Contact & Support
We're here to help with your thrift journey in Kenya
Response Times
Monday - Sunday
10:00 AM – 7:00 PM EAT
We're an online-only store
Send Us a Message
Frequently Asked Questions
Ordering & Delivery
How do I place an order?
Browse our catalog on Instagram @threadsbyjosh, send us a DM with the item(s) you want, and we'll guide you through a simple ordering process via WhatsApp.
How much is delivery and how long does it take?
• Within Nairobi: KSh 200 (1–2 days)
• Other Major Towns: KSh 300 (2–4 days)
• FREE delivery on orders over KSh 5,000!
We use trusted courier partners for reliable service.
Which areas do you deliver to?
We deliver countrywide across Kenya. Remote areas may have slightly longer delivery times or a small extra fee—we'll confirm this with you before payment.
How will I track my order?
Once your order ships, you'll receive an SMS with a tracking number and link to follow your package every step of the way.
Payments
What payment methods do you accept?
We accept M-Pesa, Credit Cards, and PayPal. Payment details are sent via WhatsApp once you confirm your order.
When do I need to pay?
Payment is required in full before we process and ship your order.
Sizing & Condition
How do I know if an item will fit me?
We provide detailed measurements (chest, waist, length, etc.) for each item upon request. Just ask us via DM or WhatsApp! We also describe the fit in every post.
What do your condition ratings mean?
⭐ Like New – No visible wear, excellent condition.
⭐⭐ Very Good – Light wear, no flaws.
⭐⭐⭐ Good – Minor wear or faint flaws, fully functional.
We show clear photos of any flaws in the listing.
Are the clothes cleaned before shipping?
Yes! Every item is professionally cleaned, steamed, or sanitized before it's packed for you.
Returns & Exchanges
What if the item doesn't fit or has an issue?
Due to the unique nature of thrift, we do not accept returns for size or change of mind. However, if an item has a significant undisclosed flaw (e.g., hidden stain, rip), contact us within 24 hours of delivery with photos, and we'll offer a replacement or refund.
Can I exchange an item?
Exchanges are only possible for damaged/incorrect items, as described above. Please choose carefully and ask for measurements beforehand.
Sourcing & Requests
Where do you source your clothes?
We carefully source from selective suppliers and curated imports, focusing on quality, style, and durability—no low-quality "throwaways."
Can I request a specific item?
Yes! DM us what you're looking for (e.g., "men's leather jacket size L"), and we'll add you to our "Finders List" and notify you if it comes in.
How do I know when new items drop?
Follow us on Instagram @threadsbyjosh and turn on post notifications! We announce new arrivals regularly in our Stories and feed.
Shipping Policy - Kenya
Getting your curated finds to you, safely and affordably.
1. Processing Time
Orders are processed within 1–2 business days (Monday–Saturday, excluding public holidays) after payment confirmation. You will receive an SMS and email with tracking details once your order is dispatched.
2. Delivery Methods & Costs (Within Kenya)
We partner with trusted local couriers for reliable delivery.
3. Delivery Coverage
We deliver countrywide to all major towns and counties served by our courier partners. Remote areas may incur additional charges or longer delivery times—you'll be notified before checkout if applicable.
4. Nairobi Pick-Up Option
To save on delivery, choose "Nairobi Pick-Up" at checkout. Collect your order for FREE from our designated pick-up point. We'll notify you when your order is ready (usually within 24 hours).
5. What If My Order Is Damaged or Lost?
We pack with care, but if your package arrives damaged or gets lost:
- Contact us immediately via WhatsApp/SMS at 0113 767 195
- Email help@threadsbyjosh.co.ke with your order number and photos
- We will follow up with the courier and either replace the item or issue a full refund
6. Address Changes & Failed Deliveries
Ensure your shipping address is correct at checkout. Contact us within 1 hour of ordering to change it. If a delivery fails due to an incorrect address or recipient unavailability, you may be charged a redelivery fee.
7. Holiday & Peak Season Delays
During high-demand periods (e.g., December, Ramadhan, Black Friday), processing may extend to 3–5 business days. We'll keep you updated via social media.