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FAQ

General

What is AlooDokan?

Order all what you need online with AlooDokan and will be delivered to your doorstep. Variety of products now in your hand by only few clicks, groceries, vegetables, water, and much more, save your time and effort and enjoy the experience. AlooDokan is available for free on iOS, Android and web.

How can I make an order on AlooDokan for the first time?

First select your location. For your first order, fill-in your address and register your mobile number (your personal information is treated confidentially. For more information please read our privacy policy)

Feel free to choose a preferred shops, browse through a wide variety of products or search for a particular product and add it to your basket by tapping on it. The last step is to review your order, select the preferred payment method and place your order.

What does AlooDokan provide to the customers?

AlooDokan has a variety of services and products which are ready for delivery to your doorstep like groceries, flowers, chocolate, water and much much more services.  Moreover, AlooDokan is always on the road to expand its services and fulfill the demands of their users.

Can’t find a product, what can I do?

Make sure there are no spelling mistakes in your search words. If the product is unavailable, there are two easy ways to suggest to us to add it. You can visit the side menu and tap the suggest a product option. We will do our best to include it in the application as of the earliest.

How can I pay for my order?

You can choose from the following payment methods as per technical availability:

·       Cash on delivery

·       Online payment via the app. We accept payments online using Visa, MasterCard and AMEX credit/debit card. Availability may differ from country to country, region to region and shop to shop.

If you make a payment for our products or services on our website or application, the details you are asked to submit will be provided directly to our payment gateway via a secured connection.

The User can select which payment method is preferred. The payment methods available are displayed for selection when the order is finalized. If for any reason the online payment transaction is declined, AlooDokan is entitled to offer the User cash on delivery payment option on delivery where available.

What is the refund policy ?

AlooDokan takes customer satisfaction very seriously. In the case of problems with your order, please contact AlooDokan through info@aloodokan.com and we will assist you and do our best to ensure your satisfaction.

Refunds will be made back to the payment solution used initially by the customer. Please allow for up to 45 days for the refund transfer to be completed.

Refunds will be done only through the Original Mode of Payment.

How can I send you feedback?

Feedback regarding specific orders can also be made through the review functionality. Once an order is completed.

Your feedback is crucial for us, as our goal is to provide you with the best possible service. You can send us any feedback, ideas or questions you might have through email address: info@aloodokan.com.

Delivery

Which areas do you deliver to?

We currently operate in the U.A.E covering majority of the areas through a wide network of partner shops which you can select from. You may refer to our app or website in order to browse through the locations where the service is available.

Is there a minimum order?

Depending on your location and choice of supermarket or shop, the minimum order may differ from shop to shop. You can check the minimum order of your preferred shop by adding an item to your basket and visiting it.

Do you have 24/7 delivery?

The ability to deliver on a 24/7 basis depends on the shops and groceries serving your area. In some areas our partners deliver to your doorstep round the clock.

Can I add more than one delivery address to my account?

Yes, there is no limit to the number of delivery addresses you can add.

 

Can I buy from different shops in the same time?

AlooDokan allows the customers to make multiple baskets for different shops, so you can shop from different shops in the same time.

When will I receive my order?

At AlooDokan we do our outmost to deliver within the promised time. Depending on your location, the delivery times may vary from shop to shop. When you submit an order, you will see a confirmation screen displaying the estimated delivery time.

What happens if a product I ordered is out of stock?

At AlooDokan we strive to offer you the best service, from product accuracy to timely delivery. Our goal is to perfectly fulfill all of your orders. Unfortunately given the nature of the business and our reliance on an unpredictable value chain that is beyond our control, some items may actually be out of stock. In order to handle the complex dynamics, we have developed a substitution system in order for you to be able to choose the substitute products yourself and minimize unpleasant surprises at your doorstep. After your order is assigned from the delivery personnel and if it falls under substitution mode, you will receive a notification initiating the substitution procedure. From this moment on you will have a limited amount of time to review the substitutes and make your choice. The shop will receive the updated order and initiate the gathering of the products. Please take into consideration that the overall price will also be updated accordingly. In case you do not respond to the substitution request, we will make reasonable effort to contact you before dispatching the order to agree on substitutes. In the case that we are unable to reach you that product may be removed from the order and its price will be deducted from the overall amount.

What if I don’t receive my order within the estimated arrival time (ETA)?

At AlooDokan we do our outmost to deliver within the promised time. However, a delay may occur due to a high influx of orders or other unforeseen circumstances. In such cases AlooDokan will notify you via a push notification or a phone call from our customer support executive who will inform you about the status of your order.

What happens if I am not home at the time of the delivery?

If no one is at home during the agreed delivery time, we will do our best to contact you and reschedule the delivery at another preferred time. If we are unable to reach you, your order will be cancelled.

 

Can I track the status of my order?

Yes, to view the status of your order, enter the order status screen. We offering live tracking services for our customers so you can know exactly the status of your order.

How can I make changes in my order after I place it?

Instant orders cannot be modified from the application or website once they are placed. In case you want to modify it, you can contact our customer service team via in-app message or call the shop directly. However, a scheduled order can be modified. In order to do so click on ‘my orders’ from the side menu and edit your order.

Can I change the delivery address of my order?

When an order is already placed, changing the delivery details is not possible. In the event that you have made a mistake and the address stated is not correct, you can contact our customer service team via in-app message or email at info@AlooDokan.com.

Can I schedule an order?

Yes, once you get to the check-out screen choose schedule and select the time slot convenient for you.

Can I repeat a past order?

Yes, simply go to the order history, tap on the order you’d like to repeat and choose reorder/view, from there you will be able to add all items to the cart, edit the order as you wish and submit it.

Cancelation & refund policy

When & how can I cancel my order?

·       Cancelation is allowed for a few minutes after making the order but once the shop confirmed the order the cancelation is not provided.

·       In any other cases, you can contact the shop directly or contact AlooDokan at info@AlooDokan.com.

What if the delivered product is incorrect or damaged?

In such cases you can contact us for a replacement or refund. AlooDokan will initiate the required action immediately; given that, the issue is reported to the responsible shop within 24 hours.

 

Still have questions?

Feel free to reach out to us at info@AlooDokan.com.

 

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