Frequently Asked Questions

Ordering

How do I place an order?

Browse the products, choose the product, colour, size and quantity you want, add it to your cart and go to checkout. Enter your delivery details and pick a payment method before confirming.

Do I need an account to place an order?

You can browse without an account. Account requirements are shown at checkout.

How do I know my order went through?

You receive an order confirmation with your order number and order details once checkout completes.

Can I cancel my order?

It depends on the order status. Orders already processed or dispatched may have different conditions — contact us as soon as you can.

Can I change my order after placing it?

Changes may be possible before the order is processed or dispatched. Contact us as soon as possible.

Payments

What payment methods can I use?

The methods available to you are shown at checkout, and may include mobile money and cash on delivery.

Can I pay when my order is delivered?

If cash on delivery is available for your location and order, you can select it during checkout.

Is online payment secure?

Payments are processed through approved providers. We never receive or store your mobile money PIN, and no one at Lizimas Store will ever ask you for it.

My payment went through but my order is not confirmed. What now?

Contact us with your order number and payment reference. We verify the payment against the provider before treating the order as paid.

I was charged twice. What should I do?

Contact us immediately with the payment references. We check the payment records before issuing any refund.

Delivery

Where do you deliver?

Available delivery locations are shown during checkout.

How long does delivery take?

It depends on your location, product availability, processing time and the delivery method you choose.

How much does delivery cost?

The charge depends on your delivery location and the order. The exact amount is shown before you confirm checkout.

Can I track my order?

Yes — check the status in your account, or contact us with your order number.

Can I change my delivery address?

Address changes may be possible before dispatch. Contact us as soon as possible.

What if I am not there when delivery arrives?

The delivery team may contact you to arrange another attempt or an alternative collection arrangement.

Can someone else receive my order?

This depends on the verification required for your order. Make sure the person receiving it can provide the information needed to verify it.

Returns

Can I return a product?

Eligible products can be returned under our Returns & Refunds Policy.

How long do I have?

7 days after delivery, subject to the conditions in the policy.

What cannot be returned?

Some categories are excluded for health and hygiene reasons. The full list is in the returns policy — worth checking before you buy.

I received the wrong product.

Contact us as soon as possible with your order number and details of the item you received.

My product arrived damaged.

Report it promptly and send a photo of the item and packaging.

The product is defective.

Contact us with the order details and a description of the fault. The item may need to be inspected before we resolve it.

Can I exchange instead of returning?

We do not offer exchanges. Return the unwanted item and place a new order for the size or colour you want.

Refunds

When will I get my refund?

It depends on the reason for the refund, the verification process and the payment method used.

How will I receive it?

Normally through the same payment method you used for the order, unless we agree another method with you.

Will my delivery charge be refunded?

Yes, where the item was incorrect, defective or damaged.

What if my return is rejected?

We explain the reason and the applicable return conditions, and make two attempts to re-deliver the item to you.

Products

Are the products genuine?

Products are supplied according to the information published on the store. Contact us if you believe a product is counterfeit or misrepresented.

How do I know if something is in stock?

Product pages show current availability. Unavailable items are marked out of stock.

Can prices change?

Yes — because of promotions, supplier pricing or stock levels. The price confirmed at checkout determines your order total.

The product I want is out of stock.

Contact us or check back later to see whether it has been restocked.

Can I report a product?

Yes. Report anything incorrect, misleading, damaged or suspicious to customer support.

Can I leave a review?

Yes. Reviews from verified purchases may be marked as such.

Your account

How do I create an account?

Provide the required registration details and complete any verification steps.

I forgot my password.

Use the reset link on the login page. A reset link is emailed to your registered address and can only be used once.

Can I change my phone number?

Yes, through the account verification process.

Why do I need to verify my phone number?

It confirms the account belongs to you and gives us a reliable way to reach you about deliveries.

Can I delete my account?

You can request deletion, subject to records we are required to keep for legal, financial and operational reasons.

Customer support

How do I contact support?

Through the chat on this site, WhatsApp, or the channels on our contact page.

Can I chat with a real person?

Yes. If an agent is available, your conversation is assigned to them. If not, we save your message and contact you by phone or email.

What information should I provide?

Your order number and a clear description of the issue. Never send your password, PIN or one-time codes.

Can I send pictures?

Yes, where the support channel allows attachments — photos of damaged or incorrect items help a lot.

Security

Will Lizimas Store ask for my password?

No. Never share your password with anyone, including our staff.

Should I share my mobile money PIN?

No. Never share your PIN with our staff or with anyone claiming to represent us.

Should I share a one-time code?

No. Authentication codes are private and should never be shared.

How is my information protected?

Through encrypted connections, hashed password storage, staff two-factor authentication, restricted role-based access, and filtering against automated attacks.

Who can access my information?

Only authorised staff and service providers who need it to operate the store.

Delivery address

What address information do I need to give?

Your name, phone number, district, county, sub-county, parish and village, plus any landmark or instruction that helps the delivery team find you.

Why do you need such detailed location information?

It helps the delivery team reach the right destination and lets us calculate the correct delivery charge.

Can I use a different billing and delivery address?

Where the checkout supports it, yes.

Order problems

My order has not arrived.

Check the order status first. If the expected delivery period has passed, contact us with your order number.

It says delivered but I did not receive it.

Contact us immediately so we can investigate the delivery record.

I received fewer items than I ordered.

Contact us with your order number and tell us which items are missing.

I received an item I did not order.

Contact us with your order number and details of the unexpected item.

Privacy

What information do you collect?

What we need to create accounts, process orders, deliver, support you and process payments. Full details are in our privacy policy.

Why do you collect it?

For account management, order processing, delivery, customer support, security and payment processing.

Do you share my information?

Only with service providers involved in running the store — payment, delivery, email, hosting and communications providers — where necessary. We do not sell your data.

Is my information kept in Uganda?

Some providers operate servers outside Uganda, so your data may be transferred outside the country. This is explained in our privacy policy.

How long do you keep it?

It depends on the purpose, legal requirements and business needs.

Can I request access to my information?

Yes, under the Data Protection and Privacy Act, 2019. Email compliance.alert@lizimasstore.com.