FAQ & Support
About DropDeli
What is DropDeli?
DropDeli helps you get products in your city in minutes - just tell us what you want, where you want it, and we'll deliver it. What kind of products? Chargers, smoothies, groceries, food from your favourite restaurant⌠Any weird and wonderful thing you can think of! Anything in your city, delivered in minutes.
Why should I use DropDeli?
Do you feel like your favorite food? No time for running errands? Are you at a party at a friend's and short of ice? Just ask for whatever you want and weâll deliver it to wherever you want. From food to groceries, items from the pharmacy, presents or snacks, DropDeli delivers anything in your city... You ask, we deliver! You can download our App for both tablets and smartphones on iOS devices (at App Store) and Android devices (Play Store). For optimal service, please, allow the App to access your location and send you notifications. If you still haven't downloaded the App, don't worry, you can also order at our website.
What can I order?
You can buy and receive products as well as send deliveries or express messages within your city. Want us to go to the pharmacy for you? Need to buy a pair of shoes? Want something to eat? Need to ship a package? Forgot your keys...again? We mean it: Anything you want, delivered in minutes.
How do I find what I want?
At the top of your screen, there's a search bar that lets you find any product or establishment in your city.
Is DropDeli available in my neighborhood?
We are rapidly expanding! You can check for service availability in your area by entering your address on the homepage or in the app.
When is DropDeli open?
Many cities in which DropDeli operates offer a 24/7 service. However, all stores have their own schedule so they might be closed despite DropDeli being available. To guide you, open stores have a full colour picture whereas closed ones are in gray.
Who are the couriers?
Couriers are independent professionals connected to our platform. Together with a smartphone and their own vehicle, they're eager to help you with your tasks as quickly and effectively as possible.
Do you want to be a courier?
Great! Just fill out the form in this link.
What type of vehicles do couriers use for delivery? How big can my orders be?
Our couriers use motorcycles or bikes so they can carry whatever you want, as long as itâs under 9 kg in weight (3-4 shopping bags in volume) and fits in a box sized 40x40x30 cm. DropDeli is happy to transport anything you need bearing these dimensions in mind.
Do you transport animals?
While we'd love to deliver your beloved cat or newt, this isn't something we offer at the moment. Maybe someday in the future...
My Orders
How do I place an order?
Ordering your first DropDeli is really easy. Just follow these steps:
(1) Go to the "Manage payment methods" section in your profile and add a debit/credit card.
(2) Go back to the main screen and set the delivery address. Remember to choose the correct city from the drop-down menu.
If you have a promo code, don't forget to validate it in your profile before ordering.
Now you have 2 options:
(1) Buy something: from a restaurant or store. Choose from any of our partners in any of the categories.
2) Send something: with just a pick-up point and destination, you can use a courier to send anything.
Follow the steps required for each option and once youâre finished, a courier will accept your order and deliver it in minutes. If you need to add more than one delivery address, you'll need to place the order on our website.
How do I schedule an order and change details of my scheduled order?
Scheduling orders has never been easier! You can schedule your order and choose when you want it delivered, so that you receive it whenever is best for you! If you want to change details of your scheduled order or simply want to cancel it, you'll need to go to your scheduled order and click on "Cancel order". You won't be charged for cancelling. Once the order is cancelled, place a new one with your required items and delivery details.
When will my order arrive?
As long as you have an assigned courier, you can follow your order in real time and communicate with the courier if you have any questions. If you don't have an assigned courier, your order remains in the system pending allocation. If large delays are anticipated, we will notify you of this with a yellow message at the top of the app. If a courier hasn't been assigned to your order and you'd like to cancel, you can do this yourself from your current order at no extra cost.
What if I just want to modify my order?
If you want to change your order, you just have to contact your courier. From the moment a courier accepts your order, you can contact each other by phone to answer any queries that may arise.
There are missing or incorrect products in the order.
If you received an incomplete or incorrect order, please go to your profile on the app and click âHelpâ. We'll get back to you with a resolution as soon as possible.
The order has arrived in poor condition.
If your order arrived in poor condition, please go to your profile on the app and click âHelpâ. We'll get back to you with a resolution as soon as possible.
I want to cancel my order. Will I be charged for cancellation?
You can cancel orders but cancellation fees may apply.
For food related orders, you'll be charged an amount depending on the following factors.
(1) If the store has already accepted and started to prepare your order, you'll be charged the price of the products.
(2) If a courier has already been assigned to your order, you'll be charged a cancellation fee.
(3) If the store has already accepted and started to prepare your order, and a courier has been assigned to deliver it, you'll be charged the price of the products and a cancellation fee.
(4) If the courier reaches the delivery area and finalises the order, you'll be charged the price of the products and the delivery fee. Please bear in mind, food related orders cannot be returned.
For non-food related orders, you can cancel an order free of charge, up until a courier accepts your request. However, if you cancel after a courier has been assigned to your order, you'll be charged the total cost of the basic delivery service. If a courier has already picked up the order or is couriering at the time of cancellation, you can ask the courier if it's possible to return the product. If this happens, you'll still have to pay the full price of the products and delivery fee, as well as the cost of the return service. If the courier is able to return the product, the value of the product will be refunded back to you. To clarify: you'll be charged for the total cost of the delivery service, including the cost of the product and delivery fee, and the return service.
I didnât order this. What do I do?
Is the product not exactly what you expected? Please let our Customer Services team know, as we'd like to avoid situations like this in the future. However, any returns or complaints about products should be made directly to the establishment, without the involvement of couriers or DropDeli.
I want to return a product. What do I do?
We connect your orders to couriers; they make the purchase in your name, so you continue being the purchaser and final user. Any returns or complaints about products should be made directly to the establishment.
