Delivery Attempts, Refusal and Failed-Delivery Policy

1. Purpose#

This policy explains what happens when your Order does not reach you on the first attempt: how many attempts we make, how long we hold the shipment, the financial effect, and when repeated non-receipt becomes abuse.

2. Why a delivery fails#

3. ★ Number of attempts and holding period#

3.1 We make at least two delivery attempts.

3.2 Before or at each attempt we try to reach you by phone or notification.

3.3 Every attempt and its outcome is recorded in order tracking, where you can see it.

3.4 Once attempts are exhausted, we hold your shipment at the distribution centre for three (3) working days from the last attempt, so you can ask for another attempt.

3.5 You may request an additional attempt within seven (7) working days of the notification of the last failed attempt, through the official support channels. We arrange the additional attempt within two working days of your request where it is operationally possible.

3.6 If the period passes without a request from you, the shipment is returned to its origin and the Order is handled as set out in section 4.

4. Financial effect#

4.1 If you paid by card#

4.1.1 The refund is executed under the Refund Policy once the shipment is back and verified.

4.2 If the Order was cash on delivery#

4.2.1 You paid nothing, so there is nothing to refund.

4.2.2 The Order is cancelled and the Items return to stock.

4.3 Is there a failed-delivery fee?#

4.3.1 Unjustified repetition is handled by restricting a service, not by charging fees — see section 6.

5. Refusing a shipment#

5.1 You are entitled to refuse a shipment at the door.

5.2 There are many legitimate reasons: visible damage to the parcel, an obvious difference from what you ordered, or a change of mind before receipt.

5.3 If you refuse because the parcel appeared damaged or because what was delivered is not what you ordered, record that with the Captain; the route is in the Damaged, Defective, Wrong or Missing Products Policy.

5.4 If you refuse because you changed your mind, the financial effect is as in section 4, and it costs you nothing.

5.5 Refusal is not a return. A return happens after delivery and is subject to its window and conditions under the Returns Policy; refusal happens before delivery and has no window.

6. Repetition and abuse#

6.1 An occasional failed attempt is normal and carries no consequence.

6.2 But a repeated pattern of Orders that are never taken — particularly on cash on delivery — imposes cost on the Platform, on Sellers and on Captains, and is handled in graduated steps:

6.3 We always start with the least action that is sufficient, and only go further if the pattern continues.

6.4 You may object and escalate under the Customer Complaints and Escalation Policy.

7. How to avoid a failed delivery#

• Set your location on the map at checkout, not just the address text.
• Add a description that helps the Captain (floor number, building colour, nearest landmark).
• Check your phone number and that it accepts calls.
• If you will not be there, authorise someone at the address.
• On cash on delivery, have the amount ready before the delivery window.
• Watch the out-for-delivery notification and do not ignore the Captain's call.

8. When the delay is ours#

8.1 If delivery fails for a reason attributable to us or to the delivery partner, nothing is counted against you.

8.2 We bear the cost of re-attempting.

8.3 Article 4(c) of the Consumer Protection Law No. (7) of 2017 obliges the supplier to deliver the good within the agreed or customary period without delay; Article 6(B)(1) treats failure to do so as a breach of contractual obligations.

8.4 If a delay runs on without justification, you may ask to cancel and be refunded in full.

9. Version history#