Support Policy
Support Policy
How to reach us, what we can help with, and how quickly we reply.
If something has gone wrong with an order, tell us early. Almost everything is easier to fix while the order is still moving.
How to reach us
Phone & WhatsApp
Fastest for delivery problems and urgent order changes.
0756 508 361
What we can help with
- Order status, delivery timing and changing a delivery address before dispatch.
- Wrong, damaged, faulty or missing items.
- Returns, exchanges and refunds under the Returns & Refund Policy.
- Payment problems, including failed mobile money and duplicate charges.
- Warranty claims on products that carry a manufacturer warranty.
- Account access, and help placing an order.
- Questions about our software products and their licences.
What helps us fix it faster
Please have ready:
• your order number • the phone number on the order • a photo, if the item arrived damaged or wrong
Response times
| Type of request | We aim to respond |
|---|---|
| Delivery problem on an order out for delivery | Same day |
| Damaged, wrong or missing item | Within 1 working day |
| Return or refund request | Within 2 working days of receiving the item back |
| General questions | Within 2 working days |
| Warranty claim needing the manufacturer | We acknowledge within 2 working days and keep you updated |
These are targets, not guarantees. Public holidays and periods of very high demand can slow us down — we will tell you if that happens rather than leave you waiting.
If you are not satisfied
Reply on the same ticket and ask for it to be escalated, or email us marking it Escalation with your ticket or order number. A supervisor will review the case and respond to you directly.
What falls outside support
- Damage caused by misuse, accident or unauthorised repair.
- Items bought somewhere other than Weafmall.
- Requests to change an order after it has already been delivered — these are handled as returns.
Need us now?
Email: admin@weafmall.com
Phone / WhatsApp: 0756 508 361
Support desk: https://supportdesk.weafcompany.com/
Office: Ham Towers, Wandegeya, Kampala, Uganda
Last updated 26 July 2026. Weafmall Uganda is operated by WEAF COMPANY UGANDA LIMITED. We may revise this page from time to time; the version published here is the one that applies.
