Terms of service

By reading this notice you agree to be bound by the following terms and conditions. Please read them carefully. Your usage of the notice indicates your acceptance and understanding of these terms and conditions. If you purchase an item from Artisanal Fifty Five Ltd, it indicates your acceptance & understanding of these terms and conditions.

1. WARRANTY & WARRANTY PERIOD

Artisanal Fifty Five Ltd warrants that its products are free from manufacturing defects in materials and workmanship for a period of one (1) year from the date of purchase.

For purchases made under layby or instalment arrangements, the warranty period commences on the date of delivery or collection following full payment.

This warranty applies to structural defects that materially affect the product’s intended use under normal residential use.

For ex-display items, cosmetic wear, colour variation, patina, fabric creasing, or imperfections visible or disclosed at the time of purchase are excluded from coverage. Structural coverage remains in effect unless otherwise stated in writing.

In the event of a verified manufacturing defect within the warranty period, Artisanal Fifty Five Ltd will, at its sole discretion, determine the appropriate remedy. This may include:

Local repair (where feasible)
Replacement of the affected item (subject to availability)
Partial or full refund

The appropriate remedy and timeline will depend on the nature of the defect, availability of stock, and practical feasibility of repair or replacement.

1.1 Natural & Reclaimed Timber Characteristics

Products crafted from recycled or reclaimed timber may display natural markings, filled nail holes, surface irregularities, tonal variation, joint lines, minor cracking, or movement over time. These are inherent characteristics of reclaimed wood and are not considered manufacturing defects.

However, cracking or splitting that materially affects the structural stability or intended use of the product will be assessed under warranty.

1.2 Exclusions

This warranty does not cover:

Normal wear and tear
Natural characteristics of materials including wood grain variation, timber movement, fabric softening, colour variation, or natural patina
Rope, weave, or fibre breakage resulting from normal use, friction, environmental exposure, or improper care
Cosmetic damage arising after delivery and acceptance of the product
Damage caused by misuse, abuse, neglect, improper care, or exposure to extreme environmental conditions
Products altered, repaired, or modified by third parties
Indirect, incidental, or consequential loss

1.3 Environmental Conditions

Natural materials may respond to environmental conditions including sunlight, humidity, temperature variation, and air circulation. Movement, minor cracking, fabric softening, or colour change resulting from environmental exposure are not considered manufacturing defects.

Customers are responsible for ensuring appropriate placement and care in accordance with provided care guidelines.

1.4 Warranty Claims Procedure

A warranty claim may be initiated via phone, WhatsApp, email, or in person.

To proceed with assessment, the customer must provide:

Proof of purchase
Clear photographs of the issue
A description of the defect

A claim will be considered formally received only once complete documentation has been provided.

Upon receipt of a complete claim, Artisanal Fifty Five Ltd will acknowledge the claim within two (2) business days.

Where inspection is required, it will be conducted by appointment during standard business hours and scheduled based on operational capacity.

No repair, replacement, or refund will be issued without prior assessment and written confirmation from Artisanal Fifty Five Ltd.

Artisanal Fifty Five Ltd does not provide on-demand or immediate attendance for warranty claims.

1.5 Commercial Use

Products used in commercial, rental, hospitality, or high-traffic environments may experience accelerated wear. Warranty coverage for commercial use may differ from residential use and is assessed at our discretion unless otherwise agreed in writing.

1.6 Non-Transferability

This warranty applies only to the original purchaser and is non-transferable. Proof of purchase is required for all warranty claims.

1.7 Limitation of Liability

Except as expressly stated above, Artisanal Fifty Five Ltd makes no additional warranties, express or implied.

Liability is strictly limited to the repair, replacement, or refund of the product in accordance with these terms.

2. DELIVERY

Artisanal Fifty Five Ltd will make reasonable efforts to deliver products within the agreed timeframe. However, we are not responsible for delays or failure to deliver arising from circumstances beyond our reasonable control.

