Call to Order: (Retail) +254702 100 100 | (Corporate) +254791 200 000

Frequently Asked Questions

COVID-19 information for our customers

As the world goes through a tough time due to the COVID-19 pandemic, we want to stay safe and be mindful of other people's health, read the full newsletter here.

Q. How can I make an order on your website?

Placing an order on Purpink is very easy. View our How To Order page to get clear step by step instructions.

Q. What time will my order be delivered?

For same day deliveries (applicable to Nairobi only), we will deliver your items within 2 to 3 hours after you have completed your order and payment. That means you have completed the order on our site and made a full payment for it including delivery fees.

Delivery for all locations falling under Nairobi environs will be done in the afternoon hours between 1pm and 6pm for orders placed early during the morning hours

Q. How soon will my order be delivered if it is out of Nairobi Environs?

We do next day delivery for orders outside Nairobi at an extra charge of Ksh.500. We dispatch deliveries outside Nairobi a day earlier via the Fargo Courier team. Your delivery will be done between 9 am and 4 pm. Please note we are not able to influence their delivery timelines. 

Our Logistics team will send you the tracking number for your order via email to make it easier to follow up with the Fargo Courier team regarding your delivery.

NB: All orders to be transported via Fargo need to be completed at least by 4pm prior to the delivery date

Q. How will I know if my order has been delivered?

We will send you an email once your delivery is dispatched from our premises and once the order has been delivered.

In case of any inquiries or problems regarding your delivery, contact our logistics team at +254 756 300 300. Ensure you have your order number ready to make it easier for our logistics team to assist you.

Q. Will my order be delivered with a receipt?

Our receipts are sent via email once payment for your order has been completed. Upon request, we can deliver a physical copy to you.

When making a delivery, we send out riders with a delivery note which contains the details of the recipient and the items in the package. The prices of the items are not included on the delivery note.

Q. Can I pay on delivery?

Unfortunately, we do not accept payment on delivery. You are required to make full payments for your order as well as delivery fee before we can dispatch your order. If you would like to see how your order has been packaged, make a request through our customer service numbers +254 702 100 100 or +254 711 111 864 and photos will be sent to you before the items are dispatched for delivery.

Q. How can I get discounts or coupons?

The best way to know about our offers, discounts and sales is to sign up for our newsletter

To subscribe, follow these steps

- Go to the bottom of our homepage
- Enter your email address
- Click the Sign Up button

Q. How can I get a receipt when I order online?

An invoice will be sent to your email address once you complete your order. The invoice serves as the receipt. You can leave it in your email or print it out if you want to keep records.

Q. Can I make an order through phone or do I need to order on the website?

On off-peak days, you can place an order through the phone either through a phone call or via WhatsApp. Call or WhatsApp us on +254 702 100 100 or +254 711 111 864 to get assistance.

We strongly advice that you familiarize yourself with placing an order on the website. Why? During peak days, our agents may delay to place your order if given via call or whatsapp considering the increased workload. 

Q. Can I send an order anonymously?

Yes, you can. As you place your order, you can request that we do not disclose your details to the recipient. However, we strongly advice that you directly inform the recipient since most people would like to know who sent them such lovely flowers or gifts. 

Q. Will the flowers and gifts I order look exactly like what I see on the website?

We strive to provide you with the exact flower arrangement you see on our website. However, there are times we may need to make changes when there is a shortage of the product. You can be assured we will still maintain the same quality of your package in the case of any substitutions.

Q. Can I specify when I want my delivery to be done?

Yes, you can. We have an expedited delivery option where we dedicate one rider to deliver your order at the exact specified time at an extra cost of Ksh.1000. This option is applicable for locations within Nairobi county only.

For standard deliveries, it is not possible to specify an exact time of delivery. However, you can specify if you want your order to be delivered during the morning hours or during the afternoon hours.

Q. What if I am not happy with the flowers or gift delivered?

In the very rare case that there is a problem with the flowers we deliver, please contact our customer care team for assistance.

For more information on returns, view our Returns and Policy page. If you have any more questions about returns after reading our return policy, feel free to contact our customer care team at +254 702 100 100 or send us an email at sales@purpink.co.ke 

Q. What if the recipient is not at the specified location?

If the recipient is not at the address, we will schedule the package to be returned to our office and assigned to another rider once the location has been confirmed. Considering our delivery team is outsources, you may incur an extra delivery charge for the 2nd delivery. 

Q. What do I need to know about ordering personalized items?

Personalized items require a working day. If you order a personalized item today, you will receive it tomorrow. Before we can personalize an item, we will send you an artwork for approval either via Whatsapp or Email. The sooner you approve the artwork the earlier we can deliver your personalized item.

Kindly ensure you have given us feedback on the artwork before we close at 6 pm as late approvals may cause your delivery to be delayed to the next day.

Once you have approved the artwork and the order has been forwarded to our design team, we are not able to make any changes on the order

Q. Do you deliver on Sundays?

Yes, we do. Our delivery timelines are between 9:00 am and 4:00 pm.

Q. Can I trust Purpink with my money?

Yes, you can. When you make full payment for your order we will ensure we deliver your flowers or gifts in a timely manner and in good condition anywhere in Kenya. We are trusted by 10,000+ customers in Kenya. View Our Reviews to see what customers have to say about us.

Q. Can I trust Purpink with my payment information?

Definitely! We understand the importance of security especially for personal and sensitive information. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. We follow all PCI-DSS requirements and implement additional generally accepted industry standards.

For more information, view our Privacy and Security page