Kindly check the FAQ below if you are not very familiar with the functioning of this website. If your query is of urgent nature and is different from the set of questions then do write to us at store.gagellan.com between 9 am & 9 pm on all days excluding Sunday to get our immediate help.

Registration

How do I register?

You can register by clicking on the My Account link at the top right corner of the homepage. Please provide the information in the form that appears. You can review the terms and conditions, provide your payment mode details and submit the registration information.

Are there any charges for registration?

No. Registration on store.gagellan.com is absolutely free.

Do I have to necessarily register to shop on store.gagellan.com

You can surf and add products to the cart without registration but only registered shoppers will be able to checkout and place orders. Registered members have to be logged in at the time of checking out the cart, they will be prompted to do so if they are not logged in.

Can I add more than one delivery address in an account?

Yes, you can add multiple delivery addresses in your store.gagellan.com account. However, remember that all items placed in a single order can only be delivered to one address. If you want different products delivered to different address you need to place them as separate orders.

Can I have multiple accounts with same mobile number and email id?

Each email address and phone number can be associated with one store.gagellan.com account only.

Can I have multiple accounts for members in my family with different mobile number and email address but same or common delivery address?

Yes, we do understand the importance of time and the toil involved in shopping groceries. Up to three members in a family can have the same address provided the email address and phone number associated with the accounts are unique.

Can I have different city addresses under one account and still place orders for multiple cities?

Yes, you can place orders for specific pincodes.

Order Related

What is a cut-off time and what are the corresponding cut-off timing for each slot?

Cut off time is the time after which the order gets processed for delivery. After this time you will not be able to modify or cancel your order.Cut off time for Slot 3 & Slot 4 is 12 noon on the same day and cut off time for Slot 1 & Slot 2 is 7 pm on the previous day. Actual cut off timings for hyderabad: For Slot 3 & Slot 4 is 11 AM on the same day and for Slot 1 & Slot 2 is 6 PM on the previous day.

Can I add products after the cut off time for a slot?

No, you will not be able to make any changes to your order after the cut off time for your selected slot. However, if you do not wish to buy a product you may return it at the time of delivery and the amount will be credited to your store.gagellan.com account customers.

How can I check availability of next slot before placing order?

Once you log in to your account, you will notice that on the right side of the website, under “My Account” the next available slot in which you can order will be displayed.

Can I change my order delivery slot after placing the order?

Delivery slot can be changed for an active order through the App.

How do I add or remove products after placing my order?

Once you have placed your order you will not be able to make modifications on the website. Please contact our customer support team for any modification of order.

How long will my chosen slot be blocked for me?

5 minutes. After this the slot will be released for other shoppers on the website.

Is it possible to order an item which is out of stock?

No you can only order products which are in stock. We try to ensure availability of all products on our website however due to supply chain issues sometimes this is not possible

How do I check the current status of my order?

The only way you can check the status of your order is by contacting our customer support team.

How do I check which items were not available from my order?

Will someone inform me about the items unavailable in my order before delivery?You will receive an email as well as an sms about unavailable items before the delivery of your order.

Why is there an order cancellation fee?

We charge an order cancellation fee to compensate for the slot, time and effort incurred towards processing an order.

Every order placed has to undergo a system driven process as well as a manual process in order to make sure the order reaches our customers on time, every time. For this purpose, a slot is booked for every order that gets placed in our system and the order picking process happens seamlessly. In this entire process we incur labor as well as an opportunity cost on the booked slot. During the event of a cancellation the entire process has to be stopped and reset. This takes up considerable processing time to open the slot yet again for another customer to order.

What You Receive Is What You Pay For

At the time of delivery, we advise you to kindly check every item as in the invoice. Please report any missing item that is invoiced. As a benefit to our customers, if you are not available at the time of order delivery or you haven’t checked the list at the time of delivery we provide a window of 48hrs to report missing items. This is applicable only for items that are invoiced.

When and how can I cancel an order?

You can cancel an order before the cut off time of your slot (1 pm for evening slots and 6 am for morning slots) by contacting our customer support team or you can also cancel your order from the Customer Service section on the store.gagellan.com.

Note:If you are a customer in Bangalore, Hyderabad, Chennai, Vijayawada and Eluru – we charge a cancellation fee of Rs. 100 if the order is cancelled after 30 minutes from the time of order. If the order is cancelled after 30 minutes from the time of order. You can choose to reschedule the order for a different time and date subject to slot availability and skip cancellation charges. Rescheduling is possible only for slotted delivery. Express & Specialty store orders cannot be rescheduled. For prepaid orders the cancellation fee will be deducted from the refund amount and for Cash on Delivery orders, the cancellation charges will be debited to your store.gagellan.com wallet. In your next order, it will be added as an additional charge.

Customer Related

How do I contact customer service?
Our customer service team is available throughout the week, all seven days from 9 am to 9 pm. They can be reached via email at sales.gagellan.com

What are your timings to contact customer service?

Our customer service team is available throughout the week, all seven days from 10:30 am to 7 pm.

How can I give feedback on the quality of customer service?

Our customer support team constantly strives to ensure the best shopping experience for all our customers. We would love to hear about your experience with store.gagellan.com. Do write to us sales@gagellan.com in case of positive or negative feedback.

