Help
Frequently asked questions
Quick answers about ordering, payment, delivery and our products.
Ordering
How do I order?
Add products to your order and tap Send order on WhatsApp, or tap Order on WhatsApp on any product. WhatsApp opens with your message already written, so you only need to press send. We then confirm availability and your total.
Do I need an account or to pay on the website?
No. There is no account and no online checkout. Everything is arranged with us personally on WhatsApp.
Which products are right for my skin?
Each product page says who it is for. If you are not sure, message us on WhatsApp, tell us about your skin, and we will help you choose.
Payment and delivery
How can I pay?
Most customers pay by M-Pesa, and bank transfer is also available. We confirm your order first, then you pay. We do not offer cash on delivery.
Where do you deliver?
We are based in Nairobi and serve Nairobi and surrounding areas. We also deliver to other parts of Kenya by courier, and we can send internationally.
How long does delivery take?
In Nairobi and surrounding areas, 1 to 2 days. Elsewhere in Kenya, 1 to 2 days where a courier can reach you that quickly, and otherwise the courier's usual time. Outside Kenya it depends on the courier and the country, and some destinations take 2 to 3 weeks.
How much does delivery cost?
Delivery charges vary by location. We confirm your total, including delivery, on WhatsApp before you pay.
Our products
Are your products natural?
Xiya's Organic is a botanical skincare brand, and our products are made with botanical ingredients. If you have a question about a specific ingredient, ask us on WhatsApp before you order.
Should I test a product first?
As with any skincare product, we suggest trying a small amount on your skin first. Stop using a product if you notice irritation.
Help
What if there is a problem with my order or my product?
Message us on WhatsApp and explain what happened. We will look into it and work with you to find a solution.
When do you reply to messages?
We usually reply between 8 am and 6 pm. You are welcome to message us at any time, and we reply as soon as we can.
Where are you based?
Nairobi, Kenya.