Shipping Policy

1. Delivery Areas & Timeframes

1.1 Kigali (Local)

• Same-day delivery: Orders placed before 12:00 PM EAT, Monday–Saturday
• Next-day delivery: Orders placed after 12:00 PM or on Sunday
• Cost: Free

1.2 Rwanda (Outside Kigali)

• Delivery time: 2–4 business days
• Cost: RWF 3,000 – RWF 5,000 depending on destination
• Coordinated via our courier partners for secure transit

1.3 East African Community (EAC)

• Countries: Kenya, Uganda, Tanzania, Burundi, DRC, South Sudan
• Delivery time: 5–10 business days
• Cost: Quoted at checkout based on weight + destination

1.4 International

• Delivery time: 7–21 business days (varies by destination)
• Cost: Quoted at checkout
• Customs duties + import taxes are the customer's responsibility

2. Order Processing

Orders are processed within 1–2 business days after payment is verified by IremboPay. Custom or made-to-order pieces may require additional time — you'll be informed at the point of order if so.

3. Packaging

Every piece ships in a Melah Luxe presentation box with a soft pouch. Orders over RWF 50,000 include a complimentary gift wrap on request.

4. Tracking

You'll receive a tracking link via email and SMS once your order is dispatched. You can also use our track-order page with your order number and email.

5. Insurance

All shipments include in-transit insurance up to RWF 500,000. Items above this value are shipped with bespoke insurance arrangements at no additional cost to the customer.

6. Failed Delivery / Re-attempts

Our courier will attempt delivery twice. If you're not available, we'll coordinate via WhatsApp to arrange a convenient time. After three failed attempts, the order is returned to our atelier and you'll be contacted to arrange next steps.

7. Address Accuracy

Please double-check your delivery address at checkout. We are not responsible for delays caused by incorrect or incomplete addresses. If you need to change an address after ordering, contact us within 2 hours.

8. Contact