Frequently Asked Question
Answers to the questions we are asked most often. If yours is not here, call or WhatsApp us on 0718 218 217 and we will help.
What payment methods do you accept?
We accept M-Pesa. Payment goes to Paybill 247247, account number 841441. Your order is processed once we have matched the payment to it.
How do I pay using M-Pesa?
On your phone go to M-Pesa → Lipa na M-Pesa → Pay Bill. Enter business number 247247, account number 841441, then the amount shown at checkout. Use your order number as the reference where the field allows it, and keep the confirmation SMS.
How long will my order take to arrive?
Orders are packed once payment is confirmed, and we message you when yours leaves the shop. Delivery within Nairobi is normally quicker than upcountry delivery. The estimate and charge for your address are shown at checkout before you pay. Full details are on our Shipping & Delivery page.
Can I collect my order instead of paying for delivery?
Yes. Collect from Iconic Business Place, Moi Avenue, Shop B5, Nairobi, Monday to Friday 9:00am to 8:00pm and Saturday 11:00am to 3:00pm. Please wait for our message confirming your order is ready before travelling, and bring your order number and M-Pesa confirmation.
Call or WhatsApp
0718 218 217 — Mon to Fri 9:00am to 8:00pm, Sat 11:00am to 3:00pm.
Send a message
buy@verlinnaturals.com. We reply during working hours.
Visit the shop
Iconic Business Place, Moi Avenue, Shop B5, Nairobi.
More answers
You have 30 days from delivery to request a return, and items must be unused and in sealed original packaging. Opened cosmetics cannot be returned for hygiene reasons unless they are faulty, damaged or not what you ordered. If anything arrives damaged, missing or incorrect, tell us within 48 hours and we will replace or refund it. See our Refund & Returns Policy.
Stop using it and get in touch. Natural does not automatically mean gentle, and any ingredient can irritate a particular person. Always patch-test a new product on your inner forearm for 24 hours before applying it more widely. Depending on the circumstances we may offer an exchange for something better suited to your skin, or a refund.
Skin cells take roughly a month to turn over, so give any new routine at least eight weeks of consistent use before judging it. Pigmentation is slower again, typically eight to twelve weeks for surface marks and longer for deeper ones. Changing products every fortnight means you never get a clear read on any of them.
Somewhere cool and dry, out of direct sunlight, with lids closed firmly. Heat and sunlight degrade active ingredients and shorten shelf life. Avoid leaving products in a car or on a sunny windowsill.
Tell us what you are dealing with and we will point you to the right thing rather than the most expensive one. Call or WhatsApp 0718 218 217, or email buy@verlinnaturals.com. If you have a persistent or painful skin condition, please see a dermatologist as well.
Phone or WhatsApp 0718 218 217, email buy@verlinnaturals.com, or visit the shop at Iconic Business Place, Moi Avenue, Shop B5, Nairobi. We reply during working hours, Monday to Friday 9:00am to 8:00pm and Saturday 11:00am to 3:00pm.
