Failed Delivery Policy

Delivery Attempts & Failed Delivery Policy

At DarkWillow, we work with trusted courier partners to ensure your order reaches you safely and as quickly as possible. To keep our delivery process fair and efficient for all customers, please review the policy below regarding delivery attempts and failed deliveries.

First Delivery Attempt

DarkWillow covers the cost of the first delivery attempt to the delivery address provided during checkout.

It is the customer’s responsibility to ensure that:

  • The delivery address is correct and complete
  • A valid contact number is provided
  • Someone is available to receive the parcel
  • Any special delivery instructions are provided in advance (e.g., estate access codes, security instructions, building details, or alternative contact persons)

Providing clear and accurate information helps ensure your parcel arrives without delays.

Failed Delivery Attempts

A delivery may be considered failed if the courier cannot successfully complete delivery due to reasons such as:

  • Incorrect or incomplete address details
  • No one available to receive the parcel
  • Security estates or complexes denying access
  • Incorrect or unreachable contact number
  • Missing delivery instructions for difficult-to-access properties
  • Refusal of delivery

If the courier is unable to deliver the parcel during the first attempt, the package may be returned to the courier depot or to our warehouse depending on the courier’s policy.

Additional Delivery Fees

DarkWillow covers the cost of the first delivery attempt only.

If a delivery fails due to incorrect information or inability to complete delivery, any additional delivery attempts will be charged to the customer.

These fees may include:

  • Re-delivery fees
  • Address correction fees
  • Return-to-sender courier fees
  • Re-shipping costs

The exact cost will depend on the courier service used and the delivery location.

Customer Responsibility

By placing an order on darkwillow.co.za, customers agree to:

  • Provide accurate delivery details
  • Provide a working contact number
  • Ensure the delivery location is accessible to courier drivers
  • Provide special delivery instructions when required

Liability for Delivery Costs

DarkWillow is not responsible for covering additional delivery costs that arise from failed delivery attempts caused by incorrect information, inaccessible properties, or unavailable recipients.

By using our website and placing an order, customers acknowledge and agree that:

  • DarkWillow will cover the initial delivery attempt only
  • Any additional delivery attempts or re-shipping costs are the responsibility of the customer
  • DarkWillow is not obligated to deliver the order again at our own cost after a failed delivery attempt

How to Avoid Delivery Issues

  • Double-check your delivery address before completing checkout
  • Include unit numbers, estate names, or building details
  • Provide a working cellphone number
  • Add special delivery instructions if needed
  • Ensure someone is available to receive the parcel

If you need to update your delivery details after placing your order, please contact us as soon as possible before the order is dispatched.

Contact Us

If you have any questions about delivery or need to update your delivery information, please contact us:

Email: sales@darkwillow.co.za
Website: www.darkwillow.co.za