Terms & Conditions
Terms & Conditions
Welcome to NAYA’s Atelier. Please read these Terms & Conditions carefully before placing an order. By placing an order via our website, email, WhatsApp, or Instagram, you agree to the following guidelines.
Order Process
- Orders are placed via our official storefront (naya.ke), Instagram DM, WhatsApp, or email.
- Same-day or last-minute orders are subject to availability and are not guaranteed.
- All floral orders are pre-paid and confirmed upon receipt of payment.
- Payment on delivery is available only for select repeat clients within approved locations and at our discretion.
Natural Variations
Flowers are natural products and variations in colour, size, and bloom stage are to be expected.
While we strive to replicate referenced images, the final arrangement may differ slightly due to seasonal availability or morning market supply. Overall style, palette, and value will remain strictly consistent with the selected order.
Substitutions
If a specific flower or foliage is unavailable:
- Suitable premium substitutions of equal or greater value will be made.
- Overall design and value will be maintained.
- Where a significant change is required, we will contact you before preparation where possible.
Delivery & Collection
Delivery:
- Hand delivery is available within Nairobi.
- Delivery windows are scheduled within the day (Morning or Afternoon).
- Timing may be affected by traffic or unforeseen logistical delays.
- Please ensure the recipient is available at the delivery location. Failed delivery attempts due to recipient unavailability may incur a redelivery fee.
- Clients must provide: Preferred delivery date, Full delivery location, Recipient name & contact, and Sender contact.
- Once delivered and received in good condition, responsibility transfers to the recipient.
Collection:
- Collection is by prior confirmation only at the Karen studio.
- If running late, kindly notify us in advance.
Cancellations & Refunds
Standard orders are typically prepared on the same day and scheduled for next-day delivery. Custom or large orders may require 1–3 days preparation time.
- Cancellations for standard orders must be requested within 6 hours of payment.
- Cancellations for custom or large orders must be requested at least 48 hours before delivery / collection.
- Approved cancellations will incur a 10% administrative fee.
- Once preparation, sourcing, or design work has begun, cancellations may not be eligible for a refund.
Peak Dates & Special Occasions
Peak dates (Valentine’s Day, Mother’s Day, Eid, graduations, and major holidays) operate under high-volume scheduling. During these periods: Limited menus and revised pricing may apply; Customisation may be restricted; Early booking is strongly advised.
Privacy
Client information is used only to process and manage your order. We do not share personal information with third parties.
Allergies & Safety
Some flowers or foliage may cause allergic reactions. Please inform us of any known allergies when ordering. Certain flowers may be harmful to pets or children; arrangements should be kept out of reach where necessary.
Enquiries & Quality Concerns
Any concerns must be raised on the day of delivery with clear photos. We are committed to quality and will review genuine issues promptly. For enquiries, please contact us via Instagram DM, WhatsApp, or Email ([email protected]).
Changes to Terms
We reserve the right to update these Terms & Conditions at any time. Continued use of our services constitutes acceptance of any updates.
By placing an order, you confirm that you have read, understood, and agreed to these Terms & Conditions.