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Have questions about our crafts or need assistance? We're here to help! Our customer service team responds within 24 hours.
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📧 Contact Information
Customer Service Email
Phone Support
Business Hours
Monday - Friday: 8:00 AM - 6:00 PM (EAT)
Saturday: 9:00 AM - 4:00 PM
Sunday: Closed
Saturday: 9:00 AM - 4:00 PM
Sunday: Closed
Main Office Location
Plot 35, Kamwokya Street
Lane Park, Kampala
Uganda
Lane Park, Kampala
Uganda
24-Hour Response Time
Multilingual Support
Secure & Confidential
Live Chat Available
📍 Find Us
Ugandan Crafts Main Office
Plot 35, Kamwokya Street
Kampala, Uganda
Plot 35, Kamwokya Street
Kampala, Uganda
Frequently Asked Questions
Find answers to common questions about our products, shipping, returns, and more.
Domestic shipping within Uganda typically takes 3-5 business days. International shipping varies by destination: 7-14 business days for Africa, 10-21 business days for Europe and North America, and 14-28 business days for other regions. Express shipping options are available for faster delivery.
Yes! We offer free domestic shipping on orders over 100,000 UGX. For international orders, we provide free shipping on purchases exceeding $150 USD. Standard shipping rates apply to orders below these thresholds.
Once your order ships, you'll receive a tracking number via email. You can track your package status by logging into your account and visiting the "My Orders" section, or by entering your tracking number on our tracking page. For any tracking issues, please contact our customer service team.
We accept returns within 30 days of delivery for unused items in their original condition and packaging. Due to the handcrafted nature of our products, we carefully review each return request. Custom or personalized items cannot be returned unless there's a manufacturing defect. Please contact us to initiate a return.
Once we receive and inspect your returned item, we'll process your refund within 5-7 business days. Refunds are issued to the original payment method. Shipping costs are non-refundable unless the return is due to our error or a defective product. You'll receive an email confirmation when your refund is processed.
Yes! We're happy to facilitate exchanges for different sizes, colors, or similar products of equal or lesser value. Contact our customer service team with your order number and the item you'd like to exchange. Exchanges are processed within 7-10 business days after we receive the original item.
We accept multiple payment methods including Mobile Money (MTN, Airtel), major credit and debit cards (Visa, Mastercard, American Express), PayPal, bank transfers, and cash on delivery for select domestic orders. All online payments are securely processed through encrypted payment gateways.
Absolutely! We use industry-standard SSL encryption to protect your payment information. We never store your complete credit card details on our servers. All transactions are processed through PCI-compliant payment gateways, ensuring the highest level of security for your financial information.
Yes! For orders over 200,000 UGX (or $75 USD), we offer installment payment options through our partner payment providers. You can split your payment into 3 or 4 interest-free installments. Simply select the installment option at checkout and follow the prompts to complete your purchase.
Keep baskets dry and dust them regularly with a soft brush or cloth. For deeper cleaning, gently wipe with a slightly damp cloth and allow to air dry completely. Avoid prolonged exposure to direct sunlight or moisture, which can cause warping or discoloration. Store in a cool, dry place when not in use.
Yes, our wood products are treated with natural, eco-friendly finishes that are safe for food contact (where applicable). The finishes protect the wood while maintaining its natural beauty. To maintain the finish, occasionally apply food-grade mineral oil or beeswax polish. Avoid soaking wood items in water.
Beaded jewelry should be wiped gently with a soft, dry cloth after each wear. For metal components, use a jewelry polishing cloth. Avoid exposing jewelry to water, perfumes, lotions, or harsh chemicals. Store jewelry in a dry place, preferably in the provided pouch or box, to prevent tangling and damage.
You can modify or cancel your order within 2 hours of placing it by contacting our customer service team immediately. After this window, orders are processed and prepared for shipment by our artisans, and modifications may not be possible. Please review your order carefully before completing your purchase.
Yes! We offer complimentary traditional Ugandan gift wrapping using eco-friendly materials. Select the gift wrapping option at checkout and include a personalized message. For premium gift packaging featuring handcrafted boxes and ribbons, a small additional fee applies. Perfect for special occasions!
Absolutely! We welcome wholesale and bulk orders for businesses, organizations, and events. Minimum order quantities and special pricing apply. Contact our partnership team at partnerships@ugandancrafts.com with details about your requirements, and we'll provide a customized quote and timeline.
Need Immediate Assistance?
Chat with our customer service representatives in real-time. Our team is available during business hours to answer your questions and provide instant support.