Important things to know

Please review our terms and conditions document, which you received at on boarding,
and let us know if you require any clarification!

Working hours

  • Wakilni’s back-office working hours are:
    Monday to Saturday 8am till 5pm.

  • If you reach us outside the working hours, we will do our best to answer you, but otherwise the team will get back to you the following morning.

WhatsApp Support

  • Please allow the team between 20 to 30 minutes to answer your messages over WhatsApp. It usually takes us less time to get back to you!
  • When messaging, and especially when the message includes details about the orders, please avoid sending out long (and several) voice notes to avoid any missed details. It is preferable that you text message instead, or keep the voice messages concise.

Accounting & Cashboxes

  • You may choose one of the below 3 subscription plans for receiving your customers' cash: Once a week, Once every two weeks or once a month

  • You will be asked to sign a receipt upon receiving your cash box. Please make sure to count the received amount on the spot. Wakilni will not be liable for any raised issues after receiving the signed copy of the receipt.

  • Your cashbox includes all the collected amounts for orders delivered, excluding the last 3 working days for auditing purposes.

  • Cash boxes are issued based on the set schedule. If you require your cash box ahead of time, kindly inform us over your support whatsapp group and we will provide you with the earliest dispatch date. An additional fee applies.

  • In case your scheduled cashbox falls on a holiday, you will receive it on the next due date.

  • Delivery charges are discounted from your cash box. Alternatively, you may specify that you prefer to make the payment separately. VAT applies.

  • Wakilni issues monthly bills between the 1st and 10th. We accept payments by cash only.

  • If you require your customers to only pay in a certain currency, kindly inform us and make sure your customers are well informed of such. Our drivers will do their best to abide by your instructions, and will refuse delivering an order if the customer insists on paying in another currency which would result in a failed delivery. Kindly ensure your customers are well informed in order to reduce the pressure on our drivers and avoid misunder- standings.

  • It is not the driver’s responsibility nor the accounting back office team to detect fake notes. In the event that a fake note is discovered following sale completion, it is your sole responsibility to follow up on compensation from your customer.

  • Kindly add a comment on the portal if your customer wants to pay by credit card when you place their order with us.

  • A 2.5% charge will apply to all orders regardless the amount to be charged. We accept Visa and MasterCard. We do not accept Amex cards.
    Credit card payments are paid back to the store in the form of checks.

  • For queries related to accounting, please message us on the support whatsapp group and allow the accounting team 24 hours to get back to you.

Pickup Requests

  • Pick-up / Deliver by motorcycle: Place your request one day ahead. Same day pick-ups and deliveries by motorcycle shall be attended to based on availability.

  • Pick-up / Deliver by car: Place your request one day ahead. Pick-ups and deliveries will be scheduled based on availability.

  • If you think your items require a car, please mention it on the support group 24 hours ahead of time.

Other important Notes

  • Make sure to add delivery fees to your collection amount. Example:
    • Your order is for 20$ & your delivery fee is 5$

    • You are charging your client delivery fees

    • The collection amount you specify should be 25$

  • When placing your order on the system, please make sure to keep the field “Delivery Payment Type” ”On Account”. If you change this field, additional fees would be collected to the collection amount.

  • Please avoid specifying time windows for deliveries outside Beirut as our drivers’ routes change on daily basis. Instead, please inform your customers that our driver will get in touch to coordinate the delivery time.

  • If your items are fragile, please make sure they are properly wrapped and packaged. We do our best to handle fragile items properly.

  • Please make sure to either place a waybill on your bag printed from the portal or to staple/stick a small note on the bag indicating your store’s name (if your bags are not branded) and your customer’s information

General Terms & Conditions

  • In the event of a complaint regarding the service provided, please contact us on [email protected] or on your dedicated whatsapp group. Please allow our team 24 hours to get back to you.
  • Deliveries are insured against loss, damages and theft. Compensation is determined depending on case by case basis and in coordination with the insurer. Insurance poli- cies do not cover Baalbeck and Hermel areas and Wakilni is not liable for the conse- quences of any incidents inflicted by third parties in those areas.
  • We donot handle cash collections exceeding $5,000 or the equivelant in LBP. We reserve the right to charge delay fees for delays met at any destination.
  • We reserve the right to charge additional fees for telephone calls made to destinations & unknown addresses.
  • We do not handle prohibited or illegal items. It is your sole responsibility to ensure that items being sent do not contain any prohibited or illegal items.
  • You will be informed once a delivery order cannot be completed for any particular reason such as wrong address, no one available to receive the package, etc... Wakilni’s customer service agent shall await instructions from you on case by case basis.
  • In the event that your customer is not available at the time of delivery: The delivery charge still holds, on condition that Wakilni had previously contacted the customer and scheduled the delivery at the requested time. Wakilni will carry out a second attempt before returning the item free of charge on condition that the attempts are not frequent Additional trips are charged beyond that.
  • It is your responsibility to follow up on return orders, exchange and canceled items. Wakilni shall not be responsible for any claimed damages or missing items after 5 work- ing days of their arrival to Wakilni’s offices.
  • Wakilni is not liable for orders after delivery. Kindly request from your customers to check their received orders and their condition upon delivery in the presence of the driver.
  • Please limit communication over whatsapp groups to text messages or voice notes under 30 seconds. Calls need to be prescheduled.
  • Wakilni’s back-office working hours are:
    Monday to Saturday 8am till 5pm.

