Delivery Terms

These Delivery Terms and Conditions (“Delivery Terms”) govern the physical fulfilment of all product orders placed through the SendAChoice platform (“Platform”). They apply to buyers, recipients and any other party involved in the receipt of goods sourced through SendAChoice.

These Delivery Terms form part of and should be read alongside our Terms and Conditions, which govern all other aspects of the SendAChoice service. In the event of a conflict between these Delivery Terms and the general Terms and Conditions on a delivery matter, these Delivery Terms prevail.

By accessing a collection link, making a product selection or submitting a delivery address, the recipient agrees to these Delivery Terms in full — regardless of whether they were a party to the original purchase. See Section 2A of the general Terms and Conditions for the full binding effect on recipients.

SendAChoice does not hold fixed warehouse stock. When a recipient confirms their product selection, our fulfilment team sources those items through our network of Partners — which spans local retailers, brand distributors and international suppliers across multiple countries.

This model allows us to offer a wide range of products across many markets. It also means delivery timeframes are determined by where chosen items are available, not by a single warehouse location. We always attempt to source locally first. If an item is available through a supplier in the recipient's country, we will use that route. If it can only be sourced internationally, we will fulfil it that way.

Fulfilment is carried out by our Partners, not directly by SendAChoice. Partner-confirmed availability, specifications, pricing and lead times are authoritative — see Section 10 of the general Terms and Conditions for full details.

Timeframes below apply from the point at which a recipient confirms their product selection:

Where an order spans multiple products from different sourcing routes, items may arrive in separate deliveries. Please allow up to 30 calendar days before raising a delivery concern unless you have received specific communication from us indicating otherwise. We will communicate proactively if a delay is expected beyond the stated window.

The delivery address submitted by the recipient at checkout is their sole responsibility. Recipients must ensure the address is:

• accurate and complete, including any apartment, floor or unit number
• accessible to the carrier on the expected delivery date
• a location where the recipient or an authorised person can receive the parcel

Where an item is dispatched to an address provided by the recipient, SendAChoice's delivery obligation is discharged upon handover to the carrier for that address. We are not liable for non-delivery, misdelivery, loss or damage resulting from an address error, omission or inaccuracy made by the recipient.

Address changes after dispatch. Once an order has been dispatched, SendAChoice cannot guarantee the ability to redirect delivery. If a recipient needs to change their delivery address after confirming their order but before dispatch, they must notify us immediately at support@sendachoice.com. We will make reasonable efforts to update the address but cannot guarantee this once procurement and dispatch instructions have been issued. Any redirection costs levied by the carrier are the recipient's responsibility.

Address changes after dispatch are not guaranteed and any costs incurred are borne by the recipient.

Where a carrier attempts delivery and the recipient is not available to receive it:

• The carrier will typically leave a delivery notification and attempt redelivery or hold the item at a local depot or collection point
• It is the recipient's responsibility to arrange collection or redelivery through the carrier directly
• Any redelivery fees, storage charges or costs incurred as a result of a missed delivery are the sole responsibility of the recipient — SendAChoice will not cover, reimburse or absorb these costs
• Where an item is returned to sender following a failed delivery that was the result of recipient unavailability, no refund of collection value will be issued. If we receive the item back and it is viable to reship, the recipient will be invoiced for the cost of reshipment before redispatch

Recipients are responsible for monitoring carrier tracking notifications and ensuring they or an authorised person are available to receive delivery, or that a safe delivery location has been arranged with the carrier in advance.

Where a carrier confirms delivery with tracking evidence — including GPS scan, signature, photograph or electronic delivery confirmation — SendAChoice's delivery obligation is fully and finally discharged for that item.

Where a recipient disputes receipt of an item that the carrier has confirmed as delivered, the dispute lies between the recipient and the carrier under the carrier's own claims and liability policy. SendAChoice will provide reasonable assistance in raising a carrier claim — including sharing tracking information and dispatch records — but accepts no financial liability for items that the carrier has confirmed as delivered.

Recipients should contact us at support@sendachoice.com within 7 days of the carrier's confirmed delivery date if they believe a confirmed delivery is incorrect.

Where an item is damaged in transit by the carrier — meaning it was in acceptable condition when dispatched and arrived in a damaged state — the following applies:

• Recipients must report transit damage within 7 days of delivery by emailing support@sendachoice.com with their order reference and clear photographs of the damaged item and packaging
• SendAChoice will raise a claim through the carrier's claims process and make reasonable efforts to arrange a replacement or resolution
• Our liability in transit damage cases is limited to the outcome of the carrier claims process. We will not pay compensation in excess of what the carrier is liable for under their terms, and our liability does not extend beyond the face value of the damaged item
• We do not accept liability for minor cosmetic damage to outer packaging — boxes, bags or wrapping — that does not affect the product itself

Where a recipient selects a perishable product — including food, fresh produce, flowers, chilled or frozen items, or any product with a defined shelf life — the following additional terms apply:

• Perishable items will be dispatched to arrive within the product's viable shelf life under normal delivery conditions
• SendAChoice is not liable for deterioration of perishable items resulting from missed delivery attempts, recipient unavailability, carrier delays outside our reasonable control, or conditions at the recipient's address that prevent timely receipt
• Recipients selecting perishable items accept the inherent risk associated with the nature of such products and the dependency on timely delivery and receipt
• Where a perishable item is rendered unusable due to carrier delay not caused by recipient action, we will make reasonable efforts to arrange an appropriate resolution, but cannot guarantee replacement of perishable goods

