Frequently Asked Questions

Everything we get asked, in one place. Jump to a section, or use your browser's search to find a word. If your question is not here, call or WhatsApp 0702 100 100 or email diana@purpink.co.ke.

The three things most people want to know: order by 3:50 PM for same-day delivery in Nairobi · delivery is KES 350 in Nairobi, KES 700 to the Environs, KES 650 countrywide · we are open 365 days a year, including Sundays and public holidays.

Ordering

How do I place an order?

Order on purpink.co.ke. Our How To Order page walks you through it step by step, from choosing a gift to the confirmation email.

Can I order by phone or WhatsApp?

Yes, on off-peak days, on 0702 100 100. During peak seasons such as Valentine's Day and Christmas please order on the website — it is faster and more accurate, and it keeps your order out of the queue of calls and messages.

Can I change or cancel my order?

Contact us as early as you can on 0702 100 100 with your order number. Before an order goes into preparation we can change almost anything. Once it is being prepared or personalised, the delivery date, slot and address can usually still change but the product itself cannot. Once dispatched, no changes are possible — a redelivery to a different address is charged at the normal zone rate.

Can I send a gift anonymously?

Yes. Ask us not to disclose your details and we keep them off everything the recipient sees. We do gently suggest telling them yourself afterwards — most people rather like knowing who sent such lovely flowers. We still need your contact details internally for delivery coordination.

Can I see a photo of my gift before it is delivered?

Yes — call 0702 100 100 and we will send you a photo before dispatch. During peak weeks we cannot do this for every order, but what you selected on the website is what will be delivered.

How do I hear about discounts and offers?

Subscribe to our newsletter at the bottom of our homepage. Offers go to subscribers first.

Delivery in Nairobi

Do you offer same-day delivery?

Yes, seven days a week across Nairobi and Nairobi Environs. You choose a delivery slot at checkout. Each slot closes ten minutes before it begins, which gives you time to complete checkout and still hold it.

3:50 PM is our last same-day order. After that, your gift goes out the following day.

What does delivery cost?

See Delivery Zones for every area we cover.

Which areas count as Nairobi Environs?

Towns just outside the city: Syokimau, Kiambu, Mlolongo, Kitengela, Athi River, Rongai, Juja, Ruiru, Ruaka, Ngong, Kikuyu, Kinoo, Banana Hill, Tatu City, Thindigua and similar. If you are unsure, the correct rate is calculated automatically at checkout once the address is entered.

Can I request an exact delivery time?

Not an exact time, but you choose a slot. Express delivery (KES 1,000, Nairobi only) makes your gift the first drop-off within your chosen slot. Express is not available for cakes, cupcakes, personalised items or deliveries outside Nairobi.

Do you deliver on Sundays and public holidays?

Yes. We are a gift shop open 365 days a year, because your special moments never take a break. All four slots run within Nairobi and Nairobi Environs. Our shops close at 4:00 PM on Sundays, but that does not affect deliveries — once an order is dispatched it sits with our riders and fulfilment team. We do not deliver outside Nairobi on Sundays or public holidays.

Do you deliver to hospitals?

Yes, regularly — including Nairobi Hospital, Aga Khan University Hospital, MP Shah and Kenyatta National Hospital. Include the recipient's full name and, if you have it, the ward or room number. Some wards restrict flowers, so a hamper or chocolates can be a safer choice for intensive care units.

What address details do you need?

The estate, road, building and house or apartment number, plus the recipient's phone number. A vague address is the single biggest cause of failed deliveries.

Too vague: Mrs. Bubbles, South C, Mombasa Road
Clear: Mrs. Bubbles, South C, Akiba Estate, House No. 3, 07XX XXX XXX

What if the recipient is not there?

That is your call, and worth thinking about for a surprise. If you tell us at checkout that we may leave the gift with a neighbour, the gate, estate security or an office reception, we will do so and photograph the handover as proof — at which point the delivery is complete. Otherwise the rider waits up to 10 minutes, tries calling and texting, and brings the gift back to us. Redelivery is then charged at the standard rate for your zone.

How will I know it has been delivered?

We email you when your order is dispatched and again once it is delivered. For updates on the day, call 0702 100 100 with your order number.

Will the recipient be called before delivery?

Our rider calls or texts on arrival, and may call earlier to confirm the address. If you would prefer we did not contact them beforehand, say so in the special instructions box at checkout.

