Pickup Policy

Merchandise is available for pickup only after payment has been fully confirmed. For Lipa Polepole orders, pickup is permitted only after the full outstanding balance has been cleared.

Pickup Confirmation

Customers will receive a confirmation message by SMS or email when an order is ready for collection. The confirmation will include:

• Order reference.
• Pickup location and address.
• Available pickup date and time window.
• Name or title of the contact person at the pickup point.
• Any special instructions.

Required Information at Pickup

At the point of collection, the customer may need to present:

• Order reference number.
• Payment reference number.
• Name used at checkout.
• Phone number used at checkout.
• A valid form of identification if requested.

Third-Party Collection

A customer may authorise another person to collect an order on their behalf. The authorised representative must provide:

• The order reference number.
• The customer registered phone number.
• Their own name and a valid form of identification.
• Written or digital authorisation from the customer where requested by Ministry staff.

Pickup Window

Orders must be collected within 14 calendar days of the ready-for-pickup notification. If a customer requires more time, they must contact the Ministry before the 14-day window expires to arrange an extension.

Uncollected Orders

If an order is not collected within the 14-day window, the Ministry will attempt to contact the customer at least twice using the registered phone number or email. If the customer remains unreachable for a further 14 days after the initial window, meaning 28 days total from notification, the Ministry may cancel the order. Any refund arising from such cancellation will be handled in accordance with the Refund Policy.