Shipping & Delivery Policy

Delivery is available on selected pincodes and within a set distance of a participating shop. If your address is outside the serviceable range, the Platform tells you at checkout.

Coverage is expanding during our pilot. Serviceability can change with merchant availability, delivery-partner availability, weather and road conditions.

Delivery time depends on shop confirmation, packing time, distance and delivery-partner availability. Estimated times shown are indicative, not guaranteed.

Heavy rain, floods, damaged roads, traffic, festivals, bandhs, strikes, curfews, internet shutdowns and local restrictions can delay or stop delivery. In such cases we will tell you and, where delivery is not possible, cancel and refund.

Give a complete address with house or shop name, locality, a clear landmark, pincode and a phone number that is switched on and reachable.

You can also share your map location to help the delivery partner. Please keep it accurate.

Please be available on the phone number you gave and check the items at the doorstep where possible.

Some orders are delivered against a one-time password (OTP). Share the OTP only with the delivery partner at handover, and never over a call or message to anyone else.

For age-restricted items, the delivery partner may ask for age proof and can refuse delivery if you do not show it. Such orders are cancelled and delivery charges may not be refunded.

If nobody is available, the partner will try to call you and will wait a short time (usually about 10 minutes). If we cannot reach you, the order may be returned to the shop and cancelled.

For wrong or incomplete addresses, or if you refuse a correct order without a valid reason, delivery charges may not be refunded, and perishable items are not refundable once they leave the shop.

If delivery fails because of Dookan, the shop or the delivery partner, you are refunded in full.

Where pickup is available you can collect the order yourself from the shop after it is packed. No delivery charge applies.

Please collect within the shop’s working hours on the same day; uncollected perishable items may be cancelled.

Goods become yours, and risk passes to you, when they are handed over to you or to a person at your address who accepts them. Please tell us straight away if there is any problem, as described in the Cancellation & Refund Policy.

Delivery charges are shown before you pay and are charged per shop, as described in the Pricing & Payment Policy.