Shipping policy

Last updated: 22 September 2026

This policy applies to goods sold, sourced or procured by Artisanal Fifty Five Ltd, trading as Totem Nairobi.

It should be read together with Totem’s Terms of Service, Returns, Cancellations and Claims Policy and the applicable quotation, order confirmation or Project Agreement.

Totem may sell goods directly, procure goods from an independent supplier on a client’s behalf, or manage procurement through supplier relationships arranged for a particular project.

The applicable quotation, order confirmation or Project Agreement will identify Totem’s role and, where relevant, the parties responsible for payment, production, export documentation, freight, cargo insurance, importation, customs clearance, duties, taxes, storage and final delivery.

Where a project-specific document expressly contains different or additional shipping or delivery terms, that document will govern the relevant project or purchase, subject to applicable law.

1. Delivery Availability and Confirmation

Delivery is available only where the destination, delivery method, cost and practical requirements have been confirmed in writing.

A piece appearing on the website is not a promise that it can be delivered to every destination. Delivery availability depends on factors including the location of the piece, destination, dimensions, weight, packaging, handling requirements, import requirements and services available at the destination.

The agreed delivery arrangement will be stated in the quotation, order confirmation or Project Agreement.

Where an international transaction requires an agreed trade or delivery term, the applicable Incoterm® or other agreed delivery basis and named place will be stated in the project documents.

2. Stocked Collection Pieces

For a stocked Collection piece, Totem will confirm whether the piece is available for collection or delivery before accepting the order.

Where delivery is requested, the cost and estimated timing will be confirmed after Totem receives the delivery address and any relevant access information.

Delivery arrangements begin after the order has been accepted and the required payment has cleared.

Where the client elects to collect the piece or appoint its own carrier, Section 7 of this policy also applies.

3. Project-Sourced, Custom and Made-to-Order Goods

Project-sourced, imported, commissioned, custom and made-to-order goods are subject to supplier production schedules and project-specific delivery arrangements.

Lead times begin only after:

  • the specifications and quantities have been agreed;

  • all required samples, finishes, proofs and other approvals have been completed;

  • the required payment has been received; and

  • the supplier has accepted the order.

A project schedule may contain separate estimated periods for development, production, quality control, export preparation, consolidation, international transit, customs clearance, inland transport and final delivery.

Completion of production does not mean that the goods are immediately available for final delivery. Goods may still require export documentation, packing, collection, consolidation, international transport, customs processing and onward delivery.

Where a project includes goods from more than one supplier, goods may be shipped individually, consolidated or delivered in stages. The proposed arrangement will be confirmed in the project documents.

Totem may recommend a staged or consolidated shipment where this is reasonably necessary for cost, timing, handling, customs or practical reasons.

4. Delivery and Freight Charges

Delivery and freight charges are calculated according to factors including destination, dimensions and weight, packaging, handling requirements, transport method, access conditions and any applicable insurance or third-party charges.

Unless expressly included in writing, the price of the goods does not include:

  • local delivery;

  • international freight;

  • export packing or crating;

  • cargo or transit insurance;

  • customs clearance;

  • import duties, taxes or statutory levies;

  • port, terminal or customs charges;

  • storage, detention or demurrage;

  • installation or assembly;

  • unpacking or placement; or

  • removal or disposal of packaging.

Additional reasonable costs may arise where:

  • information provided by the client is incomplete or inaccurate;

  • the delivery destination or requested service changes after booking;

  • special equipment, additional labour or permits are required;

  • delivery cannot be completed because the site or recipient is not ready;

  • customs, port or carrier requirements result in additional charges;

  • storage, waiting time or redelivery becomes necessary; or

  • a delay or additional service results from an instruction or omission by the client.

Where reasonably possible, Totem will communicate an additional cost before committing it.

Where an urgent decision is reasonably required to protect the goods, avoid materially greater charges or comply with a carrier, customs or regulatory requirement, Totem may take reasonable steps within its agreed authority and inform the client as soon as practicable.

5. Delivery Information and Site Access

The client is responsible for providing accurate delivery and contact information together with any facts that may affect access, handling or site delivery.

Relevant information may include:

  • loading and parking restrictions;

  • delivery hours and site procedures;

  • door, corridor, stairway and lift dimensions;

  • floor, height or weight restrictions;

  • the need for cranes, hoists or specialist equipment;

  • security, safety or induction requirements;

  • construction or fit-out activity that may affect delivery;

  • delivery-floor access;

  • whether the site is weatherproof and secure; and

  • whether the site is ready to receive, inspect and protect the goods.

Unless Totem has expressly agreed in writing to undertake the relevant site measurement or access survey, the client is responsible for confirming that each piece can pass through the intended access route and fit in its intended location before approving the order.

A responsible person must be available to receive, inspect and sign for the delivery unless another arrangement has been agreed.

