Orders and delivery
Do you offer free delivery?
Yes. Doorstep delivery in Nairobi is free when the items in your cart add up to KES 4,000 or more. Courier delivery to the rest of Kenya and collection from our self-collect pickup points are free from KES 5,000. Pickup at Star Mall is always free. Free delivery is applied automatically at checkout, so you don't need a code.
How long will my order take to arrive?
It depends on the delivery option you choose at checkout:
- Doorstep delivery (Nairobi and surrounding areas), KES 250 (free from KES 4,000): order by 2 PM, Monday to Saturday, for delivery the same day.
- Outside Nairobi, KES 450 (free from KES 5,000): sent by courier to the rest of Kenya and delivered within 48 hours.
- Self-collect from a pickup point, KES 280 (free from KES 5,000): choose a pickup agent in your town at checkout (22 towns, including Mombasa, Nakuru, Kisumu, Eldoret, Thika and Machakos). The agent's address is shown under each option.
- Pickup at Star Mall, Nairobi CBD, free: 1st Floor, Shop A10, Tom Mboya Street.
What if my order arrives damaged or incorrect?
Email us at ekhamala@baki.co.ke within 24 hours of delivery and a member of our team will help you and advise on next steps. See our Refund Policy for details.
Will I get an invoice?
Yes. As soon as you place your order you will receive an email confirmation with a summary of your purchase and payment details. Prices on our site include VAT.
Products
How do I know which product is right for me?
Our beauty experts offer free one-on-one consultations, in person or online. They will help you understand your skin or hair needs and guide you to the right products. Email ekhamala@baki.co.ke or call +254 745 406687.
Are your products original?
Yes. We source every product directly from the brands, so everything you buy from Baki is 100% original and authentic.
Are your baby care products safe for newborns?
Yes. Our baby care products are paediatrician-tested and formulated to be gentle on a newborn's delicate skin, without the harsh chemicals, parabens and synthetic fragrances that can irritate skin, including eczema-prone skin. Browse them in Kids & Baby Care.