Help Center (FAQs)

Find quick answers about shopping, payments, delivery, returns, and seller-direct fulfilment on SantonViva. If you still need assistance, contact our support team with your order number.

1. What is SantonViva?

SantonViva is a Ugandan online marketplace connecting customers with approved independent sellers. During the current launch stage, sellers generally hold their own stock and dispatch confirmed products directly to customers, while SantonViva coordinates the marketplace and provides support.

2. Do I need an account to shop?

Account and guest-checkout availability may depend on the checkout configuration. Creating an account can make it easier to view orders, save details, and access available tracking information.

3. I forgot my password. What should I do?

Open the My Account page and select “Lost your password?”. Enter the email address associated with your account and follow the reset instructions. Check your spam or promotions folder if the message does not appear.

4. How do I place an order?

Choose a product and any required options, add it to your cart, proceed to checkout, enter accurate contact and delivery details, select an available payment method, review the total, and place the order.

5. When is my order confirmed?

An order is confirmed after relevant checks—including payment status, product availability, customer details, and delivery arrangement—have been completed. SantonViva or the relevant seller may contact you by phone or WhatsApp to confirm the order.

6. How can I pay?

The payment methods available for your order are displayed during checkout. These may include supported Mobile Money options, eligible cards, or Cash on Delivery only where specifically shown or confirmed. Never share your PIN, password, or one-time verification code.

7. What if payment is deducted but my order remains pending?

Do not immediately make another payment. Contact SantonViva with your order number, payment reference, payment time, and amount. Never send sensitive payment credentials.

8. How long does delivery take?

Estimated delivery is generally 3–7 business days after order confirmation. Actual timing depends on product availability, seller and customer locations, courier capacity, weekends, holidays, weather, and other circumstances.

9. How are delivery charges calculated?

Delivery charges depend on the customer’s location, the seller’s dispatch location, the product, and the available courier or rider. The fee will be shown at checkout where available or confirmed before dispatch.

10. Can I collect my order from a SantonViva pickup station?

Not yet. SantonViva’s physical pickup and fulfilment station is planned for a future stage. Do not travel to a pickup location unless SantonViva specifically confirms one for your order.

11. How do I track my order?

Use the Track Order page where online tracking is available. Some seller-direct deliveries may instead be updated through your account, phone, WhatsApp, email, or the seller’s confirmed delivery communication. Contact support with your order number if you need assistance.

12. What should I do if the product is damaged, incorrect, or not as described?

Contact SantonViva as soon as possible and within seven days after delivery. Provide your order number, a short explanation, and clear photographs or video. Keep the product and packaging while the case is reviewed.

13. Can I return an item if I change my mind?

An eligible change-of-mind return may be requested within seven days after delivery if the product is unused and remains in its original condition and packaging. Category exclusions apply. The customer normally pays return delivery for a change of mind. Contact SantonViva before returning anything.

14. Where should I send a return?

Do not send a product to an unconfirmed address. Because sellers currently dispatch directly, the correct return destination depends on the seller and product. SantonViva will provide instructions after approving the request.

15. Do products have warranties?

A warranty applies only when it is stated on the product listing or supplied by the relevant manufacturer or seller. Warranty duration and coverage vary, so keep your receipt, packaging, serial number, and warranty information.

16. How can I become a seller?

Open the Sell on SantonViva registration page and submit accurate store and contact details. Seller accounts are reviewed before approval. SantonViva is beginning with a limited group of sellers to maintain quality and support.

17. How do I contact SantonViva?

• WhatsApp/Phone: +256 700 948 008
• Email: sales@santonviva.com
• Support page: santonviva.com/contact-us/

For order assistance, include your order number and the telephone number used at checkout.