Williams Alicey Group (WAG)
Effective Date: 25 August 2026

1. INTRODUCTION

This Delivery Policy (“Policy“) explains how products purchased from Williams Alicey Group (“WAG”, “we”, “us” or “our”), or an applicable WAG subsidiary, division or operating business, are processed, dispatched and delivered.

This Policy applies to deliveries arranged directly by the relevant WAG business unless separate delivery terms are provided for a specific product, service, customer agreement or transaction.

By placing an order requiring delivery, the customer agrees to the applicable delivery terms.

Nothing in this Policy limits any rights that cannot lawfully be excluded under applicable South African law.

2. DELIVERY AREAS

Delivery availability depends on the relevant WAG business, product type and delivery destination.

Unless otherwise stated:

  • Standard delivery may be available within designated delivery areas;
  • Certain products may be available for nationwide delivery;
  • Large, heavy, oversized or specialised products may have restricted delivery areas;
  • Remote or outlying areas may require additional delivery time;
  • Certain locations may require a customised delivery quotation.

If WAG is unable to deliver to the address provided, the customer will be contacted to discuss alternative arrangements, collection options or cancellation of the affected order.

3. ORDER PROCESS

The delivery process generally follows the steps below:

Step 1: Order Placement

The customer places an order through the relevant WAG website, platform, sales representative or approved ordering channel.

Step 2: Order Confirmation

The customer receives confirmation that the order has been received.

Receipt of an order does not automatically guarantee acceptance, stock availability or immediate dispatch.

Step 3: Payment Verification

Where payment is required before dispatch, the order will proceed once payment has been successfully verified.

Orders may be delayed where payment cannot be verified.

Step 4: Stock and Order Processing

The relevant WAG business will:

  • Confirm stock availability;
  • Pick and prepare the order;
  • Conduct reasonable order checks where applicable;
  • Package the goods; and
  • Prepare the order for dispatch or collection.

Step 5: Dispatch

Once the order is ready, it will be handed to the relevant WAG delivery team or an approved third-party logistics provider.

Where available, the customer may receive a dispatch confirmation or tracking information.

Step 6: Delivery

The order will be delivered to the delivery address provided by the customer.

The recipient may be required to verify receipt of the order.

4. ORDER PROCESSING TIME

Orders are generally processed within:

1–2 business days

Processing may take longer where:

  • Products are temporarily out of stock;
  • Products are sourced from suppliers;
  • The order contains specialised or oversized items;
  • Payment verification is required;
  • Additional customer information is required;
  • The order is placed during a promotion or high-volume period; or
  • Circumstances outside WAG’s reasonable control affect operations.

Orders placed after the relevant business’s daily order cut-off time may be processed on the next business day.

5. ESTIMATED DELIVERY TIMEFRAMES

Delivery timeframes begin after:

  • Payment has been successfully received or verified, where applicable;
  • The order has been accepted; and
  • The order has been processed and dispatched.

Estimated delivery timeframes are as follows:

Delivery TypeEstimated Delivery Time
Local / Main Delivery Area1–3 business days
Major Metropolitan Areas2–5 business days
Regional Areas3–7 business days
Remote or Outlying Areas5–10 business days
Large, Heavy or Specialised Orders5–14 business days, depending on requirements
Special Order / Supplier-Sourced ProductsTimeframe confirmed with the customer

These timeframes are estimates and are not guaranteed delivery dates unless expressly agreed otherwise in writing.

6. SAME-DAY OR EXPRESS DELIVERY

Where same-day, next-day or express delivery is offered, availability will depend on:

  • The delivery location;
  • Order cut-off time;
  • Product availability;
  • Product size and weight;
  • Delivery capacity; and
  • Applicable delivery charges.

Express delivery may carry an additional charge.

Availability of express delivery will be confirmed before the order is dispatched.

7. DELIVERY FEES

Delivery charges may vary depending on:

  • Delivery location;
  • Distance;
  • Order value;
  • Product size;
  • Product weight;
  • Number of items;
  • Delivery urgency;
  • Special handling requirements; and
  • The delivery method selected.

Where possible, the applicable delivery fee will be displayed or communicated before the customer completes the order.

For certain large, bulk or specialised orders, a separate delivery quotation may be required.

