Welcome

Asian Dukan FAQ's

Is the Covid-19 situation affecting your services?

AsianDukan is taking all possible precautions with our in-house team, our suppliers and our business partners to continue sending your orders quickly and safely. Unfortunately, some items may be out of stock for longer periods than normal.

 

Has Brexit affected your services?

Brexit is having an impact on both price and availability of goods from Europe and abroad. Some couriers are not presently shipping to and from the UK, and some European products on their way to us are still experiencing severe delays. These ongoing issues have led to unavoidable price increases on some of our products.  

We are still working to understand all the ways that this will affect us and our customers. Sadly, at the present time, some of our items may go out of stock at short notice and may not be available again for some weeks or months.

Due to the current Brexit situation, we are not currently shipping outside the UK and Northern Ireland.

 

Do I have to create an account?

You can choose to check out as a guest without needing to create an AsianDukan account. The benefit of having an account is being able to view your order history, save multiple address details and have a faster checkout process in the future.

If you are ordering over the phone, your e-mail address, phone number and address will be saved but no account will be created.

 

What is my username?

Your username is the e-mail address you use when you order with AsianDukan.

 

I’ve forgotten my password?

On the login page click on the ‘Forgot Your Password?’ link underneath the username and password fields. You will receive an e-mail with a link to reset your password.

If you do not receive the e-mail or have any other concerns, please e-mail or call our customer services. You can find all of our contact details on our Contact Us page.

 

How do I place an order with you?

Ordering through the website is the quickest way – just add products to your basket as you move around the website, then click the shopping basket at the top of the page when you’re ready to checkout.  You can order by phone if you know exactly the items you want, including manufacturer and packet size of the product you are ordering.

 

Do you have a minimum order?

We don’t have a minimum order amount, but our small orders have a fixed delivery cost of £3.99 for orders under 1kg.  See our Delivery Page for pricing costs.

 

Something’s out of stock – when will it be available again?

Sometimes it’s just a few days, and sometimes much longer, and sadly in current times we often don’t know until the product arrives at our suppliers. The best way to find out is to enter your email address in the 'notify me when available' section on the product page and you’ll receive an email the moment it arrives back in stock.

 

What payment methods does AsianDukan accept?

On the AsianDukan website, you can pay using Opayo (formerly SagePay) and PayPal.  Phone orders are directed through Opayo.  Your payment details are directed through to these company’s secure servers. We do not retain your payment details on our website.

Opayo accepts payments from UK and international credit cards and these well-known payment providers:

  • Visa (including Visa Debit and Visa Electron)
  • MasterCard
  • Delta
  • Maestro
  • American Express

 

Does AsianDukan accept payment in any foreign currencies?

We currently only accept payment in Pounds Sterling (GBP), though you are welcome to pay with a non-UK or non-EU credit or debit card. The amount will be charged in your local currency, adjusted for your card issuer’s exchange rate and fee if applicable.

 

How do I know if my order was successful?

As soon as you have completed your order you will receive an order confirmation by e-mail. If for any reason you are not sure if your order was successful, please Contact Us for advice.

 

I made a mistake with my order – can I change it?

If your parcel is still in our warehouse, we can make amendments to the delivery address, add or remove items, or cancel your order completely.

If your order has already been despatched, we may still be able to amend delivery address details, although it may delay your parcel – please Contact Us for advice.

 

My order is a gift – can you leave out the invoice?

Please call us after placing your order so we can leave the invoice out of the package.

 

How much is delivery and how long will it take?

Please see our Delivery Page for delivery services and costs.

 

How do I ship to a different address from my billing address?

When you get to the checkout page, you'll first be asked to enter your shipping details.

When you proceed to the payment information stage, you will see a line with a tickbox called “My Shipping and Billing Address are the same”. Simply untick the box and a new field will appear for you to insert your billing address.

 

When will I know my order has been shipped?

As soon as your order has been shipped, we will send you an e-mail to let you know. The e-mail will show a final summary of the items in your order, the delivery address and shipping method.

 

Can I track my order?

Once your order has been collected by one of our couriers, you should receive an e-mail from them with your tracking details.

If you have not received your tracking details or have any other concerns, please send us an e-mail or give us a call – our friendly staff will be able to help. You can find all of our contact details on our Contact Us page.

 

Can I change my delivery address once I’ve placed my order?

If you phone us as soon as possible after you’ve placed your order we may be able to change your delivery address.  Unfortunately, once the delivery has been collected by the courier, we can’t change the address.

 

I've decided I don't want to keep my items - can I return them to you?

At AsianDukan we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. If you change your mind you are welcome to return your purchase in its original condition within 14 days for a refund. If you are returning only part of a larger order, we regret that we cannot refund delivery costs. Please see our Returns Page for more details.

 

What if my item is faulty or damaged?

In the unlikely event that you receive faulty or damaged goods, we will replace them free of charge. Please see our Returns Page for more details.

 

Why does the refunded amount not include delivery?

We regret that we can only refund delivery costs in instances where you are returning a whole order or the products have arrived faulty. Please see our Returns Page for more details.

 

I have another question?

If your question hasn’t already been answered here or you need any further assistance, please get in touch using one of the methods on our Contact Us page.