Delivering age restricted items

Every day, you may receive orders containing age-restricted products – for example alcohol, adult products, or energy drinks. We want to remind you that checking the customer’s age during these deliveries is not only very important, but mandatory.

If you do not check the customer’s age when handing over age-restricted products, this is a breach of your service agreement with Wolt and will lead to immediate termination of the partnership.

What must you do when delivering age-restricted products?

Always ask for ID before handing over the order.

In every case, ask the customer to show a valid document to prove they are at least 18 years old. Acceptable documents:

• ID card

• Passport

• Driver’s license

Important: The same rules apply to foreign customers. Always ask them to show ID as well.

• If an order contains age-restricted products, you will see this in the Courier App before accepting the task.

• During the delivery, the Courier App will also remind you to check the customer’s age.

Never hand over the order if:

• The customer cannot or does not want to show valid ID.

• The customer is under 18 years old.

• The ID looks fake or not valid.
  

In these cases, tell the customer that you cannot hand over the age-restricted product. Then contact Customer Support immediately in the Courier App. They will tell you what to do next:

• If the order contains only age-restricted products
   → After speaking with Support, return the order to the store.

• If the order contains both age-restricted and non-age-restricted products, and the age-restricted product is packed separately
   → Give the non-age-restricted products to the customer.
   → After speaking with Support, return the age-restricted product to the store.

• If the order contains both age-restricted and non-age-restricted products, and they are packed together
   → Contact Support.
   They will tell you if:

• You must return the whole order to the store, or

• You can keep the order (but you must not give it to the customer).
  

Following these rules helps us follow the law and keep deliveries safe.