Do I need an account to shop on DUKU?
Yes, creating an account helps track orders, manage returns, and receive personalized offers.
How do I create a DUKU account?
Click “Sign Up” on our website, provide your email and confirm via email link
How can I reset my password?
Use the “Forgot Password” link on the login page. Enter your registered email to receive a reset link.
Can I update my account details?
Yes, log in to your account to update personal information, shipping addresses, and contact details anytime.
Can I delete my account?
Yes, contact care@duku.co.in to request account deletion. Once deleted, all order history, rewards, and preferences will be removed.
Is my account information secure?
Yes, we use SSL encryption and industry-standard security protocols to protect your data from unauthorized access.
Can multiple accounts be created using the same email?
No, each email can be linked to only one account for proper order tracking and loyalty benefits.
Will I receive offers through my accountW
Yes, registered accounts may receive notifications and personalized offers based on preferences and purchase history.
What if I forget my account email?
Contact our support team with your order details. We will help recover your account safely.
Can I link multiple addresses to my account?
Yes, you can add, edit, and manage multiple shipping addresses for convenience during checkout.
How do I place an order on DUKU?
Browse products, add to cart, proceed to checkout, provide shipping details, and complete payment to confirm your order.
How will I know my order is confirmed?
You receive an order confirmation via email or SMS once we acknowledge your order and generate an invoice.
Can I cancel my order?
Yes, before dispatch or within 12 hours of placing the order whichever is earlier. After dispatch, cancellations aren’t possible, but returns/exchanges are allowed.
How are orders processed?
Orders are processed within 1–3 business days after payment confirmation, excluding weekends and public holidays.
Can I change my shipping address after placing an order?
Changes are possible only before dispatch. Contact customer service immediately for assistance.
Do I receive a tracking link?
Yes, once dispatched, a tracking link is sent via email or SMS to monitor shipment progress.
What if an order item is out of stock?
We notify you, and you may choose to wait, replace the item, or request a refund/store credit.
Are partial deliveries allowed?
Yes, DUKU may ship items separately if required. Each shipment will include tracking details.
Can I place bulk orders?
Yes, but availability and lead times may vary. Contact support for large quantity orders.
Are orders shipped internationally?
Not currently. We only deliver within India during the initial launch phase.
What payment methods are accepted?
Credit/debit cards, net banking, and eWallets like PhonePe and Google Pay.
Is my payment information secure?
Yes, all transactions use SSL encryption and trusted gateways like RazorPay.
Can I pay via Cash-on-Delivery (COD)?
Yes, COD is available, but an additional handling fee may apply.
Do I get a receipt for my payment?
Yes, you receive an invoice via email once your order is confirmed.
Can I use multiple payment methods for one order?
No, one payment method must be used per order.
Are refunds credited to my original payment method?
Yes, refunds are processed to the same payment method used during purchase within 3–7 business days.
Will I be charged extra taxes or fees?
All prices include applicable Indian taxes. International taxes may apply once international shipping is available.
Can payment fail during checkout?
Yes, due to network issues or gateway errors. Retry or contact support if payment is deducted but order not confirmed.
Are currency conversions handled by DUKU?
No, all transactions are in Indian Rupees (INR). Payment providers may apply conversion rates for foreign cards.
Is it safe to store card details on DUKU?
Duku does not store card details. Payments are processed securely via authorized payment gateways only.
How can I avail offers on DUKU?
Apply valid voucher codes at checkout. Offers are automatically applied if conditions are met.
Can I combine multiple offers?
No, discounts, sales, and vouchers cannot be combined. Only one promotion applies per order.
Are all products eligible for offers?
No, some brands and sale/clearance items are excluded from discounts.
Do shipping charges apply on discounted orders?
Yes, shipping charges are additional unless stated as free shipping on qualifying orders.
Can offers be applied retroactively?
No, discounts cannot be added after the order is completed.
Are clearance items eligible for exchange?
No, clearance and outlet items are typically non-returnable and non-exchangeable unless defective.
Can I transfer a voucher to someone else?
No, all vouchers and discount codes are non-transferable.
Does DUKU notify me about offers?
Yes, registered users receive emails, SMS, or app notifications about promotions.
Can staff or affiliates use discount codes?
No, discounts cannot be combined with staff or affiliate benefits.
Can DUKU modify offers?
Yes, promotions, discounts, and sale terms may change at DUKU’s discretion.
Where can I read DUKU’s Terms & Conditions?
Terms are available on our website at the bottom footer under “Terms & Conditions.”
Do I need to agree to Terms to shop?
Yes, proceeding to checkout implies acceptance of DUKU’s Terms & Conditions.
Can DUKU change the Terms & Conditions?
Yes, changes are effective immediately upon posting. Users should review them regularly.
Are vouchers covered under Terms?
Yes, all discount and promotional rules are part of the Terms & Conditions.
What if I disagree with the Terms?
