FAQ

Visit our Shop and browse the collections. Choose your product and scent, select the quantity, and proceed to checkout.

Each product page includes the description, full ingredient list, how to use it and its origin story, so you can read everything before you buy.

Please check your telephone number and delivery details carefully before completing your order.

Yes. Please create a customer account and sign in to place an order.

Yes. You will receive a receipt and order summary by email once your order is placed. When your order is dispatched, you will receive a second email with your tracking number.

Please contact us as soon as possible. We can usually make changes if processing has not yet begun.

Once an order has been packed or handed to the courier, we may no longer be able to change or cancel it.

Please contact us immediately. Once an order has been dispatched, changing the address may not be possible, and additional delivery charges may apply.

At our factory in Mtoni, Urban West, Zanzibar. The factory is a production facility and is not open to the public.

All online orders are processed and shipped from our shop in Stone Town, Zanzibar.

Dar es Salaam only

Orders for delivery within Dar es Salaam are handled by our Dar branch.

Please allow two to three working days for processing. Orders are processed and shipped Monday to Friday, excluding public holidays. Orders placed outside working hours, at weekends or on public holidays are processed on the next working day.

Dar es Salaam only

Orders are processed within 24 working hours of payment confirmation.

We accept Visa, Mastercard and American Express, and Mobile Money through our secured payment provider Pesapal. Available methods may vary depending on your location.

Tanzanian Shillings, US Dollars, Pounds Sterling and Euros. Prices are subject to change without notice.

We are required by law to collect 15% VAT on orders shipped to Tanzanian addresses. VAT is deducted at checkout for orders shipped outside Tanzania.

Orders shipped internationally may be subject to import duties and taxes in the destination country. These are separate from our prices and are the responsibility of the recipient.

Please contact us through our contact page with proof of payment, such as your Mobile Money or payment provider confirmation.

Please do not make a second payment until we have checked the first transaction.

Internationally and elsewhere in Tanzania, we ship with DHL Express. A tracking number is provided once your order is dispatched.

We do not currently offer delivery within Zanzibar. Our products are available at our flagship shop in Stone Town and through selected local retailers.

Dar es Salaam only

Yes, through local delivery services. Delivery charges may apply depending on your location. Collection from the Dar branch is not currently available.

You may authorise someone else to receive your order. Please provide their full name, telephone number and delivery location, and make sure they will be available.

International shipping uses the regional flat rates offered by DHL Tanzania to e-commerce customers, which covers up to 2 kg of Inaya products. Above that threshold, charges increase by weight. The applicable cost is shown at checkout.

Delivery time depends on your destination and on customs clearance, which we cannot control. DHL Express tracking will give you the most accurate estimate once your parcel is on its way.

We ship to the following destinations, and we are working to expand:

•       Africa: Côte d'Ivoire, Ethiopia, Kenya, Mauritania, Rwanda, Senegal, South Africa, Tanzania, Uganda.

•       Americas: Argentina, Brazil, Canada, Colombia, Mexico, United States, Uruguay.

•       Asia and Asia Pacific: Australia, China, Indonesia, Japan, Korea, Lebanon, Malaysia, New Zealand, Oman, Pakistan, Qatar, Singapore, United Arab Emirates.

•       Europe: Belgium, Croatia, Denmark, Finland, France, Germany, Hungary, Ireland, Lithuania, Netherlands, Poland, Portugal, Romania, Sweden, Switzerland, United Kingdom.

If your country is not listed, please contact us before ordering.

Yes. Some countries restrict the import of cosmetics by individuals, or require permits, registrations or documentation we are not able to provide. We currently do not ship to:

•       India: cosmetics require registration with the Central Licensing Authority.

•       Italy: a health permit from the Health Ministry Border Office is required.

•       Russia: an import licence is required.

•       Spain: imports are restricted to companies holding a licence from the Ministry of Health.

•       Turkey: approval from the Ministry of Health is required.

International orders may be subject to customs duties, taxes or clearing fees set by your country. These are the responsibility of the recipient and are not included in the order total.

It is your responsibility to check that cosmetic products may lawfully be imported into your country before ordering. Your local DHL office or customs authority can advise.

If a shipment is refused, detained or destroyed by customs because destination requirements have not been met, we are unable to issue a refund or replacement.

