Terms & conditions

1. The seller and contact details

The seller operates as Newbies Family Fashion from Elburgon, Mastima, Opposite Michinda Primary Road, Kenya. Contact info@newbies.co.ke or 0791 273 661. Normal shop hours are every day, 8:00 am–8:30 pm, Kenya time.

These terms apply to website purchases and related collection or delivery arrangements. Different terms for a separately negotiated wholesale order must be clearly supplied and agreed before payment.

2. Who may order and account responsibilities

The website is intended for people aged 18 or above, or purchases made by a parent or guardian who takes responsibility for the transaction. Provide accurate contact and delivery details, keep your password private and notify us of suspected unauthorised account use.

Guest checkout is available. Orders placed while signed in appear in that account. Earlier guest orders remain accessible through their private order links and are not automatically transferred to an account using the same email address. Keep those links private.

3. Products, condition and independent stock

Unless stated otherwise, our clothing is pre-loved. Each listing represents one physical piece, with its own photos, price, size and stated condition. Check the listed measurements and disclosed flaws; label sizes can vary by brand and colours can look different on screens. Material descriptions still form part of what we promise to supply.

Online stock is managed separately from our physical-shop inventory system. An online item must be physically set aside by our team to prevent a conflicting shop sale. If an item is unavailable despite confirmation, we will contact you and offer an appropriate refund or an alternative only with your agreement.

Lifestyle photographs are style inspiration and do not mean every pictured outfit is available. The individual product listing identifies the piece offered for sale.

4. Retail and bundle prices

Prices are shown in Kenya shillings. The checkout shows the clothing amount payable after any eligible bundle saving. We do not add an undisclosed clothing charge after you confirm the order. Matatu delivery is quoted and agreed separately as described in the delivery policy.

An active bundle offer applies only to the individual pieces assigned to it, in complete groups of the stated quantity. Extra pieces are priced at retail. For example, ten eligible KSh 400 dresses offered for KSh 3,000 cost KSh 3,000; eleven cost KSh 3,400.

If eligible items have different retail prices, the highest-priced eligible items form the first complete group. A bundle applies only where its price is lower than that group’s retail total. Its saving is allocated proportionally to those items, with whole-shilling rounding. One piece cannot receive two bundle offers.

Current offers can change for future purchases, but an existing order retains its recorded price. The website accepts up to 20 individual pieces per order. Contact us for a larger or specially selected wholesale order.

Flash-sale prices apply only within the published start and end times, in Kenya time. For complete eligible bundle groups, we compare the bundle price with the current individual-item total, including any flash-sale prices, and charge the lower total. Discounts are not applied twice. The price recorded on a placed order remains fixed during its payment reservation; if an offer ends before you place the order, review the refreshed checkout total.

5. Placing an order and agreement records

Review the items, sizes, clothing total and fulfilment choice before submitting checkout. You can return to the bag to remove or change selected pieces. Placing an order creates a reference and normally holds the items for 15 minutes; a bag or wishlist entry alone is not a reservation.

A pending order is a request and reservation. We accept the clothing order when payment has been verified and the website confirms the order as paid, subject to any rights provided by law. A sandbox or test payment is never an accepted real purchase.

Keep or print your private order page and these terms for your records. The order page contains item details, recorded prices, reference, payment status and delivery choice. We can supply a copy by email on request. If a required disclosure or agreement record is missing, any applicable statutory cancellation rights remain available.

6. Payments and payment problems

Where enabled, clothing payments are made through M-Pesa to the shop’s configured Paybill. Enter your PIN only on the official prompt on your phone. We do not require your PIN, account password or one-time security codes.

Do not pay twice because confirmation is delayed. Use Check payment and contact us with the order reference. A successful payment after a reservation has expired requires review; if the original item cannot be supplied, we will agree an alternative or refund. We will not take an item already sold to another buyer.

7. Delivery, collection and cancellations

Clothes must be paid for before collection or dispatch. Shop collection is free. For matatu delivery, agree the charge and pickup arrangements with us first, then pay the driver separately on arrival. Our delivery policy forms part of these terms.

Contact us immediately if you need to cancel or amend a paid order. We will confirm whether dispatch has occurred and explain the next steps. Unpaid reservations normally expire automatically. Statutory cancellation rights and remedies are not restricted by this process.

8. Returns, refunds and wholesale purchases

Our Returns & refunds policy describes a seven-day voluntary return window, hygiene exclusions for voluntary returns, remedies for problems and transport responsibility. Refunds use the amount actually paid for the affected item, including its allocated bundle discount.

We do not guarantee a resale price, sales volume or profit on wholesale purchases. Wholesale customers should inspect the item descriptions and quantities before purchase. Buying a bundle does not by itself waive any mandatory consumer rights that apply to the transaction.

9. Responsible website use and availability

Do not attempt to access another customer’s account, submit fraudulent payment evidence, interfere with stock or misuse the website. We may restrict abusive or fraudulent access while dealing fairly with genuine paid orders and preserving applicable rights.

We take reasonable care with the website but maintenance, connectivity and third-party services can interrupt access. Contact us about an active paid order if the website is unavailable. Information on external Google Maps or WhatsApp pages is governed by those services’ terms.

10. Responsibility, disputes and changes

Nothing in these terms excludes liability or a consumer remedy that Kenyan law does not allow us to exclude. We do not use a blanket disclaimer to avoid responsibility for our own supply errors, misdescription or other obligations.

Kenyan law governs these terms, without removing any mandatory protection that applies. Please first contact info@newbies.co.ke with your concern and proposed resolution. You retain the right to use relevant consumer complaint channels or a court with jurisdiction.

Changes apply to future orders after publication. The policy version recorded with an order identifies the terms in effect when it was placed. Contact us if you need a copy relating to an earlier order.