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Hello Uganda Services FAQ

Who is Hellouganda?

Hellouganda.com is an online web portal, It’s primarily an online shopping and delivery service aimed at people living outside Uganda seeking to send support to their loved ones in Uganda… It was created for families in the Diaspora, expatriate communities, tourists coming to east Africa and everyone who wishes to do business in East Africa… Its powerful engines serve four major clusters:
Tourism & Real time Accommodation booking, Biz Profiles (Business Profiles) – show casing all company contacts, products/services, Diaspora & Expatriate Communities (paying school fees online, sending,shopping vouchers, sending flowers & gifts to loved ones, sending money, buy & sell products etc), Autos, Real estate, Jobs & we are soon introducing the arts & crafts section, where local artists will be able to sell there work to the outside world…

In addition you can buy a number of uniquely Ugandan items from us – we will then arrange to deliver these products to any other address in Uganda all elsewhere in the world. We have partnered with leading courier companies to offer reliable and cost effective express delivery services.

Who are the Hellouganda customers?

All people within the East African Region and those living in the Diaspora who want to provide love and support to their loved ones in Uganda

What services does Hellouganda offer?

Electronic Vouchers for Supermarkets, Health Services, Pharmacies, Construction Materials, Flowers & Gift Services
Tourism & Online Hotel Booking
Payment of School Fees Online
Business 2 Business Profiles
Buy & Sell (Hellouganda Market Place)
Music Sales
Sale of Arts & Crafts Online

Is the Hellouganda system secure?

Hellouganda is a secure site, which means that no one will have access to your personal or credit information. See privacy policy for more information. We collect the recipient’s information, in case of fraud or use of unauthorized credit cards; All fraud will be handled by to the full extent of the law.

How do I place an order?

Create an Hellouganda account if this is your first time placing an order
Register your name and contact information with us. By registering, you can track the status of your first order and any future orders you place with us.

Once you select the item you want to send, choose the quantity you want to send from the drop down list (for example, you may want to send 1 voucher for Ushs 50,000 or 2 vouchers for ushs 100,000 etc) and then click on the button ‘add to list’. Clicking this button takes you to the shopping cart.

Proceed to pay
Once at the Shopping cart, you will view the information, total cost of the order and the latest date we will have the order ready (in most cases, the order is ready days before the date quoted).

At this point, you can still add items by clicking the link ‘continue shopping’ or clicking on any of the items listed under the ‘what’s hot’ category. You can also remove items by clicking the button ‘remove’ against the item you no longer want.

Click the button ‘purchase’ to continue to the next page.

Must I register in order to place an order?

Create an Hellouganda account if this is your first time placing an order
Register your name and contact information with us. By registering, you can track the status of your first order and any future orders you place with us.

How do I create a monthly account?

All you have to do is select a product that says ‘monthly voucher’ or ‘monthly airtime’ – buying one of these items, automatically opens up your monthly account.

Can you cancel the monthly account?
Yes you can! You have complete control over the process. You can stop the monthly voucher at anytime, post pone it whenever you are not ready or schedule it to start at a future date. All you need to do is send us an email letting us know your decision. The service is very flexible.

How do I remove an item from my shopping basket?

To remove an item from the basket, do the following;
Click Basket Contents
Click Remove
To continue shopping, click shopping

Can I cancel an order after it has been submitted?

Once your order has been submitted, you will not be able to make any changes or cancellations.

How can I track my order?

You click on track your order which takes you to the track your order page, here you sign in again and check the order progress.

How do you determine prices for your products and services?

The prices you see on our Web Site are the actual selling prices in Uganda provided to Hellouganda by the retailers. Prices have been converted to U.S. dollars using the current exchange rate (bi-weekly average).

What are my payment options?

You can pay using a credit card, debit card or money order. (We accept all cards with the Visa or MasterCard logo on them) Using a credit or debit card makes the order process much faster. Your transaction security is very important to us.

Is it safe to use my credit card?

Yes it is! The Hellouganda website guarantees the safety and security of all transactions made on the website. Using secure servers we ensure that all credit card transactions are secure and all information provided is kept private. Your security is very important to us.

Can you deduct money from my credit card without my knowledge?

No, before billing you we will regularly email you update on the status of your vouchers and notify you before and after we make a transaction.

Returns Policy

We offer refunds for the following two reasons:

1. If we are unable to contact the recipient of your order after repeated attempts over a 14 day period, we will contact you about a refund less the service fee.

2. If you change your mind about the order and your recipient has yet to receive it, we will process a refund, less the service fee.

If for any other reasons, you feel we owe you a refund. Please contact us, we will listen to and consider all your concerns.

Receiving a refund is straight forward and stress free! If we did not meet your expectations, demand a refund!

What guarantees are made for purchases and what delivery options are offered?

You have 100% guarantee of the purchases made from our site, our delivery options include Courier delivery to all the major towns in Uganda.

Door to Door delivery in Kampala (we offer this on all home appliances and consumer electronics). This would also depend on the voucher amount. By bus to the major towns.

Or the recipients can come and pick up the items.

What is your turn around time?

Our turn around time is 48 working hours

How will I know that the products I purchased have been picked up?

You can contact your family after 48 hours or email This email address is being protected from spambots. You need JavaScript enabled to view it. for your order status.

How will I know that the products I paid for are what my family is getting?

Inform your family of the products you have bought, including the Order Number. This list will also be presented to your family when they pick up the groceries. If there are any discrepancies, send us an email at This email address is being protected from spambots. You need JavaScript enabled to view it. and we will investigate your order. If your family members have a telephone or email address please make sure that you enter this information.