How can I exchange a product?

Our purpose is to make our customers look and feel good. That is why we accept to exchange products for you if done within 30 days after purchase. Carry your original receipt and the product you wish to exchange still in its original packing and present this to the cashier. The product(s) will be verified to confirm that they are in good condition. We however do not accept to exchange products on sale or purchased on special discount and undergarments.

Can I exchange products between stores of the same brand?

Yes, an exchange can be done across our various brand stores as long as you have the receipt and product is not tampered with.

Can I return a product and get cash refund?

We aim to sell quality products to you, our customers. Unfortunately we do not give cash refund.

What are Jade collection Limited store timings?

Kindly refer to the store locator on the home page to direct you to each of our store locations and their opening and closing time.

How do I find out when there’s a Jade Collection Limited store sale on?

We would like you to keep shopping with us as we provide you the best deals. You can stay connected and follow us on the Jade Collection Kenya social media pages – Facebook, Twitter, Instagram, Tik Tok and WhatsApp, as well as any other advertising channels that we may advertise our products.

What are your fitting room rules?

We aim to make your shopping experience personal and enjoyable. We provide separate fitting rooms for each gender, total privacy and monitoring of merchandise in the fitting room. Store management reserves the right of admission.

Where’s my nearest Jade Collection shop?

You are always welcome to visit any of our stores. Click on Store locator Link and allow us to direct you to our nearest store to you.

How do I report a complaint?

We always want to hear from our customers.

Customer help line: 0800 722722.

How can I find out when a product will be in stock?

Contact your nearest store to know whether it is available for purchase.

Can I reserve products in store?

Yes you can. We will reserve your item(s) for 3 days maximum. There’s no cash deposit required for this. We will however, take down your name and contact details to follow up with a phone call regarding your purchase and to notify you when your reservation period is almost over.

Can I buy a Jade Collection voucher as a gift for someone else?

Yes, our gift vouchers make for a perfect gift. We are happy to have you introduce someone else to our Jade Collection products.

How do I redeem my gift voucher?

Gift vouchers may be presented for redemption at any Jade Collection store and you are at liberty to shop for products worth the value of the gift voucher. Any amount in excess of the gift voucher amount can be settled in cash, Mpesa or credit card.

How can I find out about the latest career roles at Jade Collection?

We are always looking for people with the right skills and attitude to join our team. Send your CV to

What period are gift vouchers valid for?

All gift vouchers purchased are valid for a period of 3 months.

Can I Shop Online?

Yes you can! Our site is an Ecommerce/Online shop! Contact us on numbers provided in case you experience any challenges.

What modes of payment are accepted at Jade Collection stores?

To make your shopping experience easy and hassle free, we accept cash, Mpesa, Mtuza, debit cards, credit cards and Jade Collection gift vouchers as a way to settle you bill.

What are you delivery timelines?

  • We deliver within 24 hours in Nairobi. However, orders made by 3pm can be delivered within the same day.
  • We deliver within 48 to 72 hours outside Nairobi.
  • Orders made after 3pm on Saturdays as well as orders made on Sundays and public holidays may however experience delay in delivery, but will be given first priority on the next working day.

How do I follow up on my online order?

You can DM us on our social media pages;

  • Facebook – Jade Collection Kenya
  • Instagram – @jadecollectionke
  • Twitter – @jadecollection4
  • Tik Tok – @jadecollectionke

You can also send us a WhatsApp message or call us on +254 712 878919, or even email us on