6. Collection

Collection is available only by prior arrangement and from the location confirmed by Totem.

The client or its appointed carrier is responsible for arriving at the agreed time with a vehicle, protection, labour and equipment appropriate for the goods, unless Totem has agreed otherwise in writing.

Totem may decline or postpone release where the proposed method of loading or transport creates an unreasonable risk of injury or material damage.

Where goods are released to the client or a carrier appointed by the client, responsibility for subsequent transport, handling and transit insurance will be governed by the applicable order or project documents.

7. Totem-Arranged and Client-Arranged Freight

Where Totem arranges freight or delivery as part of the agreed scope, Totem may appoint carriers, freight forwarders, clearing agents, couriers, storage providers and other logistics providers required to perform that service.

Unless expressly agreed otherwise, those providers remain independent third parties.

Totem will take reasonable care in arranging the agreed service but does not control vessel or aircraft schedules, carrier operations, customs authorities, ports, terminals or other independent logistics providers.

Where the client appoints or contracts directly with its own carrier, freight forwarder, clearing agent or other logistics provider:

  • the client is responsible for that appointment and the provider’s charges;

  • the client is responsible for giving the provider the required collection and delivery instructions;

  • Totem’s responsibility for physical handling ordinarily ends when the goods are released to the appointed provider, subject to the agreed project documents and applicable law; and

  • transit loss, delay or damage involving that provider will ordinarily be pursued by the client against the provider or applicable insurer.

Totem will provide reasonably available order, packing or shipping information required to support the collection or any legitimate claim.

8. Export and Import Documentation

International shipments may require documentation or approvals including, as applicable:

  • commercial and pro forma invoices;

  • packing lists;

  • certificates or evidence of origin;

  • export declarations or equivalent export records;

  • bills of lading or air waybills;

  • advance cargo or pre-loading declarations;

  • certificates of conformity;

  • import permits or licences;

  • product-specific certificates;

  • insurance documents; and

  • other documents required by the exporting country, importing country, carrier or relevant authority.

The applicable project documents will identify, where relevant:

  • the purchaser;

  • the seller or supplier;

  • the exporter or shipper;

  • the consignee;

  • the importer of record;

  • the party responsible for obtaining supplier-side or export documentation;

  • the party responsible for freight;

  • the party responsible for cargo insurance;

  • the party responsible for customs clearance; and

  • the party responsible for duties, taxes, port charges, storage and related costs.

Totem may coordinate the collection of supplier or shipping documentation where this forms part of its agreed scope.

A supplier’s failure or inability to provide required documentation, an error or omission in documentation supplied by another party, or a change in customs, export or import requirements may delay or prevent shipment.

Totem may decline to procure, ship or import a piece that it reasonably considers unlawful, restricted, non-compliant, unsafe or commercially impractical to transport or import.

9. Customs Clearance, Duties and Other Import Charges

Imported goods may be subject to customs clearance, inspection, duties, taxes, statutory levies, permits, conformity requirements, port or terminal charges and other government or third-party requirements.

Unless Totem has expressly agreed in writing to bear a particular charge, duties, taxes and other charges attributable to importation are payable by the party identified as responsible in the applicable project documents.

Where the client is the importer of record, the client is responsible for providing the information, authority, identification, tax information, permits, payment and other documents reasonably required from the importer to complete clearance.

Where Totem coordinates customs clearance on the client’s behalf, the client remains responsible for providing requested information and funds within the time reasonably required for clearance.

Customs valuation, tariff classification, inspections, assessments and decisions are ultimately subject to the relevant authorities. An estimate of duties or taxes is not a guarantee of the amount that an authority will assess unless Totem has expressly agreed otherwise in writing.

10. Client Delay, Port Charges and Storage

The client is responsible for providing approvals, information, documents, instructions and payments required from it within the period reasonably necessary to keep an order or shipment moving.

Where additional costs arise because the client fails or delays in:

  • making an agreed payment;

  • providing required import or customs information;

  • supplying identification, tax or regulatory documents;

  • nominating an importer, consignee, clearing agent or receiving party where required;

  • approving a required charge;

  • giving necessary shipping or clearance instructions;

  • making the destination available; or

  • accepting or collecting goods when required,

the client may be responsible for the resulting documented costs.

These may include storage, warehousing, port or terminal charges, demurrage, detention, additional customs or clearing charges, waiting time, return freight, rebooking and redelivery.

Totem is not required to advance duties, taxes, freight, storage, demurrage or other charges for which the client or another party is responsible unless Totem has expressly agreed to do so.

11. Unsuccessful Delivery and Storage

If final delivery cannot be completed because the recipient is unavailable, the site is inaccessible or unsafe, the site is not ready, access information was incomplete or inaccurate, or another circumstance attributable to the client prevents delivery, the goods may be returned to the carrier, warehouse or another appropriate storage location.

