FAQ

Why is my password not being accepted?

We're very sorry that there seems to be a problem with your password. Please re-set your password through the Account section on the website. A new password will be emailed to you, which can be changed to something more memorable next time you login.

Please ensure that you enter the new password exactly as provided. It is case-sensitive and will not allow login if any of the letters are supplied in a different case. If you are not sure of the characters in your new password, copy and paste the password from the e-mail directly into the password field, making sure you only select the characters of the password without any extra spaces.

Please note that if you have requested more than one reminder password in a short space of time, a new password is generated each time (invalidating the previous one), so please check that you are using the latest password that was generated. If in doubt, wait 15 minutes to allow any pending e-mails to arrive before generating another reminder.

My new password is not working, what should I do?

Please ensure you have copied and pasted the new temporary password from the email we sent you. The password is case-sensitive and on occasions doesn't work if typed in manually. If the password sent no longer works, please click on "forgotten password" and a new password will be sent to you in an email.

Please copy and paste the password issued to you (ensuring no gaps are either side as it is case-sensitive). You can then change your password to something more memorable when you are successfully logged into your account.

What if I forgot my password?

Don't worry, we will still have your email address and other details saved in our system. Please go to the ‘Account' section on the website, enter your email address and select the forgotten password option. A temporary password will be sent to you via email, which can be changed to something more memorable next time you log in to your account.

Can I make changes to my order?

No - once your order has been placed and accepted into our system then I'm afraid we are unable to make any changes.

Can I reserve online and collect in store?

No, not at the moment, although we are looking to provide this service with partner stores in the future.

What methods of payment do you accept?

You can pay using your credit or debit card that either is a VISA, Master Card, Switch, Maestro, Delta, or American Express card. It is imperative that you provide the cardholder's name as it is shown on the card, and address exactly as it appears on the card statement.

We are unable to accept payment by cheque, Style cards, Visa Electron, Solo cards, Duet Cards, cash, postal orders or gift vouchers.

Why is my payment not being accepted?

If you are facing errors on the payment screen and are using a valid credit card, please ensure you have done the following: 1. You have selected the correct payment method 2. You have entered the card number ensuring no gaps 3. You have entered the start date and issue number (if applicable) 4. You have ensured the billing address is a correct match to the card. If you are still having problems with our checkout, please do not hesitate to email us and we will endeavour to help you further. Please check with your card provider that the attempted payment has not resulted in funds being held in error.

Why is the sale of certain knives restricted?

It is an offence for any person under the age of 18 years to purchase most kinds of knives. We take our responsibilities seriously and we always take steps to ensure that our knives and tools are promoted in a responsible manner. We therefore have chosen not to sell specialist knives on our website, although certain types of knives are available and a wider selection is available in our stores to persons over the age of 18.

However we reserve the right to refuse online sales if we have reasonable cause to believe that the supply of goods to the prospective customer may infringe the Law or present an unacceptable potential risk to the safety of others.

I want to purchase bulk items, can I get a discount?

Please email us with details of the items you require including quantities so that we can check availability and get back to you with the best possible price.

I am looking for an item on your website but it is not listed, can I order it from you?

If the item you require is not listed on our website then you will not be able to place an order for delivery although we add products to the site frequently so please keep checking! You may also send us an email with details of the item you require and we'll do our best to help you.

How do I use a discount code?

Once you have added items to your shopping basket you may select a delivery method and then enter your discount code before continuing through to the checkout. Please ensure you enter the code correctly and then click "Apply". This should refresh the basket page and display the discount. If the code is not valid a red message will appear at the top of the page and the discount will not be applied.

How do I place an order?

Placing an order with ugandareborn.co.uk is easy. Here are the steps you need to follow to place an order:

  • Find the items you want
  • Add the items to your shopping basket
  • Proceed to checkout
  • Enter a delivery address
  • Provide payment information
  • Review and place your order

Have you received my order?

Once you have entered your order, delivery and payment details you will be asked to click to "Complete Order". It will take a few moments for the payment to be authorised and your screen should then refresh automatically to reveal your order number and order confirmation. You should also receive an e-mail shortly afterwards to confirm your order.

If this does not happen then it is unlikely that we have received your order, however please feel free to Contact Us if you would like us to check.

How will I know when my order has been received?

Once you have completed the checkout process you will be given an order reference number and we will send you a confirmation email to the email address that you provided at the time of the order. The email will detail your order that you have placed with the order reference number, products and total order value. It is important that you retain the order reference number to ensure that we can resolve any queries that you may have about your order quickly.

When will I receive my refund?

Please allow up to 21 days to receive a refund for any returned item/s.

What does 'Processing' mean?

If your order status is "Processing" this means that we have received your order and that it is waiting to be picked and dispatched by our Team.

How do I find and order items?

To find products you may browse through the categories listed along the top of the ugandareborn.co.uk homepage, or if you already know what you are looking for then use our Keyword Search, which is represented by a magnifying glass icon in the top right hand of every page on the website. Please enter a brief description of the item.

When will I be charged for my order?

When your order is accepted and you have received an e-mail to confirm your order details, we will take payment immediately.

Please remember that even if your order is not accepted, some card issuers may still reserve the money, meaning you can't use it for a short period.

Do I need to register to shop online?

No, you can shop at ugandareborn.co.uk without needing to register. If you choose not to register, we will not hold your details for any reason other than the purpose of your transaction. For further transactions you will need to tell us your details again. However, registering will enable you to track your orders online, view your full order history, update your personal details, manage your address book and change your payment details, all in one secure area. You will also be able to purchase more quickly and easily if you're logged in.

Where is my order?

You can track your order online using our tracking service. Simply follow the link in your dispatch email or the Account section of the website and our carrier will show you where they’re up to with your delivery.

In the unlikely event that there’s a problem with your order, we will contact you either by email to let you know, however if there is something you’d like to discuss please feel free to contact our Customer Service Team. International tracking information may not be available to certain countries.

I received my item but it was damaged, what do I do?

We’re really sorry about that! Please contact our Customer Service Team as soon as you can and they will look into the problem for you.

I received my item but it’s faulty, what do I do?

We’re really sorry about that! Please contact our Customer Service Team as soon as you can and they will look into the problem for you. If you’d like to discuss your faulty item beforehand, please contact our Customer Service Team.

You sent me the wrong item

We’re really sorry about that! Please contact our Customer Service Team as soon as you can and they will look into the problem for you.

Are my personal details secure?

We use the latest technology to ensure that all personal and transactional information is protected to the highest standards. We never make your personal details available to companies outside of ugandareborn.co.uk. Please see our Privacy Policy for more details.

Is your website secure?

Your security is one of our top priorities. Whenever you log on to the site you should see a padlock symbol at the bottom of your web browser on the secure parts of our site. (Please note that the padlock will only appear on some web browsers). The URL will also start with "https://". You can therefore be confident that you are shopping in a secure environment.