FAQs

We guarantee a 3-hour delivery window for orders placed before 4 pm in Nairobi, next-day delivery for orders placed after 4 pm, and delivery within 24-48 hours for areas outside of Nairobi. Orders outside of Nairobi are delivered through a logistics partner Fargo Courier.

We accept payments through M-Pesa direct and all major cards. Debit and credit cards are processed using Pesapal.

We deliver throughout Kenya via Fargo Courier. Orders received by 12 noon are usually delivered the next day. Shipping cost is automatically calculated at checkout for all orders outside Nairobi.

You may place your order at any time on our website. Deliveries are done every day of the week throughout the year (except on the 25th of December)

Members can tell how many points they have by logging into their user accounts. . For non-registered customers, we encourage that you register here to start earning points for every purchase you make with us.

Our Goods come with guarantees that cannot be excluded under the Kenyan Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Goods repaired or replaced if the Goods fail to be of acceptable quality and the failure does not amount to a major failure.

If your purchase is faulty, damaged, incorrectly described or breaches a consumer guarantee, we will be happy to provide you with either a refund or exchange upon presentation of your proof of purchase. If this purchase incurred a delivery fee, we will also cover the cost of the delivery fee for the return of the Goods back to us.

Please note that goods (including food) will not be accepted by TWB Cellar Limited (trading as The Wine Box) for a refund or exchange due to a change of mind.