2.1 Delivery & Acceptance

At the time of delivery, the customer or their authorised representative will be required to inspect the goods and sign a delivery acknowledgement confirming receipt.

Any person present at the delivery address who accepts the goods shall be deemed authorised to do so on behalf of the customer.

Once the delivery acknowledgement is signed, the goods are deemed to have been delivered in acceptable condition, except for defects not reasonably visible at the time of delivery.

Where the purchaser requests that goods be left unattended, Artisanal Fifty Five Ltd accepts no responsibility for any loss, theft, or damage occurring after delivery.

Risk in the goods passes to the customer upon delivery and acceptance at the delivery location.

2.2 Access & Site Preparation

Deliveries are made via the main entrance unless alternative arrangements are agreed in advance.

Customers are responsible for informing Artisanal Fifty Five Ltd at the time of purchase of any special delivery requirements, including but not limited to:

Restricted access
Stairs
Upper-floor deliveries
Narrow doorways or lifts
Estate or building regulations

Customers are responsible for ensuring that access routes, flooring, walls, lifts, and surrounding areas are adequately prepared and protected prior to delivery.

Our delivery team will exercise reasonable care during delivery. However, Artisanal Fifty Five Ltd is not liable for damage arising from:

Inadequate access
Structural limitations of the property
Unprotected or fragile surfaces
Pre-existing damage

Liability for damage directly caused by negligence of our delivery team will be assessed on a case-by-case basis.

2.3 Scheduling & Postponement

Deliveries typically occur within five (5) days of purchase, subject to existing delivery schedules.

If a customer wishes to postpone a scheduled delivery, at least twenty-four (24) hours’ notice must be provided.

Postponements requested less than 24 hours before the scheduled delivery may result in a re-delivery fee.

Changes to delivery arrangements made less than twenty-four (24) hours prior to the scheduled delivery may result in additional charges.

2.4 Failed or Delayed Delivery

The customer or their authorised representative must be present and reachable at the agreed delivery time.

Customers will be notified when the delivery team is en route.

Our delivery team will wait a maximum of thirty (30) minutes from the time of arrival at the delivery location.

If delivery cannot be completed due to customer unavailability, lack of access, or inaccurate delivery information, the delivery will be cancelled and a re-delivery fee will apply.

Re-delivery will be scheduled subject to operational availability.

2.5 Delivery Charges

Delivery services may be arranged by Artisanal Fifty Five Ltd on behalf of the customer.

Delivery charges are calculated based on location and the access information provided by the customer at the time of purchase and/or in the delivery confirmation form.

Delivery fees are payable in advance and must be settled in full prior to dispatch.

Delivery within Nairobi is complimentary for single orders exceeding USD 5,000 in value. For orders below this amount, a delivery fee will apply and will be confirmed prior to scheduling.

If actual delivery conditions differ materially from the information provided, including but not limited to:

Undisclosed stairs
Upper-floor delivery without lift access
Narrow doorways or lifts
Long carry distances
Estate or building restrictions
Limited parking access

Additional charges may apply and delivery may be rescheduled.

Customers are responsible for ensuring that all access information provided is accurate and complete.

2.6 Third-Party Transport

2.6.1 Delivery Arranged by Artisanal Fifty Five Ltd

Where delivery is arranged by Artisanal Fifty Five Ltd (including via third-party transport providers), risk in the goods remains with Artisanal Fifty Five Ltd until delivery and acceptance at the delivery location.

If goods are damaged during transport prior to delivery and acceptance, Artisanal Fifty Five Ltd will address the matter directly with the transport provider.

Risk passes to the customer upon delivery and acceptance.

2.6.2 Delivery Arranged by the Customer

Where the customer elects to arrange their own transport or courier service, risk in the goods passes to the customer at the point the goods are collected from our premises.

Artisanal Fifty Five Ltd shall not be liable for any loss, damage, or delay occurring after collection by the customer or their appointed transport provider.

