Customer Service
We're here to help! Contact our support team directly for assistance with orders, returns, or any questions.
Last Updated: 1st February 2026
Taiwill is a registered business in Kenya (BN-93SQZB9P)
How to Reach Us
Phone Support
Call us directly for immediate assistance
+254 797 201 493Mon-Sat: 8:00 AM - 6:00 PM (EAT)
Chat with us for quick questions and order support
+254 797 201 493Mon-Sat: 8:00 AM - 6:00 PM (EAT)
Send us detailed inquiries and we'll respond promptly
info@taiwill.comResponse within 24 hours
Visit Our Store / Drop-off Returns
Taiwill, Room SS1, 2nd Floor, Pilot Building,
Duruma Rd, Nairobi, Kenya
Working Hours: 8:00 AM – 6:00 PM, Monday to Saturday
Our Policies
Key Information
Refunds Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to the original payment method within 7 business days.
Important Notes:
- Original shipping fees are non-refundable unless the return is due to our error.
- Items not eligible for a refund may be returned to you at your cost.
- Return requests must be made within 7 days of delivery.
- Products must be unused, in original packaging, and in resalable condition.
Shipping Information
Shipping Cost:
KES 500 flat rate per order
Delivery Time:
Total estimated delivery: 2-7 business days from order confirmation
Order Processing:
Orders before 6:00 PM processed same business day
Coverage:
We ship exclusively within Kenya
Payment Methods
Accepted Payment Methods:
- M-Pesa: Pochi La Biashara to +254 797 201 493
- Direct Bank Transfer: KCB Bank A/C 121889669840570
- Cash on Delivery (COD): Available nationwide
Important Payment Terms:
• Bank transfers must be completed before order dispatch
• COD payment collected upon delivery after visual inspection
• All payments in Kenyan Shillings (KES)
Our Service Standards
Phone/WhatsApp
Immediate assistance during business hours
Email Inquiries
Response within 24 hours on business days
Order Processing
Same-day processing for orders before 6:00 PM
Issue Resolution
We follow up until your matter is resolved
Need Immediate Assistance?
Contact our customer service team directly for help with orders, returns, or any questions.
