Support Policy
At Tula Online
Store, we are committed to providing timely, helpful, and professional
support to all our customers and vendors. This Support Policy outlines how you
can reach us and what type of assistance you can expect.
1. Support Availability
Our customer care team
is available during the following hours:
Monday to Sunday: 8:00 AM – 5:00 PM
Public Holidays: Closed (except for urgent delivery
issues)
We aim to respond to all
inquiries within 24 hours during business days.
2. Support Channels
You can reach us through
the following channels:
- Phone/WhatsApp: +265993670975
for quick queries, order status, delivery issues, and urgent support. - Email:
- General Support: support@tulamw.com / tickets@tulamw.com
- Sales Inquiries: sales@tulamw.com
3. Types of Support
Provided
We offer assistance
with:
- Order Tracking & Delivery
- Product or Order Inquiries
- Payment Issues (TNM Mpamba,
Airtel Money, Bank)
- Returns & Refunds
- Account or Profile Management
- Vendor & Bulk Order Support
- Technical Issues with the
Website
4. Escalation Process
If your issue is not
resolved within a reasonable time, you may escalate by:
- Replying to the existing
support ticket/email and requesting escalation to complaints@tulamw.com
- Replying to the existing support ticket/email and requesting escalation to complaints@tulamw.com
- Calling the Support
Supervisor line (number provided on request).
- Expect a supervisor response
within 1 business day.
5. Responsibilities of
Users
To help us assist you
better:
- Provide your Order
Number, registered phone number, and a clear
description of your issue.
- Be respectful and patient—our
team is here to help you.
- Avoid multiple submissions for
the same issue as it can slow down the response process.
6. Limitations of
Support
- We do not offer medical, nutritional or any other advice regarding products.
- We are not liable for delays
caused by forces beyond our control (e.g. weather, roadblocks).
- We cannot assist with technical
issues not related to Tula Online Store (e.g. mobile app issues for
payment providers like Mpamba or Airtel Money).
7. Feedback and
Suggestions
Your feedback helps us
grow. If you have suggestions to improve our support or services, please write
to: support@tulamw.com
Policy Updates
This Support Policy may
be updated as needed. We encourage all users to review it periodically on our
website.
Tula Online Store
Tula Online Store is Malawi’s premier online food and grocery store. From fresh fruit and vegetables, rice and grains, spices and seasonings, packaged products, beverages, personal hygiene, and household care product – we have it all. Choose from a wide range of options in every category, exclusively picked to help you find the best quality available at the lowest prices. Make your purchase and your order will be delivered right to your doorstep in the selected areas in Lilongwe. You can pay online using your TNM Mpamba or Airtel Money or pay cash on delivery. We guarantee your satisfaction every time.
Why should I use Tula Online Store?
Convenience - Tula Online Store allows you to walk away from the drudgery of grocery shopping and welcome an easy relaxed way of browsing and shopping for groceries. Food shopping online is now easy as every product on your monthly shopping list, is now available online at Tulamw.com. Discover new products and shop for all your food and grocery needs from the comfort of your home or office. No more getting stuck in traffic jams, struggling to find parking, standing in long queues and carrying heavy bags – get everything you need, when you need it, right at your doorstep.
Supporting another household? – Are you a busy professional who is supporting aging parents, or a spouse and children who live away from you – make sure they get all the provisions through this service. Make your purchase and choose an alternate delivery address and we will make sure to deliver according to your instructions.
Bulk buying groups – Do you belong to an office buying group? or does your savings group (‘Bank Mkhonde’) buy things in bulk? Let us save you the hassle of having to go all over town to find what you need, and reduce the risk of carrying large amounts of cash. Register your buying group with us and send us your order. We will deliver to you. Contact us at corporate@tulamw.com to learn more.
Shop owners – let us save you time and trouble of hunting for goods -give us your order and we will deliver to your shop. Call or whatsapp customer care on
Corporate institutions - Yes, we supply of products at special prices to institutions such as schools, restaurants and corporates. Contact us at corporate@tulamw.com to learn more.