Some products are sourced from international suppliers and will be shipped cross-border to the recipient. In all such cases:

• The recipient is solely responsible for any import duties, customs fees, VAT, excise taxes or regulatory charges levied by their country's customs authority on incoming goods. SendAChoice does not estimate, pre-pay, cover or refund such charges
• Where a parcel is held by customs and released only upon payment by the recipient, that cost is the recipient's to bear. We will provide any documentation reasonably requested to assist with customs clearance
• Where a parcel is returned to sender because the recipient did not pay applicable customs charges or failed to respond to a customs notification, no refund of collection value will be issued
• Customs clearance can add delays beyond our control. We cannot guarantee delivery dates for internationally sourced items and the timeframes in Section 3 are estimates only for cross-border shipments
• Certain product categories may be subject to import restrictions in specific countries. It is the recipient's responsibility to confirm that their selected products can legally be imported into their location. Where fulfilment would violate applicable law or import regulation, SendAChoice reserves the right to cancel that item and offer an alternative or partial resolution

SendAChoice currently delivers across 20+ countries. Coverage varies by product category — some products are available worldwide, while others are restricted to specific regions based on supplier capabilities and import regulations.

It is the recipient's responsibility to confirm they are in an eligible delivery location before redeeming a collection. Where a recipient provides a delivery address in a jurisdiction we cannot serve — or where fulfilment to that jurisdiction would violate applicable law, sanctions or export controls — SendAChoice reserves the right to cancel fulfilment of the affected items without refund of collection value.

If you are unsure whether we deliver to a specific country or address, contact us at support@sendachoice.com before redeeming.

Once items are dispatched, both the sender and recipient will receive tracking information by email where available. Tracking coverage depends on the carrier and fulfilment route used.

For some internationally sourced orders, detailed tracking may only be available once the item has entered the destination country's local carrier network. Where tracking is unavailable for a specific shipment, we will provide estimated delivery windows and follow up proactively if those windows are exceeded.

If an order has not arrived within the expected timeframe, please wait until 30 calendar days from order confirmation before contacting us, unless we have communicated otherwise.

If 30 days have passed and the order has not arrived, contact us at support@sendachoice.com with your order reference. We will investigate and, where an item is confirmed lost or undelivered through no fault of the recipient, we will arrange a replacement or appropriate resolution.

Where a delivery failure is attributable to the recipient — including incorrect address, missed delivery, failure to pay customs charges, or failure to collect from a depot — Section 4 and Section 5 apply and no automatic replacement or refund is available.

If items arrive damaged or materially different from what was selected and confirmed:

• Contact us within 14 days of receipt at support@sendachoice.com
• Include your order reference and clear photographs of the item and packaging
• We will arrange a replacement or resolution at our discretion

The applicable standard for a valid claim is objective defect — the item is materially damaged, clearly incorrect, or genuinely not as described. Subjective dissatisfaction with a product's quality, taste, aesthetic, size, colour variance or personal appeal does not constitute a defect and is not grounds for a return, refund or replacement under these Delivery Terms.

Returns must go through SendAChoice. Items procured through SendAChoice cannot be returned directly to the brand, retailer or any third-party store. The supply chain through which items are procured means the brand has no record of a direct consumer sale and will be unable to process a return. All return and resolution requests must be directed to SendAChoice. We will manage any resolution through our Partner network.

In the rare case that a selected item becomes unavailable after a recipient's order is confirmed:

• We will contact the recipient with equivalent alternatives of equal or greater value within the same category
• If no suitable alternative is available and the recipient does not wish to select a substitute, we will arrange an appropriate resolution at our discretion
• Unavailability and substitution do not constitute a breach of our Terms and Conditions or these Delivery Terms

For full details on how Partner authority governs product specifications, pricing and availability, see Section 10 of the general Terms and Conditions.

SendAChoice is not liable for any failure or delay in delivery caused by events beyond our reasonable control, including natural disasters, extreme weather, war, civil unrest, strikes, carrier network disruption, pandemic-related restrictions, government action or border closures. Where such an event affects an order, we will communicate proactively and take reasonable steps to minimise disruption once the event resolves.

Force majeure at the recipient's location. Where delivery is made impossible by conditions at or near the recipient's address — including natural disaster, civil unrest, localised emergency or government restriction — SendAChoice's liability is limited to making reasonable efforts to reattempt delivery once the situation resolves. Delivery impossibility caused by conditions at the recipient's location does not create an automatic right to a refund of collection value.

SendAChoice acts as the facilitator and coordinator of fulfilment through our Partner network. We are not the manufacturer or brand owner of any product sourced through our Platform.

Our total liability for any delivery issue is limited to the face value of the affected item within the collection. We are not liable for indirect, consequential or punitive losses arising from delivery failures, delays or disputes — including but not limited to distress, loss of enjoyment, loss of occasion, or any costs incurred by the recipient as a consequence of a delivery outcome.

These Delivery Terms must be read in conjunction with the full Terms and Conditions, including the limitation of liability provisions in Section 15 of those Terms.