Please contact us as soon as possible with your order number, clear photographs of the damaged product and packaging, and a short description of the problem.

Please contact us with your order number and details of the missing item. We may ask for photographs of the package to help us investigate.

Please contact us with your order number and photographs of what you received. Where the error was ours, we will arrange the correction and cover the return or replacement cost.

Please do not use or dispose of the incorrect product while we are looking into it.

Your order number, your name and contact number, a short description of the issue, and clear photographs where relevant. Complete information helps us resolve things faster.

We aim to respond within 72 hours, Monday to Friday. Some cases need information from a payment provider or delivery partner, and where that happens we will keep you updated.

Dar es Salaam only

We aim to resolve reported issues within 24 hours where possible.

Because of the nature of personal care and cosmetic products, returns are generally not accepted once products have been supplied.

Where there is a confirmed issue with an order or product, we will offer an appropriate solution, which may include replacement, shop credit or another resolution depending on the circumstances.

Please contact us promptly after receiving your order if there is a problem.

Full directions are on every product and product page. As a guide:

•       Soaps: lather with water and massage over wet skin, then rinse.

•       Scrubs: massage onto damp skin in circular motions, then rinse well.

•       Body butters: apply to damp skin after bathing.

•       Body oils: warm a small amount between your hands and massage into skin, or add a few drops to your bath.

It depends on how much and how often you use it. As a rough guide, a soap bar lasts two to three weeks with daily use, and a 100 ml body butter or lotion one to two months. Wooden soap dishes and scoops last for years with care.

In a cool, dry place away from direct sunlight.

Our products have a shelf life of 24 months from production. Please check the expiry date printed on the packaging.

This happens naturally when raw butters such as shea or cocoa butter melt and cool unevenly, usually during transport or a change in temperature. The grains melt on contact with skin and do not affect the quality of the balm.

If you are concerned about the condition of your product, please get in touch.

We formulate with botanicals, African oils, clays and butters, many of them sourced in Zanzibar and mainland Tanzania. The full ingredient list for every product is published on its product page.

Yes. Our products are formulated without animal-derived ingredients.

No. We do not test on animals, anywhere.

Full ingredient lists are published on every product page so you can check before buying. If you have sensitive skin or a history of reactions, we recommend a patch test before regular use.

If you are pregnant or nursing, please speak to your healthcare professional before using products containing essential oils.

Yes, to established retail businesses. Please email info@inayazanzibar.com with details of your company and the nature of your business.

Our website is our only official online store. Any other online retailer selling our products, whether through a website or social media, is not authorised by us, and we cannot take responsibility for purchases made there.

If you are unsure whether a seller is authorised, please ask us.

All content on this website is owned by Inaya Zanzibar Limited or its licensors and is protected by Tanzanian and international copyright, trade mark and other intellectual property laws.

This includes our photography, illustrations, text, product descriptions, origin stories, ingredient descriptions, page layout and design, the Inaya Zanzibar name and logo, and our product names.

You may view, download and print pages for your own personal, non-commercial use, or to place an order with us. Any other use requires our written permission. This includes reproducing our photography or product descriptions on other websites or marketplaces, using our images in advertising, and adapting or reworking our content.

Our name and logo are trade marks of Inaya Zanzibar Limited and may not be used without our written permission, including in ways that suggest an association or endorsement that does not exist.

Authorised retail partners receive separate guidance on the use of our images and product copy. If you are a retail partner and need assets, please get in touch.

If you believe content on our site infringes your rights, please contact us with details and we will investigate.

Inaya Zanzibar Flagship Shop

Mazson's Building, Kenyatta Street, Shangani, Zanzibar

Open Monday to Sunday, 9:00 to 19:00

Telephone: +255 242 230 036 or +255 773 299 600

Our production facility in Mtoni, Urban West, is a working factory and is not open to the public.

Please use our contact page. We answer enquiries Monday to Friday and do our best to respond within 72 hours.

Dar es Salaam only

You may also call our Dar branch on 0775 700 600. Please have your order number ready.

Please email info@inayazanzibar.com.

We use your information only for purposes connected with your order and any communications you have agreed to. Our Privacy Policy sets out the full detail, including your rights and how to exercise them.