We are dedicated to ensuring that your orders are delivered efficiently and securely, whether within Uganda, across Africa, or worldwide. Below is our comprehensive shipping policy, including shipping methods, timeframes, tracking options, and more.
Shipping Methods
We offer various shipping options based on the location of the buyer and the seller.
Local Delivery (Within Uganda)
• Standard Delivery: Affordable and reliable shipping across Uganda.
• Express Delivery: Faster shipping for urgent orders.
• Vendor Self-Delivery: Some vendors offer direct delivery to customers.
• Pickup Stations: Collect your order from designated locations.
Shipping Within Africa (Regional Shipping)
• We ship to multiple African countries via trusted logistics partners.
• Standard International Shipping (5-14 business days).
• Express International Shipping (3-7 business days) where available.
• Shipping fees vary depending on the country, package size, and courier service.
Worldwide Shipping (USA, Europe & Beyond USEU)
• For customers outside Africa, we provide global shipping options:
• Standard International Shipping (7-21 business days).
• Express International Shipping (5-10 business days).
• Available shipping carriers include DHL, FedEx, and UPS.
Estimated Shipping Timeframes
Destination Standard Delivery Express Delivery
Uganda 1-5 Business Days Same Day or Next Day
East Africa (Kenya, Tanzania, Rwanda, etc.) 5-10 Business Days 3-7 Business Days
Rest of Africa 7-14 Business Days 3-10 Business Days
USA & Europe 7-21 Business Days 5-10 Business Days
• Delivery times depend on vendor location, shipping carrier, and customs processing.
• Business days exclude weekends and public holidays.
• Orders placed after business hours begin processing the next business day.
Order Processing & Dispatch
• Orders are processed within 24-48 hours before being shipped.
• Once dispatched, you will receive a shipping confirmation email/SMS with tracking details.
International orders may require additional processing time due to customs clearance.
Tracking Your Shipment
We provide tracking for all shipments to keep you updated on your order’s progress.
How to Track Your Order:
1. Log in to your Willows account.
2. Navigate to My Orders and select your order.
3. Click on the tracking number to check the shipment’s status.
4. International orders can be tracked via the courier’s website (DHL, FedEx, UPS, etc.).
5. You will receive tracking updates via email or SMS.
Delivery Process & What to Expect
• Our delivery partners will contact you before delivery.
• If you are unavailable, a re-delivery attempt will be made.
• For pickup station deliveries, you will receive a notification when your package is ready.
• International deliveries are subject to customs clearance, which may impact delivery time.
Shipping Fees
• Shipping fees vary based on package size, weight, delivery location, and courier service.
• The total shipping cost will be displayed at checkout.
• Some vendors offer free shipping promotions—check product listings for details.
• International orders may be subject to customs duties and taxes, which the buyer is responsible for.
Issues with Delivery
For shipping-related concerns such as delays, lost packages, or customs issues, please contact Willows Customer Support:
Phone: +265 746 197 664 / +256 741 274 540
Email: contact@willowsug.com
Live Chat: Available on the Willows website
We appreciate your trust in Willows and are committed to providing a seamless shopping experience.