What Is Naivas?
Naivas is an online grocery delivery service that allows you shop from as many as 10,000 items from multiple supermarkets and retail outlets across Nairobi. Our well-trained Personal Shoppers carefully pick your groceries and deliver them to you in as early as 3 hours after you order.
How Does Naivas Work?
Customers can shop on Naivas for items such as general groceries, fresh produce, beauty products, medicines, office supplies, books & magazines, tools & hardware and everything else you’ll find in a typical mega-supermarket. When customers add items to their order basket, they have the choice of selecting their preferred delivery window from multiple options. The website is user-friendly and the service is interactive; we keep customers updated at every stage of the processing of their order.
Will You Deliver To My Area?
We currently serve most parts of Nairobi, covering mainly central areas like Karen, Dagoretti, Ngong Road, Upperhill, CBD, Lavington, Kileleshwa, Riverside, Westlands, Parklands, Chiromo, Ngara, Ngumba, Garden Estate, Thome, Roysambu, Kasarani, Baba Dogo, Utalii, Runda, Ridgeways, Thindigwa, Syokimau, Imara, Nyayo, Utawala, Donholm, Buruburu, Umoja, Jogoo Road, South B and South C, Madaraka. If your preferred delivery address is not within our current coverage area, you may provide an alternative delivery address that is centrally located (perhaps your office or the home of a relative or friend that you visit frequently).
When Will I Receive My Order?
At checkout, you are able to select a preferred time when you will like your order delivered. We deliver 7 days a week from 3pm to 8pm and can be at your door in as early as 3 hours after you order. See our Terms for more details on our delivery service.
How Much Will It Cost?
The cost of having a Personal Shopper select items for you from as many as 6 supermarkets and deliver them directly to you at home or at the office is only KSh250 for standard delivery
How Do I Pay For My Order?
We currently accept only M-PESA mobile money payment. Other mobile money payment options and a debit/credit card payment option will sooon become available for customers on the site. We currently do not offer any payment on delivery options.
Do Item Images Reflect Exactly What I Will Receive?
While most items show actual images of what will be delivered, some images may differ slightly from what is displayed on the website. This may occur for a variety of reasons including but not limited to a new/temporary packaging design by the manufacturer, promotional items, same content but different version of an item (e.g. different editions of books or varied book cover design depending on country of print). Some images may also be for illustration purposes only and may not exactly reflect the colour, size and shape of actual item; this is particularly relevant for fruits, vegetables and other fresh produce.
How Are Weighed Items Priced?
Prices of items that need to be weighed (e.g. fruits, vegetables, deli/cold cuts, meat) may be guide prices or approximated to enable you make a buying decision. However, you will only be billed for the actual weight purchased; any difference in guide to actual price will be credited/debited to your Naivas wallet as the case may be. Actual price of weighed items will be clearly stated on your invoice.
What If An Item Is Unavailable?
We go to great lengths to ensure we always find all items in your order. This often necessitates us checking as many as 6 retail outlets before concluding your order. If after checking multiple retailers, the item is still unavailable; our well-trained Personal Shoppers will contact you to offer suitable replacements. You are not obliged to accept the replacements and we will only purchase them after receiving a go-ahead from you.
What Do You Consider ‘A Suitable Replacement’?
Replacements will typically be a different flavour to what you selected (e.g. apple juice instead of pineapple juice) OR a different brand of a similar quality item OR items with similar function to what you ordered (e.g. mint chewing gum instead of mint sweets).
Do I Pay For Delivery If Items Are Unavailable?
While we make every effort to display an accurate list of items that are in stock at the stores we partner with, these stores are ultimately responsible for maintaining their invetory levels. In the normal course of a business day, the stores may occasionally run out of some items. You will not be obliged to pay for any unavailable item. If you are not satisfied with the replacement suggested to you by the Personal Shopper, we will refund the monetary value of the item to your Naivas wallet.
What Is A Naivas Wallet?
Your Naivas wallet is your online account where you have monetary value to spend on any product. We may debit or credit your wallet for various reasons including: refunding you for an unavailable item, reconciling the difference between guide and actual price for a weighed item, promotional offers, discounts and rebates.
What About Refunds?
If an item you ordered is unavailable, we will continue to check for the item until it is back in stock. If, after our checks, the item remains out of stock, any credit due to you will be added to your Naivas eWallet. We do not process refunds to bank accounts.
In instances where your address is not within our delivery coverage locations or we later receive a payment which did not reflect in our account at the time you made it, we may process a refund to your account after deducting relevant bank charges.
Can I Return Items?
If we deliver an incorrect or damaged item (damage that has been caused by us), we will happily replace the item at no additional cost to you. For us to replace such items, customers will need to notify the delivery driver of their observation at the point of delivery. Once customers have taken delivery of their order and signed confirming this, they take ownership of the items and Naivas will be unable to accept any returns.
Can I Cancel My Order?
When we receive customer orders, we begin processing them immediately. Our retail store has a no-return policy so, we in turn, are unable to accept any items customers purchase from us. Thus, once an order has been placed and paid for, Naivas is unable to accept a cancellation of the order. Neither is Naivas able to process a refund (either to the customer’s Naivas wallet or their bank account). This, however, does not affect customers’ rights to a refund in the event that an ordered item is unavailable.
How Can I Contact You?