Trust Centre

ORVENTA is a curated fashion and lifestyle platform built for modern African customers. We source and deliver premium clothing, footwear, fragrance, and accessories — from leading international brands and emerging African designers.

We are operated by United Brands (U) Limited, a registered Ugandan business with a dedicated team based in Kampala. Every item on ORVENTA is hand-curated, quality-checked, and fulfilled through verified supplier channels.

Our model combines in-stock pieces available for immediate delivery with a pre-order studio that gives you access to items sourced directly from our supplier network across Africa, Europe, and the Middle East — so you are never limited to what is physically on the shelf.

We are building something premium for this market. If something is not right with your order, we want to hear from you. Reach us on WhatsApp at +256 393 101 757 or email hello@shoporventa.com.

We are available to help you Monday to Saturday, 9:00 AM – 9:00 PM (EAT).

• WhatsApp: +256 393 101 757 — fastest response, typically within 2 hours during business hours
• Email: hello@shoporventa.com — for detailed queries, returns, and order issues
• Chat: Use the chat icon on any page to speak with our team or ask MUSE for styling help

For order issues, please have your order number ready. For returns and exchanges, see our Returns & Exchanges section. For pre-order questions, see How Pre-Orders Work.

We aim to respond to all messages within one business day. Urgent queries (payment issues, damaged deliveries) are prioritised.

ORVENTA curates and sources products through verified supplier channels, official retail sources, and trusted procurement partners across Africa, Europe, and the Middle East.

We maintain a rigorous vetting process for every supplier in our network. Each product undergoes quality assessment before reaching you. ORVENTA does not knowingly sell counterfeit goods.

Where applicable, products are accompanied by supplier verification details and sourcing provenance visible in your order documentation.

• Products sourced from verified retail and wholesale channels
• Supplier vetting and quality assessment on every shipment
• Full transparency on product origin and sourcing method
• Immediate action on any authenticity concern raised

Some items are available locally for immediate dispatch. Others are sourced on request from our international supplier network. Pre-order items are clearly marked on the product page and at checkout.

1. Browse & Select — Add a pre-order item to your cart. The product page will indicate it is a pre-order.
2. Pay a 50% Deposit — At checkout, you pay 50% of the item value to confirm your order. The remaining 50% is collected before we dispatch your item.
3. We Confirm with Our Supplier — Within 1–2 business days, we confirm availability and send you an estimated arrival date. Most items arrive within 14–21 days from order confirmation.
4. Balance Payment — Once your item arrives, we contact you to collect the remaining 50%. Payment can be made via MTN Mobile Money, Airtel Money, or cash on delivery.
5. Delivery — We deliver within Kampala and surrounding areas. You will receive a notification once your order is on its way.

Cancellations: You may cancel your pre-order at any time before your items arrive. Contact us on WhatsApp (+256 393 101 757) or by email and we will process a full deposit refund within 3–5 business days.

Delays: If your order is delayed beyond the estimated date, we will contact you proactively. You may also cancel at no cost if the delay is unacceptable to you.

ORVENTA uses secure payment channels to process your transactions. Every payment is verified and matched to your specific order before any fulfilment action is taken.

We support mobile money (MTN Mobile Money and Airtel Money) for customers in Uganda, with additional payment options activated as they become available. Accepted methods are always displayed at checkout.

Your payment security is our priority. We never store sensitive financial information and all transactions are processed through encrypted, provider-verified channels.

• Payment confirmation is matched to your order before fulfilment begins
• Mobile money transactions are verified through provider callbacks
• No payment data is stored on our servers beyond transaction references
• If a payment cannot be verified, your order is held — never assumed failed or fulfilled prematurely

We deliver within Kampala and surrounding areas. Delivery timelines are communicated at checkout and depend on item availability and your location. You will receive confirmation once your order is placed and payment is verified.

Track your order status through your account. We provide updates at each stage: confirmed, processing, dispatched, and delivered.

Where available, you may choose to collect your order from a designated pickup location. Pickup reservations are held for the duration specified at checkout. You will be notified when your order is ready for collection.

We want you to be happy with every purchase. You have 7 days from the date of delivery to report an issue and request a return or exchange.

Eligible for return or exchange:

• Wrong item delivered — eligible for correction at no additional cost
• Damaged on arrival — must be reported within 24 hours with photo evidence
• Item significantly different from product description — eligible for return

Not eligible for return:

• Sale items (unless defective)
• Fragrances that have been opened or used
• Items returned after the 7-day window
• Items not in their original condition

How to request a return or exchange:

1. Contact us on WhatsApp (+256 393 101 757) or email hello@shoporventa.com within 7 days of receiving your order.
2. Provide your order number and a brief description of the issue. For damaged items, include photo evidence.
3. Our team will review your request within 48 hours and confirm next steps.

Refunds: Approved refunds are processed within 3–5 business days to your original payment method. Store credit is also available if preferred.