Frequently Asked Questions (FAQ's)

Welcome to the SastoDookan.com FAQ page. Here are answers to some common questions about ordering, delivery, payments, returns, and customer support.

1. What is SastoDookan.com?

SastoDookan.com is an online shopping store in Nepal where customers can browse and order a growing range of everyday products, household items, personal care products, groceries, electronics, and other useful categories.

2. Where do you deliver?

We currently serve customers in Nepal, depending on product availability and delivery coverage.

If you are unsure whether your area is serviceable, you can contact us before placing your order.

3. How long does delivery take?

Delivery time may vary depending on your location, the type of product, and order volume.

Some products may be delivered faster than others, while certain orders may take longer due to traffic, weather, public holidays, or courier availability.

4. How can I place an order?

You can place an order directly through our website by:

  • browsing products
  • adding items to your cart
  • entering your delivery details
  • completing checkout using the available payment option

If you need help with ordering, you can also contact us directly.

5. What payment methods do you accept?

Available payment methods may vary depending on what is enabled on the store at the time of checkout. You will see the available payment options during checkout before confirming your purchase.

6. Can I cancel my order?

You may request cancellation before the order is dispatched. Once an order has already been processed or sent for delivery, cancellation may not always be possible.

If you need to cancel an order, please contact us as soon as possible.

7. Can I return a product?

Returns may be accepted in certain situations, especially if the item received is:

  • damaged
  • defective
  • incorrect
  • incomplete

Return eligibility depends on the product category, item condition, and the nature of the issue. Please review our Refund / Return Policy for more details.

8. Are all products returnable?

Not always. Certain products may not be eligible for return unless they were delivered damaged, defective, incorrect, or incomplete.

This may apply especially to perishable goods, groceries, personal care products, opened consumables, sealed items with broken packaging, and similar categories.

9. How do I request a refund or replacement?

If there is a problem with your order, please contact us with:

  • your order number
  • your name and phone number
  • a short explanation of the issue
  • photos or videos if needed

We will review the issue and guide you through the next steps.

10. What should I do if I receive the wrong or damaged item?

Please contact us as soon as possible after delivery and share your order details along with photos of the item. We will review the issue and help arrange a suitable resolution.

11. Do I need an account to shop?

Not always. Depending on the checkout setup, you may be able to place an order without creating an account.

However, creating an account may help make future shopping easier.

12. Can I sign in with Google or Facebook?

Yes, SastoDookan.com may offer login options such as Google Sign-In and Facebook Sign-In for easier account access.

13. How do I contact customer support?

You can contact us using the details below:

14. Do you offer support on WhatsApp?

Yes. We may use WhatsApp for customer support, order communication, and delivery coordination where needed.

15. Are the product images and descriptions always exact?

We try our best to provide accurate product images and descriptions. However, some products may have slight differences in packaging, appearance, or details depending on supplier updates, stock batch, or screen display settings.

16. Is shopping on SastoDookan.com secure?

We take reasonable measures to provide a secure shopping experience. Payments are handled through integrated payment systems and store infrastructure designed to support e-commerce security and order processing.

17. What if I cannot find the product I am looking for?

If you do not find what you need on the website, feel free to contact us. We may still be able to help or guide you to relevant available products.

18. Will this FAQ be updated?

Yes. As SastoDookan.com grows, we may update this FAQ page to reflect new services, policies, product categories, and customer support information.