Customer Service
Need a hand? The Abanista Customer Service team is here to help with orders, deliveries, returns, payments, and anything else. Reach us on whichever channel suits you — we respond to every enquiry within 12 hours.
How to Reach Us
Email — [email protected]
Best for: order issues, returns, invoices, refunds, account problems, and anything that needs a paper trail. Attach photos or documents if relevant.
Phone — +256 200 904 771
Best for: urgent order questions, delivery coordination, and anything easier to explain out loud.
WhatsApp — +256 200 904 771
Best for: quick questions, sharing photos of a damaged or wrong item, and sharing screenshots of payment confirmations. The 200 line is on WhatsApp.
Alternative phone — +256 776 470 588
A second line for when the main number is busy.
Live chat
Available on every page of the site during working hours. Best for quick pre-purchase questions and order status checks.
Service Hours
ChannelHours
Phone & WhatsApp
[Mon–Sat, 8:00am – 6:00pm]
Live chat
[Mon–Sat, 8:00am – 6:00pm]
24/7 — monitored during working hours
Messages received outside working hours are picked up the next working day. We reply to all enquiries within 12 hours.
Our Service Commitments
- 12-hour response time on all emails, WhatsApp messages, and chat enquiries.
- Same-day delivery in Kampala for orders placed by 3:00pm.
- 1–2 business days for upcountry deliveries.
- 7-day returns on eligible items.
- Damaged or wrong items resolved within 24 hours of you reporting them.
- Refunds processed within 3–5 business days of us receiving and inspecting a return.
If we ever miss one of these, tell us — we want to know.
Before You Contact Us
Having these ready helps us resolve your issue on the first reply:
- Your order number (starts with [AB-] and appears in your confirmation email)
- The email address or phone number used to place the order
- A short description of the issue
- Photos if the item arrived damaged, faulty, or incorrect
- Screenshots for payment or mobile money issues, including the transaction reference
If you checked out as a guest, your order confirmation email contains everything you need.
What Each Team Handles
Orders & Delivery
Order changes, cancellations, tracking, delivery delays, missed deliveries, address corrections, pickup arrangements.
Returns & Refunds
Return requests, exchange requests, refund status, store credit queries, damaged or wrong item claims.
Payments & Invoices
Failed or duplicated payments, mobile money issues, payment confirmations, VAT invoices, EFRIS invoice queries.
Products & Stock
Product availability, specifications, restock notifications, warranty questions, bulk and wholesale enquiries.
Account & Loyalty
Login problems, profile updates, address book, loyalty points, gift card balances, promo code issues.
Self-Service
Many questions can be answered instantly without waiting for a reply:
- Track your order → My Account → Orders
- Start a return → My Account → Orders → Return or Replace
- Download an invoice → My Account → Orders
- Check loyalty points → My Account → Rewards
- Browse common questions → [Help Center]
Complaints & Escalation
We take complaints seriously and want to make things right.
Step 1 — Contact us. Email [email protected] with your order number and a clear description of what went wrong. Most issues are resolved at this stage within 12 hours.
Step 2 — Escalate. If you're not satisfied with the outcome, reply to the same email thread with "Escalation" in the subject line. Your case will be reviewed by a senior member of the customer service team.
Step 3 — Final review. If the matter is still unresolved, request a manager review. We'll respond with a final position within [5] business days.
Please keep your order number in all correspondence so we can trace the history quickly.
Business, Bulk & Wholesale
Buying in volume, supplying, or ordering on behalf of an organisation? We offer dedicated support for corporate and wholesale customers, including bulk pricing, consolidated invoicing, and scheduled deliveries.
Email [email protected] with the subject line "Wholesale Enquiry" and include:
- Your business name and TIN (if VAT registered)
- The products and quantities you need
- Your preferred delivery location and timeline
Feedback
Your feedback shapes how we serve you. If you've had a great experience, a frustrating one, or have an idea for how we can improve, write to [email protected] with the subject line "Feedback".
We read every message.
Quick Reference
Phone
+256 200 904 771
+256 200 904 771
Alternative phone
+256 776 470 588
Response time
Within 12 hours
Delivery coverage
All of Uganda
Kampala delivery
Same day, orders by 3:00pm
Upcountry delivery
1–2 business days
Free delivery
Orders above UGX 500,000 in selected locations
Returns window
7 days
Refund method
Store credit
Damaged/wrong items
Report within 24 hours
Frequently Asked Questions
How quickly will I hear back?
Within 12 hours on all channels. Email sent overnight is answered the next working day.
Can I call instead of emailing?
Yes. Call +256 200 904 771 during working hours, or message the same number on WhatsApp. For anything involving documents, photos, or a record you want to keep, email is better.
Do you have a physical office I can visit?
[Yes — our office is at [address], open [hours].] / [We operate online with pickup points across Uganda. See [Pickup Locations] for the nearest one.]
I ordered as a guest. Can you still help me?
Absolutely. Just quote your order number from the confirmation email.
What if I miss a call from your team?
We'll follow up by WhatsApp or email. You can also call back on +256 200 904 771.
Is there a different number for WhatsApp?
No — the 200 line, +256 200 904 771, handles both calls and WhatsApp.