Dress like the queen you are.

Yes. Message us on WhatsApp (0721 315 784) with the item name, size and where you are. We'll reply with the total, the delivery fee and our payment details, and you can pay once you're happy.

Your bag shows our M-Pesa Till or Paybill number and the business name that should appear on your phone. Before you enter your M-Pesa PIN, check that the name on the screen matches. If it doesn't, stop and call us on 0745 064 840. Never pay to a personal number sent by someone you don't know, even if they say they work for us.

We reply as soon as we see your message, usually within 30 minutes during shop hours (Monday to Saturday, 8am to 7pm). If you order after hours, we confirm first thing the next morning. Your order has an ID that starts with QB, so keep it handy if you contact us.

Message us straight away with your M-Pesa confirmation. If you paid too much, we'll refund the difference or keep it as credit, your choice. If you paid too little, we'll tell you the balance. If you sent money to a number that isn't ours, contact M-Pesa customer care immediately, because only they can reverse a payment, and the sooner you ask the better.

You're always welcome to pay at our shop in Mosoriot, in cash or by M-Pesa. Pay-on-delivery may be possible for some local orders. Ask us on WhatsApp and we'll tell you before you order, so there are no surprises.

Yes, as long as it hasn't been sent out. Message us as soon as possible and we'll change the size, swap the item or cancel and refund you. Once an order is on its way, our exchange policy applies instead.

We'll tell you right away and give you three choices: a similar item, store credit, or a full refund. The choice is yours, and you won't be charged anything extra.

Local delivery in Mosoriot and nearby is free above KES 5,000 and a small fee below that. For Eldoret, Kapsabet, Nairobi and other towns, the cost depends on the courier or bus service. We confirm the exact delivery fee with you on WhatsApp before you pay, never after.

For orders sent by courier or bus, we send you the receipt, the vehicle or courier details and the rider's or office's phone number, so you can follow it and collect it with confidence. For local deliveries, our rider calls you before arriving.

Tell us a better time, or send someone you trust to receive it. We can also arrange a pickup point that suits you. Just let us know on WhatsApp.

Of course. Put the receiver's name, phone number and location at checkout. Tell us if you'd like a short gift note and we'll include it, and we won't put the price in the parcel.

If an item doesn't fit or isn't what you expected, message us within 24 hours of receiving it. It must be unworn, unwashed and in its original condition, with any tags or packaging. Send us a photo, and we'll arrange an exchange for another size or item. If the new item costs more, you pay the difference, and if it costs less, we'll credit the balance.

That's on us. Message us within 24 hours with a photo, and we'll replace it or refund you, including the delivery cost. You don't have to argue your case, just show us the problem.

For hygiene and safety, we can't take back skincare, makeup or perfume once it has been opened or used, unless it's faulty or damaged. Sealed, unopened products can be exchanged within 24 hours. If you're unsure which product suits you, ask us before ordering and we'll help you choose.

Try them on indoors on a clean floor so they stay in perfect condition. If the size isn't right, message us within 24 hours and we'll exchange them for another size, as long as they haven't been worn outside.

Everything we sell is new and checked before it goes out. Before you pay, ask us for real photos or a short video of the exact piece on WhatsApp. If you're near Mosoriot, you can also come to the shop and see it in person.

Use the size guides on this page and measure yourself with a tape. If you're between sizes, message us your height and usual size and we'll recommend the best fit. For shoes, measure your foot length against the chart and choose the closest size.

Ask your child to stand on a sheet of paper, mark the longest toe and heel, and measure the length in centimetres. Check it against the kids' chart and add about 1 cm of growing room. Send us the measurement on WhatsApp if you'd like us to confirm the size.

Tell us what you usually like: fresh and clean, sweet and fruity, warm and woody, or rich like oud. We'll describe the options and suggest what to try. A few things are worth knowing: scents smell different on every skin, and a gift set is a good way to try a new one.

Yes. Send us the list, each child's shoe size and class, and we'll tell you what we have and the total. We can pack each child's items separately and label them with the child's name. Order early, as popular sizes sell out as the new term gets closer.

Tell us using the "Can't find what you need?" box in the shop, or message us on WhatsApp. We'll check what we have and, where possible, source it for you and tell you the price and time before you decide.

Tap the account button at the top of the page, then "Create account". You need your name, your phone number and a 4-digit Club PIN. It's free and takes about a minute.

No, and please never use your M-Pesa PIN. Your Club PIN is a separate number you choose just for your Queen's Club account. We will never ask for your M-Pesa PIN.

You earn 1 point for every KES 100 you pay. When you order, the points show as "pending". Once we confirm your payment, they're added to your balance. You can check your points any time under "Account".

Every 100 points is worth KES 500 off your next order. Open your account, tap "Redeem", and send us the message. We'll confirm and give you the discount before you pay. One discount code can be used per order.

Message us on WhatsApp from the number on your account, and we'll reset your PIN. If you've changed numbers, tell us your old and new numbers so we can move your points across.

We're a real shop in Mosoriot with a real phone number and a map. You can call or visit us, ask for photos before you pay, and check our business name on M-Pesa before you send money. Every order gets an order ID, a confirmation from us, and our exchange promise.

We use your name, phone number and location only to process and deliver your order and to run your Queen's Club account. We share your name, phone number and location with a rider or courier only so that they can deliver your parcel. We don't sell your details. You can ask us to delete your account at any time.

Our numbers are 0721 315 784 on WhatsApp and 0745 064 840 for calls. If someone from a different number asks you to pay, check with us first. We will never ask for your M-Pesa PIN, a password, or a "refund fee".