1. Order Confirmation

After a successful order, customers may receive an email and/or SMS containing:

• Order number
• Products purchased
• Quantity
• Order total
• Delivery information
• Payment status
• Expected delivery information
• Customer support details

2. Payment Confirmation

Once payment has been successfully confirmed, Wema Food may send a payment confirmation. If payment fails or remains pending, the customer may receive a notification explaining the status.

3. Order Processing

When an order is accepted and being prepared, the customer may receive an order-processing notification. For marketplace orders, the relevant vendor may be responsible for preparing the product.

4. Dispatch Notification

Once an order has been handed to a delivery provider, Wema Food may send:

• Dispatch confirmation
• Delivery partner information where available
• Tracking information where available
• Estimated delivery timeframe

5. Delivery Notification

Customers may receive a notification when the order is marked as delivered. Where appropriate, Wema Food may request delivery confirmation or customer feedback.

6. Failed Delivery

If delivery cannot be completed, Wema Food or the delivery provider may contact the customer using the contact details supplied at checkout.

Depending on the circumstances, the order may be:

• Rescheduled.
• Returned to the vendor.
• Cancelled.
• Subject to an additional delivery charge where applicable.

7. Order Tracking

Customers may track orders using the order reference, phone number, email address, or other verification information provided by Wema Food.

8. Customer Support Communications

Wema Food may contact customers regarding:

• Order problems.
• Payment issues.
• Delivery issues.
• Refunds.
• Product availability.
• Customer complaints.
• Account or security matters.

These communications are considered service communications and may be sent even where a customer has opted out of promotional marketing.

9. Marketing Communications

Customers may receive promotional communications where permitted and where appropriate consent or another lawful basis exists. These may include:

• New product announcements.
• Promotions.
• Discounts.
• Loyalty rewards.
• Referral programmes.
• Wema Food-owned product announcements.

Customers can unsubscribe from marketing emails at any time.

10. Communication Channels

Wema Food may communicate through:

• Email
• SMS
• WhatsApp
• Telephone
• Website notifications

The specific communication channel may depend on the information supplied by the customer and the nature of the notification.

11. Delivery Timeframes

Delivery estimates displayed by Wema Food are estimates unless a specific delivery commitment is expressly stated. Delivery may be affected by:

• Location.
• Vendor processing time.
• Product availability.
• Traffic.
• Weather.
• Public holidays.
• Logistics provider availability.
• Events outside Wema Food's reasonable control.

Where a significant delay occurs, Wema Food will make reasonable efforts to notify the customer.

12. Delivery Information

Customers are responsible for providing accurate:

• Name
• Phone number
• Email
• Delivery address
• Landmark
• Delivery instructions

Incorrect information may result in delays or failed delivery.

13. Customer Communication Preferences

Customers may manage promotional communication preferences through the unsubscribe option provided in marketing emails or by contacting Wema Food. Transactional communications cannot necessarily be disabled while an order or customer service matter remains active.