FAQ

How do I place an order?

Ordering from Gorilla Arts Africa is easy and convenient. Once you find an item you would like to purchase, simply click the “Add to Cart” button in that product’s description page. You can check the contents of your shopping cart at any time by clicking the “Cart” widget at the top of the page. If you decide to remove an item from your cart, browse to the shopping cart page and just click “X or Delete” to the left of the product you would like to remove. You can also adjust the quantity of any product in your shopping cart. To do this, type in the new quantity and click on the “Update” button at the bottom of the shopping cart page. Assuming the quantity you have requested is available, you will now see the adjusted quantities as well as your new subtotal (if you enter a quantity that is greater than the quantity available, your purchase quantity will reflect the maximum quantity available).

Where is my order?

If you placed an order more than 10 days ago and would like to find out the status, please send an email to [email protected] and include your name, order number, and email address. Our customer service team personel will reply with information about your order, such as if it has been shipped, when it was shipped, or when we expect it to be shipped. You may also track your order by using our link which is an easy to use shipment tracker. To locate it, Navigate to the top left bar of any page of our website. Click on the link “Track your shipment” to be redirected to the shipment tracker.

Can I cancel or modify my order?

It is generally not possible to cancel or modify an order once it has been submitted. However, if your order has not yet been shipped and you need to cancel or modify it, please contact us at [email protected] and we will determine if it will be possible to halt the fulfillment of the order. Please note that no order may be canceled or modified once it has been shipped. In those cases, you may follow the return instructions if you decide not to keep the product after having received it.

Pricing Errors and Cancellation of Orders

Gorilla Arts Africa.com reserves the right to cancel an order any time before it has been shipped and the credit charged if one or more of the following conditions applies:

  1. Misuse or abuse of a promotion code, including any action prohibited by or in violation of the terms and conditions of that particular code. If you are unsure of the terms and conditions of a certain code, please contact us at [email protected] prior to placing an order.
  2. Billing information provided for the credit card does not match the information on file with the card issuing bank.
  3. Credit card declined by the financial institution.

What forms of payment do you accept?

Gorilla Arts Africa.com accepts payment by credit and debit card (Visa, MasterCard, American Express or Discover), either online through our secure server or by phone. All payments are processed by PesaPal.

Is my credit card secure?

Gorilla Arts Africa.com implements the latest data encryption and security technologies to ensure that all customer payment information remains private. Furthermore, we don’t have collect any of your card details.

Security Report

If for any reason you feel uneasy about placing your order online, please call us to place your order by phone.

When will my card be charged?

If you pay by credit card, an authorization will be obtained when you place your order, and the card will be charged as soon as you complete the payment.

How long will my order take to arrive?

On average, all international deliveries arrive to the destination address in 2-3 weeks. The delivery time will depend primarily on two factors: item availability and shipping service.

Item Availability

Unless otherwise noted, all items available for purchase on the website are in stock. Items that are backordered contain a note indicating this fact as well as the expected delivery time frame.

If we determine that we will not be able to deliver an order within the promised timeframe, we will immediately contact you via email.

What shipping options do you offer?

Most items at Gorilla Arts Africa.com will ship direct to you from our store in kampala. Where multiple shipping options are available, we will indicate the corresponding price and estimated timeframe for each service.

Orders containing more than one item from a single order will be shipped at once unless otherwise specified by the ordering client

Do you ship to PO Box Addresses?

Yes, we can ship to both PO Box addresses and physical address, as those shipments will be delivered by EMS or a similar courier. Additionally, these shipments will typically require a signature at the time of delivery, so whenever possible we encourage you to provide a shipping address at which someone will be present during the daytime to receive the package.

I shipped my order to the wrong address. Can you reship my package?

A fee will be applied to all orders where:

  1. The incorrect address has been provided by the customer and the package is returned as undeliverable
  2. An invalid address has been provided by the customer, resulting in a surcharge from the carrier. Such an error may include, but is not limited to, invalid or incomplete address information; incorrect zip code; incorrect state or country information; typographical errors; or transposed digits
  3. A move or sudden change of address results in the refusal or non-delivery of an order
  4. An APO or FPO address has been provided as the shipping address

The fee will consist of a handling charge plus any applicable costs related to re-routing, forwarding, or redelivering the parcel(s). Please note that there is no charge for address changes that are made before an order is shipped.

Where can I ship my order?

Gorilla Arts Africa.com is proud to offer shipment of most of our items to over 120 countries around the world.

