Frequently Asked Questions
The things customers ask most often, answered properly. If yours is not here, message Stacey — she would rather answer than have you guess.
Ordering & payment
Do I have to pay before my order is confirmed?
No, and this is the part most people are relieved to hear. You build your bag on the site and send it through on WhatsApp at no cost. Stacey confirms the items are actually in stock, gives you a final total including delivery, and reserves them for you. Only then do you pay.
How do I pay?
By M-Pesa, to the Tacey Collections paybill. Full detail is on the delivery and payment page.
M-Pesa payment details
- Paybill number
- 714888
- Account number
- 47046
Pay only once Stacey has confirmed your items and the final total including delivery. Forward her the M-Pesa confirmation message and your order goes out the same day.
Why does ordering happen on WhatsApp instead of a checkout page?
Because for a boutique this size it genuinely serves you better. You can ask whether a shoe runs small, request a photo in natural light, or ask about a different colour — and get an answer from the person holding the item. You also keep a written record of exactly what was agreed.
The site does the browsing; WhatsApp does the conversation. See how ordering works.
Can you hold or reserve an item for me?
Yes. Message Stacey and she can hold something for a short window while you decide or arrange payment. Worth doing if an item is down to its last piece.
Delivery
How much does delivery cost?
Self-pickup in Nairobi is free. Nairobi CBD is KES 150, Nairobi suburbs KES 300, Kiambu and Thika KES 400, Mombasa, Kisumu and Nakuru KES 500, and the rest of Kenya KES 600. It is charged once per order, not per item. The full rate table is here.
How long will it take to reach me?
Within Nairobi, usually same day or next day. Kiambu and Thika take 1–2 working days, major towns 1–3 days, and upcountry 2–4 days. If a courier is running late, Stacey tells you before you have to chase.
My town is not on the delivery list. Can you still reach me?
Almost certainly. Message Stacey with your town and she will quote the courier fee before you commit to the order.
Do you deliver outside Kenya?
Not as a standard option, but ask. Message Stacey with your destination and she will check whether the courier can quote for it.
Sizing, stock & returns
How do I know what size to order?
Start with the size guide, which has EU, UK and US conversions plus clothing measurements. If you are between sizes, message Stacey — she can measure the actual item rather than quoting a generic chart.
Is the stock shown on the site accurate?
Yes. Stacey updates the stock counts herself, so the number you see is what is physically in hand. When something sells out the site says so, rather than taking your order and apologising later.
Can I return or exchange something?
If an item arrives damaged, or is not what was confirmed in your WhatsApp thread, message Stacey within 48 hours of delivery with a photo and it will be replaced or refunded.
Size exchanges are handled case by case. Items need to be unworn and in original condition. This is one of the advantages of a small boutique — there is a person who can actually make the call.
Can you source something you do not currently stock?
Often, yes. Send Stacey a picture of what you are after. A good share of the collection got here because a customer asked for it first.
Still looking?
Question not answered here?
Message Stacey directly. Real replies, usually within the hour during business hours.