Frequently Asked Questions

How do I place an order?

You can place an order through our website, WhatsApp, or social media platforms. Once your order is confirmed, our team will process it for delivery or collection.

How can I check if an item is available?

Most products displayed on our website are available for purchase. If an item becomes unavailable after an order is placed, we will contact you promptly with alternative options or an estimated restocking date.

Are product images accurate?

Most product images are intended to accurately represent the item being sold. Some products may use supplier-provided marketing images, and slight variations in finish, or appearance may occur.
If you would like to see actual photos before placing an order, please contact our team and we will assist where possible.

Do some products require assembly?

Yes. Some furniture, storage solutions, shoe racks, shelving units, and selected home products may require simple assembly.
Where applicable, assembly requirements will be indicated on the product page.
If you are unsure whether a product requires assembly, please contact our team before placing your order.

Can I reserve an item before purchasing?

We only reserve items that have been fully paid for.
Due to changing stock levels and product demand, unpaid items cannot be held or reserved.
If you would like to secure an item, please contact our team to arrange payment and confirm availability.

Do you deliver within Nairobi?

Yes. We offer delivery services throughout Nairobi and its surrounding areas. Delivery charges vary depending on the destination, item size, and delivery requirements.
Our team will provide the applicable delivery fee before dispatch.

Do you deliver outside Nairobi?

Yes. We deliver to most locations across Kenya through trusted courier and transport partners. Delivery charges and transit times vary depending on the destination, package size, and service provider. Our team will advise you on the available delivery options and costs before dispatch.

Please note that full payment is required before dispatch for all parcel deliveries and orders being delivered outside Nairobi. Once payment has been confirmed, your order will be prepared and handed over to the selected delivery provider.

After your parcel has been dispatched, a receipt and parcel tracking details (where applicable) will be shared with you for reference and follow-up.

How long does delivery take?

Delivery timelines vary depending on your location, product availability, and the delivery method selected.

• Nairobi deliveries are typically completed on the same day and may take between 1 to 6 hours, depending on product availability and rider availability.
• Deliveries outside Nairobi typically take 24 to 72 hours, depending on the destination and the courier or transport provider used.
• For urgent orders, customers may opt for Uber delivery. Payment must be completed before dispatch, and delivery costs are borne by the customer.
• Customers may also arrange their own rider or courier for pickup. Please allow at least one hour from order confirmation for order preparation before pickup.

Our team will provide an estimated delivery timeline when confirming your order and will keep you updated should there be any unexpected delays.

Can I collect my order?

Yes. You can collect your order from our pickup point approximately one hour after confirming and placing your order.

To ensure a smooth collection process, please notify us at least one hour before your intended pickup time. This allows our team to prepare your order and have it ready for collection.

Alternatively, if the item is not immediately available at the pickup point, you may choose to wait while it is brought from our warehouse. This process typically takes 45 minutes to 1 hour, depending on product availability and traffic conditions.

Customers arranging their own rider or courier for pickup should also notify us in advance and allow sufficient time for order preparation.

Pickup Location:
Bihi Towers, 11th Floor Suite 2
Nairobi, Kenya.

Where is your pickup location?

Our pickup point is located at:

Bihi Towers, 11th Floor Suite 2
Moi Avenue, Nairobi, Kenya

For a smooth collection experience, we recommend contacting our team before visiting to confirm that your order is ready. If you require directions or assistance locating the pickup point, our team will be happy to help.

Customers arranging their own rider or courier should ensure the rider has the correct pickup details and order information before arrival.

How will I know when my order is ready?

Once your order has been prepared and is ready for collection or dispatch, our team will contact you via phone call or WhatsApp using the contact details provided during checkout.

For orders being collected from our pickup point, you may call or enquire approximately one hour after placing and confirming your order to confirm whether it is ready for collection.

For parcel and courier deliveries, dispatch details, parcel receipts, and tracking information (where applicable) will be shared once the order has been handed over to the delivery provider.

Which payment methods do you accept?