What happens on Valentine's Day and other peak days?

Volumes are many times a normal day, so slots become indicative rather than guaranteed and we may deliver at any point during the day. Your gift still arrives on the date you chose. Cut-offs are brought forward and published in advance. See our Romance & Valentine's FAQs.

Delivery across Kenya

Do you deliver outside Nairobi?

Yes, countrywide — next day through Fargo Courier at KES 650. Order and pay by 3:50 PM the day before. Fargo set their own routing, so your parcel may arrive at any point during the delivery day and we cannot guarantee or narrow a time. We email you a tracking number on the morning of delivery.

How far from town does Fargo deliver?

Roughly 10 km from a town centre. If the address is outside that radius, or unclear, the recipient collects the parcel from the Fargo office in that town.

What about really remote places?

Hard-to-reach destinations are served through third-party and air partners at KES 2,000, replacing the standard KES 650, over 2 to 3 days. Where access is by air only, flight charges apply on top and we quote before dispatch. This covers Wajir, Mandera, Moyale, Marsabit, Isiolo, Lodwar, Lokichogio, Kakuma, Turkana, Hola, Garsen, Lamu and its islands, Mpeketoni, Witu, and the Masai Mara including Sekenani, Talek and Ololaimutia.

I need something delivered today in Mombasa, Diani, Kisumu or Eldoret. Possible?

Often, yes. We work with flight partners and can arrange same-day delivery to a number of towns outside Nairobi. This cannot be booked at checkout — call or WhatsApp 0702 100 100 and we will confirm and quote before you pay.

Can everything be sent upcountry?

No. Certain flower arrangements, all cakes and perishables, and fragile products cannot travel. Check the product description before ordering.

International

Do you ship internationally?

Yes, worldwide — but every international order is quoted individually. Some countries restrict items such as coffee, tea and alcohol, and each shipment needs its own customs handling. Contact us on 0702 100 100 or diana@purpink.co.ke with what you would like to send and where, and we will prepare a quote.

Can I send flowers abroad?

Fresh flowers and perishable items cannot be shipped internationally. Non-perishable gifts, hampers and personalised items travel well.

I live abroad and want to send a gift to someone in Kenya.

That is one of the things we do most. Order on our website from anywhere in the world and pay by card — we deliver in Kenya as normal. See Sending Gifts to Kenya from Abroad.

Who pays customs duties?

The recipient. Purpink is not responsible for customs duties, import taxes, or delays arising from customs clearance in the destination country.

Payments & receipts

What payment methods do you accept?

M-Pesa and all major debit and credit cards through our secure checkout. Corporate clients can also pay by cheque and bank transfer.

Can I pay on delivery?

No. Full payment, including the delivery fee, is required before dispatch. If you would like to see how your order has been packaged first, request photos on 0702 100 100 and we will send them before it goes out.

Will my order come with a receipt?

Your invoice is emailed once payment completes and serves as your receipt. A physical copy can be delivered on request.

Will the recipient see the price?

No. Our riders carry a delivery note showing the recipient and the contents. Prices are never shown on it.

Are prices VAT inclusive?

Yes. All prices shown include Value Added Tax where applicable, in line with Kenya Revenue Authority regulations.

Personalised gifts

How long do personalised items take?

One working day. Order today, receive tomorrow. Personalised items are not eligible for same-day or express delivery.

Will I see the design before it is printed?

Yes. We send you the artwork for approval on WhatsApp or email. Please approve before 6:00 PM — later approvals push delivery to the next day. Once approved and passed to our design team, no further changes can be made.

How do I personalise a product?

Select the personalisation option on the product page and follow the prompts to enter your text or upload images. Many products show a live preview.

Checkout will not let me continue.

Every mandatory customisation field must be completed before checkout unlocks. If you do not want to use a field, type N/A in a text field, or upload a plain neutral image where an image is required.

What image quality do you need?

Always use original, high-definition images. Keep all uploads within 12 MB total, ideally 2–4 MB per photo. Avoid blurry photos, screenshots and heavily compressed files — print quality depends entirely on the file you supply, and reprints for low-resolution originals are chargeable.

I made a spelling mistake. Can you fix it?

Only before you approve the artwork. We print exactly what you submit, so please check names, dates and spelling carefully at the approval stage.

