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Questions about orders, custom pieces, delivery, or payments? Send a message or reach us on the channels below. Please note we do not accept returns — see our Terms and Privacy Policy.

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Frequently Asked Questions

How do custom designs work?

Upload your design images from your dashboard (Custom Uploads). Our team reviews the request, creates a custom order quote, and follows up by email. You can track status in your account.

How long does custom work take?

Timing depends on fabric, complexity, and queue. After your design is accepted and payment is arranged, our team will share an estimated completion window. Typical custom pieces take longer than ready-to-wear catalog items.

What payment methods do you accept?

We record payments via M-Pesa, cash, card, or Stripe against your order. Orders must be fully paid before they can move to delivering or fulfilled. You can view payment history (read-only) under Payments in your dashboard.

Can I track my order?

Yes. Signed-in customers can follow order status under Orders in the dashboard: pending → processing → delivering → fulfilled. You will also receive status emails from orders@shankara.co.ke when the status changes.

How much is delivery?

Delivery is charged at KES 300 around Nairobi and KES 600 outside Nairobi. We deliver only (no free pickup). Checkout needs a full delivery contact including name as on ID, ID number, and phone.

What is your return policy?

We do not accept returns or exchanges. All sales — ready-to-wear and custom — are final. Please check sizes, measurements, and design details carefully before ordering. Full policy: /terms#no-returns. Contact support if there is a fulfillment issue we can help resolve.

How do I reach support?

Use the contact form on this page, email support@shankara.co.ke, or WhatsApp +254 715 808 422. For order-specific bookkeeping, orders@shankara.co.ke may also reply on order and payment notifications.

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