Help & Contact

Here you will find the answers to our most frequently asked questions.

Where’s my order or how do I amend my order?
Prior to placing an order, please ensure that you have looked at all the details, as the product is personalised and our shops are committed to working on orders immediately, however on occasions we understand that things do change.  To change details of your order, including your delivery address, please contact the seller through the ‘contact the seller’ button on the ‘my orders’ page of your dhukaan account.

How do I add an attachment to my order?
To add an attachment to your order please contact the seller through the ‘contact the seller’ button on the ‘my orders’ page of your dhukaan account.  You will find ‘add attachment’ in the messaging options.

How do I contact the seller?
If you have a question about any item on the site, please visit its product page and click the ‘Ask Seller A Question’ button. If you have a question about your order please visit the ‘my orders’ section of your account on our site and click the ‘contact the seller’ button.

I have received a gift that was purchased from Dhukaan and I have a question about the item. How do I contact the seller?
To contact the seller about your gift, please find the item you have received on the website and use the “Ask Seller A Question” button on the product or shop page.

Who do I contact if I have an enquiry about my order?
If you wish to enquire about an order you have already made, please contact the seller concerned. You can do this by following the instructions in your ‘order confirmed’ or ‘order dispatched’ emails. The seller will deal with your enquiry in the first instance. If you email us to ask where your order is, we’ll ask you to attempt to contact the seller first. Our sellers are expected to maintain high standards of customer service and should reply to your email promptly. We will of course be very happy to help if it’s still needed after you have contacted the seller. You can view the status of your order by selecting “my orders” in your account.

How does Dhukaan work?
Everything you see or buy on dhukaan comes direct from the small, business that designs, makes or sources it. We simply bring these unique businesses together under one roof making it easy for you to browse and shop.  Whether the items you’re buying are coming from one or several sellers, you’re able to pay for them all in one easy checkout.  Once your order has been placed, each seller will email you to confirm that your order has been accepted and again when your items are on their way to you.

How do I find things on the site?
We’ve made it easy for you to find exactly what you’re looking for with our browse and search facilities.  If you’re looking for a specific item, why not use the search bar at the top of any page on the site? Simply enter your search term and click ‘go’.   You can also use the search bar to find any seller’s homepage by entering their company name without any spaces.  Otherwise, browse our key departments for inspiration. Each department is divided into categories and sub-categories, making it really easy to find your way around. Our gifts department is full of great gift ideas if you’re stuck for inspiration.  If you have no idea what gift to purchase, use our smart search that will direct you to the type of products that would be loved by the recipient.

Why do I need to create an account with Dhukaan?
It isn’t necessary to create an account in order to make a purchase with us. However, creating an account allows you to store addresses to save time in the future, track the status of your order, view your order history, and create and publish a wish list.

Why do you need my email address to process my order? And what is it used for?
Legislation requires us to ensure that if you make an order on dhukaan, you are kept up-to-date on the order process and informed of any transactions/orders that you make. In order to do this, we need an email address. We never pass on your email address to any third party so your security is guaranteed.

I have a specific question about a product. What should I do?
If you have a specific question about any product offered through dhukaan, you can use the ‘ask seller a question’ button on the product page. The seller will receive an email notifying them of your question and they will respond as quickly as they can with all relevant information.  This messaging is an internal system

The seller has not responded to my enquiry. What do I do now?
Our sellers can get very busy, so though they try their hardest to respond to each enquiry on the same day it is received, please allow up to three working days for a reply. If you still haven’t heard from them after this time, please get in touch with us via the contact page, which can be found at the bottom of this page.

How long will delivery take?
Delivery times vary according to the seller. Delivery information is displayed on the product page. If you want to make sure a product can be delivered in time before you make your order, click on the ‘ask seller a question’ button to talk to the seller directly.

Is your site secure?
At dhukaan, we ensure that we offer all our customers the highest level of security possible on all orders. Customers have the option of paying via Stripe, an industry certified secure and encrypted payment gateway, which incorporates the Verified by Visa and MasterCard SecureCode processes; or PayPal, an industry leading alternative payments provider that offers 24-hour monitoring and advanced encryption. Both options support our already high levels of fraud screening.

Why is the ‘keep me signed in’ checkbox ticked when I sign in?
By selecting “keep me signed in” when you access your account, you’ll automatically be signed in every time you visit us on the same device and browser. It makes it easier for you to access personal things like your wishlist, basket and past orders. If you’d rather not be automatically signed in, you can easily turn this feature off at any time by signing out. We’d also suggest that you don’t choose to stay signed in if the device you are using is shared with other people.

I chose to stay signed in. Why am I being asked to sign in again?
It’s simply for your account’s protection. If you haven’t signed in for a considerable time, when you next visit the site you’ll be asked for your password before you can make a purchase or access personal information, even if you’ve asked us to keep you signed in.

How can I contact you?
If you have a question about any products on the site please visit the relevant product page and click the ‘ask seller a question’ button there to contact the seller.

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