1. Purpose

Crown & Step Fashions maintains this Storage and Order Retention Policy to ensure efficient inventory management, provide clear expectations for order collection, and maintain a positive shopping experience for all customers.

2. Standard Storage Period

2.1 Retention Duration

We will hold purchased items for 14 days from the date of order availability notification.

2.2 Availability Notification

• You will receive notification when your order is ready for collection

• The 14-day retention period begins from the date of this notification

• For shipped orders, the retention period begins from the date of delivery attempt notification

3. Order Collection Options

3.1 Collection Methods

• Designated Locations: Pre-arranged pickup points

• Home Delivery: Within Nairobi via riders

• County Delivery: Via selected bus services to other counties

3.2 Collection Requirements

• Order confirmation number

• Payment receipt (if applicable)

4. Extension Requests

4.1 Request Process

You may request an extension to the standard 14-day period by:

1. Contacting us via email at crownandstep@gmail.com or phone at 0700 203 546

2. Providing your order number and requested extension duration

3. Receiving written confirmation of approved extension

4.2 Extension Considerations

Extensions are granted on a case-by-case basis, subject to:

• Storage space availability

• Product type and value

• Current demand for the item

• Reason for extension request

4.3 Extension Fees

Approved extensions may incur storage fees as follows:

• First 7-day extension: Ksh. 200

• Additional 7-day extensions: Ksh. 400 each

• Maximum total extension: 21 days

5. Overdue Orders

5.1 Grace Period

A 7-day grace period follows the initial 14-day storage period, during which:

• You may still collect your order

• A late collection fee of Ksh. 400 applies

• You will be notified of this fee prior to collection

5.2 After Grace Period (Total 21+ Days Uncollected)

If an order remains uncollected after 21 total days (14 standard + 7 grace):

5.3 Inventory Management Actions

We reserve the right to:

1. Restock the item for resale to other customers

2. Cancel the original order

3. Process no refund for the uncollected items

6. Abandoned Order Procedure

6.1 Communication Attempts

We will make reasonable attempts to contact you via:

• Email (minimum 2 attempts)

• Phone/SMS (minimum 3 attempts)

• WhatsApp (when number provided)

6.2 Unreachable Customers

If we cannot contact you and your order remains uncollected for 21+ days:

6.3 Process for Reordering

Should you contact us after abandonment:

1. New Order Required: You must place a new order for the desired items

2. Current Pricing: You will pay current prices (which may differ from original)

3. Processing Fee: A Ksh. 400 processing fee applies for the new order

4. No Refunds: No refunds will be issued for the abandoned original order

7. Special Circumstances

7.1 High-Value Items

Items valued above Ksh. 10,000:

• May have shorter storage periods

• Require more frequent check-ins

• May incur higher storage fees if extended

7.2 Seasonal/Promotional Items

Limited edition or seasonal items:

• May have reduced storage periods during high-demand periods

• Are subject to immediate restocking if uncollected

7.3 Custom/Presale Orders

Customized or presale items:

• Storage period begins immediately upon completion/arrival

• Non-refundable once production/sourcing has begun

8. Shipping Considerations

8.1 Undeliverable Shipments

For shipped orders that cannot be delivered:

• We will hold returned packages for 14 days

• You are responsible for return shipping fees

• Original shipping fees are non-refundable

8.2 Address Corrections

If you need to correct a shipping address:

• Contact us immediately

• Additional shipping fees may apply

• Storage period begins from original delivery attempt date

9. Holiday and Closure Periods

During public holidays or temporary closures:

• Storage periods are extended accordingly

• Notifications will be sent regarding adjusted timelines

• Extension requests during holidays may have different fee structures

10. Customer Responsibilities

10.1 Contact Information

You are responsible for:

• Providing accurate, current contact information

• Checking emails and messages regularly

• Notifying us of any contact information changes

10.2 Timely Communication

Please contact us immediately if:

• You cannot collect within the storage period

• You need to change collection/delivery arrangements

• There are issues with your order

11. Our Commitments

11.1 Clear Communication

We will:

• Send clear notifications at order readiness

• Provide reminders before storage period expiration

• Communicate fees and policies transparently

11.2 Secure Storage

We will:

• Store items securely and appropriately

• Maintain product condition during storage

• Handle all items with care

12. Policy Updates

We reserve the right to modify this policy at any time. Current customers will be notified of significant changes affecting their existing orders.

13. Contact Information

For storage-related inquiries or extension requests:

• Email: crownandstep@gmail.com

• Phone: 0700 203 546

• Hours: Monday-Saturday, 8:00 AM – 6:00 PM EAT.

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Note: This policy is designed to balance customer convenience with operational efficiency. We appreciate your understanding and cooperation in helping us serve all customers effectively while maintaining inventory availability.

By placing an order with Crown & Step Fashions, you acknowledge and agree to this Storage and Order Retention Policy.

Last updated: 2 Jan 2026