Order Review and Availability
Souvenir orders may be subject to stock confirmation, shipping review, and manual verification before final fulfillment. If an item becomes unavailable or shipping cannot be completed as expected, we will contact you to discuss a replacement, revised charge, or refund.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or materially different from what you ordered, contact us as soon as possible with your order details and clear photos of the item and packaging. We will review the issue and, where appropriate, offer a replacement, store credit, or refund.
Return Window
Please contact us within 7 days of delivery for damaged, defective, or incorrect-item claims. Waiting longer may limit the remedies available because the condition of the parcel and item can become harder to verify.
Change-of-Mind Returns
Because many souvenirs are artisan-made, limited, fragile, or involve individualized handling and shipping review, change-of-mind returns are not automatically accepted. If you want to request one, contact us before sending anything back so we can confirm whether the item is eligible.
Non-Returnable Items
- Items damaged after delivery because of misuse, mishandling, or normal wear.
- Items returned without prior contact and review.
- Custom, personalized, or specially sourced items unless they arrive damaged or incorrect.
- Items that cannot be resold for hygiene, preservation, or product-integrity reasons where that restriction reasonably applies.
Refund Timing
If a refund is approved, it will usually be processed back through the original payment method where possible. Processing time may depend on the payment provider, bank, or checkout service used.
Shipping Charges
Original shipping, customs, duties, taxes, payment fees, or return-delivery costs may be non-refundable unless the return is caused by our error or a verified damaged/incorrect item issue.
Contact for Souvenir Issues
For souvenir return or refund requests, email info@lovableuganda.org with your name, order reference, and a short description of the issue.