Payments & Promos
How much does delivery cost?
The price of our service is optimized by distance, so the closer it is, the cheaper it is. If you use the "Courierâ category, the app calculates the distance between the pick-up point and delivery address and only shows the total delivery cost. If youâre ordering from one of the stores available on the app, you can see the itemâs price beforehand. There will be a pre-established delivery cost depending on our agreement with the store in question, which you can see by clicking on the store. So before you confirm the order, youâll know the total cost of the service. Occasionally, the price of the product may differ to what is shown on the app. If the price difference is less than 30%, DropDeli will automatically proceed to buy the products for you. You'll be able to see the updated price once the courier uploads the receipt of the purchase. However, if the difference in price is over 30%, the courier will contact you to ask if youâd still like to proceed with the purchase. (For night deliveries, there might be an extra service charge applied to each itemâs price. The amount applied depends on the city and store, and youâll see this surcharge when youâre at the checkout stage in the app.)
What type of payment cards do you accept?
We accept Visa, MasterCard, and American Express.
What are the payment method options?
DropDeli is currently operating with different payment methods depending on the country. You will see the methods available in your country when placing an order and will be able to choose from the drop-down menu. When card payments are enabled, we accept credit or debit cards, including Visa, Mastercard or American Express. When cash payments are enabled, we only accept local currency.
Is it safe to add my debit/credit card?
Our payment system through the app is completely safe. To further ensure your security, we avoid storing any banking data. We use a secure payment platform used by major international companies.
Why is there a pending charge on my account and when does it get released?
An 'authorisation amount' is the temporary hold you'll see on some of your funds, which may appear next to your actual payments (depending on your bank). Itâs how DropDeli guarantees that there are available funds to pay for the order. Here are the possible scenarios after an authorisation has been made: (1) If the order has been completed successfully, we âcaptureâ the authorisation, meaning it becomes a charge and the funds are transferred from your account to DropDeli (2) If the final amount is lower than the authorisation (e.g. some products were missing), we capture only what was owed for the order, meaning a part of the authorisation will be released back to your account. (3) If the final amount is higher, weâll release the authorisation immediately and attempt to capture another payment with the correct final amount. In most cases, the hold will be cleared and funds released back to your bank account almost instantly. However, with some banks, this may take a few business days, depending on their policy. For specific information on your statements, please contact your bank directly
How do I request an invoice?
If you need an invoice for your products, please contact the store directly. If you want to receive invoices for DropDeli services, you just need to fill in the invoicing data fields you can find in your profile within the App. If you have any issues or need more information, you can contact customer service. If you want to stop receiving invoices, you then need to click on "Delete data and stop receiving invoices" on the same profile page.
How can I redeem my promo code?
Within your profile, you'll see a section called 'Promo Codes'. Just enter the code to activate it and you'll be able to enjoy the discount. The validity and expiration of the code may be subject to changes without prior notice on the part of DropDeli, according to requirements of promotional campaigns.
How do I check the details of my promo code / balance?
If you were granted a free delivery or credit balance and want to check the amount or don't know how to use it, you can find all the information in the "Promo codes" area on your profile. Your promo codes will apply by default when you order your next DropDeli. All unused credit after placing one order will be saved for your next order. If you were granted a special promo code from a store or advert, you can add it on the same promo code profile page and it will automatically apply to your next order. Bear in mind that these promo codes are subject to specific conditions and might expire.
Should I tip my courier?
Up to you! If you think they deserve it, why not? Couriers are free to accept or decline tips, but they should never ask for it.
What is the product fee?
The product fee is the management commission that we apply on the product cost.
Account & Support
How do I change my payment method?
You can change your preferred payment method on your profile details. There, you can add or remove cards. Once updated, it will immediately be changed so that you can continue ordering with DropDeli.
How do I change my phone number?
You can change your contact number on your profile details. Once updated, you'll receive a verification code. When confirmed, your phone number will be changed immediately. In case you did not receive the confirmation code, please contact us.
How do I change my email address?
You can change the email address associated with your account on your profile details. Once updated, youâll receive a verification alert. When confirmed, the new email will be changed immediately.
How do I change my password?
You can change the password associated with your account on your profile details. Once updated, youâll receive a notification alert. When confirmed, the new password will be changed immediately.
I cannot log in to my account. What can I do?
In case you have lost access to the email address associated with your DropDeli account, you will need to create a new user account with a different email address that is not already active on our platform. If you have lost access to the phone number associated with your DropDali account, please contact support for assistance.
How do I unsubscribe from the DropDeli Newsletter?
Weâre sad to hear you donât want to continue receiving our messages. If you don't want to receive our newsletter anymore, you just need to click on the link at the bottom of any of our newsletter emails.
Why have I been asked to verify my identity?
Weâre committed to ensuring our platform is trustworthy and safe for you and all our DropDeli members. Thatâs why, if any unfamiliar action is detected, our agents might ask you for some proof of identity. If this happens, youâll need to attach the documents we request in order to continue using your DropDeli account. Safety is crucial for us so please, donât share your account or payment details with anyone who isnât an internal DropDeli collaborator. We would also like to remind you of the importance of having different passwords for each platform you use. If you suspect someone is using your credit/debit card on our platform without your consent, please contact us immediately and take the necessary legal actions with your bank and the authorities.
How can I delete my DropDeli account?
You may request to delete your account at any time by contacting us at support@dropdeli.com. We generally delete your data after the purpose of their processing has been fulfilled. When the retention period is met, the stored data will be deleted accordingly. Under certain circumstances, any requests for deletion may be opposed by legal retention periods, which prevent us from deleting the stored data for a fixed minimum period of time.