I still remember the day I first tried shopping online in Uganda. It was 2015, and I was so excited to buy a phone from what looked like a legitimate website. I sent 350,000 UGX via mobile money, and then waited. And waited. And waited some more. The phone never came, and the seller’s number went off completely. That was my painful introduction to online shopping in Uganda.
Fast forward to 2025, and many things have changed. We now have more online shops, better internet, and even same-day delivery in Kampala. But somehow, many Ugandans, including myself, still feel nervous clicking that “Pay Now” button. Despite ecommerce being around for over a decade in our country, we still hesitate. Why is this? Let me share my experiences and observations about why online shopping in Uganda still feels like gambling with your money.
The Lingering Fear of Fraud and Scams
The fear of being conned remains the biggest worry for most Ugandans shopping online. Almost everyone knows someone who has lost money to online fraudsters. My colleague James recently saw a PlayStation 5 advertised on Facebook for 1.2 million UGX, which seemed like a fair price. The seller had a professional-looking profile with many followers. James sent a deposit of 500,000 UGX, only for the seller to block him immediately after receiving the money.
These stories are still common in 2025. Scammers have simply become more sophisticated. They now create fake websites that look exactly like legitimate ones, complete with fake customer reviews and convincing product photos. Some even send fake delivery confirmation messages, leaving you waiting for packages that were never shipped.
The problem is made worse by the fact that many online transactions in Uganda still rely on mobile money, which offers little protection once money is sent. Unlike credit cards used in other countries, our mobile money systems rarely allow you to dispute charges or get refunds for fraudulent transactions.
Fake Products: Not What You Ordered
“What I ordered versus what I received” has become a common joke among Ugandans who shop online. My sister ordered a designer bag from a popular Instagram seller last month. The photos showed a beautiful leather bag, but what arrived was a poorly made plastic imitation that started peeling after just two days.
The issue of counterfeit products remains widespread. From fake electronics that stop working after a week to clothing that falls apart after one wash, many Ugandans have horror stories about receiving items that look nothing like what was advertised.
This problem is particularly serious with electronics and branded items. I once ordered what was advertised as a genuine Samsung phone charger, only to receive a dangerous knockoff that nearly damaged my expensive phone. The seller insisted it was original, but Samsung’s official store later confirmed it was fake.
Trust Issues That Won’t Go Away
Trust is the foundation of any business transaction, but building it in Uganda’s online marketplace has proven extremely difficult. Many shoppers, including myself, have been burned too many times to fully trust online sellers.
“I will believe it when I see it” remains the attitude of most Ugandans towards online shopping. We want to touch and test products before paying, which goes against the very nature of ecommerce. This lack of trust explains why many online businesses in Uganda still offer cash-on-delivery options, even though this increases their operational costs.
The lack of strong consumer protection laws doesn’t help either. Unlike in countries like Kenya or South Africa, Uganda’s legal framework for ecommerce disputes remains weak. If you’re conned, reporting to police often leads nowhere, and pursuing legal action is too expensive for most ordinary Ugandans.
Prices That Don’t Make Sense
One would expect online prices to be lower than in physical shops since online businesses don’t pay for fancy shop space in malls. But in Uganda, the opposite is often true. Many online shops charge more than physical stores for the same items.
Last December, I wanted to buy a blender. The exact same model was selling for 180,000 UGX in Game store at Lugogo Mall, but most online shops were listing it for 250,000 UGX or more. When you add delivery fees, the difference becomes even more ridiculous.
Some online shops also practice “price baiting” – advertising products at extremely low prices, only to inform you after payment that the advertised item is “out of stock” and offering a different, usually inferior product instead. This happened to my neighbor who ordered a 55-inch TV advertised at an unbelievable price, only to be told later that only the 43-inch version was available.
Delivery Fees: The Hidden Cost
Delivery fees in Uganda remain unreasonably high, especially for areas outside central Kampala. I live in Naalya, barely 10 kilometers from the city center, yet some online shops charge me 20,000 UGX for delivery of small items. For friends living in Entebbe or Mukono, delivery fees can sometimes cost more than the product itself!
