Delivery Policy

Overview

Shushu’s offers delivery for fresh African meals within selected areas in Nairobi. We deliver meals for homes, offices and group orders depending on availability, order size and location.

This Delivery Policy explains how our delivery process works, what customers should expect and what responsibilities apply when placing an order.

Delivery Area

We currently serve Nairobi.

Delivery availability may depend on:

  • Your exact location.
  • Rider availability.
  • Distance from the kitchen.
  • Traffic conditions.
  • Weather.
  • Order volume.
  • Time of order.
  • Operational capacity.

If your location is outside our current delivery range, we may contact you to suggest an alternative arrangement or cancel the order.

Delivery Time

We aim to deliver orders as quickly as possible. Where stated, delivery time estimates such as “Get Your Meal in 45 Mins” are estimates, not guarantees.

Delivery may take longer due to:

  • Traffic.
  • Rain or poor weather.
  • High demand.
  • Large orders.
  • Address clarification.
  • Rider delays.
  • Security or building access checks.
  • Unexpected operational issues.

We appreciate your patience when delays occur.

Delivery Charges

Delivery fees may vary based on:

  • Distance.
  • Order size.
  • Delivery location.
  • Delivery platform.
  • Promotions.
  • Rider availability.

Website delivery fees may differ from Uber Eats or Glovo delivery fees.

Any applicable delivery fee should be shown at checkout or communicated before order confirmation.

Customer Responsibilities

To help us deliver smoothly, please provide:

  • Accurate delivery address.
  • Estate or area name.
  • Building name.
  • Apartment, house or office number.
  • Nearby landmark where useful.
  • Correct phone number.
  • Clear delivery notes.
  • Correct order details.
  • Spice preference or non-chilli request where needed.

You must be reachable when the rider is on the way or at your location.

Failed Delivery

A delivery may fail if:

  • The customer cannot be reached.
  • The address is incorrect or incomplete.
  • The customer is unavailable.
  • The customer refuses to pay on delivery.
  • The location is inaccessible.
  • Security does not allow the rider to enter.
  • The customer changes delivery location after dispatch.
  • The delivery location is outside the service area.

If delivery fails after the meal has been prepared or dispatched, the customer may still be required to pay for the order and delivery costs.

Office Deliveries

For office deliveries, please provide:

  • Company or building name.
  • Floor number.
  • Office or suite number.
  • Recipient name.
  • Phone number.
  • Reception instructions.
  • Any security or parking instructions.

For team or group orders, we recommend placing the order early to allow enough preparation time.

Home Deliveries

For home deliveries, please provide:

  • Estate or neighbourhood.
  • House or apartment number.
  • Gate instructions.
  • Landmark.
  • Phone number.
  • Any special access instructions.

If the rider cannot access your gate, building or apartment, you may be asked to meet them at an agreed point.

Delivery Through Uber Eats or Glovo

Orders placed through Uber Eats or Glovo are delivered according to the relevant platform’s delivery process.

Delivery times, rider assignment, platform fees and certain refunds may be handled by the platform.

Please check the platform app for updates on orders placed through Uber Eats or Glovo.

Contact for Delivery Support

For delivery support, contact:

Email: sales@shushupeppersoup.co.ke