Please check with the Customs bureau in the destination country if you are unsure about any commodity-specific import regulations or restrictions (including quarantine) that might affect your shipment. A few of the country-specific import restrictions known to affect items sold at Gorilla Arts Africa.com include, but are not limited to: (a) all jewelry items being shipped to Spain, Monaco or France; (b) all items being shipped to Australia or New Zealand that contain natural fibers (including bamboo, coconut, straw, and cane), potpourri, wood, animal parts (including hide, bone, and horn), natural wool, or fine animal hair. Gorilla Arts Africa.com cannot be held responsible for any items quarantined, destroyed or otherwise not delivered as a result of an import restriction in any country. Customers should look into possible tariffs, duties, and/or carrier import fees that might be imposed on incoming international courier shipments, as Gorilla Arts Africa.com cannot be held responsible for any import-related fees imposed by governments and/or couriers outside Uganda.

Will I be charged if I refuse my order?

Please note an agreed fee (per package) will be assessed for all refused shipments. In addition, the customer will be responsible for any return shipping charges assessed by the courier. For international deliveries, the customer will be responsible for any duty/VAT/import charges on refused or unclaimed shipments, in addition to return shipping costs. Shipping costs are not refundable on refused or unclaimed shipments.

Will I have to pay taxes and duties on my order?

Orders being shipped to addresses outside of the Uganda may require the recipient to pay duties upon delivery. Customers are encouraged to contact their local courier or customs bureau to inquire about possible import taxes. Gorilla Arts Africa.com cannot be held responsible for duties or taxes imposed by the local government on orders delivered to countries.

Returns

100% Satisfaction Returns Policy

At Gorilla Arts Africa.com, we want you to be completely satisfied with each and every purchase. We believe that the creation of a bridge between customers and African artisans depends on high quality products and extraordinary customer service.

How do I return an item

Refunds will be available for up to 14 days from the day you receive your order. You must contact us via [email protected] to request for a return during this 14-day period to qualify for a refund

If the return is not the result of an error by Gorilla Arts Africa.com, you will be responsible for all shipping and gift box costs incurred for the order and any costs associated with returning the item(s). Please send your return using a reliable carrier that offers tracking (such as EMS,UPS, FedEx, or Priority Mail). It is strongly recommended that you insure the package, as you will be responsible for ensuring that all items arrive at the returns center in their original condition.

IMPORTANT NOTE: Refunds will not be issued if the returned products have been damaged or altered in any way before arriving at the Returns Center.

No refunds will be available after the 14-day returns period has expired.

Can I reuse a promotion code?

If the return did not result from an error by Gorilla Arts Africa.com, you will be unable to re-use the original promotion code. If you have used a promotion code on an order and later decide to return all parts of that order as a result of an error on Gorilla Arts Africa.com’s part, we will gladly issue you a new promotion code for a future purchase on the site.

When will I get my refund?

Credit for returned products will be issued within 14 business days of receipt of the returned merchandise using the same form of payment originally used for the order

Important Notes and Restrictions:

  • Refunds will not be available if the returned products have been damaged or altered in any way before arriving at the returns store.
  • Gorilla Arts Africa.com is not responsible for loss or any costs incurred (including freight, duties and taxes, or import fees) for items returned without an approval by Gorilla Arts Africa.com staff or to any address other than a Gorilla Arts Africa.com returns store.
  • No refunds or returns on custom orders.
  • As a safeguard against potential abuse, Gorilla Arts Africa.com reserves the right to deny a refund to anyone who has made what we determine to be excessive returns.

Sizing

Finding Your Size

For items that require size measurement, the customer is advised to add a note at the checkout page so as to indicate the desired size of that specific item. These items may include, craft sandals, shoes etc.

CONTACT US BY PHONE

For General Inquiries

Placing an order, customer inquires, or product questions:

Office Line :+256 392 176 968
Mobile Line:+256 773 761 417

Hours:
Monday – Friday 9 am – 5:00 pm (Eastern Africa Time)

CONTACT US BY EMAIL

For General Inquiries

For help with an order, general customer service Inquiries
or product questions:
[email protected]

For Technical Inquiries

For Inquiries related to the functionality
of the Gorilla Arts Africa.com website please contact
[email protected]

Privacy Policy

We DON’T accept the sell or share any of your information with anyone.

When you provide to us your e-mail address, shipping address, or any other kind of information, we keep your information strictly private and DO NOT sell or share it to any third parties.

Most often, we do not even see your financial information. This is because we use a secure a widely accepted payment gateway, Pesapal.com. which processes that information for us, while just passing along to us your payment & not your financial details. Pesapal’s payment gateway encrypts your information when you submit it. They also screen us to ensure that we are indeed an established liability company. They do this by verifying our own address, certificate of registration and our own bank accounts.

One to two times a month you may receive a newsletter or promotional sale announcement from us. These e-mails will always have the option for you to UNSUBSCRIBE.

We PROHIBIT SPAM in all regards and do not practice it.