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Frequently Asked Questions

My Account & My Orders

What is “My Account”?
When you register on CoolDukaan, you are required to provide a Username and Password along with a few personal details. This is your Account on CoolDukaan. You may view and update your account and orders any time through the link "My Account" provided at the top of the web-page.

"My Account" allows you complete control over all your transactions at CoolDukaan. You can edit your personal details, track your orders and/or change your password from this link.
How do I know my order has been confirmed?
Once you have placed the order, your order is processed immediately and a unique Order ID is issued against your order. CoolDukaan will send you a “Confirmation Mail” for your order, to the email address associated with your CoolDukaan account. Details of your email id may be seen through “My Account”.

The Confirmation Mail provides you with the details of the items ordered by you including quantities and costs and also indicates the unique Order ID in the email for your reference. Any queries that you may have related to your order may be easily attended to by our Customer Care Cell using this unique Order ID.
Is it possible to order a product that is 'Out of Stock'?
Yes, it is possible to place an order for any item which is shown on the site but may be unavailable at a point of time. We will ship/deliver the item to you as soon as it becomes available with our vendors.

Unfortunately, we do not have these products available for sale, but please use the "Notify Me" feature and we will let you know once it is available for sale at CoolDukaan.

Shopping & Payments

Is it necessary to have a CoolDukaan account to shop?
Yes, it is necessary to have a CoolDukaan account to shop and purchase items online on CoolDukaan
How do I make a payment for a CoolDukaan purchase?
CoolDukaan offer a Cash on Delivery (COD) payment option at this point of time. You may place orders for any amount upto Rs. 50,000/- (Rupees Fifty Thousand only) at one time.This amount needs to be paid at the time of delivery to our Courier Partner or the person who is delivering the goods to you. Please note that only cash in Indian currency (INR) is accepted and no cash in any other currency or payment through any other instrument like cheque or demand draft or pay-order is accepted by us.

For larger orders, we may accept cheque or other instruments. However, the instrument would have to be banked prior to the processing of the order and delivery of items would be made only on realization of the amount.
What happens if I refuse to accept delivery of the items ordered through My Account or refuse to pay for the items ordered?
The responsibility to maintain the confidentiality of your User Account on CoolDukaan rests entirely with you and you are therefore requested to hold your password securely. Any orders placed on CoolDukaan using your Account CoolDukaan makes you liable to pay the amount at the time of delivery. If you refuse to do so, we may suspend/terminate your Account and refuse to service any further orders.

Further, we reserve the right to take any required action as deemed by us to seek compensation/damages for the inconvenience.
Are there any hidden charges when I make a purchase on CoolDukaan (Octroi, Sales Tax)?
There are absolutely no hidden charges when you make a purchase with CoolDukaan. We offer free delivery if the order value is Rs.1,000/- or more. If the order value is less than Rs.1,000/- you will be charged an additional Rs.50/- for delivery. The prices listed for all items are final and all-inclusive. The prices you see on our product pages are exactly what you pay for the item.
Placing a Cash-On-Delivery (COD) Order
  1. Browse the CoolDukaan site and add the item(s) you would like to purchase to your cart. Once done with the selection of items for purchase, proceed to checkout.
  2. Confirm the items you have added to the cart. You can edit your cart items at this stage before confirmation or go back to browsing and selecting more items.
  3. Once confirmed, enter CAPTCHA text as shown, for validation.
  4. Once verified and confirmed your order will be processed and a Confirmation Mail shall be sent to your email id indicating the unique Order ID and the details of your order. You will be required to make a Cash payment in India Rupees (INR) to our Courier Partner / delivery person, at the time of taking delivery of your order. Please note that only cash in Indian currency (INR) is accepted and no cash in any other currency or payment through any other instrument like cheque or demand draft or pay-order is accepted by us.
    For larger orders, we may accept cheque or other instruments. However, the instrument would have to be banked prior to the processing of the order and delivery of items would be made only on realization of the amount.
Contact Us
If you could not find the answers to your queries in the FAQs, please Contact Us.

Order Status

How do I check the current status of my orders?
You can use the My Account >> My Orders link to review the status and other information of all your orders, whether pending or fulfilled, that you have placed with CoolDukaan.

To view the status of a specific order, click on the “Unique Order ID”. Any orders that are not shipped out from our warehouse can be cancelled if you so desire.

Once your order is shipped out from our warehouse, we will send you a mail with the shipping details.
What do the different order status mean ?
Order Confirmed : Your order has been logged and your order is under process and we are waiting to receive the goods from our vendors before shipping it out to you.

Order Shipped : Your order has been shipped out from our warehouse and is on its way to your delivery location shipping address specified for the particular order.

