FAQ's

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 , Sodex (only for Czech Republic)

Is it possible to get the Invoice for my order?

Yes, it is possible. You can get the invoice by contacting our customer support at 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.

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. Please fill out the form with the requested information. You can read the terms and conditions, select your payment method, and complete the registration process. You can follow the link: https://dookan.com/account/login

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 2-3 working days. 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.

Dookan12Club Queries

What is changing with the Dookan12Club (D12C)?

We’re excited to announce that the benefits previously reserved for D12C members are now available to all customers. This means no more membership fees or restrictions—everyone will enjoy straightforward savings on their purchases at Dookan.

Why is Dookan making this change?

We listened to customer feedback and realized that while D12C provided valuable savings, we wanted to make shopping even more accessible and rewarding for everyone. By mainstreaming these discounts, we’re removing barriers to savings and simplifying the shopping experience.

Will D12C memberships still be available?

No, D12C memberships will no longer be available as the club benefits and are now offered to all Dookan customers. Everyone can enjoy these savings without needing a membership.

Are the discounts the same as they were with the D12C membership?

Yes, the same benefits and discounts previously available to D12C members are now available to all customers without the need for a membership.

Note: As earlier no discount on veggies, Frozen, Idly Dosa batter, Paneer.

I recently paid for a D12C membership. Can I get a refund?

We’re pleased to offer reimbursement in the form of a gift voucher. Monthly subscribers will receive a full reimbursement of 60kr, while yearly subscribers will be reimbursed based on the number of remaining months. Your voucher can be redeemed at any time, giving you the flexibility to enjoy Dookan’s new savings model whenever you choose!

Will there be any new loyalty programs or rewards in the future?

We’re always looking for new ways to enhance our customers’ experience! While we’ve streamlined savings for everyone, we’ll continue exploring options to make shopping even more rewarding. Stay tuned for future updates.

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?

Not yet. We are a completely Online-based store.

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

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!