Frequently asked questions
Find answers to common inquiries about our products and delivery options.
Product care & Maintenance
How to cherish and preserve your handmade pieces.
Are Maison Sawa pieces entirely handmade?
Yes. Every item is handcrafted in Kenya by local artisans using traditional techniques and natural materials.
Slight variations in color, shape, or texture are not defects, they are part of the beauty and authenticity of handmade craftsmanship.
How should I care for my Maison Sawa products?
We recommend gentle cleaning with a soft, dry cloth. Avoid using water, detergents, or abrasive products, especially on wooden or woven items.
Keep your pieces away from direct sunlight or humidity to preserve their natural tones and texture.
Are the materials sustainable?
Yes. Maison Sawa works exclusively with responsibly sourced materials — including natural fibers, wood, and recycled components — in close partnership with Kenyan artisans who respect local ecosystems.
Can I use your baskets and homeware for everyday use?
Absolutely. Our baskets, textiles, and home accessories are made to be both functional and decorative.
Just remember that natural materials may age beautifully over time, that’s part of their charm.
Payments, delivery & Returns
Everything you need to know before and after placing your order.
What payment methods do you accept?
We accept all major credit and debit cards.
Payments are processed securely through encrypted checkout to ensure your data is always protected.
Where do you ship from?
Orders are shipped from either our Kenya or UAE logistics hubs, depending on your location.
This allows us to deliver efficiently while supporting our artisan partners directly.
To which countries do you ship?
Maison Sawa Ships to Europe, Kenya and GCC.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
When will I get my order?
We typically process orders within 2–3 business days, and delivery times range from 5 to 15 days depending on your location.
You’ll receive a tracking link once your order has been shipped.
What is the return policy?
You can return or exchange any unused product within 14 days of receiving your order.
Items must be in their original packaging and condition.
Please contact our team at celine@maisonsawa.com before sending any returns.
What if my order arrives damaged?
We take great care in packaging every order, but if an item arrives damaged, please reach out to us within 48 hours of delivery at celine@maisonsawa.com, with photos of the product and packaging.
We’ll take care of it quickly.
Can I track my order?
Yes, once your order has been shipped, you’ll receive an email with a tracking link so you can follow your delivery in real time.
Are taxes and customs fees included in the price?
Local customs duties or import taxes may apply depending on your country’s regulations.
These fees are the responsibility of the customer and are not included in our prices.
✉️ Still have a question?
We’re always here to help.
Reach out to our team at celine@maisonsawa.com or through our contact page, we’ll get back to you within 24–48 hours.