Collection by the customer or their appointed transport provider constitutes acceptance of the goods in their present condition.

3. REFUNDS, RETURNS & CANCELLATIONS

3.1 Delivery Damage & Visible Defects

Any visible damage or defect must be reported at the time of delivery and noted prior to signing the delivery acknowledgement.

Where a defect is not reasonably visible at delivery, it must be reported within twenty-four (24) hours of receipt.

Thereafter, all claims will be handled in accordance with the Warranty Policy.

Please note that refunds and returns will not be accepted for change of mind.

3.2 Manufacturing Defects

Manufacturing defects are addressed in accordance with the Warranty & Warranty Period section of these Terms & Conditions.

4. CANCELLATIONS

For in-stock items, cancellations must be communicated at least twenty-four (24) hours prior to the scheduled delivery.

Cancellations requested less than 24 hours prior to delivery will not be accepted.

Approved cancellations are subject to a minimum administrative deduction of ten percent (10%) of the total order value.

Delivery charges will not be refunded where transport has been arranged or delivery has been attempted.

Custom or made-to-order items are non-cancellable and non-refundable once production or procurement has commenced.

Refunds for approved cancellations will be processed within twenty-one (21) business days from the date of written cancellation confirmation from Artisanal Fifty Five Ltd.

Artisanal Fifty Five Ltd reserves the right, at its sole discretion, to offer store credit in place of a refund where appropriate.

4.1 Fit & Access Responsibility

Product dimensions are provided prior to purchase. Customers are responsible for confirming that products will fit through doors, lifts, staircases, hallways, and all access points at the delivery location.

Returns, cancellations, or refunds will not be accepted due to access limitations, measurement errors, or failure of the product to fit into the intended space.

5. LAYBY

Layby arrangements require a minimum deposit of fifty percent (50%) of the total invoice value.

This deposit secures the item and is non-refundable in the event of cancellation or default.

The remaining balance will be divided into two (2) equal monthly installments and must be fully settled within ninety (60) days from the date of deposit.

A grace period of three (3) days applies to each installment due date.

Failure to complete payment within the sixty (60) day layby period, including the applicable grace period, will result in automatic cancellation of the layby.

Upon cancellation for non-payment:

The fifty percent (50%) deposit will be forfeited.
Any additional payments made beyond the deposit may be refunded or issued as store credit at the sole discretion of Artisanal Fifty Five Ltd.
Approved refunds will be processed within twenty-one (21) business days.

Artisanal Fifty Five Ltd reserves the right to reallocate or resell the item immediately upon cancellation without further notice.

6. STORAGE

Artisanal Fifty Five Ltd provides five (5) complimentary days of storage from the date goods are confirmed ready for delivery or collection.

Storage fees of KES 1,000 per day will apply from the sixth (6th) day onward.

Where a scheduled delivery is postponed by the customer, the complimentary storage period will not reset.

Storage fees must be settled prior to delivery or collection.

Artisanal Fifty Five Ltd reserves the right to require delivery or collection within a reasonable period where goods remain in storage for an extended time.

7. AMENDMENTS

Artisanal Fifty Five Ltd reserves the right to amend these Terms & Conditions from time to time. Any changes will apply to purchases made after the revised Terms & Conditions are published. Purchases made prior to such amendments will remain subject to the Terms & Conditions in effect at the time of purchase.

8. GOVERNING LAW

These Terms & Conditions shall be governed by and construed in accordance with the laws of Kenya.

Any disputes arising in connection with these Terms & Conditions shall be subject to the exclusive jurisdiction of the Kenyan courts.

9. ENTIRE AGREEMENT

These Terms & Conditions constitute the entire agreement between the parties relating to the purchase of products and supersede any prior discussions, representations, or communications unless confirmed in writing by Artisanal Fifty Five Ltd.

Need help?

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 50% deposit secures your item, with the balance payable in interest-free instalments over 2 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.