Delivery & Returns

We deliver to the areas listed at checkout. Each listed area has its own delivery fee, which is shown before you pay and is part of your order total. If your area is not listed, choose My area isn't listed at checkout and type where you are. If you are outside Uganda, choose I am outside Uganda and pick your country. In both cases you finish your order as normal and we will call or message you to agree how your parcel will reach you and what the delivery will cost. That delivery cost is not part of the payment you make at checkout. If you do not agree to the arrangement or cost, we will cancel the order and refund what you paid. For orders outside Uganda, import duties, taxes and customs charges are your responsibility (see our Terms & Conditions).

For areas listed at checkout you choose a delivery date and time. For other places, the date is agreed with you when we call. We will do our best to deliver within your chosen slot. Orders are prepared once payment is confirmed. We do not deliver on the days marked unavailable at checkout. Delays can happen because of traffic, weather or other factors outside our control; we will keep you informed.

• Please keep your phone on and reachable on the day of delivery; our rider may call you to find you.
• Check your items when they arrive and tell us straight away if anything is missing or damaged.
• If we cannot reach you after reasonable attempts, we will contact you to arrange another delivery, and an extra delivery fee may apply.

Use the link in your confirmation (or Track order with your order number and phone number) to see the status of your order. Signed-in customers can see every order, and download receipts for paid ones, in My account. You do not need an email address for this.

When your payment is confirmed, a receipt is available to download from your order page. If you gave an email address we also send it there. If you did not, sign in to your account (or open your tracking link) and download it any time. If you ordered as a guest, you can add that order to your account using the order number and the phone number you used.

Goods that have been delivered in good condition and then opened cannot be returned or exchanged. Please check your parcel carefully when it arrives.

A product can only be returned in these two cases:

• it was damaged on the way by the delivery person; or
• it was damaged in our shop and left the shop in that condition without us knowing.

In both cases, contact us within 48 hours of delivery with your order number and clear photos of the product and its packaging, and keep the product and packaging as they arrived. If we confirm the damage, we will replace the item or refund you.

Once an order has been delivered in good condition and the client opens it, it cannot be returned.

If your item arrives damaged, or is not what you ordered, tell us within 48 hours of delivery (see "Returns and exchanges" above). Reports made later, or for products that arrived in good condition and were then opened or used, cannot be accepted.

If a product causes a reaction, stop using it and seek medical advice if needed. Because the product has been opened, we cannot take it back, but please tell us the product and order number so we can help where we can.

Approved refunds are paid back to the mobile money number or card used for the original payment. Please allow a few working days for the money to appear. Delivery fees are refunded only if the problem was caused by us or by our delivery person.

You can cancel an order that has not yet been prepared or sent out by contacting us as soon as possible. Unpaid orders that are not completed expire automatically. If you paid and want to cancel, we will refund you as described above.

Email info@breaelixiratelier.com or WhatsApp +256762589278.