Last updated: October 11, 2026
This Delivery & Shipping Policy explains how deliveries work on irflexApp: orders from restaurants, supermarkets, shops and pharmacies, and parcels you send with Flex Deliveries. It covers where we deliver, how delivery fees are set, delivery times, tracking, handover and what happens if something goes wrong.
1. Two kinds of delivery
- Store orders (Flex Food, Flex Shopping, Flex Store and pharmacies): you buy from a store, and the order is delivered to your address by an independent driver or by the store's own staff. You can also choose to collect it yourself where the store allows.
- Parcels (Flex Deliveries): you send something of your own, such as documents, a package, an errand, flowers or gifts, a move or cargo, from one address to another with an independent courier.
Offers that include delivery are delivered by the provider, with the delivery fee and area shown in the offer.
2. Where we deliver
- Deliveries are available in the cities and areas where irflexApp operates and where stores and couriers are active.
- Each store delivers within its own delivery area. When you set your delivery address, the app shows the stores that can deliver to it.
- Set your address accurately, including details such as the building, floor, gate or landmark. Add your saved addresses in Menu > Delivery Addresses, or choose one at checkout.
- If you want to collect the order yourself, choose Pickup Order at checkout, where the store offers it.
3. Delivery fees
The delivery fee is always shown at checkout, before you place the order. It is shown in the local currency of the place.
- Store orders: the fee depends on the distance from the store to your address. In most areas it is calculated from our delivery rates for that city or zone: a base fee plus a price per kilometre, with a minimum and a maximum. Where no such rate applies, the store's own delivery fee or the fee of its delivery area is used.
- Parcels: the price depends on the courier you choose and the package: its size, its weight, the distance and any extra stops. The summary shows the package size charge and delivery charge before you pay.
- Coupons: some coupons reduce the delivery fee. The app tells you when a coupon applies to the delivery fee.
- Delivery fee paid in cash: in some areas, the delivery fee must be paid in cash to the driver, even if you paid for the order in the app. When this applies, checkout shows a note telling you before you order.
4. Delivery times
- Delivery times shown in the app are estimates. They depend on how long the store takes to prepare the order, on the distance, on traffic and weather, and on how many drivers are available.
- You can order for as soon as possible or, with Schedule Order, choose a date and time slot, where the store or courier offers it.
- If a store is closed, you may be able to schedule the order for when it opens.
5. Tracking your delivery
- Follow your order in Orders. Its status changes as it moves on: pending, preparing, ready, enroute (on the way) and delivered.
- Tap Track Order to see your driver on the map once the order is on the way.
- We send you notifications at the main steps.
- You can share the order code with someone else so they can track the delivery. Anyone with the code can see its progress, so share it only with people you trust.
- You can chat with the driver and the store, and call the driver through the app, without either of you seeing the other's phone number.
6. Handing over the order
- Proof of delivery: where it is switched on, the driver confirms delivery with the verification code shown in your order details, by scanning it, with a photo or with your signature. Give your code only to the driver when you receive your order.
- Age-restricted items: you confirmed in the app that you are 18 or older. The driver or store may ask for proof of age and may refuse to hand over the items if you cannot show it.
- Cash orders: have the right amount ready if you can. The driver may top up your irflexApp wallet with the change.
- Check your order when you receive it, and tell us about any problem as soon as possible (see section 7).
7. If something goes wrong
- Nobody at the address: the driver will try to reach you through the app chat or call. Keep your phone with you while your order is on the way. If the driver cannot reach you, they contact the store and our support team, and the order may be marked as failed. See our Refund Policy for what happens next.
- Wrong address: if you notice a mistake, contact the driver through the chat straight away and contact Live support. The driver may not be able to go to a different address, especially a distant one.
- Items not available: a store may run out of an item. The store may contact you, or cancel the order; if it is cancelled, anything you paid in the app is refunded to your wallet.
- Missing, wrong or damaged items, or a late or undelivered order: contact Live support with your order code and photos if possible. We check with the store and the driver and, if the problem is confirmed, refund what is due as described in our Refund Policy.
8. Sending parcels with Flex Deliveries
8.1 How it works
- Choose Flex Deliveries on the home screen and select a package type.
- Set the pickup and drop-off addresses, and any extra stops. For each stop, give the contact name and phone number of the person there.
- Enter the package details the courier asks for, such as weight and size, and a description.
- Choose who pays: the sender or the receiver.
- Choose a courier, check the summary and price, choose how to pay and place the order. You can send now or schedule a date and time.
8.2 Package sizes
Couriers choose which sizes they carry and set their own prices. The standard sizes are:
| Size | Weight | Examples |
|---|---|---|
| Small package | Up to 5 kg | Food, medication, documents |
| Medium package | Up to 20 kg | Boxes and larger parcels |
| Large package | 20 to 50 kg | Heavy or bulky items |
| Extra-large package | 50 kg up to 1 ton | House moves, warehouse and bulk deliveries |
8.3 Your responsibilities as sender
- Describe the contents, weight and size accurately. The price is based on them.
- Pack items safely and securely, so they can travel without damage. Mark fragile items.
- Make sure someone is available at pickup and at each stop, and that the contact details are correct. The courier sees the names, phone numbers and addresses you enter and may call those people.
- Do not send prohibited items (see 8.4). The courier may refuse a parcel that seems unsafe, is not as described or breaks the law.
8.4 Prohibited items
You must not send, and couriers will not carry:
- anything illegal to own, sell or transport where it is picked up or delivered;
- weapons, ammunition, explosives, fireworks and parts of weapons;
- illegal drugs and controlled substances, and medicines without the required prescription or authorisation;
- hazardous materials, such as flammable, toxic, corrosive or radioactive substances, gas cylinders and similar items;
- cash, precious metals, jewellery, securities or other valuables beyond what the courier agrees to carry;
- live animals, unless the service clearly allows it;
- stolen or counterfeit goods, and anything else the courier or the law does not allow.
If you send a prohibited item, you are responsible for the consequences, and we may close your account and report it to the authorities where the law requires.
8.5 Loss or damage
Couriers on irflexApp are independent and are responsible for carrying your parcel with care. If a parcel is lost or damaged, contact Live support straight away with your order code and photos. We will help you with the courier. Liability for loss or damage follows our Terms & Conditions and the law.
9. Need help?
Contact Live support or use our Contact page, and include your order code.