  • If you reach us outside the working hours, we will do our best to answer you, but otherwise the team will get back to you the following morning.

  • Please allow the team between 20 to 30 minutes to answer your messages over WhatsApp. It usually takes us less time to get back to you!
  • When messaging, and especially when the message includes details about the orders, please avoid sending out long (and several) voice notes to avoid any missed details. It is preferable that you text message instead, or keep the voice messages concise.

  • You may choose one of the below 3 subscription plans for receiving your customers' cash: Once a week, Once every two weeks or once a month

  • You will be asked to sign a receipt upon receiving your cash box. Please make sure to count the received amount on the spot. Wakilni will not be liable for any raised issues after receiving the signed copy of the receipt.

  • Your cashbox includes all the collected amounts for orders delivered, excluding the last 3 working days for auditing purposes.

  • Cash boxes are issued based on the set schedule. If you require your cash box ahead of time, kindly inform us over your support whatsapp group and we will provide you with the earliest dispatch date. An additional fee applies.

  • In case your scheduled cashbox falls on a holiday, you will receive it on the next due date.

  • Delivery charges are discounted from your cash box. Alternatively, you may specify that you prefer to make the payment separately. VAT applies.

  • Wakilni issues monthly bills between the 1st and 10th. We accept payments by cash only.

  • If you require your customers to only pay in a certain currency, kindly inform us and make sure your customers are well informed of such. Our drivers will do their best to abide by your instructions, and will refuse delivering an order if the customer insists on paying in another currency which would result in a failed delivery. Kindly ensure your customers are well informed in order to reduce the pressure on our drivers and avoid misunder- standings.

  • It is not the driver’s responsibility nor the accounting back office team to detect fake notes. In the event that a fake note is discovered following sale completion, it is your sole responsibility to follow up on compensation from your customer.

  • Kindly add a comment on the portal if your customer wants to pay by credit card when you place their order with us.

  • A 2.5% charge will apply to all orders regardless the amount to be charged. We accept Visa and MasterCard. We do not accept Amex cards.
    Credit card payments are paid back to the store in the form of checks.

  • For queries related to accounting, please message us on the support whatsapp group and allow the accounting team 24 hours to get back to you.

  • Pick-up / Deliver by motorcycle: Place your request one day ahead. Same day pick-ups and deliveries by motorcycle shall be attended to based on availability.

  • Pick-up / Deliver by car: Place your request one day ahead. Pick-ups and deliveries will be scheduled based on availability.

  • If you think your items require a car, please mention it on the support group 24 hours ahead of time.

  • Make sure to add delivery fees to your collection amount. Example:
    • Your order is for 20$ & your delivery fee is 5$

    • You are charging your client delivery fees

    • The collection amount you specify should be 25$

  • When placing your order on the system, please make sure to keep the field “Delivery Payment Type” ”On Account”. If you change this field, additional fees would be collected to the collection amount.

  • Please avoid specifying time windows for deliveries outside Beirut as our drivers’ routes change on daily basis. Instead, please inform your customers that our driver will get in touch to coordinate the delivery time.

  • If your items are fragile, please make sure they are properly wrapped and packaged. We do our best to handle fragile items properly.

  • Please make sure to either place a waybill on your bag printed from the portal or to staple/stick a small note on the bag indicating your store’s name (if your bags are not branded) and your customer’s information

  • In the event of a complaint regarding the service provided, please contact us on [email protected] or on your dedicated whatsapp group. Please allow our team 24 hours to get back to you.
  • Deliveries are insured against loss, damages and theft. Compensation is determined depending on case by case basis and in coordination with the insurer. Insurance poli- cies do not cover Baalbeck and Hermel areas and Wakilni is not liable for the conse- quences of any incidents inflicted by third parties in those areas.
  • We donot handle cash collections exceeding $5,000 or the equivelant in LBP. We reserve the right to charge delay fees for delays met at any destination.
  • We reserve the right to charge additional fees for telephone calls made to destinations & unknown addresses.
  • We do not handle prohibited or illegal items. It is your sole responsibility to ensure that items being sent do not contain any prohibited or illegal items.
  • You will be informed once a delivery order cannot be completed for any particular reason such as wrong address, no one available to receive the package, etc... Wakilni’s customer service agent shall await instructions from you on case by case basis.
  • In the event that your customer is not available at the time of delivery: The delivery charge still holds, on condition that Wakilni had previously contacted the customer and scheduled the delivery at the requested time. Wakilni will carry out a second attempt before returning the item free of charge on condition that the attempts are not frequent Additional trips are charged beyond that.
  • It is your responsibility to follow up on return orders, exchange and canceled items. Wakilni shall not be responsible for any claimed damages or missing items after 5 work- ing days of their arrival to Wakilni’s offices.
  • Wakilni is not liable for orders after delivery. Kindly request from your customers to check their received orders and their condition upon delivery in the presence of the driver.
  • Please limit communication over whatsapp groups to text messages or voice notes under 30 seconds. Calls need to be prescheduled.
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Working Hours Monday to Friday
from 8am till 5pm
Saturday
from 8am till 1pm

Delivering across Lebanon within 24 to 72 hours
Range 55,000 - 112,500 LBP

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