These high delivery costs defeat the purpose of online shopping, which is supposed to be more convenient and affordable than visiting physical stores. When you add the time spent waiting for deliveries (which can take days even within Kampala), many Ugandans rightly question whether online shopping is worth the hassle.
Even worse, some delivery companies handle packages roughly, resulting in damaged goods. My friend ordered a ceramic teapot that arrived in pieces because the delivery person had placed it underneath heavier items in his bag.
Cyber Security: A Growing Concern
As more Ugandans shop online, cyber criminals have followed the money. Hacking and data breaches have become serious concerns, with several popular Ugandan online platforms suffering security breaches in recent years.
The most alarming incident happened last year when hackers breached a popular online marketplace and stole card details of thousands of Ugandan shoppers. Some victims reported unauthorized transactions on their bank accounts weeks later.
Most local online shops still don’t use proper encryption for customer data, leaving shoppers vulnerable. Many sites also lack basic security features like two-factor authentication, which is now standard in more developed markets.
Poor Customer Service: The Final Straw
Perhaps the most frustrating aspect of online shopping in Uganda is the terrible customer service. Getting help when something goes wrong is often impossible.
Many online shops operate with minimal staff, and their customer service often consists of a single WhatsApp number that rarely responds. I once spent three weeks trying to get a refund for a defective phone case. Despite sending multiple messages and calling repeatedly, I got no response. Eventually, I gave up, losing my money and gaining a permanent distrust of that particular online shop.
The lack of proper return policies also makes online shopping risky. Many shops refuse to accept returns even when they deliver the wrong item. One local online store has a notorious policy of “no returns, no refunds” regardless of the circumstances.
Poorly Designed Websites and Apps
Many Ugandan online shops have websites and apps that look like they were designed in 2000. Slow loading times, confusing navigation, and payment systems that frequently fail in the middle of transactions are common problems.
I recently tried to buy shoes from a popular Ugandan online fashion store. Their website was so poorly designed that I couldn’t filter products by size or color. After spending nearly an hour searching for what I wanted, the payment page crashed when I tried to check out. I eventually gave up and bought the shoes from a physical store.
Even established online retailers suffer from these issues. One major online marketplace has an app that crashes so frequently that it has become a running joke among Ugandan online shoppers.
International Shopping: Expensive and Unreliable
For Ugandans who try to shop from international websites like Amazon or Alibaba, the experience is even more frustrating. Although these platforms offer a wider range of products, the shipping fees, customs charges, and taxes make most purchases prohibitively expensive.
I once ordered a specialized camera lens from Amazon. The lens cost $200 (about 700,000 UGX), but by the time I paid for shipping, customs duties, and taxes, the total came to over 2.3 million UGX. The lens also took six weeks to arrive, rather than the two weeks promised.
Many international retailers simply don’t ship to Uganda at all, requiring us to use expensive forwarding services. These services often add significant costs and delays to purchases.
Conclusion
Despite being around for over a decade, online shopping in Uganda still feels like a risky gamble. From scammers to fake products, high delivery fees to poor customer service, the challenges are many and significant.
However, it’s not all doom and gloom. Some companies are working hard to improve the situation. Platforms like Jumia and Kikuubo Online have introduced better buyer protection policies. Some local startups are focusing on secure payment methods that protect both buyers and sellers. And more Ugandans are sharing their experiences online, helping others avoid scams and identify trustworthy sellers.
As we move forward, both businesses and consumers need to work together to build a safer online shopping environment. Businesses must invest in better security, customer service, and quality control. Consumers must remain vigilant, report fraudulent activities, and support honest businesses.
For now, the best approach is to proceed with caution. Research thoroughly before making purchases, start with small orders when trying new online shops, and whenever possible, choose cash-on-delivery options. With time and effort from all parties involved, perhaps online shopping in Uganda will finally become the convenient, reliable experience we’ve been waiting for.
TAGS:
Uganda delivery fees, fake products Uganda online, Uganda cybersecurity concerns, online shopping scams Uganda, Uganda consumer protection, Uganda international shipping, online payment security Uganda, Uganda ecommerce trust issues, online shopping customer service Uganda, Uganda online marketplace
