Frequently Asked Questions

Find quick answers to the most common questions about ordering, delivery, products, and support.

Orders & Payment

Do I need to pay before my order arrives?

No. We offer Cash on Delivery (COD) across Uganda and Kenya. You pay when your order is delivered to you — no upfront payment required.

How do I place an order?

Browse our store, select your product, add it to your cart, and complete the order form with your delivery details. Our team will contact you to confirm before dispatch.

Can I change or cancel my order?

Contact us at support@salatana.store as soon as possible. If your order hasn't been dispatched yet, we can modify or cancel it. Once dispatched, changes may not be possible.

What currencies do you accept?

Our prices are listed in USD. For COD payments, you'll pay in your local currency (Ugandan Shillings or Kenyan Shillings) at the equivalent rate confirmed at checkout.

Delivery

How long does delivery take?

Kampala: 1–3 business days. Other Uganda regions: 3–5 days. Nairobi: 3–5 days. Other Kenya areas: 5–7 days. Delays may occur during public holidays.

Do you deliver to my area?

We currently deliver across Uganda and Kenya. If you're unsure about your specific location, contact us and we'll confirm availability.

How do I track my order?

Once your order is dispatched, we'll send tracking details via SMS or WhatsApp. You can also visit our Track Your Order page.

What happens if I'm not home when the delivery arrives?

Our delivery agent will call you before arrival. If you're unavailable, we'll reschedule. After two failed attempts, the order may be cancelled.

Returns & Refunds

Can I return a product?

Yes, within 7 days of delivery for eligible items. Damaged, defective, or wrongly delivered items qualify. Opened skincare, lip care, and supplement products are non-returnable for hygiene reasons.

How do I start a return?

Email support@salatana.store with your order number, photos of the issue, and a brief description. We'll respond within 2 business days.

When will I receive my refund?

Refunds are processed within 3–5 business days after your return is confirmed. COD refunds are issued via mobile money or bank transfer.

Products

Are your products authentic?

Yes. All products are sourced from verified suppliers and are as described in each listing. We do not sell counterfeit goods.

Are the skincare and supplement products safe to use?

All skincare and supplement products in our store are commercially manufactured products. Always read the label, follow usage instructions, and perform a patch test for skincare if you have sensitive skin. Consult a healthcare professional before starting any new supplement.

Do you sell products suitable for dark skin tones?

Yes. Products like the BARVENA Dark Lip Corrector and Celimax Retinol Set are suitable for a range of skin tones including darker complexions. We select products with broader skin tone applicability in mind.

Support

How do I contact customer support?

Email us at support@salatana.store. We aim to respond within 1–2 business days. For urgent delivery issues, include your order number in the subject line.

What are your support hours?

Monday to Saturday, 8:00 AM – 6:00 PM EAT (East Africa Time).