Frequently Asked Questions

Orders & Payments

What payment methods do you accept?

We accept M-Pesa, Visa, Mastercard and Cash on Delivery (COD).

Available payment options will be displayed at checkout.

How do I pay via M-Pesa?

At checkout, select M-Pesa as your payment method. You will receive a prompt on your phone to complete the payment.

Will I receive an order confirmation?

Yes. Once your order is placed, you will receive an order confirmation by email.

Delivery

Where do you deliver?

LYX currently delivers within Nairobi, Kenya.

How long does delivery take?

Orders are typically processed within 24 hours.

Orders placed before 12:00 PM may qualify for same-day delivery. Standard delivery is typically completed within 1–2 business days.

How much does delivery cost?

Delivery fees are calculated at checkout based on your delivery location within Nairobi.

• Delivery within Nairobi: Up to KES 300

• Free delivery on orders above KES 4,000

Can I collect my order?

Yes. Store pickup is available from:

Lumina Pharmacy
Accra Towers, Kenneth Matiba Road
Nairobi, Kenya

Please wait for your collection confirmation before visiting.

How do I track my order?

You will receive email updates when your order is processed, dispatched, or ready for collection.

What if I am unavailable during delivery?

If we are unable to complete a delivery, our team will contact you to arrange an alternative delivery time.

Returns

What is your return policy?

Returns may be requested within 24 hours of receiving your order, provided the item remains unopened, unused, and in its original packaging.

Please refer to our Return Policy for full details.

What if I receive the wrong item?

If you believe you have received an incorrect item, please contact us within 24 hours of delivery and our team will assist you.

How do I request a return?

Please contact us with your order number and details of your request. Our team will guide you through the return process.

Products

Are your products authentic?

Yes. We source our products from trusted manufacturers, authorized distributors, and reputable suppliers to ensure quality and authenticity.

Do you sell Korean skincare products?

Yes. LYX offers a curated selection of Korean skincare products alongside trusted international beauty and wellness brands.

Are your products suitable for all skin types?

Our range includes products formulated for different skin types and concerns. Product descriptions contain information to help you choose the most suitable option.

How should I store my beauty products?

Most products should be stored in a cool, dry place away from direct sunlight. Always follow the storage instructions provided on the product packaging.

Account & Privacy

Do I need an account to place an order?

No. You can check out as a guest. Creating an account allows you to save your details and manage your orders more easily.

How is my personal information used?

Your information is used to process orders, provide customer support, improve your shopping experience, and communicate important updates. Please refer to our Privacy Policy for more information.

Contact Us

Still have questions?

Email: info@lyx.co.ke