The verdict in three sentences
Last mile often represents 20-40% of an e-commerce order's total cost in Nairobi, and a failure rate of 10-20% can wipe out your margin. Three models compete: an in-house boda fleet (control but fixed costs), 3PL like Sendy or Glovo (flexibility but per-trip cost), and pickup points (cheapest at KES 100-250 but less convenient). The right choice depends on volume: below 300 orders/month 3PL wins; above that, an in-house fleet becomes profitable.
2026 delivery model comparison (Nairobi)
These amounts are 2026 orders of magnitude for the Nairobi market. Boda intra-city delivery dominates, but pickup points are surging because they crush unit cost.
| Model | Cost/order | SLA | Coverage | Cash collection |
|---|---|---|---|---|
| In-house boda fleet | KES 200-450 | 24-48 h | Controlled zone | Yes, full control |
| 3PL (Sendy/Glovo) | per-km, ~KES 200-400 | 24-72 h | Wide Nairobi | Yes, partner-dependent |
| Pickup point (Mtaani) | KES 100-250 | 48-72 h (customer pickup) | Fixed points | At pickup |
| Freelance courier | KES 150-350 | 24-48 h | Variable | Risky |
The failed-delivery rate (10-20%) is the most underestimated parameter: each failure adds a second trip and locks up the parcel. Pickup points cut it mechanically, since the customer travels.
Abidjan as a regional anchor
In Abidjan the ecosystem is comparable with its own players. Here are 2026 benchmarks in FCFA to place Nairobi in the West African context.
| Service | Cost/parcel | Type | Note |
|---|---|---|---|
| In-house moto | 1,000-2,500 FCFA | Fleet | Controlled zone |
| Gozem/Yango parcel | ~1,500-3,000 FCFA | 3PL | Wide Abidjan |
| Pickup point | 500-1,000 FCFA | Relay | Cheapest |
| Freelance courier | 800-2,000 FCFA | Courier | Variable |
The lesson is universal: mixing home delivery and pickup points lowers average cost by 25-35% while giving customers a choice.
Mini case study
Wanjiru runs a fashion store in Nairobi, 500 orders/month, average delivery cost KES 300 all-home via 3PL, with 15% failure. Monthly logistics: 500 × 300 = KES 150,000, plus 75 failed parcels at KES 250 re-delivery = KES 18,750 lost.
She shifts 40% of orders to pickup points at KES 180. New cost: (300 × 300) + (200 × 180) = KES 126,000, and failure drops to 8%. Monthly saving: KES 24,000 in delivery plus KES 10,000 in avoided failures, about KES 34,000/month — over KES 400,000 a year.
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FAQ
Which model when starting out?
3PL (Sendy, Glovo): no fixed cost, you pay per trip. Below 300 orders/month, building an in-house fleet costs more than it saves.
Are pickup points really worth it?
On cost, yes: KES 100-250 versus KES 300-450 for home delivery, with near-zero failure since the customer collects. The trade-off is convenience — offer them as a cheaper option, not the only choice.
How do I reduce the failed-delivery rate?
Confirm each address by WhatsApp before shipping, offer a time slot, and require a mobile money deposit. Those three levers cut failure from 15-20% to under 8%.
Should I integrate the carrier into the store?
Ideally yes: an integration shows the delivery cost in real time at checkout and avoids the nasty surprises that cause cart abandonment. Automatic zone-based pricing is a real conversion gain.
When should I move to an in-house fleet?
Above 300-400 orders/month in a concentrated area, a dedicated boda fleet becomes profitable and gives you full control over SLA and cash collection.
Let's talk about your project. We size your home / pickup / 3PL delivery mix around your volume and zones. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
