Last updated: 25 August 2026
We want your flowers to arrive fresh, on time, and just as you hoped. This policy explains how delivery works and what to do if something is not right.
Where we deliver
We deliver across Nairobi and its suburbs. For a delivery outside Nairobi, contact us before you order and we will confirm whether we can reach you and at what cost.
Delivery fees
Delivery is charged in addition to the price of your flowers and is shown at checkout before you pay: a flat fee of KES 300 within Nairobi, and pickup from our shop at Nextgen Mall, Mombasa Road is free.
Delivery times
We prepare each order fresh and deliver within one to two working days. Same-day delivery within Nairobi is possible for orders placed before 10:00; call or WhatsApp us to confirm. For events and large orders, we agree the delivery time with you in advance.
Getting delivery right
Please give us a complete delivery address and a phone number we can reach on the day. If no one is available to receive the order, or the address is incomplete, we will contact you to arrange redelivery, which may involve an extra fee.
Fresh flowers and substitutions
Flowers are natural and seasonal, so the exact blooms and shades may vary slightly from the photos. If a flower is unavailable, we may substitute one of equal or greater value while keeping the overall look and feel. If you need an exact match, tell us in advance.
If something is not right
Fresh flowers are perishable, so they cannot be returned like ordinary goods. If your order arrives damaged, wilted, or is the wrong item, please contact us within 24 hours of delivery, with a photo, and we will replace the item or refund you. of delivery, with a photo where possible. We will make it right by arranging a replacement or a refund, as appropriate.
Cancellations and changes
Because we prepare orders fresh, please tell us as early as possible if you need to change or cancel: cancellation is free up to 24 hours before the delivery date; after that the flowers have already been prepared, so we can move the delivery date but cannot refund. Once an order has been prepared or dispatched, it may not be possible to cancel it.
Refunds
Where a refund is due, we process it back through the original M-Pesa payment within seven working days.
Contact us
Need help with a delivery? Email info@purpleheartke.com, call 0715 207 744, or message us on WhatsApp. We are here to help.