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FAQs
Why can’t I checkout on the website?
Because our pieces are handmade, with textures and nuances that styled photos don’t always capture. For high ticket items, we invite you to browse and find inspiration here, but visit in person when you’re ready to make a purchase. It’s the surest way to ensure satisfaction - and value for your hard-earned money.
What is Totem Pro?
Totem Pro is our customer reward program. It is free and open to all our customers.
Members get early access to new arrivals, exclusive pricing, instalment payment options (lay-by) and invitations to private events. You can sign up directly via this link.
Is lay-by available?
Yes. Lay-by is offered exclusively to Totem Pro members. A 30% deposit secures your item, with the balance payable in interest-free instalments over 3 months. For full details or to activate a layby, contact us on WhatsApp.
Do you offer delivery?
Yes, we deliver within Nairobi and across Kenya. Delivery costs are calculated based on your location and will be shared at the point of order confirmation.
Can I shop through WhatsApp?
Absolutely. You can choose to complete your order via WhatsApp, where we’ll guide you through product details, payment and delivery.
Do you offer refunds/exchanges?
See our full Refund policy for more.
Why are your prices listed in USD?
Totem’s production, shipping, and warehousing costs are primarily billed in USD. Listing our prices in the same currency is a deliberate decision because it allows us to manage our supply chain sustainably and price with consistency.
That said, we do accept payment in KES.
Where are your products made - and why do you import?
Totem sources from across the globe. We work with artisan collectives, workshops, and small-scale producers whose techniques and materials align with our design language - natural, grounded, and enduring.
This includes partnerships with local makers in Kenya, Eswatini, Indonesia, Vietnam, and South Africa.
Can I customise an item?
We currently do not offer custom pieces. Every item is selected for its integrity as-is.
For trade clients or interior designers sourcing for projects, we’re open to discussing tailored options depending on volume and lead times. Reach out directly to explore possibilities.
Where is your warehouse located?
The warehouse is at Nairobi Gate Industrial Park along the Eastern Bypass. See location pin.
Our delivery promise
We deliver when we say we will. Your order will arrive safely, fully intact, and well wrapped. Our team assembles on-site and removes all packaging.
thoughtful resolution
Things don’t always go to plan. When they don’t, we’ll fix it - with care. We are committed to leaving you with a resolution that feels fair and considered.
Clarity is Care
We offer all the details - materials, care, scale, finish - so you know exactly what to expect. Because clarity is part of care.
secure checkout
We’re in a pause-and-build phase. When checkout returns, it will be simple, secure, and handled with the same care you have come to expect.