Do not use the website or place orders if you disagree with any part of the Terms.
Do Terms apply to competitions or giveaways?
Yes, separate rules apply to competitions, and participation indicates agreement to Terms.
Are prices guaranteed?
No, prices may vary due to supplier updates or errors; DUKU reserves the right to correct pricing.
Can orders be canceled under Terms?
Yes, cancellations follow the Terms, depending on pre-dispatch or post-dispatch status.
Who is responsible for website content accuracy?
DUKU ensures accuracy, but errors or discrepancies may occur. Users are advised to verify details before purchase.
Are legal warranties mentioned in Terms?
Yes, all products meet Indian safety standards, and warranty details are specified per product.
How long does DUKU take to process orders?
Orders are processed within 1–3 business days after payment confirmation, excluding weekends and public holidays.
What are the delivery timelines?
Metro: 3–5 days, Tier 2/3: 5–7 days, Remote: 7–10 business days.
Do I get a tracking link?
Yes, tracking details are sent via email or SMS after dispatch.
Is shipping free?
Free for orders above ₹1499; otherwise, a minimum charge of ₹75 applies.
Are COD orders charged extra?
Yes, a handling fee may be applied to Cash-on-Delivery orders.
Can I cancel my order after dispatch?
No, post-dispatch cancellations aren’t allowed, but returns/exchanges are possible.
What if delivery fails?
We store items temporarily; redelivery can be arranged with authorization, or order may be canceled with fees deducted.
Are delivery times guaranteed?
Times are estimates. Delays may occur due to courier or external factors beyond DUKU’s control.
What if I receive damaged items?
Report within 24 hours with photos; If verified, we will arrange replacement or refund at no extra cost.
Can I receive partial shipments?
Yes, DUKU may ship items separately to minimize delays and shipping costs.
Can I cancel my order?
Yes, within 12 hours of order or pre-dispatch whichever early, full refund applies for prepaid orders.
Can I modify an order after placing it?
Modifications are only possible before dispatch. Contact support immediately to request changes.
What happens if my order is canceled after dispatch?
Post-dispatch, cancellation isn’t allowed; you may return or exchange items per Return Policy.
Are shipping charges refunded after cancellation?
Only if the order is defective or wrongly delivered; otherwise, shipping is non-refundable.
How do I request order cancellation?
Contact care@duku.co.in or call +91 8111 8086 00 with your order number.
Can COD orders be canceled?
Yes, same pre-dispatch rules apply. Post-dispatch COD cancellation is not allowed.
Are there exceptions to cancellations?
Yes, orders failing fraud checks or with mismatched billing/shipping details may be canceled by DUKU.
Do cancellations affect vouchers or discounts?
Canceled orders lose any applied discounts or promotions; they cannot be retroactively applied.
Is there a time limit for cancellations?
Yes, cancellation must occur within 12 hours or before dispatch.
Will I get confirmation after canceling?
Yes, you receive email/SMS confirmation once your cancellation is processed.
Can I return items to DUKU?
Yes, eligible items can be returned within 7 days of delivery following policy conditions.
Which items are non-returnable?
Gift cards, final sale/clearance items, intimate apparel, and beauty/personal care products are non-returnable.
What items are eligible for exchange?
Unworn, unused, undamaged items in original packaging with tags and proof of purchase.
How do I initiate a return or exchange?
Submit a request via customer service with order number and reason.
Do I get a Return Authorization (RA) number?
Yes, an RA number is issued with instructions for packaging and pickup.
Who collects the return?
Our pickup partner collects the item from your address and delivers it to our processing hub.
When will I get a refund?
Refunds are processed within 3–7 business days to the original payment method after inspection.
Are returns accepted without RA number?
No, unauthorized returns will not be accepted.
Are shipping charges refundable?
No, unless the return is due to defective or wrong items.
Can an item be exchanged multiple times?
No, each product can only be exchanged once
How do I use a coupon?
Enter the coupon code in the promotional box at checkout. Valid codes apply automatically if conditions are met.
Can I use multiple coupons on one order?
No, only one coupon can be applied per order. Coupons cannot combine with other offers.
Are all products eligible for coupons?
No, some brands, sale items, and clearance products may be excluded.
Can coupons be used after checkout?
No, discounts cannot be retroactively applied to completed orders.
Are coupons transferable?
No, all coupons are non-transferable and cannot be sold for profit.
Do coupons have expiry dates?
Yes, all coupons are valid for the duration specified in the promotion.
What if a coupon doesn’t work?
Ensure the code is correct and eligible for the items. Contact support if issues persist.
Can staff or affiliates use coupons?
No, coupons cannot be combined with staff discounts or affiliate promotions.
Does shipping cost get discounted with coupons?
No, coupons apply only to product prices; shipping charges remain separate.
Can DUKU modify coupon terms?
Yes, DUKU reserves the right to change or withdraw coupons at any time.