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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.

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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.

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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.

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.

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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.

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.

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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.

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Complaints and Feedback

How do i send my complaints and feedback ?

You can write to us at support@dookan.com