Privacy policy

Last updated: July 18, 2025

At Totem Nairobi, your privacy matters. This policy explains how we collect, use, and protect your personal information when you shop with us — online or in-store.

Totem Nairobi operates this website using Shopify, a secure commerce platform that helps us deliver a seamless shopping experience (the “Services”).

By using our website or making a purchase, you agree to the terms of this Privacy Policy and consent to how your personal information is collected, used, and shared as described here.

What We Collect

We may collect the following information when you shop, browse, or communicate with us:

  • Your name, phone number, email, and delivery address

  • Payment details (processed securely - we do not store card information)

  • Order history and saved preferences

  • Device and browser data (IP address, location, etc.)

  • Pages you have viewed

How We Use It

We use your information to:

  • Process and deliver your orders

  • Communicate with you about purchases or store updates

  • Send occasional offers or announcements (if you opt in)

  • Improve how you experience our site

  • Ensure secure payments and prevent fraud

How Your Data Is Shared

We only share your information with trusted third parties as needed - like Shopify, delivery partners, or payment processors - and only to help serve you better. We never sell or rent your data.

Your Rights Under Kenyan Law

Totem Nairobi adheres to the Kenya Data Protection Act (2019) and is committed to protecting your rights as a data subject. These include your right to:

  • Access the personal information we hold about you

  • Correct inaccurate or outdated data

  • Request deletion of your data

  • Object to certain uses, including marketing

  • Withdraw consent at any time

To exercise any of these rights, simply email us at hello@totemnairobi.com.

Cross-Border Data Transfers

Because Totem Nairobi uses Shopify to power this website, some of your information may be securely processed outside Kenya. Shopify complies with international privacy standards to protect your data.

Security & Retention

We take data security seriously, but no system is 100% foolproof. We recommend avoiding insecure channels (like open WiFi) when making online purchases.
We keep your data only as long as necessary to fulfill your orders, meet legal obligations, or improve your experience.

Questions or Complaints

We’re here to help.
Email us at hello@totemnairobi.com or visit us at Nairobi Gate Industrial Park.

Need help?

FAQs

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.