1. OVERVIEW
At S19Bridge, we understand that receiving your order promptly and in perfect condition is essential to your shopping experience. We are pleased to handle all shipping and delivery logistics on behalf of our Vendors, ensuring a seamless and reliable service from checkout to your doorstep.
This Shipping and Delivery Policy outlines our delivery timelines, costs, processes, and your rights as a Customer. By placing an order on the S19Bridge Marketplace, you agree to the terms set out below
2. DELIVERY TIMELINES
We strive to deliver your orders as quickly as possible. Our standard delivery timelines are as follows:
Delivery Type Estimated Timeframe
Standard Delivery 1 to 8 working days
Please note:
• Delivery timelines are calculated from the date your order is confirmed and payment is successfully processed.
• Working days are Monday to Friday, excluding public holidays observed in Kenya.
• Delivery times are estimates and may vary depending on your location, product availability, and unforeseen circumstances such as weather conditions, traffic, or customs clearance.
3. DELIVERY COSTS
• Shipping costs will be calculated at checkout based on the size, weight, and destination of your order.
• Any applicable taxes, including Value Added Tax (VAT) as required under the Finance Act 2025, will be included in the total amount displayed at checkout.
• Free delivery may be offered on qualifying orders or during promotional periods. Any such offers will be clearly communicated on the Platform.
4. HOW DELIVERY WORKS
4.1 Order Processing
• Once you place an order, the Vendor is notified and begins preparing your items for dispatch.
• S19Bridge coordinates with our trusted logistics partners to collect and deliver your order.
4.2 Dispatch and Tracking
• Once your order is dispatched, you will receive a confirmation email or SMS with tracking information.
• You can track the status of your delivery through your S19Bridge account dashboard.
4.3 Delivery Attempts
• Our delivery partners will make reasonable attempts to deliver your order to the address you provided.
• If no one is available to receive the package, the delivery partner will contact you to reschedule.
• After multiple unsuccessful delivery attempts, the package may be returned to S19Bridge, and additional delivery charges may apply for re-delivery.
5. CUSTOMER RESPONSIBILITIES
To ensure smooth delivery, Customers must:
Provide accurate and complete delivery addresses, including landmark information where necessary.
Ensure someone is available to receive the package at the delivery address during business hours.
Respond promptly to calls or messages from our delivery partners.
S19Bridge shall not be liable for delays or failed deliveries resulting from incorrect or incomplete address information provided by the Customer.
6. DAMAGED, LOST, OR INCORRECT ITEMS
6.1 Damaged Items
If your order arrives damaged, please:
• Take clear photographs of the damaged item and packaging.
• Contact S19Bridge Customer Support within 48 hours of receipt.
• We will investigate and, where appropriate, arrange for a replacement or refund in accordance with the Consumer Protection Act, 2012.
6.2 Lost Items
If your package is confirmed lost by our logistics partner:
• We will initiate a full refund or arrange for a replacement order, subject to availability.
6.3 Incorrect Items
If you receive an incorrect item:
Do not open or use the item.
• Contact S19Bridge Customer Support immediately, and we will arrange for the correct item to be sent or process a refund.
7. INTERNATIONAL SHIPPING
Currently, S19Bridge Marketplace delivers exclusively within the Republic of Kenya. We do not offer international shipping at this time.
8. CONTACT US
If you have any questions, concerns, or need assistance regarding your delivery, please contact our Customer Support team:
S19Bridge Customer Support
Email: support@s19bridge.com
Phone: +254142095624
Operating Hours: Monday-Friday, Normal working hours
Saturdays 10.00am-4.00pm
We are here to help you every step of the way.
.