Order Canceled : The order was cancelled.
When and how can I cancel an order ?
You can cancel your order before it reaches the "Order shipped" state. You can do so by sending us an email via our Contact Us Form with the “Unique Order ID”.
Contact Us
If you could not find the answers to your queries in the FAQs, please Contact Us.

Delivery

How does CoolDukaan handle shipping / delivery of goods ordered online?
All items purchased on CoolDukaan are delivered either through our registered Courier Partners or by CoolDukaan through its own staff. Presently CoolDukaan ships its products to locations within Goa state. We ship on all days except Sundays and National Holidays.
What are the delivery / shipping charges?
CoolDukaan provides free shipping on all orders in excess of Rs.1,000/- for ‘Regular Delivery’. For ‘Express Delivery’ an additional amount of Rs.50/- will be charged.
What is the Estimated Delivery Time?
The Estimated Delivery Time for items purchased on CoolDukaan depends on the kind of items and the store within CoolDukaan from which the purchase is made and also whether you have opted for ‘Regular Delivery’ or ‘Express Delivery’. For instance for all items purchased in the Supermarket Store under Regular Delivery, the Estimated Delivery Time is one business day (business days exclude Sundays and other holidays) and under Express Delivery, the Estimated Delivery Time is the same business day (for orders placed before 1800 hours IST).

For other stores the Estimated Delivery Time would vary depending on the product purchased as well as the Delivery Location. Almost all the items are ordered back-to-back from the suppliers the moment your order is accepted online. For items that are in stock with the vendor, under Regular Delivery, we expect to ship out the goods to you within 2 business days for orders placed before 1800 hours (IST) on any given day and under Express Delivery, we expect to ship out the goods to you within 1 business day for orders placed before 1800 hours (IST) on any given day. For orders placed after 1800 hours (IST) shipping requires one extra day.

With every order, you will receive a confirmation email containing the details of the order placed by you. Once we ship out the item(s), you will receive another email containing the shipping details.
Which are the places/locations where CoolDukaan delivers the items available on the website?
At the present point of time, CoolDukaan delivers items only within the limits the State of Goa. You are welcome to make purchases from anywhere in India but the shipping address is limited the State of Goa.
We expect to roll out the service to other locations over a short period of time.
How will the delivery be done?
We process all deliveries through reputed Courier Partners or using our own staff.

All Electronic Items are insured for theft and damages during transit.
What about hidden costs (VAT, octroi etc.)?
The price displayed against any item on the CoolDukaan is the final price. Our prices are inclusive of all taxes. There are no extra taxes, hidden costs or additional shipping charges except if the order value is lower than Rs.1,000/- in which case an additional delivery charge of Rs.50/- is payable for the order.
Are Electronics (Mobiles, Gaming Consoles, Cameras, Laptops, Computer Accessories, Personal & Health Care Products) purchased online covered by warranty?
All Electronic items sold on CoolDukaan are sourced from Indian suppliers authorized by the Manufacturer. They come with minimum 1 year Manufacturer's warranty and are serviceable at the corresponding brand's Authorized Service Center(s) in India, unless specified otherwise.

For Mobile Accessories, the supplied accessories inside the box have 6 months manufacturer warranty.

All Electronics (Mobiles, Gaming Consoles, Cameras, Laptops, Computer Accessories, Personal & Health Care Products) are covered by free insurance coverage against theft and damage during transit.
What about the warranty for mobile accessories?
Unless otherwise specified, there will be no warranty for mobile accessories. However, if there is defect or malfunctioning within a week of receiving the accessory, please contact us and we will try to resolve the issue for you. If you encounter problems at a much later date (after the 1st week), we will not be in a position to help you for products that do not have warranty.

There is no transit insurance for mobile accessories.

Courier

How are items packaged?
All items are carefully packaged at our warehouses - as to avoid any form of damage. We ensure the package is water proof with plastic wrap and fragile (electronic) items, if required are safely secured with bubble wrap.
What should be done if I find my electronic product has been opened or tampered with upon delivery?
All electronic items are insured against theft and damages incurred during transit. If you receive a package that is open or looks to have been tampered with, please do not accept it. Contact CoolDukaan Customer Care on 0832-6717171, and we will have the issue quickly resolved.

Cancellations & Returns

How do I cancel an order on CoolDukaan?
Check out the Order Status of any order you have placed on CoolDukaan through the My Account >> My Orders link. If the status of the order is displayed as “Order Confirmed” you may simply send us a mail using the Contact Us Form stating the unique Order ID and we shall promptly cancel the order with no charges to you.

Please note that you may cancel your order only before your items have been shipped. We are unable to cancel orders which have been shipped out and the Order Status shown as “Order Shipped”.

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