Wanluv Delivery Policy

This Policy covers how physical goods ordered from the Wanluv Shop are delivered, and how Key Drops & Extra Services are fulfilled. Wanluv is operated by PNG EduTech Limited trading as Wanluv, Port Moresby, Papua New Guinea. Read this with our Refund & Rebooking Policy and Terms of Service.

Part A — Shop deliveries

A1. Who delivers

Items in the Wanluv Shop are sold either by Wanluv directly or by independent sellers (hosts, artisans and local businesses) who list on the Platform. The seller is shown on each product page and is responsible for packing and dispatching the order. Wanluv arranges or coordinates delivery through the options below.

A2. Delivery areas and options

Option	Area	Estimated delivery	Fee
Wanluv Rider (same-day / next-day)	Port Moresby — NCD suburbs including Boroko, Waigani, Gordons, Gerehu, Korobosea, Town, Konedobu, Ela Beach, 8/9 Mile	Orders confirmed before 2 pm are delivered the same day (by 7 pm); later orders next day	From K15, shown at checkout
Deliver to my stay	Any active Wanluv Stay in Port Moresby	Delivered to the host address on or after your check-in date, at a time agreed with the host	From K15
Pick up	Seller's location or a Wanluv pick-up point	Ready within 24 hours of confirmation; hold for 5 days	Free
Domestic courier	Lae, Mt Hagen, Goroka, Madang, Wewak, Kokopo, Alotau and other provincial centres	3–7 business days by Post PNG or a courier partner; remote districts may take 7–14 business days	Calculated by weight at checkout
International	Australia and New Zealand only, on selected items	7–14 business days	Calculated at checkout; customs duties and GST payable by the recipient

Delivery estimates start from order confirmation (payment approved), not from the time you place the order. Sundays and PNG public holidays are not business days.

A3. Delivery address and contact

Please give a precise address, including section/lot/allotment number, street, suburb, compound or building name, and a landmark, plus a PNG mobile number that is switched on at delivery time. Riders will call before arrival. If the address is wrong or incomplete and we cannot reach you, the order returns to the seller and a re-delivery fee applies.

A4. Failed deliveries

The rider will make two attempts. After a second failed attempt the order is held at the seller or pick-up point for 5 days; if unclaimed it is treated as cancelled and refunded less delivery fees (perishable items are not refunded).

A5. Delivery to a Wanluv Stay

If you choose Deliver to my stay, the host will receive the delivery on your behalf. By choosing this option you authorise the host to accept the parcel. Wanluv is not responsible for items after the host has accepted them; report any concern through the Resolution Centre within 72 hours.

A6. Damaged, missing or late items

Damaged on arrival: check your parcel in front of the rider where possible. Photograph the item and packaging and report within 7 days of delivery through the order page or Wanluv Support.
Missing item: report within 7 days of delivery.
Late delivery: if your order has not arrived within 7 days after the estimated delivery window closes, you may cancel for a full refund including delivery fees.

Refund and replacement outcomes follow Part C of the Refund & Rebooking Policy.

A7. Risk and title

Title and risk in the goods pass to you on delivery to the address you provided (or on collection at pick-up). For international orders you are the importer of record and are responsible for any duties or taxes.

A8. Returns

Where a return is approved under the Refund & Rebooking Policy, we will send you a return address and instructions. Faulty or incorrect items are returned at the seller's cost; change-of-mind returns (where accepted) are at your cost. Please pack items securely; refunds are processed within 5 business days of the seller receiving the return.

Part B — Key Drops & Extra Services

B1. Key Drops

A Key Drop is a scheduled handover of keys or access codes for a Wanluv Stay, performed by the host or a Wanluv-approved agent. When you book a Key Drop:

you choose a 30-minute window and a meeting point (the listing, Jacksons International Airport arrivals, a hotel lobby, or another address in Port Moresby);
the provider will confirm the window the day before and message you when en route;
the provider will wait 15 minutes past the end of the window. If you have not arrived and cannot be reached, the Key Drop is treated as a no-show under the Cancellation Policies and you can rebook for a new time slot;
identification may be requested before keys are handed over, to protect the host.

If the provider fails to attend or brings the wrong keys, see Part B of the Refund & Rebooking Policy — the failed Key Drop is refunded and, if it prevents access to your Stay, the Stay is treated as a Reservation Issue.

B2. Extra Services on request

Extra Services (for example, cleaning, laundry, luggage hold, cooking or catering, grocery pre-stocking, airport meet-and-greet, and translation) are listed by the host or a provider with a price and a time slot. They are performed at the Stay address unless the listing says otherwise. The provider will confirm within 24 hours of your request; if they do not, the request expires and any pre-authorised payment is released.

Services are billed as listed; any add-ons agreed during the service must be requested and paid through the Resolution Centre so they are covered by Wanluv's policies.

Part C — General

Delivery fees and estimates shown at checkout are final for that order; if we must change the delivery method after you order (for example, a courier route is suspended), we will contact you and you may cancel for a full refund.
Force majeure: delivery times may be affected by weather, road or airport closures, fuel shortages, civil disturbance or other events outside our control. We will keep you informed and refund delivery fees for orders we cannot fulfil.
Contact: support@wanluv.com · Phone/WhatsApp: +675 70659262 · in-app Help → Contact us.