FAQ

Payments

What are the methods of payments?

American Express , GIROPAY (only for Euro customers), SOFORT (only for Euro customers), Apple pay , Diners club, Discover , Maestro , Master card, Visa.

Is it possible to get the Invoice for my order?

Yes it is possible. The invoice for your order will be available to download on your Dookan profile after 4th day of successful delivery.

Incase of change in the billing address, kindly contact support@dookan.com

Are there any additional taxes added to my Total amount?

No, there are no additional taxes for the EU countries. As VAT is already added to the total amount as per the government regulations.

Why do I see different prices in different countries for the same product?

At Dookan, we operate across multiple countries in the EU, and our prices vary slightly from one country to another. This is due to VAT, as each country has its own VAT rates that directly affect the final price.

Registration / Accounts

How do I register?

You can register by going to the top right corner of the homepage and clicking the "log in/register" link.

Step 1: Enter your email ID to register or to login.
Step 2: you will receive an OTP to your email.
Step 3: Enter the OTP and the Register/login is Successful.

Are there any charges for registration?

No, the registration is free.

Is it possible to have multiple city addresses under one account and still place orders for all of them?

Yes, a customer can add multiple addresses under one account and select one of the addresses while placing the order.

Delivery

Where is my order?

Once your order is Dispatched, it will be shipped within 1 working day. You will receive a shipment confirmation via email and SMS with a delivery slot and an on-map tracking link.

How can I alter/change my address once I've placed an order?

You can change/alter the address by sending a request to our support team at support@dookan.com.

I haven’t received my order confirmation email/How long does it take to get an order confirmation email?

The order confirmation email will be sent to the customer immediately once the order has been placed. Please check your Spam/Promotions folder. If the email is still not found, please contact our support team at support@dookan.com.

Do you deliver to islands associated with Europe?

Currently, we are unable to deliver to islands associated with Europe as our logistics partner, DHL, does not offer services to these locations. We apologize for any inconvenience this may cause.

Product Information

What do I do if an item is defective (broken, leaking, expired)?

If you are not pleased with a product you have received, you may contact our customer care team, who will assist you. Then your return/refund will be processed, and you shall receive the refund within 5-7 working days.

Do you have an offline store?

Yes we do have a store in Prague, Czech Republic and Nuremberg, Germany

Do we offer free products for orders meeting a minimum spend?

Yes, we offer free products on orders that meet a specific minimum spend requirement. This promotion is available until our stock lasts.

How long is the free product offer available?

The offer for a free product on minimum spent is valid while supplies last. Availability is subject to stock levels.

What's the difference between BBD (Best Before Date) and Expiry Date?

Best Before Date (BBD):

The Best Before Date tells you how long the product will keep its best quality (taste, texture, aroma). After this date, the product may not be at peak freshness, but it is usually still safe to consume if stored properly.


Expiry Date:

The Expiry Date tells you the last date the product is safe to consume. After this date, the product should not be used for health and safety reasons.

Returns and Refunds

Refund for returned products

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and you shall receive the refund within 5-7 working days.

Refund for lost/damaged package

In case your package is lost or damaged during transit, the entire package will be resent or refunded post agreement with the customer.

What do I do if I haven’t received my refund?

If you have not received your refund, please contact us at support@dookan.com. You can also directly contact our Operations team: +420773848655 / +420773842228.

Is it possible for me to return my product(s) if I am unhappy with them?

Acceptable reasons for return: 1. The product received is unfit for consumption at the time of delivery. 2. The product is received in a damaged condition.

Complaints and Feedback

How do i send my complaints and feedback ?

You can write to us at support@dookan.com or you can chat with our Team on Website/App chatbox

What to do if any product is missing in my package?

If any of the ordered product is missing in the package, kindly inform the Dookan Support team within 1-2 days.

Discounts

Are discounts applicable to all products during a sale?

Discounts offered during sale events are applicable to most products. However, they do not apply to the following:

  1. Fresh Vegetables
  2. Paneer
  3. Special Offered Products (already at the lowest price)
  4. Batter items

How can I get the free product during a promotion?

To receive the free product, you need to meet the minimum purchase amount specified in the offer. Free products are issued while stocks last, so place your order early to avoid missing out!

Why is the discount not applying to all products?

The discount code is not applicable to products already at the lowest price Collections or those with existing special discounts, Sale items, Damaged Products.

What products are available at the lowest offered prices at Dookan?

We offer the Lowest prices on select products, includes:

- All the South India Rices are at Lowest price (excluding 1kg Variant and 2kg rice variant)
- Daawat Sona Masoori Rice (10kg)
- Eco-life Organic Sona Masoori Rice (10kg)
- Fortune Chakki atta
- Tirupati Lentils
- Cricket products are inclusive of 25% off
- India Gate premium Basmati rice (5kg) and it's Bundle.
- Fortune Basmati rice and it's Bundle
- B1G1 Clearance Sale
- 1 EUR and 5EUR promotional Priced Products
- LaxmiNarayan, Athavale, Kalyan Bhel Snacks


The offer on the products may be vary accordingly. Check our homepage banners for more.

October offers

The discount code for the October Offers is OCT15

The 15% Discount code applies on:
- All Basmati Rice
- Puja (Worship) Items
- RG Brand
- All Sweets
- All Snacks

Note: Discount code is not applicable on products that are already at their lowest promotional price.