Frequently Asked Questions
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Are your products 100% natural and organic?
Yes. Every product in our range is made from natural, plant-based ingredients with no synthetic fragrances, parabens, or harmful chemicals. Many of our ingredients are organically sourced, and we work directly with suppliers who meet our standards for purity and ethical production. Specific ingredient lists are available on each product page.
Do you ship outside Nairobi?
Absolutely. We deliver nationwide across Kenya. Upcountry orders are shipped via trusted courier partners including G4S, Sendy, and Wells Fargo Courier, and typically arrive within 2–5 business days. Shipping costs for upcountry orders range from KES 350–500 depending on your location, calculated at checkout.
How do I track my order?
Once your order has been dispatched, you will receive a notification via email or WhatsApp with your tracking details and the courier assigned to your delivery. You can use the tracking number provided to follow your order directly on the courier's website. If you have any issues, reach out to us at hello@serenleaf.co.ke or on WhatsApp and we'll assist you.
Are your products safe for sensitive skin?
Our products are formulated with gentle, natural ingredients and are generally well-tolerated by sensitive skin. However, everyone's skin is different. We recommend doing a patch test before applying any new product to your face or body — apply a small amount to your inner wrist and wait 24 hours. If you have a known allergy or skin condition, please review the ingredient list on the product page or contact us before purchasing.
How long does Nairobi delivery take?
Nairobi deliveries are completed within 1–2 business days. For orders placed before 11:00 AM, same-day delivery may be available in select areas — contact us on WhatsApp to confirm. Delivery within Nairobi costs KES 200.
Can I return a product if I'm not satisfied?
We accept returns within 7 days of delivery, provided the item is unopened and in its original packaging. Due to hygiene reasons, opened skincare products cannot be returned. If you received a damaged or incorrect item, we'll sort it out immediately at no cost to you. See our full Returns & Refund Policy for details.
View Returns Policy →How do I place an order?
Simply browse our store, add items to your cart, and proceed to checkout. We accept M-Pesa and card payments. You'll receive an order confirmation by email once payment is complete. If you need help placing an order, you can also reach us on WhatsApp and we'll guide you through it.
Do you offer gift wrapping or gift sets?
Yes! We have curated gift sets available in our store, perfect for birthdays, anniversaries, or just treating someone special. If you'd like a custom gift bundle, reach out to us on WhatsApp or email and we'll put something together for you.