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Her Kingdom

Refund Policy

Last updated: 20 April 2026

At Her Kingdom we want you to love every piece you receive. If something is not right, this Refund Policy explains when and how we can issue a refund, exchange or store credit.

1. Return Window

You may request a return or exchange within seven (7) days of the date your order was delivered. Requests received after this window cannot be accepted.

2. Eligible Items

To qualify for a return, items must be:

  • Unworn, unused and in the original condition in which they were received.
  • In their original packaging, with all tags, pouches, boxes and care cards intact.
  • Accompanied by proof of purchase (order number, receipt or confirmation email).

3. Non-Returnable Items

For hygiene, customisation and value reasons the following items cannot be returned:

  • Earrings and any pierced jewelry.
  • Fragrances and beauty products once the seal has been broken.
  • Gift cards.
  • Personalised, engraved or made-to-order pieces.
  • Items sold as "Final Sale" or "Clearance".

4. Faulty or Incorrect Items

If your order arrives damaged, defective or incorrect, contact us within 48 hours of delivery at support@herkingdom.co.ke with your order number and clear photos of the issue. We will arrange a free replacement or a full refund, including the original delivery fee.

5. How to Start a Return

  1. Email returns@herkingdom.co.ke or WhatsApp our customer-care line within the 7-day window.
  2. Include your order number, the items you wish to return, and the reason.
  3. Our team will respond within 24 hours (Mon–Sat) with a Return Authorisation and drop-off or pickup instructions.
  4. Pack the item securely in its original packaging and ship it back.

6. Return Shipping Costs

  • If the return is due to our error (wrong item, damaged, defective) we cover the return shipping.
  • For change-of-mind returns, the customer is responsible for return shipping, and the original delivery fee is non-refundable.

7. Refund Methods & Timing

Once we receive and inspect your return (usually within 2 business days) we will notify you of the outcome. Approved refunds are processed as follows:

  • M-Pesa: refunded to the paying number within 1–3 business days.
  • Card: refunded to the original card within 5–10 business days (depending on your bank).
  • Store credit / exchange: issued instantly once the return is approved.

8. Exchanges

We are happy to exchange items for a different size, colour or style of equal value, subject to availability. If the new item costs more, the balance can be paid via M-Pesa or card; if it costs less, the difference is issued as store credit.

9. Late or Missing Refunds

If you have not received your refund within the time frames above, please check with your bank or M-Pesa first, then contact us at returns@herkingdom.co.ke.

10. Contact Us

For any return, exchange or refund question, reach our customer-care team:

  • Email: returns@herkingdom.co.ke
  • Phone & WhatsApp: see the number published on our Contact page.
  • Hours: Monday – Saturday, 9:00 AM – 6:00 PM (EAT).