We offer several secure payment options to make shopping with Gemelli Collections convenient and flexible.

Our accepted payment methods include:

• M-Pesa (direct payment)
• IntaSend (via M-Pesa and Pesalink)
• Debit and Credit Cards (processed through DPO Pay)
• Bank Transfer
• Bank Deposit
• Bank Cheque (subject to clearance)

Payment instructions will be provided during checkout or by our team when confirming your order.

Please note that full payment is required before dispatch for all parcel deliveries and orders being delivered outside Nairobi. Once payment has been received and confirmed, your order will be processed for collection or delivery.

Is payment required before delivery?

Payment requirements depend on the delivery method selected.

• Orders being delivered outside Nairobi are dispatched as parcels and require full payment before dispatch.
• Orders collected from our pickup point can be paid for upon collection.
• Orders delivered within Nairobi can be paid for upon delivery.

Once payment has been received or confirmed, your order will be processed accordingly. For parcel deliveries outside Nairobi, a parcel receipt and tracking details (where applicable) will be shared after dispatch.

Will I receive confirmation after payment?

Yes. Once your payment has been received and verified, our team will confirm your order and begin processing it for collection, delivery, or dispatch.

For orders being collected from our pickup point, you may contact us approximately one hour after placing your order to confirm that it is ready for collection.

For Nairobi deliveries, our team will coordinate delivery arrangements and keep you informed of the expected delivery time.

For parcel deliveries outside Nairobi, a parcel receipt and tracking details (where applicable) will be shared once the order has been dispatched through the selected courier or transport provider.

Can I return a product?

We want you to be completely satisfied with your purchase. If you experience any issues with your order, please contact our team as soon as possible so that we can review the matter and advise on the available options.

Returns may be accepted for eligible products provided that:

• The item is unused and in its original condition.
• The item is returned with all original packaging and accessories.
• The return request is made within the applicable return period.
• The product is not excluded from returns for hygiene, safety, or other applicable reasons.

As return eligibility may vary depending on the product category and the nature of the issue, we recommend contacting our customer support team before returning any item.

What should I do if I receive a damaged item?

We want you to be completely satisfied with your purchase. If you experience any issues with your order, please contact our team as soon as possible so that we can review the matter and advise on the available options.

Returns may be accepted for eligible products provided that:

• The item is unused and in its original condition.
• The item is returned with all original packaging and accessories.
• The return request is made within the applicable return period.
• The product is not excluded from returns for hygiene, safety, or other applicable reasons.

As return eligibility may vary depending on the product category and the nature of the issue, we recommend contacting our customer support team before returning any item.

What if I receive the wrong item?

If you receive an item that is different from what you ordered, please contact our team as soon as possible and provide:

• Your order details
• Photos of the item received
• Photos of the packaging or delivery receipt where applicable

For Nairobi deliveries, we recommend verifying that the item received matches your order before making payment and before accepting delivery. If there is any discrepancy, please notify the delivery personnel immediately and contact our team for assistance.

For parcel deliveries outside Nairobi, please inspect the item upon receipt and report any issues within 24 hours of delivery.

Once the issue has been verified, our team will advise on the appropriate resolution, which may include an exchange, replacement, or other suitable arrangement depending on the circumstances.

Can I exchange a product?

Exchanges may be possible depending on the condition of the item, stock availability, and the reason for the exchange.

To be eligible for an exchange:

• The item must be unused and in its original condition.
• The item should be returned with all original packaging, accessories, and components.
• The exchange request should be made within a reasonable period after receiving the item.
• The item must not fall under any category that is ineligible for exchange due to hygiene, safety, or other applicable restrictions.

For Nairobi deliveries, we recommend confirming that the item received is correct and in good condition before making payment and accepting delivery.

If you would like to request an exchange, please contact our team with your order details and the reason for the exchange. We will review the request and advise on the available options.

How should I care for my products?

Care instructions vary depending on the product and the materials used. We recommend following any care guidelines provided on the product page, packaging, or product label.

