Our policies

You can shop with us in-store at our Mtwapa boutique or order through WhatsApp. When you place a WhatsApp order, our team confirms availability, price, and delivery details with you before payment.

We accept M-Pesa and cash. Prices are in Kenyan Shillings (KES) and include applicable taxes unless stated otherwise. An order is confirmed once payment (or an agreed deposit) is received.

Store pickup from our Mtwapa boutique is free. We'll let you know when your piece is ready to collect.

Delivery is available within Mtwapa and across Kenya through trusted couriers. Delivery times and fees depend on your location and are confirmed at checkout. Please provide an accurate delivery address and a reachable phone number.

We want you to love your piece. If something isn't right, you may request a return or exchange within 7 days of receiving your order, provided the item is unworn, undamaged, and in its original packaging with any tags attached.

For hygiene and safety reasons, pierced earrings cannot be returned or exchanged once opened. Custom, engraved, or personalised pieces, and clearance/sale items, are also final sale unless faulty.

Faulty or incorrectly supplied items will be repaired, replaced, or refunded at no cost to you. To start a return, contact us with your order details and a photo of the item.

Fine jewellery lasts longest with a little care — keep it away from water, perfume, and lotions, and store each piece separately. We stand behind the pieces we choose and will fairly address any item that reaches you faulty. Damage from normal wear, accidents, or improper care is not covered.

We collect only the information we need to serve you — such as your name, phone number, email, and delivery address — to process orders, provide support, and (with your consent) share offers.

We do not sell your personal information. We share it only with service providers who help us operate (for example, delivery couriers and payment processors), and only as needed to fulfil your order.

In line with Kenya's Data Protection Act, 2019, you may ask to access, correct, or delete your personal information, and you may opt out of marketing messages at any time. Contact us using the details below to make a request.

We love sharing our pieces on WhatsApp, Instagram, Facebook, and TikTok. Product and store photos are our own. If you appear in content you'd prefer we not use, let us know and we'll remove it.

Product images are for illustration; natural stones and handmade pieces may vary slightly. We aim to keep pricing and availability accurate, but errors can occur — if an item is mispriced or unavailable after you order, we'll contact you to correct it or offer a full refund.

To the extent permitted by law, Eskay Jewelry is not liable for indirect or consequential loss arising from use of our products or website. These terms are governed by the laws of Kenya.

Questions about any of these policies? Reach us on WhatsApp or visit us in Mtwapa. We're happy to help.