8. FREE DELIVERY

Where WAG offers free delivery, the promotion may be subject to specific conditions, including:

  • Minimum order value;
  • Specific geographical areas;
  • Selected products;
  • Promotional periods; or
  • Other communicated requirements.

Free delivery does not automatically apply to oversized, bulk, heavy or specialised products unless specifically stated.

WAG reserves the right to amend or withdraw promotional delivery offers in accordance with applicable law.

9. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address.

The delivery address should include, where applicable:

  • Building or house number;
  • Street name;
  • Suburb;
  • City or town;
  • Postal code;
  • Relevant access instructions; and
  • A valid contact number.

WAG may not be responsible for delays, additional costs or failed deliveries resulting from incorrect or incomplete delivery information provided by the customer.

If the delivery address needs to be changed after an order has been processed, the customer should contact WAG immediately.

Address changes may not always be possible once an order has been dispatched.

10. DELIVERY CONTACT AND RECIPIENT

The customer must ensure that:

  • A person authorised to receive the delivery is available;
  • The recipient is reasonably able to inspect the delivery;
  • The recipient can provide any required confirmation of receipt; and
  • WAG can contact the customer or recipient if necessary.

Delivery may be accepted by a person at the delivery address who reasonably appears authorised to receive the goods.

By providing a delivery address, the customer authorises delivery to an appropriate recipient at that address unless specific delivery instructions have been agreed.

11. PROOF OF DELIVERY

WAG or its delivery partner may require proof of delivery.

Proof of delivery may include:

  • A signature;
  • Electronic confirmation;
  • A one-time verification code;
  • A photograph confirming delivery, where appropriate; or
  • Another reasonable method of confirming receipt.

Once proof of delivery has been obtained, the order may be regarded as delivered, subject to applicable law and any legitimate customer dispute.

12. DELIVERY INSPECTION

Customers are encouraged to inspect delivered goods as soon as reasonably possible.

Where there is visible damage, an incorrect item or a missing item, the customer should notify WAG as soon as reasonably possible.

Where practical, customers should:

  • Retain the original packaging;
  • Take photographs of damaged goods or packaging;
  • Retain delivery documentation; and
  • Provide the relevant order or invoice number.

Prompt notification assists WAG in investigating and resolving delivery-related issues.

This requirement does not remove statutory consumer rights.

13. FAILED OR UNSUCCESSFUL DELIVERY

A delivery may be unsuccessful where:

  • No authorised person is available to receive the order;
  • The delivery address is incorrect;
  • Access to the property cannot reasonably be obtained;
  • The customer cannot be contacted where contact is reasonably necessary;
  • The location is unsafe or inaccessible;
  • Delivery restrictions prevent completion; or
  • Another circumstance prevents successful delivery.

Where delivery is unsuccessful, WAG or its delivery partner may:

  • Attempt delivery again;
  • Contact the customer;
  • Arrange an alternative delivery date;
  • Make the order available for collection; or
  • Cancel the delivery arrangement where reasonably necessary.

Additional delivery charges may apply for repeat delivery attempts where the unsuccessful delivery resulted from circumstances attributable to the customer.

14. LARGE, BULK AND HEAVY DELIVERIES

Certain products may require specialised delivery arrangements.

This may apply to:

  • Bulk orders;
  • Building materials;
  • Heavy equipment;
  • Oversized products;
  • Palletised goods; or
  • Products requiring specialised handling.

Customers may be required to ensure that:

  • Adequate access is available;
  • The delivery location is accessible to the delivery vehicle;
  • Suitable offloading arrangements are available;
  • Any necessary equipment or labour is available where agreed; and
  • Any site-specific requirements are communicated before delivery.

Unless expressly agreed otherwise, standard delivery may mean delivery to the reasonably accessible delivery point and may not include:

  • Carrying goods into a building;
  • Carrying goods upstairs;
  • Installation;
  • Assembly;
  • Placement inside a specific room; or
  • Special lifting or offloading services.

Additional services may be available at an additional cost where arranged in advance.