Cakes & bakery

How much notice do cakes need?

Cakes ordered by 12:00 noon are delivered the next day. Orders placed after noon, and all cupcake orders, need 48 hours.

Why is cake delivery KES 700?

Cakes travel by car rather than motorbike, so they arrive intact. That applies to all cake products regardless of the delivery zone.

Can cakes be sent outside Nairobi?

No. Cakes and other perishables cannot travel by courier.

Can I get same-day or express delivery on a cake?

No. Cakes and cupcakes are excluded from both.

Returns & refunds

Something arrived damaged or not as described.

Tell us within 24 hours of delivery. Email a clear photograph of the item as it arrived to diana@purpink.co.ke, quoting your order number, and keep the original packaging. We give you feedback within 48 hours, and where the claim is upheld we replace the item, or refund it if a replacement is not possible.

Can I return something I simply changed my mind about?

Non-perishable, non-personalised items may be returned within 7 days of purchase, unused, in original packaging, with proof of purchase.

What cannot be returned?

Perishables (cakes, flowers, chocolates and other food), fresh produce including fruit baskets, intimate and personal-use items such as clothing, jewellery, lotions and hand creams, personalised gifts, and gift cards. All of these are still fully covered if they arrive damaged or not as described.

How long do refunds take?

M-Pesa refunds are processed within 48 hours. Card refunds go through Paystack and take 7 to 14 working days to reflect — that timeline is set by your bank and the card network, not by us.

Where do I return an item?

In person at any of our six Nairobi branches. If you are outside Nairobi, returns are accepted only through Fargo Courier or one of our riders — call 0702 100 100 before sending. Full details in our Returns, Damage & Refunds policy.

Are delivery charges refundable?

No, and you pay the cost of returning an item. Where a refund is approved on a change-of-mind return, the return shipping cost is deducted from it.

Flowers & quality

Will my flowers look exactly like the photo?

That is the aim. Fresh flowers are seasonal, and occasionally a stem shortage means a substitution — in which case we match the value, style and colour palette, and the quality of your order is maintained.

How long will my flowers last?

Our flowers come straight from Kenya's highland farms and are arranged on the day of delivery, so with simple care they last a week or more. Trim the stems at an angle, use clean water, refresh it every two days, and keep the vase out of direct sunlight and away from ripening fruit. See our Flower Care Guide.

How do I care for flowers that arrive in a box?

Flower boxes come with a foam insert soaked in water and flower food, which keeps the blooms fresh where they sit. Top up the foam with a little water every couple of days and keep the box out of direct sun.

Corporate gifting

Do you handle corporate and bulk orders?

Yes — branded corporate gifts, hampers and flowers for companies across Kenya, delivered to a single address or split across many. Write to diana@purpink.co.ke and see our Corporate FAQs.

How long do corporate orders take?

It depends on what you choose. Some packages we can turn around the same day; branded, personalised or large-volume orders take longer. We confirm a timeline when we quote, before you pay.

Do corporates get a discount?

We offer a discount based on the order — the package chosen, the quantity, and the scope of branding. Once you have selected what you want, we share your discounted price.

Can I get a sample first?

Yes. Samples are purchased first, then we expedite delivery to your address.

Our shops

Where are your shops and when are they open?

Six branches across Nairobi, open Monday to Saturday 9:00 AM – 7:00 PM and Sundays 9:00 AM – 4:00 PM.

Can I collect my online order?

Yes, free of charge. Select Store Pickup at checkout and we will let you know when your order is ready. Sunday orders must be collected before 4:00 PM.

Privacy & security

Can I trust Purpink with my money and payment details?

Yes. We are trusted by over 10,000 customers in Kenya — see Our Reviews. Card information is encrypted using SSL and we follow all PCI-DSS requirements.

What do you do with my data?

We handle personal information under the Kenya Data Protection Act, 2019. We use it to process and deliver your order and to support you, and we do not sell it. Read our Privacy Policy, or email diana@purpink.co.ke to access, correct or delete your data.

Will you use a photo of my gift on social media?

We sometimes share photos of finished arrangements and hampers, taking care not to show anything that identifies a customer or recipient. If you would prefer we did not, just tell us when you order.

Still stuck?

Call or WhatsApp 0702 100 100  |  Email diana@purpink.co.ke
Or browse the Help Centre, Delivery Policy and How To Order.