Terms & Conditions

At WILD at HEART Kenya, we try to go out of our way to keep our customers happy! In the usual way, we kindly ask you to please read our small Terms & Conditions documents carefully before shopping with us. If you still have concerns or questions, please email us at info@wildatheartkenya.com


These Terms & Conditions will apply to all transactions placed online, over the telephone or by mail order with WILD at HEART Kenya. Please read carefully before placing any order. All contracts shall be governed by and construed in accordance with English Law and any dispute between us will be resolved exclusively in the courts of England and Wales. Nothing in these terms and conditions will be deemed to affect your statutory rights. By using this site you are agreeing to these Terms and Conditions.


We are pleased to accept orders by online transaction via secure server.  All credit / debit card transactions are subject to validation checks and are authorised by the card issuer. We accept MasterCard, Visa, Delta, Switch, Maestro, Solo and American Express. If the issuer of your card refuses to authorise payment to us, we will not be liable for any delay and / or non-delivery of your order. No orders will be accepted or processed without a valid card payment in the name of the registered cardholder.



We aim to dispatch goods within 2 working days, excluding weekends and UK bank holidays. If there is a delay for any reason, we will notify you as soon as possible so that you can change or cancel your order, if necessary. 

If we have periods where we are unable to ship, we will put a notification of the dates this applies, plus notification of the date that shipping will resume, on the home page of our store.

Before you finalise and submit your order please ensure the delivery address is correct, and includes the correct postcode.

Domestic Shipping: We use Royal Mail for either Standard Delivery or 'Tracked' Delivery depending on the service you choose at checkout. For Standard UK delivery please allow up to 5 working days.

  • Standard Delivery has NO tracking
  • 'Tracked' shipping provides a tracking number and we recommend this option.  

If your package is lost when using the 'Tracked' option, we will provide a replacement free of charge.

International Shipping: We use Royal Mail 'Standard' delivery for international packages or International 'Tracked', depending on the service you choose at checkout. We highly recommend selecting the 'Tracked' shipping option for non-UK destinations. Please remember that you are liable for any duties and taxes payable in your country.

  • Standard Delivery has NO tracking
  • 'Tracked' shipping includes 'tracking' for your parcel and we recommend this option.  

Please allow a minimum of 30 days for delivery to all non-UK destinations; please be aware that there are instances of some packages taking up to 8 weeks to arrive due to Customs delays in the receiving country. Please note that all deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. This may affect the delivery time to your address, until settlement is complete. All applicable duties, fees and any additional charges are outside of our control; please be aware that you will be responsible for these payments.

Returns Policy

We offer a 14 day returns policy, valid from the date the goods are received. We are confident that you will be pleased with your purchase, but in the unlikely event you are not happy, we are delighted to refund or exchange items as you prefer. Please ensure that you thoroughly check all items on receipt of your order, as faulty or damaged items must be reported within 7 working days of receipt.

For a refund or exchange, please return the item/s in all original packaging/labelling and unmarked and unworn, via a tracked delivery method to the following address:

161 The Grampians
Shepherds’ Bush Road
W6 7NB
United Kingdom

Please note we are unable to refund or exchange items if they have any signs of wear or marking. Refunds will be made once the items have been received and checked.

If you need to return an item from an international address, please note that customs duties are not always refundable or fully refundable. This varies depending on your country’s individual regulations. For more information on your country’s import policy, please check with your local Customs office.

Faulty Items

We are always very disappointed should our customers ever receive a faulty item. Please note that ‘faulty’ does not include the small variations in materials, colours, patterns, leather etc. which are all part of the handmaking process, from the artisans creating every design as unique. Please ensure that you check all items on receipt of your order, as faulty or damaged items must be reported within 7 working days. Should your purchase be faulty please email us immediately at info@wildatheartkenya.com and make us aware of the problem – a photo of the issue is welcome. We are happy to accept unworn/unused goods back within 14 days of receipt, for either exchange or refund of the purchase price of the goods.

We will refund the original purchaser for any return costs of faulty goods and if you decide not to replace the item, the original delivery cost if applicable. To be eligible your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require the receipt or proof of purchase. We are unable to accept the return of any item not in its original condition, either damaged or missing parts/packaging for reasons not due to our own error.

Please ensure all designs are returned in a new and unused condition with the original bags/tags etc. in place. As we cannot be held responsible for non-receipt of returned goods, please ensure you use a 'Tracked' delivery solution to enable us to complete your refund/exchange. Items lost in transit will not be treated as returned.

