Delivery Policy
At Pearlshop, we are committed to delivering your orders safely, reliably, and transparently across Uganda. Please review our complete delivery policy below to understand handling times, transit times, rates, and tracking procedures.
1. Delivery Coverage Areas
We deliver to all major districts and regions across Uganda, categorized into two main delivery zones:
Zone 1 (Greater Kampala)
Kampala Central, Entebbe, Wakiso, Mukono, Kira, and surrounding metro areas.
Zone 2 (Upcountry / Regional Uganda)
Jinja, Mbarara, Gulu, Arua, Mbale, Masaka, Kasese, Lira, Fort Portal, and all other upcountry districts.
2. Processing & Transit Times
All orders are processed and dispatched during business days (Monday to Saturday, 8:00 AM - 6:00 PM EAT). Orders placed on Sundays or public holidays will be processed on the next business day.
| Delivery Zone | Order Handling Time (Processing) | Transit Time (Shipping) | Total Estimated Delivery Time |
|---|---|---|---|
| Greater Kampala | 0 - 12 Hours | 1 - 2 Business Days | 1 - 2 Business Days |
| Upcountry Regions | 24 - 48 Hours | 2 - 4 Business Days | 2 - 5 Business Days |
3. Delivery Fees & Rates
Shipping fees are transparently calculated at checkout based on your selected delivery location and item weight/size:
- Standard Delivery within Kampala: Deliveries within Kampala are at a standard fixed price of UGX 10,000.
- Upcountry Express / Regional Shipping: Starting from UGX 10,000 – UGX 30,000 (depending on destination district and cargo dimensions).
- Bulky & Heavy Items (e.g., Cookers, Swing Chairs, Outdoor Furniture): Custom delivery rates apply and will be clearly shown or confirmed prior to dispatch.
4. Order Tracking & Communication
Order Confirmation
Once you place an order on pearlshop.ug, you will receive an immediate order confirmation email/SMS containing your order summary.
Dispatch Notice
As soon as your package is dispatched, our delivery team or courier partner will contact you via Phone Call or WhatsApp (+256 764 060 059) to coordinate the exact drop-off time and location.
Delivery Attempt
Please ensure your contact phone number is active and available at the time of delivery. If a delivery attempt fails due to an unreachable contact number, a re-delivery fee may apply.
5. Payment Methods & Cash on Delivery (COD)
- Cash on Delivery (COD): Available for selected items within Greater Kampala. Pay using Cash or Mobile Money directly to the courier upon physical inspection and receipt of your order.
- Upcountry Orders / Bulky Goods: Upcountry deliveries or high-value items require full advance payment via Mobile Money or Bank Transfer prior to dispatch via regional courier hubs. All required payments will be stated clearly prior to processing.
6. Damaged, Missing, or Incorrect Items
- Please inspect your items immediately upon delivery in the presence of our courier agent.
- If your item arrives damaged, defective, or incorrect, notify the delivery agent immediately and contact customer support at info@pearlshop.ug or +256 764 060 059.
- For full details on returns, exchanges, and refunds, please review our Returns & Refund Policy.
7. Contact Us
If you have any questions or require assistance regarding your order delivery, please reach out directly:
- Store Name: Pearlshop
- Website: pearlshop.ug
- Physical Location: Vienna business center, Ben Kiwanuka street, Kampala, Uganda
- Email: info@pearlshop.ug
- Phone / WhatsApp: +256 764 060 059
- Business Hours: Monday - Saturday: 8:00 AM – 6:00 PM EAT