Frequently Asked Questions

Pearlshop is an e-commerce marketplace committed to bringing customers quality essentials at competitive rates. We serve families and individuals across Uganda with products spanning childcare, electronics, health, fitness, wellness, and outdoor adventure gear. For orders outside Uganda, please contact us first to confirm availability and delivery arrangements.

Yes. We rebranded from Bandereya Online Shop to Pearlshop in 2024 to celebrate our pride in serving the “Pearl of Africa” and to elevate our service standards. The same trusted team remains here to serve you.

Your applicable shipping fee is shown clearly during checkout. Standard orders use straightforward delivery rates, while bulky items, upcountry destinations, and special delivery arrangements may have a separately agreed fee. You can review the full Delivery Policy for details.

We deliver throughout Uganda using trusted local delivery and courier partners. Delivery time varies by destination: we aim for same-day delivery within Kampala and Wakiso, and approximately 2–3 days for other regions, depending on the courier route and external logistics factors.

Please inspect your package when it arrives, preferably while the delivery agent is present, and report any issue as soon as possible. Return requests must be made within 7 days of delivery and meet the eligibility requirements in our Returns & Refund Policy.

If there is an issue with your order, notify the delivery agent where possible and contact our customer support team promptly. Tell us your order details and the problem, and our after-sales team will review the request and guide you through an eligible exchange or refund.

Yes. For health, safety, and hygiene reasons, we cannot accept returns of opened health supplements, baby pacifiers, undergarments, or personal-care products unless they arrived defective. Other return eligibility conditions still apply.

We accept payments through verified service providers, including MTN and Airtel Mobile Money, supported credit or debit cards, and Cash on Delivery where available. Cash on Delivery is currently limited to eligible orders within Kampala. See our Billing Policy for more information.

We take data protection seriously. Our website uses encrypted connections and appropriate safeguards designed to protect information during checkout. We do not sell, rent, or trade your personal data to outside marketing companies. Please read our Privacy Policy for full details.