Frequently Asked Questions

How do I register?

On the top right and click on Register. Fill in all your details and login.
You will now be able to order items and you will receive a 5% discount on your first order.

How can I order?

To order online from our website add the items you would wish to purchase to the cart and then click checkout. You will be taken step by step on the checkout process.

Do I need to register on the website?

You can browse on the website and see the items of your choice without registering, but if you want to purchase an item from the website you will need to register in order to proceed to checkout.

What are the delivery charges?

Nairobi CBD: Free

Nairobi City: Ksh. 200

Outside Nairobi: Ksh. 300

What forms of payment do you accept?

Currently we only accept cash or m-pesa payment for good delivered to Nairobi CBD and strictly m-pesa to mobile number 07 40 40 97 40 for deliveries outside the Nairobi CBD and the entire country. Ensure you make payment via m-pesa for the goods to begin being processed and dispatched.

We shall soon be accepting other forms of mobile money and credit/debit cards.

Forgot your password?

If you forgot your password or want to reset it, click on the login link and request a new password. After you click on request new password, you will have to input your e-mail address, so that a password reset message will be sent to you. Then just go to your e-mail account and click on the link in the replacement login information e-mail, to reset your password. After you entered a new password click on save. Your password has now been changed. If you still have a problem then please call our help line +254 7 40 40 97 40 or send an email to customercare@rityzcollections.co.ke  and we will be happy to help you or reset your password for you.

Why does my email keep getting rejected?

This could be because the email you are trying to register with or login with has already been used when you may have registered at an earlier time. Follow the forgot password instructions above to reset your password if you have forgotten it.

Can I make changes to my account?

If you want to make changes to your account, then go to ‘Profile/Register’ and click on edit.  After that you will be able to edit your personal information, e-mail, password, address, phone number, billing information and other details. Once you have made the necessary changes to your account click on save and your new settings will now be saved.

How do I know if an item is in stock?

Most of the items shown on the website are in stock. If any item’s are out of stock then the add to cart icon will not be visible and when you try to add it to your shopping cart an ‘Out of Stock’ message will appear. You can either choose a different size, colour or another item.

Do you ship internationally?

No currently we only ship to regions in Kenya.

When will my order be dispatched?

Orders to Nairobi Address
Orders that come in before 11am will be processed and dispatch for same day delivery via Our courier. For orders received after 11am they may be dispatched the same day depending on location but may be delivered the next morning.
Orders Nairobi City
This will depend on the town which goods are being delivered to but we try to give you our best service and thus orders before 11am will be dispatched the same day and delivery will be within a maximum of 24hrs.
For orders received after 11am they may be dispatched they may be dispatched the same day or the next morning.

Can my billing information and my shipping information be different?

Yes, when placing an order you can choose you’re billing information and shipping information separately. You can also change your shipping information at a later date if you need to.

Can I cancel my order?

If the order is already shipped we are not able to cancel it. Once you have received the items, please send it back to us in its original condition, with the tag and we will credit your account if you had made payment.

What can I do if something is wrong with my order?

If you have any problems or enquiries regarding an existing order you can contact our customer care team on +254 7 40 40 97 40 or email customercare@rityzcollections.co.ke and we will be happy to assist you.

How can I return/exchange an item?

Rityz Collections makes every effort to ensure all goods dispatched are in perfect condition, should there be a problem or fault with the goods please return them within 24 hrs. We will exchange, repair or issue a credit for the faulty item at our discretion. Please note that we will not issue a credit on delivery charges.

Any goods returned must be notified within 8 hours of you receiving the product and all returns must be made within 24 hrs of receipt of the goods. Goods must be returned to us fully packaged (original packaging), tag not removed, unused and in a re-sale condition at your cost. It is the customer’s sole responsibility to ensure that any goods returned are received by us. Any goods returned without our prior consent or having been so returned, any complaints made which are rejected by us, shall be held entirely at the owners risk and expense.

Do you make your clothes in China?

All our clothing is designed and made in the UK by our suppliers.