Find quick answers to the most common questions.
Are your products authentic?+
Yes. Every product is sourced directly from authorized distributors or the brand's official store. We guarantee authenticity.
Do you ship outside Kenya?+
Yes. We ship across East Africa — Uganda, Tanzania, Rwanda, and South Sudan. Delivery times and fees vary by country.
How long does delivery take?+
Nairobi: 1–2 business days. Other Kenyan towns: 3–5 days. Regional: 5–10 days.
Is my personal information safe?+
Yes. We do not sell or share your data. Payments are processed securely via M-Pesa and card gateways.
Can I return a product?+
Unopened items can be returned within 14 days. Faulty products can be returned within 7 days with a photo. See our Returns page for details.
How do I track my order?+
Once your order ships, you will receive an SMS or WhatsApp message with a tracking link. You can also track via your Account > Orders page.
Do you offer wholesale pricing?+
Yes! We have a B2B wholesale program for retailers and salons. Apply at /auth/register and select "Wholesale / B2B". Applications are reviewed within 1–2 business days.
What payment methods do you accept?+
M-Pesa (primary), Visa, Mastercard, and cash on delivery in Nairobi.
How do I know which product is right for my skin?+
Each product page lists skin type, key ingredients, and fragrance notes. Email us at hello@cerenityscents.com for personalized recommendations.
Can I cancel or change my order?+
Orders can be modified or cancelled within 2 hours of placing them. Contact us immediately via WhatsApp.
Still have questions?
We are happy to help. Reach out anytime.
Email Us