Oops! We see you are stuck. Let’s help you.
You may find a solution in the FAQs and our responses. If you still need help, you can contact us through one of the following options:
- Live Chat, click the red Chat icon displayed on the bottom right of the page.
- Mail us support@doukani.com detailing your concern.
- Whatsapp us on +971 52 9753 746.
Our customer support hours are 9 AM to 6 PM - Monday to Friday.
FAQs
- Is Doukani new to e-commerce?
Doukani has been in the e-commerce business in Dubai since 2018.
We started off as a classifieds site, soon moving into B2C space. We upgraded our platform in 2022 and are now exclusively dealing with B2B office supplies.
- Do you deliver all over the UAE?
We deliver to all seven emirates unless the area is listed as unserviceable.
Contact us at 800 368-5264 or +971 50 129 9053 for the list of unserviceable areas.
- What are the shipping charges?
Within Dubai and Sharjah, delivery is free for all orders above AED 250, below which AED 25 will be charged for shipping.
For other emirates, including remote areas, shipping charges vary. Please contact our Client Success team by calling us at 800 368-5264 or +971 50 129 9053.
- What products are you selling?
We supply:
- Office Stationery & other essentials
- Cafeteria & Pantry items
- Housekeeping & Cleaning products
- Health & Hygiene essentials
- Corporate Gifts
- IT & Office Automation (Coming Soon)
- Who are your customers/ buyers?
Our key customers are B2B:
- Business Centres & Offices
- Schools and other educational institutions
- Co-working and Event spaces
- Cafes & Restaurants
- Labour Camps
My Orders
- I have not received the order
You can track your order under Account > Orders. You will also be notified via registered mail and mobile number about the status of your order.
Depending on the size of the order and location of delivery, it will take a minimum of 2 business days and maximum of one week to deliver the order.
If your requirement is urgent, you are advised to call us on 800 368-5264.
- I want to change the delivery Slot
You can modify the delivery time only until 12 hours before the scheduled delivery.
To change/ reschedule delivery, please call our Logistics executive on +971 50 129 9053.
- I want to cancel my order
Log into your account and cancel the order. Orders should be canceled at least 12 hours scheduled before delivery.
For refund and exchange refer to the Returns & Exchange Policy.
- I want to add a product to my existing order
You can modify your order lists as long as they are in your cart. Once checked out and paid, you cannot add or delete products.
To make changes call our Logistics executive on +971 50 129 9053. Note: Doukani may request you to place another order depending on the status of your order.
- I have not received a product but it is billed
Sorry for the inconvenience. Please call us at 800 368-5264 or +971 50 129 9053 and this product will be delivered to you within 2 business days.
If you would like a refund, the amount will be refunded through the original mode of payment, or credited to your digital wallet.
- I did not receive the order but got an SMS says delivered
Sorry for the inconvenience. This could be due to two reasons:
- Our delivery partner did not find authorized personnel to deliver. But logged the item as delivered. This is a mistake and will be rectified.
- Our delivery partner is in your locality and about to reach your location.
If you do not receive your order within the scheduled time, please call us at 800 368-5264 or +971 50 129 9053. We will sort this out at the earliest.
- I want to know the status of my order
You can track the status of your order by logging into your Account > Order.
You will also receive info via your registered email and mobile number.
- My order shows COD but the payment amount got debited
Sorry for the inconvenience. If the amount has been debited from your account you need not pay cash on delivery.
- My return was picked up but I haven’t received my refund yet
Sorry for the inconvenience. Your amount will be refunded via the original mode of payment or credited to your digital wallet.
Depending on the mode of payment, it may take from 7 to 14 business days to credit the refund. Also, refer to Return and Refund eligibility under Returns & Exchange Policy.
- Why am I paying delivery charges for different shipments?
If the deliveries are on the same day you should not be charged separately. This is a mistake and will be rectified.
For all other orders within Dubai and Sharjah, delivery is free for all orders above AED 250, below which AED 25 will be charged for shipping.