Please return faulty items via a tracked delivery method to the following address:

161 The Grampians
Shepherds’ Bush Road
W6 7NB
United Kingdom

Missing Delivery

If you contact us to say that you have not received your order, we may ask you to check around your house/garden and/or with neighbours, as your parcel may have been left in a safe place/with a neighbour. With international shipments (outside the UK) we normally allow 30 days before we regard a parcel as lost, due to potential delays created by local Customs import processes. If your shipment still hasn't arrived after 30 days we will gladly send a replacement.

Shipments Returned to us as Undelivered

If your parcel is returned to us for any reason, including but not limited to:

  • Unclaimed
  • Attempted - Not Known
  • Temporarily Away
  • Denied Due to Customs Charges
  • Incomplete/Insufficient Address
  • Undeliverable as Addressed
  • No Mail Receptacle
  • Prohibited Import / Denied Entry by Customs
  • Refused, etc.

once the parcel arrives back with us and checked, we will notify you by email that it has been returned and why. We will either issue a refund for the purchase price of the products minus the shipping cost, or, if you request that we send it again you will be responsible for the additional return shipping fees. 

Incorrect Address

f the shipping address on your order is incorrect or incomplete, please note that we cannot change the delivery address after an order has been shipped.

If you've made an error in the shipping information on your order we cannot be held responsible for any:

  • transit delays
  • fees
  • loss of package
  • other delivery issues


We can exchange items if they are the wrong size, defective or damaged. If you need to make an exchange for the same item or in a different size, send an email to info@wildatheartkenya.com with details of the faulty item or sizing issue as soon as possible (photos welcome) so we can assist you with the best way to solve the issue. If the size you require is not currently available, we need to confirm with you if we can supply it in the time you need, or send an alternative option. 

As we cannot be held responsible for non-receipt of returned goods, please ensure you use a 'Tracked' delivery solution. Items lost in transit will not be treated as returned. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Amendments and Cancellations

Amending Your Order

We're sorry that in some circumstances it's not possible to make changes to your order once you've placed it. However, if we can help we always will so email us at info@wildatheartkenya.com and we’ll do our best! If your order has not been dispatched we will issue a full refund.

Cancelling/Amending Your Order

If you've changed your mind about your order then you have a legal right to change your mind within 14 days after the day you received the order. You may amend or cancel your order by emailing us at info@wildatheartkenya.com and letting us know within the 14 days period.   

If you have received your order then you must return it to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of your order to us.

You will have to bear the direct cost of returning the products to us. Items lost in transit will not be treated as returned so we strongly recommend that you return items using a ‘Tracked’ service.

Once we receive your returned order, we’ll refund the person who originally placed and paid for the order. Please note we are not able to refund any postage charges. It's important that any unwanted item, unless faulty, is returned in its original condition and we expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused. Please include your invoice/delivery note with the returned items.

Products, Prices & Content

Whilst every effort is made to ensure the pictures and colours depicted on the site match as closely as possible those of the actual product due to technical limitations, patterns, small details, and some colours may vary. This is due to the entirely handmade process from start to finish which the artisans create, to make each design unique.

All prices are shown in pound sterling (£).

Prices, product descriptions and specifications are checked to the best of our ability, and whilst huge effort has been made to make them accurate, no responsibility will be accepted for errors and omissions. (That said, if you spot a mistake, please do let us know so we can put it right.)

We reserve the right to alter our prices and specifications without notice.


WILD at HEART Kenya does not have access to, or keep your credit or debit card details. Our store is hosted on Shopify Inc. who host and manage the WILD at HEART Kenya store.  Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

For our customers based in Europe, we have to inform you that a ruling by the European Court of Justice (ECJ) decided that the agreement (Safe Harbour Framework) which used to automatically allowed the transfer of data between the EU and the U.S. is no longer valid.  So, while the paper-pushers re-negotiate we are legally obliged to make you aware that, if based in the EU, you have to consent to your information being transferred to the United States because that’s where WILD at HEART Kenya’s shop solution (Shopify) is hosted. By continuing with your purchase(s) you will be deemed to have given your consent. Hopefully the bureaucrats will sort it out and common sense will prevail soon!


If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).  

Your browser will confirm that you are shopping in a secure environment by showing a locked padlock icon or an image of a key in your browser.

Age of Consent

By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

Copyright – Images & Text

The content and photographs used on this website are owned or licensed to WILD at HEART Kenya. Please do not use them without permission; we nearly always say yes to a polite request to use them with a short licensing agreement, in direct association with our special designs, as this will ultimately help our artisans and Kenya’s wildlife conservation efforts benefit from more sales. We always accept thanks in cake form.


We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free. You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you. You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind.

In no case shall WILD at HEART Kenya, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors in Kenya or UK or elsewhere be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.


You agree to indemnify, defend and hold harmless WILD at HEART Kenya, and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms & Conditions or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.