General care recommendations include:

• Clean products using appropriate cleaning materials and methods for the specific material.
• Avoid harsh chemicals unless specifically recommended.
• Keep products dry where applicable and avoid prolonged exposure to moisture.
• Store items in a clean, dry environment when not in use.
• Follow any assembly, maintenance, or usage instructions provided with the product.

Proper care and maintenance can help preserve the appearance, functionality, and lifespan of your products. If you require specific care advice for a particular item, please contact our team for assistance.

Are your products suitable for commercial use?

Some of our products are suitable for commercial use, particularly those within our Hotel & Bar Supplies, Furniture, Kitchen & Dining, Storage, and selected Appliance collections.

Commercial suitability may vary depending on the product, intended usage, and expected workload. We recommend reviewing the product specifications carefully or contacting our team if you are purchasing for a hotel, restaurant, office, Airbnb, school, event space, or other commercial environment.

If you require multiple units, bulk purchases, or assistance selecting products for commercial use, our team will be happy to help recommend suitable options.

How do I clean furniture and storage products?

Cleaning methods may vary depending on the material and finish of the product. We recommend using a soft cloth and appropriate cleaning products suitable for the specific material.

General cleaning recommendations include:

• Dust surfaces regularly using a soft, dry cloth.
• Wipe spills promptly to help prevent stains or damage.
• Use mild cleaning solutions where necessary and avoid abrasive cleaners.
• Avoid excessive moisture on wooden, metal, or upholstered surfaces.
• Ensure storage products are kept clean and dry to maintain their condition.

For products made from specific materials such as wood, metal, fabric, plastic, or glass, additional care may be required. If you are unsure about the best cleaning method for a particular item, please contact our team for guidance.

Do I need an account to place an order?

No. You do not need to create an account to place an order with Gemelli Collections.
You can place your order directly through our website, WhatsApp, or other approved sales channels. Simply provide the necessary contact and delivery information during the ordering process.
Creating an account, where available, may offer additional convenience for managing orders and saving information, but it is not required to complete a purchase.

How do I track my order?

You can track the status of your order by contacting our team via phone, WhatsApp, or email and providing your order details.

For Nairobi deliveries, our team will keep you updated on the delivery status and expected arrival time where applicable.

For parcel deliveries outside Nairobi, a parcel receipt and tracking details will be shared once your order has been dispatched through the selected courier or transport provider.

If you require an update on your order at any stage, please feel free to contact our customer support team and we will be happy to assist you.

How can I contact Gemelli Collections?

You can contact Gemelli Collections through any of the following channels:

• WhatsApp for product enquiries, orders, delivery updates, and customer support.
• Phone Call for urgent enquiries and assistance.
• Email for general enquiries, business partnerships, and customer support.
• Social Media Platforms for product enquiries and updates.

Our team aims to respond to enquiries as promptly as possible during business hours. For faster assistance, we recommend contacting us via WhatsApp or phone call.

If you are enquiring about an existing order, please provide your order details to help us assist you more efficiently.

Can I get help choosing products?

Yes. Our team is happy to help you find products that best suit your needs, space, budget, and intended use.

Whether you are furnishing a home, setting up an office, organising a space, purchasing hotel supplies, or shopping for gifts, we can recommend suitable options based on your requirements.

To help us provide the most relevant recommendations, please share details such as:

• The type of product you are looking for
• Your preferred size or dimensions
• Colour or style preferences
• Your budget range
• Photos of your space (where applicable)

Our goal is to help you make an informed purchase and find products that meet your needs.

What are your business hours?

Our business hours are:

Monday to Saturday
8:00 AM – 6:30 PM

Sunday
Closed

Please note that unforeseen circumstances such as public events, government directives, weather conditions, or other factors beyond our control may occasionally affect delivery schedules and pickup arrangements. However, customers can still place orders during such periods, and our team will assist in scheduling delivery or collection for the next available date.

If you are planning to collect an order, we recommend contacting our team in advance to confirm that your order is ready and to avoid unnecessary waiting