For other emirates, including remote areas, shipping charges vary. Please contact our Client Success team by calling us at 800 368-5264 or +971 50 129 9053.
- I’m unable to add a product to my existing order
Make sure that the orders are not processed and are still in your cart. Once checked out and paid, you cannot add or delete products.
To make changes call our Logistics executive on +971 50 129 9053. Note: Doukani may request you to place another order depending on the status of your order.
Return/Exchange
- I am not happy with the quality of the product
Sorry for the inconvenience. We take utmost care to screen our suppliers and make sure only high-quality products are listed on Doukani.
If you are unhappy, please schedule a return. Our delivery partner will check the quality and do the needful.
- I have received a wrong product
Sorry for the inconvenience. We take utmost care in packaging. Please schedule a return and request for an exchange. Our delivery partner will collect and replace the product after verifying the order invoice.
- I have received a product nearly expiry
This is unfortunate. Sorry for the inconvenience. You are eligible for exchange and refund if the products are expired or near expiry (perishable products are not included).
“Near expiry” means if the product shelf life is longer than one year, the product should have a minimum 6 months shelf life on delivery; if the product shelf life is shorter than one year, the product should have a minimum 25% shelf life on delivery.
In the above case please schedule a return and request for an exchange.
Our delivery partner will collect and replace the product after verifying the order invoice.
- I have received an expired product
This is unfortunate. Sorry for the inconvenience. You are eligible for exchange and refund if the products are expired or near expiry (perishable products are not included).
“Near expiry” means if the product shelf life is longer than one year, the product should have a minimum 6 months shelf life on delivery; if the product shelf life is shorter than one year, the product should have a minimum 25% shelf life on delivery.
In the above case please schedule a return and request for an exchange. Our delivery partner will collect and replace the product after verifying the order invoice.
- I want to return / exchange item(s)
For return eligibility please refer to Returns and Exchange Policy under Policies.
- My return was picked up but I haven’t received my refund yet
Sorry for the inconvenience. Your amount will be refunded via the original mode of payment or credited to your digital wallet.
Depending on the mode of payment, it may take from 7 to 14 business days to credit the refund. Also refer to Return and Refund eligibility under Returns & Exchange Policy.
My Account
- I am unable to login/ Sign Up
Please contact us on 800 368-5264 or +971 50 129 9053. You can also email us at support@doukani.com
- I want to update my contact number
You can do so by logging into your Account and updating your contact details.
If you face any issues, Please contact us on 800 368-5264 or +971 50 129 9053.
You can also email us at support@doukani.com
- I want to update my email ID
You can do so by logging into your Account and updating your contact details. If you face any issues, Please contact us on 800 368-5264 or +971 50 129 9053.
- I want to update my delivery address
You can do so by logging into your Account and updating address or adding new address. If you face any issues, Please contact us on 800 368-5264 or +971 50 129 9053.
- Can I Add more than one delivery address in an account?
Yes you can add up to three delivery addresses. You can do so by logging into your Account and updating address or adding new address. If you face any issues, Please contact us on 800 368-5264 or +971 50 129 9053.
Please note that we will only deliver to authorized personnel belonging to the company that placed the order and at a designated office or warehouse.
- Can I have addresses in different cities under one account and place orders for multiple cities?
Yes you can add up to three delivery addresses. You can do so by logging into your Account and updating address or adding new address. If you face any issues, Please contact us on 800 368-5264 or +971 50 129 9053.
Please note that we will only deliver to authorized personnel belonging to the company that placed the order and at a designated office or warehouse.
Report An Issue
- I have received a low / Bad Quality Product
Sorry for the inconvenience. We take utmost care to screen our suppliers and make sure only high-quality products are listed on Doukani.
If you are unhappy, please schedule a return. Our delivery partner will check the quality and do the needful.
- I have not received a product but it is billed
Sorry for the inconvenience. Please call us at 800 368-5264 or +971 50 129 9053 and this product will be delivered to you within 2 business days.