The client may be responsible for reasonable documented costs arising from the failed delivery, including waiting time, return transport, handling, storage and redelivery.

Where goods are ready for delivery but the client requests postponement or fails to take delivery within the agreed period, Totem may arrange storage after reasonable notice.

Storage does not constitute acceptance by Totem of indefinite responsibility for the goods.

The allocation of risk while goods are stored will be governed by the applicable order or project documents and applicable law.

12. Inspection and Delivery Claims

The client, or the person receiving goods on the client’s behalf, should inspect the delivery before signing wherever reasonably possible.

Visible damage, missing packages or incorrect goods should be recorded on the delivery or carrier documentation and reported to Totem promptly, preferably within 48 hours.

Damage or a fault that was not reasonably visible during delivery should be reported as soon as it is discovered. Where reasonably possible, clients should complete an initial inspection and report concerns within seven calendar days after delivery.

A report should include:

  • the order or project reference;

  • a description of the issue;

  • photographs of the piece and affected area;

  • photographs of the external and internal packaging; and

  • any relevant delivery, carrier or shipping documentation.

The goods, packaging, labels and delivery records should be retained until Totem confirms that they are no longer required for a supplier, carrier or insurance claim.

These reporting periods allow evidence to be preserved and applicable supplier, carrier or insurance claims to be made. They do not extinguish a right or remedy available under applicable law.

Where the client appointed the carrier directly, the client will ordinarily be responsible for submitting the transit claim to that carrier or insurer. Totem will provide reasonably available supporting documentation where appropriate.

13. Lead Times and Delays

Production, shipping, customs-clearance and delivery dates are estimates unless expressly guaranteed in writing.

An estimated production completion date is not an estimated final delivery date unless expressly stated.

Production and delivery may be affected by factors including:

  • material availability;

  • maker or manufacturer capacity;

  • weather;

  • transport availability;

  • vessel or flight schedules;

  • carrier changes or cancellations;

  • export or import documentation;

  • customs procedures;

  • inspections or conformity requirements;

  • changes in regulatory requirements;

  • port or terminal congestion;

  • industrial action; and

  • other circumstances outside Totem’s reasonable control.

Totem will communicate material delays after becoming aware of them and will consider reasonable alternatives where available.

A delay does not automatically make a committed, custom, commissioned or made-to-order purchase cancellable.

Nothing in this policy limits a cancellation or other right arising under applicable law, including a legally qualifying failure to deliver within an agreed period.

14. Risk, Title and Insurance

The party bearing risk in the goods and the point at which title or ownership passes may differ according to Totem’s role, the supplier arrangement, method of transport and agreed delivery terms.

For project-sourced, imported, commissioned or other non-standard orders, the applicable quotation, order confirmation or Project Agreement should identify, where relevant:

  • when risk in the goods passes;

  • when title or ownership passes;

  • the agreed delivery point;

  • responsibility for loading and unloading;

  • responsibility for transit and storage; and

  • the party responsible for cargo or transit insurance.

Where an Incoterm® or other recognised delivery term is used, the named place and applicable version should be stated in the project documents.

Cargo or transit insurance is not included merely because Totem has arranged freight. Insurance will apply only where it is expressly included or separately arranged.

Where Totem is asked to arrange insurance, the insured value, scope of cover and any material excess, limitation or exclusion made known to Totem will be communicated in the applicable project or shipping documents.

The existence of cargo insurance does not guarantee that every type of loss or damage will be covered.

Where the applicable documents do not expressly address risk or title, the position will be determined under applicable law.

15. Delivery, Installation and Acceptance

Delivery does not include installation, assembly, mounting, electrical connection, plumbing, unpacking, placement, removal of packaging or disposal unless the relevant service is expressly included in writing.

Where Totem arranges installation, mounting or another additional service, its scope, site requirements, price and responsible service provider will be identified separately.

Delivery of goods does not by itself confirm that installation work has been completed or accepted.

Where installation forms part of the project, any completion, inspection, snagging or acceptance procedure applicable to that work will be set out in the relevant project documents.

16. Project Documents

Shipping arrangements can vary substantially according to supplier, country, method of transport, Incoterm®, importer, destination and client requirements.

Project-specific quotations, order confirmations and Project Agreements may therefore contain additional terms concerning freight, delivery, consolidation, export documentation, customs clearance, insurance, title, risk, storage, delivery dates and claims.

Where a project-specific document expressly addresses one of these matters, that document will govern the relevant project or purchase, subject to applicable law.

An update to this general policy will not retrospectively alter a signed Project Agreement.

17. Contact

Questions about delivery or an existing order may be sent to:

Artisanal Fifty Five Ltd
Trading as Totem Nairobi
Located at Village Market, Nairobi, Kenya
Email: hello@totemnairobi.com