Shipping policy

Please note, that this Shipping policy only applies for orders placed via the  www.dookan.com website.

For orders placed through a Franchisee platform (e.g. neu.dookan.com), your order will be fulfilled and shipped by an independent franchisee store, not directly by Dookan Technologies s.r.o.

The franchisee is the seller of record and is responsible for:

·         Order preparation and packing

·         Shipping and delivery

·         Product quality and freshness

·         Handling delivery issues and delays

·         Processing any delivery-related complaints

Dookan provides the online ordering platform and coordinates with franchisees to ensure service quality. The shipping carrier information and tracking details provided will reflect the franchisee as the sender.

Order Confirmation

• Once your order is confirmed, we process it within 1–2 working days.
  

• You’ll receive a shipment confirmation email from support@dookan.com once your order is dispatched or scheduled.

 

Order Tracking

Nuremberg - Dookan Home Delivery

• Delivered by Dookan’s delivery team on the date and time slot you select at checkout:
  

• 12:00–18:00 (12:00pm - 06:00pm)

• You’ll get:
  

• A tracking link 2 hours before your slot,
  

• A reminder 30 minutes before we arrive,
  

• If there’s a delay >15 minutes beyond the ETA, we’ll send an updated ETA automatically.
  

• If a delivery attempt is unsuccessful or we do not receive a response, we’ll reschedule to the next available slot. 

• Prefer a different slot? Contact support@dookan.com or call +4915203429530 and we’ll assist.
  
  

Delivery Concerns

If you face any problems, contact support@dookan.com or +4915203429530 (WhatsApp/Mobile).
 Please ensure someone is available to receive the order at the delivery time.

Common reasons for delivery failure (re‑delivery may be chargeable):

• Incorrect phone number or delivery address
  

• Mistake in the provided address
  

• Address is not reasonably accessible or safe to access
  

• No secure place to leave the parcel and no one available to accept it
  

Damages

We take care of items damaged or lost during shipping. If you receive a damaged order, please:

1. Take photos of the damaged items.
   

Email us at support@dookan.com with your order number and the photos.

 

Shipping Charges

 

 

Notes: Free Delivery & Weight Restrictions

1. We provide free delivery across the EU based on location, cart value, and parcel weight.
   

2. If your order is updated (e.g., an item is out of stock, past best‑before, or removed at your request) and the value drops below the free‑shipping threshold, shipping charges will apply. You may add more items to re‑qualify for free shipping, or you may cancel the order.
   

3. Weight limit: Each parcel is limited to 28 kg. If your order exceeds 28 kg, the standard shipping cost applies to each additional package. Only one package per order can qualify for free shipping.
   
   

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For Any Queries Contact :

Email support@dookan.com
Call at +4915203429530
Whatsapp at [Click here]