Shipping

Shipping methods to selected country:

DHL Express & Large items: DHL Express costs for large items such as bags are higher. Please refer to the product page or checkout for the cost.

Coronavirus info: 

 

We are currently running as usual and all shipments are going out normally on each weekday.

 

Despite restrictions on passenger traffic in many borders, the transport of goods is moving quite normally across borders. However, there can be delays especially with the Postal Parcel (economy) and GLS.

 

Safety measurements are in place at our company. Our staff is working remotely if possible and warehouse work is done under careful hygienic conditions. After all the day's shipments are done, most staff are returning home and all long-term warehouse work is on hold.


Stay safe!

 

Order Tracking

You can follow your order here. If you have registered an account, you can also login and follow all your orders.

Handling Times

Our warehouse operates on business days only, from Monday to Friday.

  • Most orders placed by 11:00 EET on a business day will be dispatched the same day.
  • Orders placed after 11:00 EET will be dispatched the next business day.
  • Orders placed during the weekend (Sat-Sun) will be dispatched on next business day.

Out of Stock Items and Pre-Orders

If the product is out of stock but has a confirmed incoming stock, it becomes available for pre-order. It shows the stocking date, which is an estimation based on the current information we have. It is subject to change and the actual stocking date can be few days earlier or later even it the estimation doesn't change. Pre-ordering ensures you'll receive the product from the incoming stock. Subscribing to stock notification will inform you when the item arrives in stock.

If the product is out of stock without confirmed incoming stock, you can only subscribe the stock notification and you'll be notified by email once the item arrives. "Sold Out" indicates that the product likely won't be returning at all and will be removed from the selection.

If your order contains both pre-order and in-stock items, we usually ship all at once as soon as all items are in stock. However, exceptions can be made and we can split the shipment in two on case-by-case basis. You can indicate your preference in the order comments while placing the order, or ask beforehand at support@mukama.com. Shipment splitting will not incur additional costs to you.

Customs Duties & Taxes

Orders outside European Union:

For orders outside EU, VAT 24% will be removed from the total at the checkout.

Customs duties & taxes may be payable for orders outside EU when the shipment arrives to your country. Please contact your local customs office to determine whether there will be any charges and how much they will be. We are not responsible for these charges since they are out of our control.

Orders within European Union:

We ship from EU, so all orders in EU include VAT. No customs duties or taxes payable upon delivery.

Buying for a company in another EU country

If you are buying for the company with valid VAT ID in European Union, we can arrange VAT 0% prices (Intra-Community Supply) for you. For this, please do the following:

  1. Create the account with us
  2. Complete the addresses, valid VAT ID and other info
  3. Let us know when you've done the above
  4. We'll set you up with VAT0% pricing

What if Something Went Wrong?

Damaged product

If the product is damaged during shipping, please take photos of the damaged product and send the images and additional info to our customer service at support@mukama.com. In this way we are able to make the reclamation on your behalf faster. Please keep the damaged packaging. We will replace the damaged item.

Wrong or defective product

We are fellow humans, and sometimes we make mistakes. If we send you the wrong or defective product, please contact our customer service as soon as possible. We'll replace the product right away.

Other issues

Please contact our customer service in all questions, we are happy to help!