15. DELAYS

Although WAG will make reasonable efforts to meet estimated delivery timeframes, delays may occur due to circumstances including:

  • Stock shortages;
  • Supplier delays;
  • High order volumes;
  • Traffic;
  • Vehicle breakdowns;
  • Weather conditions;
  • Industrial action;
  • Power or telecommunications disruptions;
  • Security incidents;
  • Public holidays;
  • Incorrect delivery information; or
  • Other circumstances beyond WAG’s reasonable control.

Where a material delay occurs, WAG will make reasonable efforts to communicate with the customer.

16. SPLIT DELIVERIES

Where an order contains multiple products, the items may occasionally be delivered separately.

This may occur where:

  • Products are located in different facilities;
  • Products have different availability dates;
  • Different logistics providers are used; or
  • A product requires specialised delivery.

Where practical, the customer will be informed if a split delivery is required.

Additional delivery charges will not ordinarily be imposed solely because WAG elects to split an order, unless otherwise agreed with the customer.

17. DELIVERY OF INCORRECT OR DAMAGED PRODUCTS

If the customer receives:

  • The incorrect product;
  • A damaged product;
  • An incomplete order; or
  • A product materially different from the order,

the customer should contact WAG as soon as reasonably possible.

WAG will investigate the matter and, where appropriate:

  • Arrange collection;
  • Arrange replacement;
  • Supply missing items;
  • Provide a refund; or
  • Provide another remedy in accordance with applicable law and the relevant policy.

Please refer to the applicable Refund Policy and Terms & Conditions for further information.

18. ORDER TRACKING

Where tracking is available, WAG may provide:

  • A tracking number;
  • Delivery updates;
  • SMS notifications;
  • Email notifications; or
  • Other communication regarding delivery status.

Tracking availability may depend on the delivery provider and service selected.

19. CHANGE OF DELIVERY INSTRUCTIONS

Customers requiring changes to delivery instructions should contact WAG as soon as possible.

Changes may include:

  • Delivery address changes;
  • Alternative delivery dates;
  • Collection instead of delivery; or
  • Updated recipient information.

WAG cannot guarantee that changes can be made once an order has been dispatched.

Additional charges may apply where changes result in additional delivery costs.

20. COLLECTION / CLICK & COLLECT

Where collection is available, the customer will be notified when the order is ready.

Customers collecting an order may be required to provide:

  • Order confirmation;
  • Proof of purchase;
  • Identification; or
  • Other reasonable verification.

Orders should only be collected after confirmation that they are ready.

Storage periods and collection deadlines may apply to certain orders.

21. BUSINESS DAYS

For purposes of this Delivery Policy, a business day generally means Monday to Friday, excluding South African public holidays.

Delivery processing and transit times may not include:

  • Weekends;
  • Public holidays; or
  • Periods during which the relevant WAG business is closed.

22. FORCE MAJEURE

WAG will not be responsible for delivery delays or failures caused by circumstances beyond its reasonable control.

Such circumstances may include:

  • Natural disasters;
  • Severe weather;
  • Fire;
  • Civil unrest;
  • Government action;
  • Industrial action;
  • Transport disruptions;
  • Supply-chain interruptions;
  • Power failures;
  • Telecommunications failures; or
  • Other events outside WAG’s reasonable control.

WAG will take reasonable steps to minimise the impact of such events where practicable.

23. CUSTOMER SUPPORT

For delivery-related enquiries, customers should contact the relevant WAG business identified on their:

  • Order confirmation;
  • Invoice;
  • Receipt; or
  • Relevant website.

Where no specific contact details are provided:

Williams Alicey Group (WAG)
Email: info@williams.africa
Telephone: +27 60 413 2240

Please provide:

  • Your full name;
  • Order or invoice number;
  • Delivery address;
  • Contact number; and
  • Details of your enquiry.

24. CHANGES TO THIS DELIVERY POLICY

WAG may update this Delivery Policy from time to time to reflect changes in:

  • Delivery operations;
  • Logistics providers;
  • Service areas;
  • Delivery timeframes;
  • Applicable legislation; or
  • Business operations.

The latest version will be published on the relevant WAG website or platform.

25. GOVERNING LAW

This Delivery Policy is governed by the laws of the Republic of South Africa.

Nothing in this Policy is intended to limit consumer rights that cannot legally be excluded.

26. DOCUMENT CONTROL

Document Owner: Williams Alicey Group
Document: Delivery Policy