HELP & ANSWERS
A little help with your next shop.
Find answers about ordering, delivery, your products and Apni Dukaan Plus.
Ordering & prices
Is there a minimum order?
Meat and grocery orders have a $100 minimum. There is no minimum for a basket containing only Aayat Collections and Fragrance Bazaar products.
Why do you ask for my postcode?
Your postcode helps us show the right prices and delivery availability for your area. Guests see the same postcode-adjusted ordinary customer prices as signed-in customers. Eligible Plus benefits are applied when you sign in.
You can change your postcode using the bar near the top of the website. Final prices and delivery options are confirmed against your checkout address.
Can I browse without signing in?
Yes. Enter your postcode to see local prices and browse the range. Sign in if you want the store to recognise your Plus membership.
How do I change my address or cancel an order?
Contact us as soon as possible with your order number and the change you need. We recommend getting in touch at least 72 hours before your selected delivery date. Once an order has been prepared or dispatched, changes may no longer be possible.
Delivery
Do you deliver to my postcode?
Visit our Delivery Areas page and check your postcode. Meat and groceries are available where our refrigerated delivery service operates. Outside those areas, you can shop Aayat Collections and Fragrance Bazaar.
How much does delivery cost?
Meat and grocery delivery fees depend on your postcode and are shown at checkout before you pay. A basket containing only Aayat Collections and/or Fragrance Bazaar products uses $9.99 Australia-wide parcel delivery with no minimum order. Eligible Apni Dukaan Plus orders of $100 or more receive free delivery.
When will my order arrive?
Checkout shows the available delivery date based on your address and when you order. Availability can vary by courier route, public holidays and busy periods.
How are meat and groceries delivered?
Meat and grocery orders use refrigerated delivery, with insulated packaging and ice packs. Please arrange to receive your order and bring it inside promptly.
Do I need to be home?
We recommend being available to receive your order. If you cannot be home, contact us before delivery to discuss the arrangements. Please do not rely on packaging to keep perishable food protected indefinitely after it has been left.
Products & halal information
Where can I see your halal certificate?
Our Halal Certificate page includes the declaration issued by RH Foods & Meats Pty Ltd for Apni Dukaan Online. You can open the original document at full size. For a specific product or supplier question, contact our team.
Will my meat arrive chilled or frozen?
This can depend on the product and delivery route. Some routes use refrigerated or freezer transport, so meat may arrive chilled or partially frozen. Check the product description and packaging for product-specific information. If the condition of your delivery concerns you, contact us promptly with your order number and photos.
What happens if the packed weight is different?
Some meat cuts vary in weight. We aim to supply the closest possible weight to your order. If the final packed weight is lower, we adjust or refund the difference.
What if my preferred brand is unavailable?
We may substitute the closest available alternative brand of similar quality. If you prefer no substitutions for a product, add a note to your order and we will do our best to follow it. Contact us if you have a specific requirement before ordering.
Help with an order
An item is missing, incorrect or damaged. What should I do?
Email info@apnidukaan.com.au with your order number, the item name and a short description of the issue. Include photos of the item and packaging where relevant so we can investigate.
My order says “On hold”. Is something wrong?
Not necessarily. We also use this status while organising order fulfilment. It does not by itself mean that your delivery has been cancelled. If you are unsure about your payment or delivery date, contact us with your order number.
When will my refund appear?
Once a refund has been processed, please allow 3–5 business days for it to appear in your account. If it has not arrived after that time, contact us with your order number.
Apni Dukaan Plus
What does Plus include?
Plus offers free delivery on eligible orders of $100 or more, 5% off KEB Meals, exclusive member deals and member rewards. Visit Apni Dukaan Plus for membership options and full details.
Does Plus free delivery apply to Aayat or Fragrance orders under $100?
No. Plus free delivery requires an eligible order of $100 or more, including baskets containing only Aayat Collections and/or Fragrance Bazaar products. These baskets have no minimum purchase, but the $100 threshold still applies to free delivery. Sign in with your active Plus membership and confirm eligibility at checkout.
Why aren’t my Plus benefits showing?
Sign in with the account linked to your membership and check that your subscription payment is up to date. Free delivery also requires an eligible order of $100 or more. If something still looks wrong, contact us before paying.
How do I get help with my membership?
Contact our team with the email address linked to your membership. We can help with renewal payments, benefits and cancellation requests.
Need a hand?
Have your postcode or order number handy so we can help.