Orders & Returns Policy





You can choose, through our one step checkout process, to use M-pesa Paybill to make your purchase.



Billing Questions

For your own security and protection,  Tayella Beauty will pre-authorize the full amount of your purchase plus applicable VAT and shipping fees to verify your billing address and payment information. Any pre-authorization for failed or canceled orders will drop off your account within 1-7 business days depending on your financial institution. Tayella Beauty will collect payment and post the actual amount of the purchase only when your order is shipped from our Eldoret  Branch. Tayella Beauty charge will be listed on your debit/ credit card bill and the total amount charged.

Order Status & Modifying Orders

Before you place your order, you can view the contents and the total amount in your shopping basket. Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.

Click here for more details about your Order Status. You can return your items free of charge for a credit to your account.

Problems with Checkout
  1. Verify that your billing address on your debit/ credit card bill is exactly the same as you have entered.

  2. Call your bank to ensure that your bank has recently updated their online transaction database. In some cases, the address they have entered in their online address verification system is outdated.

  3. You may want to try an old address, because in some cases, it takes a while for banks to update their information. 


**Please be aware that with each submission, you may place another hold on your funds for the total amount of the order. In many cases, submission with a valid credit card number with an incorrect billing address will still result in a hold on your account. If this occurs, please note that those authorizations will drop off your account within 2 – 4 business days depending on your issuing bank. Please contact your bank for further questions.

Partially Canceled Orders

Out of Stock Item After Order has been Placed

If an item in your order is out of stock after your order has been placed, the out of stock item will be canceled from your order and you will receive notification via email. All in stock items in your order will be shipped to you. If you would like to be notified when the item is back in stock, please visit the product page and sign up for the “email me when in stock” alert. 

Shipping Fee and Partially Canceled Order

If you met the KES 10,000 minimum free shipping threshold when your order was placed but part of your order was canceled by Sephora, the order will still ship for free.


If you are not completely satisfied with a Tayella Beauty purchase for any reason, please review our return, refund, and exchange policies below for both online and in-store purchases. Products must be returned in new and unopened condition not more than 7 days after the purchase date. Tayella Beauty monitors return activity for abuse and reserves the right to limit returns or exchanges in all instances. All returns are subject to validation and approval at Lintons’ discretion.

Return Policy

Tayella Beauty Online purchases can easily be returned for FREE to any of our locations for fast processing. We regret that we are unable to refund your original shipping charges, if applicable. Please bring your original packing slip with you. Contact your financial institution for information regarding the time frame to reflect the reversed transaction

In-store purchases may be returned if the product is new and unopened within 7 days of purchase with a receipt at store of purchase for a refund in the same form of payment as your purchase was made. We do not refund tips.

Tayella Beauty is also happy to exchange your new and unopened online or in-store purchase for another product within 7 days of purchase.



When can I pick up my items?

You will receive a WhatsApp message, text message &/ email when your items are ready for pickup, typically within 1 day.

Where do I go when I arrive?

For your safety and the safety of others, we ask that when you arrive at Tayella Beauty you notify a Beauty Advisor that you are picking up an online order. Once inside the store, your items will be brought to you at the designated pickup station, typically located at the front of the store. 

How long will the store hold my reserved items?

You have two full days after you place your reservation order to pick it up before the items are reshelved. 

Can I extend the pickup window?

We are not able to extend pickup windows. If you aren’t able to pick up your order by the end of the second day, it will be canceled and you will not be charged. You can place another online pickup order or order online and have the items shipped to your home instead.

Can I have someone else pick up my order?

You may forward your “order ready for pickup” email to whomever you would like to pick up your order. 

What if some or all items are no longer in stock after I place my reservation?

We will notify you if an item is no longer available. Be sure to check your “order is ready” email to see what items are ready for pickup. In that email we will also tell you if any items are out of stock. You are welcome to get those items shipped to you instead or find another product once you’re inside the store and add it to your order.

What happens if I don’t pick up my order?

If you can’t make it, please let us know by canceling your order. We will put the items back on the shelf, but you can always reserve them again or get the items shipped.

How do I cancel my order?

You may cancel the order from the link in your email notifications. Also, you may visit the Order Details page to see the status of your order. You can cancel your order any time before the pickup window ends. If you don’t pick up an order within the pickup window, it will automatically be canceled.

How do I return my purchased item(s)?

Returns can only be made in store and within 7 days after purchase date (the date you picked up and paid for your order). Please bring your receipt to the store. 

What is Tayella Beauty’s approach to health and hygiene?

We have taken great care to safeguard the shopping experience in stores. We follow the set guidelines given by MOH in tandem with extensive supplemental safety measures, which includes extensive employee training. 


Tayella Beauty occasionally offers promotions through emails and advertisements. You will always receive free shipping on merchandise orders over KES 10,000. As a registered member you may be eligible from time to time to receive email promotions and offers that include special codes for special free samples, free shipping, or other promotions.

**Please note that excessive abuse or misuse of promotions and codes may result in order or item cancellation. In order to allow fair redemption and distribution of promotions to all our registered clients, Tayella Beauty may restrict redemption to one per client.


Promotion Codes – Beauty Offers

We often offer new deals and promotions. To redeem the offer of your choice, enter the promo code shown. Each promotion may have minimum purchase requirements (taxes and shipping are excluded) and use limitations. Enter the code on the Basket page during Checkout. You will see the promotion reflected in your shopping basket on the Order Confirmation page. For more details about a specific promotion, you can click on the description link that is provided in your shopping basket. All promotion codes are available for a limited time, while supplies last, and cannot be used once expired. These promotions are not redeemable for cash.