How do I raise a claim with customer service for any of the Guarantees – Delivery Guarantee, Quality Guarantee?
If you face any issues with price, quality or delivery of products we will take every measure to address the issue and make it up to you. Please contact our customer support team with details or your order as well as the issue you faced.

Returns & Refund Policy (Updated)

We have a “no questions asked return at delivery and refund policy” which entitles all our members to return the product at the time of delivery if due to some reason they are not satisfied with the products delivered. We will take the returned product back with us and issue a credit note for the value of the returned products which will be credited to your account on store.gagellan.com. This can be used to pay for your subsequent shopping bills.

Post delivery returns are accepted only if there is an issue with the quality or freshness of the food products or if the product you received is damaged in case of non-food products. In such cases, we will issue a credit note for the value of the returned products which will be credited to your account on store.gagellan.com. This can be used to pay for your subsequent shopping bills.

Acceptance of returns & refund post delivery is subject to a satisfactory inspection by our customer service team. Please get in touch with us via self-service on the store.gagellan.com for any such requests.

Note: As a Covid-19 safety and hygiene measure, we will not pickup any goods post delivery. We request all our members to thoroughly check the products at the time of delivery.

Payment

What are the modes of payment?

You can pay for your order on store.gagellan.com using the following modes of payment:a. Cash on delivery. Credit and debit cards (VISA / Mastercard / Rupay)c. Sodexo passes on delivery (only for food items)

Are there any other charges or taxes in addition to the price shown?

Is VAT added to the invoice?There is no VAT. However, GST will be applicable as per Government Regulizations.

Is it safe to use my credit/ debit card on store.gagellan.com

Yes it is absolutely safe to use your card on store.gagellan.com. A recent directive from RBI makes it mandatory to have an additional authentication pass code verified by VISA (VBV) or MSC (Master Secure Code) which has to be entered by online shoppers while paying online using visa or master credit card. It means extra security for customers, thus making online shopping safer.

What is the meaning of cash on delivery?

Cash on delivery means that you can pay for your order at the time of order delivery at your doorstep.

If I pay by credit card how do I get the amount back for items not delivered?

If we are not able to delivery all the products in your order and you have already paid for them online, the balance amount will be refunded to your store.gagellan.com account as store credit and you can use it at any time against your future orders. Should you want it to be credited to your bank account please contact our customer support team and we will refund it back on to your card.

Where do I enter the coupon code?

Once you are done selecting your products and click on checkout you will be prompted to select delivery slot and payment method. On the payment method page there is a box where you can enter any evoucher/ coupon code that you have. The amount will automatically be deducted from your invoice value.

Account Related

What is My Account?

My Account is the section you reach after you log in at store.gagellan.com My Account allows you to track your active orders, credit note details as well as see your order history and update your contact details.

How do I reset my password?

You need to enter your email address on the Login page and click on forgot password. An email with a reset password will be sent to your email address. With this, you can change your password. In case of any further issues please contact our customer support team.

What are credit notes & where can I see my credit notes?

Credit notes reflect the amount of money which you have pending in your store.gagellan.com account to use against future purchases. This is calculated by deducting your total order value minus undelivered value. You can see this in “My Account” under credit note details.

What is My Shopping List?

My Shopping List is a comprehensive list of all the items previously ordered by you on store.gagellan.com. This enables you to shop quickly and easily in future.

Others

Do you have offline stores?

No we are a purely internet based company and do not have any brick and mortar stores.

Where can I find currently running offers/ promotions?

There is a link called “Store Wide Offers” on the top right hand side of our website. All products with any discount or promotions are listed under this section.

What do I do if an item is defective (broken, leaking, expired)?

We have a no questions asked return policy. In case you are not satisfied with a product received you can return it to the delivery personnel at time of delivery or you can contact our customer support team and we will do the needful.

How will I get my money back in case of a cancellation or return?

What are the modes of refund?The amount will be refunded to your store.gagellan.com account to use as store credit in your forthcoming purchases. In case of credit card payments we can also credit the money back to your credit card. Please contact customer support for any further assistance regarding this issue.

I am a corporate/ business. Can I place orders with store.gagellan.com?

Yes, we do bulk supply of products at special prices to institutions such as schools and corporates. Please contact as at sales@gagellan.com to know more.

I’d like to suggest some products. Who do I contact?

If you are unable to find a product or brand that you would like to shop for, please write to us at sales@gagellan.com and we will try our best to make the product available to you.

There is a difference in the amount mentioned in the invoice sent by the store and the order value shown by store.gagellan.com when placing the order.

Why should I pay the extra amount?

store.gagellan.com has a standard policy of weight variance up to 5% on its orders. However, in the case of fresh products sold by the Specialty Stores, the final weight can only be determined at the time of preparing the order. To this extent, store.gagellan.com allows Specialty Stores to vary the weight of the product by up to 25%. This change in weight is reflected in the bill amount difference. You are requested to pay the amount in the bill provided by the retailer at the time of delivery along with the applicable delivery charges.

Please note that store.gagellan.com works with the Specialty Stores to limit the variance in weight to as low as possible.