If you would like a refund, the amount will be refunded through the original mode of payment, or credited to your digital wallet.
- I have received a product nearly expiry
This is unfortunate. Sorry for the inconvenience. You are eligible for exchange and refund if the products are expired or near expiry (perishable products are not included).
“Near expiry” means if the product shelf life is longer than one year, the product should have a minimum 6 months shelf life on delivery; if the product shelf life is shorter than one year, the product should have a minimum 25% shelf life on delivery.
In the above case please schedule a return and request for an exchange.
Our delivery partner will collect and replace the product after verifying the order invoice.
- I have received an expired product
This is unfortunate. Sorry for the inconvenience. You are eligible for exchange and refund if the products are expired or near expiry (perishable products are not included).
“Near expiry” means if the product shelf life is longer than one year, the product should have a minimum 6 months shelf life on delivery; if the product shelf life is shorter than one year, the product should have a minimum 25% shelf life on delivery.
In the above case please schedule a return and request for an exchange.
Our delivery partner will collect and replace the product after verifying the order invoice.
- I did not receive the order but got an SMS says delivered
Sorry for the inconvenience. This could be due to two reasons:
- Our delivery partner did not find authorized personnel to deliver. But logged the item as delivered. This is a mistake and will be rectified.
- Our delivery partner is in your locality and about to reach your location.
If you do not receive your order within the scheduled time, please call us at 800 368-5264 or +971 50 129 9053. We will sort this out at the earliest.
- I have received a wrong product
Sorry for the inconvenience. We take utmost care in packaging. Please schedule a return and request for an exchange. Our delivery partner will collect and replace the product after verifying the order invoice.
- My return was picked up but I haven’t received my refund yet
Sorry for the inconvenience. Your amount will be refunded via the original mode of payment or credited to your digital wallet.
Depending on the mode of payment, it may take from 7 to 14 business days to credit the refund. Also, refer to Return and Refund eligibility here.
Seller Guide/ Handbook/ FAQs
What do you need to register for a Doukani Seller Account?
It is free to register for a Doukani Seller account. You can register as a Seller via the self-service portal. Click Seller Hub for more details.
To onboard you successfully you need to provide: Seller details including Shop name, email id, Trade License or CR number and document, and bank account details.
In addition, you have to assign an Admin, enter your username, and set the password for your account.
Listing Your Product
On completing the registration successfully, you will have access to the Doukani Seller Dashboard. You can upload products. To upload in bulk please talk to the Products Executive (PE) on 800 368-5264 or +971 50 129 9053
How to get an order on Doukani?
After the catalog is approved and live, customers will be able to see the products to shop for. To improve your sales and attract customers, you can:
Uploading 5-6 catalogs is a good way to gain visibility for your brand on Doukani. It will increase your chances of getting orders.
Consider adding costs and margin and setting the right price of the products you want to sell on Doukani. Keep the product price competitive for the customers to find it more appealing than the competitive brands.
- Price Recommendation Tool (Coming Soon)
If you use the Doukani price recommendation tool (coming soon), it will give you an idea about competitors' selling prices. And you can increase your sales and visibility by getting an edge over your competition.
- Trending product & Updated Description
Since B2B customers prefer to shop in bulk, they look for usability in the long run. So keep your product description and prices up to date.
Delivery & Payment
Order Notification
Once you receive an order for your listed product with Doukani, you will be notified via email. You can also check the order update on the Doukani Seller Dashboard under your Account.
Doukani Shipping partner picks up the product from your location and delivers it to the customer.
To fulfill an order, log into the Seller Admin account and follow these steps:
- Accept the Order
- Download the Label and Print.
- Pack the product and paste the label.
- Hand over the product to Doukani Shipping partner.
Payment for products sold
For payment terms, please refer to T&Cs in the signed contract. For more details, check Terms and Conditions listed here.
You can track the volume and price of products sold via the Seller Dashboard in your Admin login.
If you need help with anything, reach us at 800 368-5264 or +971 50 129 9053.
You can also email us at
support@doukani.com
