FAQ
Resources for a smooth shopping experience
Common purchase queries answered
Orders and Shipping
For deliveries within Kampala, expect your order on the same day. We strive to fulfil all orders within 4 hours. Orders placed outside business hours will be fulfilled on the next business day.
Orders outside Nairobi may take 2–4 business days depending on location.
Delivery charges depend on your location and the size of your order, starting from UShs 8,000 to UShs 27,000. Orders above UShs 270,000 qualify for free delivery within Kampala.
Exact delivery charges are calculated during checkout based on your preferences.
At the moment, we only accept payment via Mpesa, Visa, or Mastercard.
You can create an account by clicking the “My Account” link on our menu. Fill in your details, set a password, and you’re all set to start shopping!
You also have a chance to create an account during the checkout process.
To change your shipping address, log in to your account and update your details under “Shipping Address.” If your order has already been placed, contact us immediately at +256753000100 for assistance.
No, we do not store credit card information. All payments are securely processed via Pesapal, a payment processor who hashes the card info for your safety.
Yes, all applicable taxes are included in your total during checkout in accordance with Ugandan law.
Yes, we specialize in custom branding for packing materials, including logos and company details. Perfect for businesses and corporate moves.
Custom orders typically take 3-7 business days to process, depending on the complexity of your requirements.
We currently only deliver within Kenya and Uganda. Available options will be displayed at checkout based on your location.
We aim to consolidate orders whenever possible. However, depending on the nature and size of items, your order may arrive in multiple packages.
If you need to swap an item
Returns and Exchanges
You may return unused items in their original packaging within 7 days of delivery. Note that customized products and items marked “Final Sale” are non-returnable.
We’re sorry about that! Contact us at +256753000100 within 48 hours of delivery. We’ll arrange a replacement as soon as possible.
Please notify us within 48 hours by calling +256753000100 and include photos of the damaged item and its packaging. We’ll promptly resolve the issue with a refund or replacement.
Once your return is approved, we’ll provide instructions and the correct return address. Please do not send items back without contacting us first.
Reach out via phone/WhatsApp at +256753000100 or email us at move@nellions.co.ug. We’re available Monday to Friday, 9:00 AM to 5:00 PM.
Contact us immediately at +256753000100. If the order hasn’t been dispatched yet, we can update your address.
Please note that delivery fees may be recalculated if the difference in the addresses is significant.
Currently, we do not offer pre-orders. If an item is sold out, check back soon or contact us to find out when it will be restocked.
