. 

  • Items must be unworn, unwashed, and have original tags attached. Shoes must be unworn, show no signs of wear. 

  • Items must be free of stains, makeup, deodorant, or wear.

  • Bodysuits, swimwear, undergarments, beauty products, cosmetics, and accessories are non-returnable.

  • All returns must include an order packing slip that clearly indicates which items are being returned. If this is not included your return may experience issues in processing.

  • When sending back items from multiple orders, you must include order packing slip for each applicable order.

  • All returns are refunded via store credit in the form of a Fashion Nova E-Gift Card voucher.

  • We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.

  • Returns are processed within 5-7 business days after your item(s) are delivered to us.

  • Damaged, defective, or incorrect items must be reported within 7 days of delivery.

  • Return drop-offs are not accepted at our corporate office.

Returned-to-Sender & Refused Packages

  • This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery.

  • Returned-to-Sender or Refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge.

  • We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.

  • We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

Reserved Rights Regarding Returns

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

  • An irregular or excessive returns history indicative of "wardrobing;"

  • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or

  • Potential fraudulent or criminal activity.

Similarly, we reserve the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.

Non-TungaTunga items sent to us will be discarded upon receipt.

Store Exchanges

Because we can't ensure the style/size required will be available by the time returned items come back to us, except in very limited circumstances, we are unable to accommodate exchanges.

In-Store Returns for Online Purchases

If your purchase was made online, you may return items at our store locations to receive store credit . If you are unhappy with your online purchase, you may bring the item to the store within 5 days of the purchase date. All items must be unworn, unwashed and returned in original condition (including all paperwork, packaging, accessories) with tags attached. 

Exchanges for Online Purchases

Presently, we do not accommodate exchanges for purchases made online to be exchanged in-store as we cannot guarantee the item purchased will be in-stock in the size or style desired, unless under exceptional circumstances.

Damaged/Defective/Incorrect Items

Should you receive a damaged, defective, or incorrect item, contact our Customer Care team via +254 708 121 666 or email - sales@shoptungatunga.com. Once we receive your request, we will be in contact with you to address and resolve the issue.

Returning By Mail

We recommend  returning the item via our authorised shipping partner.

Mail your return items to our Returns Department at the address stated below:

TungaTunga Shop

Ring Road, Kilimani

Nairobi

Telephone: +254 708 121 666

Depending on the shipping method and carrier selected, your return package may take several weeks to reach us if returning from an international location. Please allow 5-7 business days to process your return once it is delivered to us. Once your return is fully processed, we will issue you store credit in the form of a TungaTunga E-Gift Card voucher for use on a future purchase. E-Gift Cards never expire, and are redeemable right away!

Helpful Hint: TungaTunga  is not responsible for returns until they reach our Center in Nairobi, Kenya. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, TungaTunga will not issue store credit for your returns.

FAQs

 

How do I track my return status?

We will keep you updated by email and SMS about the status of your return. For any inquiries contact our Customer Service Call Center at 0708121666 or email us at sales@shoptunagtunga.com.

 

Is my product under warranty?

Most of our products do not have a warranty. Check the product description to know if the product has warranty. 

 

If my returned product is not validated for E refund gift card voucher, how do I get informed?

If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.

Note that we will make two (2) attempts to return the product to you at no cost. However after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law. 

I received something I didn't order. What now?

On delivery, kindly ensure to verify that the item delivered is in good condition and reject if it does not match your order. 

Do I have to return all products in my order?

No, you do not have to return your entire order. You can return certain product(s).

Can I return my items after the timeline to return has expired?

Sorry, returns are not possible after the 5 days return period. For any inquiries contact our Customer Service Call Center at 0708121666. 

Do I have to return the free gift when I return a product?

Yes, any free gift must be also be returned.

Do I have to pay for shipping charges when I return a product?

Yes. You will pay for shipping a product back to TungaTunga

What if I have a missing item in my package?

We will only be liable if the missing item is reported on the spot. Please ensure to countercheck during pickup/delivery to confirm if all the mentioned items (What's in the box) have been delivered.

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