Find answers to common questions about shopping, orders, payments, and more.
Can't find what you're looking for? Contact us and we'll be happy to help!
Account & Registration
No, you can shop as a guest! Simply add items to your cart and proceed to checkout. However, creating an account allows you to track orders, save addresses, and enjoy faster checkout in the future.
Click on "Register" in the top navigation, fill in your details (name, email, password), and submit the form. You'll be automatically logged in after registration.
Click on "Login" and then "Forgot Password?" Enter your email address, and we'll send you a password reset link. Follow the instructions in the email to create a new password.
Yes! Once logged in, go to "Account" to update your personal information, shipping addresses, and password. You can also view your order history from your account dashboard.
Shopping & Orders
Browse our products, add items to your cart, and proceed to checkout. Fill in your shipping information, select a payment method, and complete your order. You'll receive an order confirmation email with your order details.
If your order hasn't been processed yet, you may be able to modify or cancel it. Please contact us immediately at info@owino.ug or call +2567600724 with your order number. Once an order is being processed or shipped, modifications may not be possible.
Once your order is shipped, you'll receive a shipping confirmation email with tracking information. You can also log into your account and view your order status in the "Orders" section. For guest orders, use the order number and view token provided in your confirmation email.
Your order number is a unique 6-character identifier (e.g., 7F26C2) assigned to your order. You'll receive it in your order confirmation email. Keep this number handy when contacting customer support about your order.
Unfortunately, you cannot add items to an order that has already been placed. You'll need to place a new order for additional items. However, if your order hasn't been processed yet, contact us and we may be able to help.
Payment
We accept multiple payment methods including:
Mobile Money: MTN Mobile Money and Airtel Money
Bank Transfer: Direct bank transfers to our account
Cards: Credit and debit cards (where available)
Payment details are provided on your invoice and in the checkout process.
For MTN Mobile Money: Dial *165*3# and enter our merchant number: 183044 For Airtel Money: Dial *185*9# and enter our merchant number: 4355175
After payment, you'll receive a confirmation. Make sure to use the exact amount shown in your order total.
Yes! We use secure payment processors and encryption to protect your payment information. We do not store your full payment details. All transactions are processed through secure, encrypted channels.
Payment is required at the time of order placement. Your order will not be processed until payment is confirmed. For mobile money and bank transfers, please complete payment within the specified time frame to avoid order cancellation.
If your payment fails, your order will not be processed. Please try again with a different payment method or contact your bank/mobile money provider. If you continue to experience issues, contact our customer support for assistance.
Shipping & Delivery
Yes! We offer free shipping on orders above UGX 300,000 within Kampala. Shipping costs for other locations and smaller orders are calculated at checkout based on your delivery address.
Delivery times vary depending on your location:
Kampala: 1-3 business days
Other Urban Areas: 3-5 business days
Rural Areas: 5-7 business days
You'll receive an estimated delivery date when you place your order. Actual delivery times may vary based on weather, holidays, and other factors.
If your order hasn't arrived within the estimated delivery time, please contact us immediately at info@owino.ug or call +2567600724 with your order number. We'll track your order and work with the shipping carrier to resolve the issue.
If your order hasn't been shipped yet, we may be able to update your delivery address. Please contact us immediately with your order number and the new address. Once an order is shipped, address changes may not be possible.
Currently, we primarily ship within Uganda. For international shipping inquiries, please contact us at info@owino.ug to discuss options and shipping costs.
Returns & Refunds
We offer a 100% return policy. You can return products anytime with a full refund, provided the items are in their original condition, unused, and with original packaging. Certain items like perishables or personalized products may not be eligible for return.
Contact us at info@owino.ug or call +2567600724 with your order number and reason for return. We'll provide you with return instructions and a return authorization. Package the item securely in its original packaging and send it back to us.
You can return items anytime, but we recommend returning them as soon as possible after purchase. Items must be in their original condition and packaging. For best results, contact us within 30 days of delivery.
Once we receive and inspect your returned item, refunds are typically processed within 5-10 business days. The refund will be issued to your original payment method. You'll receive an email confirmation once the refund has been processed.
If the return is due to our error (wrong item, defective product, etc.), we'll cover the return shipping costs. For other returns, the customer is responsible for return shipping costs unless otherwise stated.
Products & Categories
Use the search bar at the top of the page to search by product name, brand, or keywords. You can also browse products by category using the "Categories" menu or the category cards on the homepage.
We strive to provide accurate product images, but colors may vary slightly due to different device displays and lighting conditions. If you receive a product that significantly differs from the image, please contact us for a return or exchange.
If a product is out of stock, it will be marked as unavailable on the product page. You won't be able to add it to your cart. We regularly update our inventory, so check back soon or contact us to be notified when the product is back in stock.
Yes! We're always looking to expand our product range. Contact us at info@owino.ug with the product details, and we'll see if we can source it for you.
Technical Support
First, try resetting your password using the "Forgot Password" link on the login page. If you continue to experience issues, clear your browser cache and cookies, or try using a different browser. If problems persist, contact our support team.
Try refreshing the page or clearing your browser cache. Make sure you're using an updated browser (Chrome, Firefox, Safari, or Edge). If the issue continues, it may be a temporary server issue. Please try again later or contact our technical support.
First, check your spam or junk folder. If you still don't see the email, verify that you provided the correct email address during checkout. You can also log into your account (if you have one) to view your order. If you need assistance, contact us with your order number.
General Questions
Our online store is open 24/7 for shopping! However, order processing and customer support are available during business hours. For immediate assistance, contact us at +2567600724 or email info@owino.ug.
We aim to respond to all inquiries within 24 hours.
Yes! We regularly offer exclusive discounts and special promotions. Sign up for our newsletter or follow us on social media to stay updated on the latest deals and offers. You can also check our "Deals" section for current promotions.
Yes! An invoice is automatically generated with your order. You can view and download it from your order confirmation email or by accessing your order details in your account. Invoices include all order details, payment information, and company information.
Absolutely! We take your privacy seriously. We use industry-standard security measures to protect your personal information. For more details, please review our Privacy Policy. We never share your information with third parties without your consent, except as necessary to process your orders.
Still have questions?
We're here to help! Contact our friendly customer support team.
