Shipping Policy

For Kalona Online

Last Updated: 21/09/2025

1. Introduction

This Shipping Policy outlines the terms and conditions for the delivery of products purchased from Kalona Online. We are committed to providing a reliable and efficient delivery service to our valued customers throughout Uganda.

2. Shipping Locations

We offer nationwide shipping across Uganda. However, delivery times and costs may vary depending on your specific location. We categorize our shipping areas as:

• Greater Kampala Metropolitan Area: Includes Kampala, Wakiso, and Mukono.

• Other Major Towns: Includes cities like Entebbe, Jinja, Mbale, and Mbarara.

• Rural and Remote Areas: All other locations within Uganda.

3. Shipping Costs

Shipping costs are calculated based on your location and the size and weight of your order. You can view the final shipping cost at the checkout page before confirming your payment.

• Greater Kampala Metropolitan Area: A flat rate of 3500ugx per order.

• Other Major Towns: Shipping fees are calculated at checkout, typically ranging from 5000ugx to 30000ugx.

• Rural and Remote Areas: Shipping fees are calculated at checkout based on your specific location.

We may occasionally offer free shipping promotions on certain products or for orders above a specific value.

4. Order Processing Time

All orders are processed and prepared for shipping within 1 business day (Monday to Saturday, excluding public holidays) after the payment has been confirmed. You will receive an email notification once your order is ready for dispatch.

5. Estimated Delivery Times

• Greater Kampala Metropolitan Area: 1 to 2 business days after dispatch.

• Other Major Towns: 2 to 4 business days after dispatch.

• Rural and Remote Areas: 5 to 7 business days after dispatch.

Please note that these are estimated delivery times. Delays may occur due to unforeseen circumstances such as weather conditions, traffic, or courier service issues. We are not liable for any such delays.

6. Shipping Carriers

We partner with reputable local courier services and logistics providers to ensure your order is delivered safely and on time. You will be notified of the specific courier used for your order.

7. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email that includes a tracking number and instructions on how to track your package. This allows you to monitor the status of your delivery.

8. Delivery Responsibility and Refusal of Delivery

• It is your responsibility to provide accurate and complete delivery information. Kalona Online is not responsible for delays or non-delivery due to incorrect details provided by the customer.

• If you are not available to receive your order at the time of delivery, our courier may attempt to contact you to arrange an alternative delivery time.

• If a package is refused at the time of delivery, it may be returned to us. In such cases, the customer will be responsible for any additional shipping fees for re-delivery.

9. Damaged or Lost Packages

• If you receive a damaged package, please refuse to accept it from the courier and notify us immediately. If you have already accepted the package, please take photos of the damage and contact our customer service team within hours of delivery.

• If your package is lost in transit, please contact us immediately. We will work with the courier to investigate and resolve the issue.

10. Contact Information

For any questions or concerns regarding your order or our shipping policy, please contact us at:

• Email: info@kalonaonline.com

• Phone: