Delivery Policy

Last Updated: September 2026

At Wardeina, we understand that timing matters when sending a gift. Whether it is a birthday cake, fresh flowers, chocolates, or a surprise for someone special, our team makes reasonable efforts to prepare and deliver every order according to the selected delivery details.

This Delivery Policy explains how Wardeina deliveries operate and the responsibilities of the sender and recipient.

1. Current Delivery Areas

Wardeina currently provides delivery within:

Jeddah
Makkah

Delivery availability depends on the exact delivery location, product, delivery capacity, and other operational considerations.

Our delivery coverage may expand or change over time. Current availability will be displayed or confirmed during the ordering process.

2. Delivery Charges

Delivery charges may vary depending on:

Delivery city
Delivery location and distance
Product type
Selected delivery option
Order requirements
Redelivery requirements
Other applicable operational factors

The applicable delivery charge will normally be displayed or communicated before the customer completes the order.

3. Delivery Date & Time

Customers can select from the delivery dates and delivery options available when ordering.

Wardeina makes reasonable efforts to deliver within the selected or communicated delivery window.

Unless specifically identified as a guaranteed service, delivery times are estimates and may be affected by circumstances such as:

Traffic conditions
Road closures
Weather
Recipient availability
Incorrect delivery information
Restricted-access locations
Peak order volumes
Government or security restrictions
Accidents or emergencies
Circumstances outside Wardeina’s reasonable control

4. Customer Responsibility for Delivery Information

The sender/customer is responsible for providing accurate and complete recipient information.

Customers must carefully check:

Recipient’s correct name
Recipient’s active mobile number
Correct delivery address/location
City
Building or location details where required
Any important delivery instructions

Wardeina will rely on the information provided by the customer when attempting delivery.

If incorrect, incomplete, inaccessible, or outdated information causes a failed or delayed delivery, Wardeina will not normally be responsible for the resulting delay, failed delivery, missed occasion, or deterioration of a perishable product.

5. Recipient Mobile Number

A valid and active recipient mobile number is important for successful delivery.

Wardeina or our delivery representative may contact the recipient to:

Confirm availability
Confirm or obtain the delivery location
Request directions
Coordinate handover
Resolve an issue affecting delivery

The sender is responsible for ensuring that the recipient mobile number entered with the order is correct.

6. Surprise Gifts

Wardeina supports surprise gifting.

Where reasonably possible, we will avoid unnecessarily revealing the gift or sender details before delivery.

However, successful delivery takes priority. Wardeina may contact the recipient if necessary to obtain their location, confirm availability, arrange access, or complete delivery.

Providing a recipient mobile number authorizes Wardeina to use it for reasonable order and delivery coordination.

7. When the Exact Address Is Not Available

Where supported, a customer may place a gift order using the recipient information available to them.

If additional location information is required, Wardeina may attempt to contact the recipient to obtain or confirm the delivery location.

However, customers should provide as much accurate information as reasonably possible.

Wardeina cannot guarantee delivery if the recipient cannot be contacted or refuses to provide sufficient delivery information.

8. Recipient Unavailable or Unreachable

If the recipient cannot be reached, Wardeina may make reasonable attempts to:

Call or message the recipient
Contact the sender
Obtain additional delivery information
Coordinate another delivery attempt where possible

If the recipient remains unavailable or unreachable and delivery cannot be completed, the order may be treated as an unsuccessful delivery where the cause is outside Wardeina’s reasonable control.

9. Incorrect Address or Contact Information

If delivery cannot be completed because the customer supplied:

An incorrect recipient number
An incorrect address
An incorrect map location
An incomplete location
An incorrect recipient name
Insufficient delivery information

the sender/customer will be responsible for the resulting delivery issue.

If the order needs to be delivered to a corrected or different address, an additional delivery charge may apply.

Delivery to the new location will remain subject to Wardeina’s service coverage and operational availability.

10. Event or Occasion Has Passed

Many Wardeina products are prepared specifically for birthdays, anniversaries, graduations, newborn celebrations, romantic occasions, and other events.

If:

The product has already been prepared;
Wardeina is unable to contact the recipient using the information provided;
The recipient is unavailable;
Incorrect or incomplete delivery information was supplied; or
Another customer/recipient-related issue prevents delivery,

and the intended occasion or event passes, the resulting missed occasion will be considered the sender/customer’s responsibility, provided Wardeina made reasonable efforts to complete the delivery.

Fresh, perishable, customized, or made-to-order products may not qualify for a refund in these circumstances.

11. Perishable Products After Failed Delivery

Many Wardeina products are perishable or freshness-sensitive, including:

Fresh flowers
Cakes
Desserts
Certain chocolates
Food products
Certain gift combinations

If delivery is unsuccessful for reasons attributable to incorrect customer-provided information, recipient unavailability, recipient refusal, or another circumstance outside Wardeina’s reasonable control, the condition of the product may naturally change over time.

Wardeina cannot guarantee the product’s original freshness, appearance, or condition after such a delay.

12. Customer Request to Deliver the Original Product

If an earlier delivery attempt was unsuccessful, the customer may request delivery of the original prepared product in its then-current condition.

Where operationally possible and reasonably safe and lawful, Wardeina may arrange another delivery attempt.

By requesting delivery of the original perishable product after a customer/recipient-caused delay, the customer acknowledges that its freshness, appearance, texture, or overall condition may no longer be the same as when originally prepared.

Wardeina will not be responsible for deterioration caused by such a delay.

For food-safety reasons, Wardeina will not knowingly deliver a food product that we reasonably consider unsafe for consumption.

13. Redelivery

Where another delivery attempt is requested because of:

Recipient unavailability
Incorrect address
Incorrect mobile number
Recipient refusal
Address change
Customer-requested rescheduling
Other circumstances outside Wardeina’s reasonable control

an additional delivery charge may apply.

Redelivery is subject to product condition, delivery capacity, location, and operational availability.

If redelivery is required because of a verified error attributable to Wardeina, an additional delivery fee will not normally be charged.

14. Recipient Refuses the Gift

If the recipient refuses to accept a correctly prepared order, Wardeina may attempt to contact the sender.

Recipient refusal does not automatically qualify the order for a refund.

This is particularly applicable to:

Fresh flowers
Cakes
Chocolates
Personalized products
Customized products
Made-to-order gifts
Other perishable products

Where possible, the sender may request redelivery to another eligible location, subject to additional delivery charges and product condition.

15. Restricted-Access Locations

Some locations may have delivery restrictions, including:

Hospitals
Hotels
Offices
Residential compounds
Event venues
Government facilities
Security-controlled buildings
Religious or restricted areas
Locations with vehicle or courier restrictions

The customer is responsible for providing relevant access information when known.

If our delivery representative cannot legally or operationally enter a restricted location, the recipient may be requested to meet the representative at an accessible handover point.

Wardeina cannot guarantee direct doorstep delivery where access is prohibited or restricted by the relevant location or authority.

16. Hotels, Hospitals & Offices

For deliveries to hotels, hospitals, offices, or similar premises, customers should provide sufficient information such as:

Recipient’s full name
Active mobile number
Building or facility name
Room number where appropriate and permitted
Department or company name where relevant
Other necessary delivery instructions

Delivery may need to be completed through reception, security, concierge, or another authorized handover point according to the location’s rules.

17. Delivery to Another Person

Where the recipient is unavailable, Wardeina may, where appropriate and reasonably authorized, hand the order to another suitable person at the delivery location, such as reception, concierge, security, office reception, or another person identified by the recipient.

Such a handover may be treated as successful delivery where it was reasonably authorized or appropriate under the circumstances.

18. Proof of Delivery

Where appropriate, Wardeina may maintain delivery confirmation records.

These may include:

Delivery status
Delivery time
Recipient confirmation
Delivery notes
Location confirmation
Photograph or other reasonable proof of handover, where appropriate and permitted

Such information may be used for order verification, customer support, dispute resolution, fraud prevention, and operational purposes in accordance with our Privacy Policy.

19. Address Changes After Ordering

Customers should contact Wardeina as soon as possible if the delivery location needs to be changed.

An address change is subject to:

Delivery status
New delivery location
Service coverage
Courier availability
Product condition
Delivery schedule

Additional delivery charges may apply where the new location changes the delivery distance or requires another delivery attempt.

Once an order is already out for delivery, an address change cannot be guaranteed.

20. Delivery Rescheduling

Customers may request to reschedule delivery before dispatch.

Approval depends on:

Product preparation status
Product shelf life
Delivery capacity
Requested new date
Product availability

For perishable products already prepared, rescheduling may not be possible without affecting product quality.

Additional preparation or replacement charges may apply where a fresh product must be produced again because of a customer-requested postponement.

21. Peak Seasons & High-Demand Dates

Delivery operations may be significantly busier during periods such as:

Valentine’s Day
Mother’s Day
Eid
Saudi National Day
Graduation periods
Other major celebrations and seasonal occasions

During peak periods, delivery windows may be broader and exact-time delivery may not always be available.

Customers are encouraged to order early for important occasions.

22. Delivery Delays Caused by Wardeina

If a significant delivery issue occurs because of a verified error attributable to Wardeina, our customer support team will review the circumstances.

Depending on the nature and impact of the issue, an appropriate resolution may include:

Redelivery
Replacement
Store credit
Partial refund
Full refund

The appropriate resolution will depend on the circumstances and applicable consumer rights.

23. Force Majeure & Circumstances Beyond Our Control

Wardeina will not be responsible for delivery delays or failures caused by circumstances reasonably beyond our control, including:

Severe weather
Natural disasters
Major road closures
Government restrictions
Security restrictions
Emergencies
Major infrastructure failures
Other comparable events

Where possible, Wardeina will make reasonable efforts to communicate significant disruptions and provide an appropriate operational solution.

24. Customer Support

If there is a problem with your delivery, please contact Wardeina Customer Support and provide your order number.

Our team may request additional information to investigate and resolve the issue.

25. Consumer Rights

This Delivery Policy is intended to operate in accordance with applicable laws and consumer-protection requirements in the Kingdom of Saudi Arabia.

Nothing in this policy is intended to exclude, restrict, or reduce any consumer right or remedy that cannot legally be excluded or restricted.