You understand that the available goods offered by Welyra may vary from delivery area to delivery area. By entering your delivery address on the Platform, you will see the Merchants that we make available to you at that time. Delivery areas may expand, shrink or change depending on different conditions such as: weather, traffic, situations of force majeure, etc.
Delivery Time
Welyra shall deliver your Order to the delivery address provided by you. An estimated delivery time will be provided to you in your email confirmation as well as on the order tracking page. However, delivery times shall vary depending on factors that are not controllable (e.g. order quantity, distance, time of day (peak periods), weather conditions, traffic conditions, etc.). You can view the remaining delivery time of an Order when you click on ‘My orders’ on the Platform. You acknowledge that the delivery time we provide is only an estimate and Orders may arrive earlier or later. To ensure that you do not miss a delivery of an Order, you should ensure that either you or someone is at the delivery location to receive the Order once an Order is placed.
Unsuccessful or Failed Deliveries
Without prejudice to any other clauses in these Terms, in cases where we attempt to deliver an Order but we are unable to do so due to the reasons caused by you, including but not limited to:
- No one was present or available to receive the Order
- customer was uncontactable despite attempts to reach the customer via the phone number provided
- lack of appropriate or sufficient access to deliver the Order successfully
- lack of a suitable or secure location to leave the Order.
- We will contact you via, among others, in-app call or message, or email, to inform the unsuccessful delivery and next steps. In such cases, Welyra reserves the right to cancel the Order without refund or remedy to you.
- No Show Cancellation
- If you remain uncontactable or fail to receive the Order within reasonable time from the time the Order arrives at your delivery address, Welyra reserves the right to cancel the Order without refund or remedy to you.
- Wrong Order, Missing Order, Defective Items
- Upon receipt of your Order, if you discover that there are issues with your Order (e.g. wrong order, defective order, or missing items) please contact customer support via our in-app customer support chat feature immediately. In some cases, Welyra may request for photographic proof and/or additional information to properly investigate the issue with your Order. If we determine that the Order and/or goods you received are not of satisfactory condition or quality, we will compensate you for your Order or parts of your Order.
- Late Delivery
- If your Order is significantly delayed from the estimated delivery time, please contact customer support via our in-app customer support chat feature immediately. In some cases, Welyra may request for additional information to properly investigate the issue with your Order. If we determine that the Order and/or goods you received is significantly delayed we will compensate you for your Order.
- Contactless Delivery
- As one of the delivery options, the customer may select (for some of the offered goods) contactless delivery (the delivery of the Order to the front door of a specified delivery address without face-to-face interaction for instance). Welyra shall not be liable for theft, damage, contamination and/or other deterioration of the goods that occur after delivery has taken place.
