Registration / Account Creation

1) How do I Sign up?

You can create an account by clicking the user icon button on the top right of our home screen and then verifying your mobile number with an OTP. 
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2) Are there any registration charges?

No. Registration on Pluckk is free. 

3) Do I have to Sign up to shop on Pluckk?

You can browse our web app/app as a guest but only registered shoppers will be able to checkout and place orders. Registered users have to be logged in at the time of checkout and will be prompted to do so if not signed in.

4) Can I create multiple accounts?

Each email address and phone number can only be associated with one Pluckk account.

 5) Can I add more than one delivery address for an account?

Yes. You may create multiple addresses at your convenience. 

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

Each email address and phone number can be associated with one Pluckk account only

7)  Can I have multiple accounts for members in my family with different mobile numbers/email addresses but with a common delivery address?

Yes. As long as the email address and phone number associated with the account is unique to each member of a family, the delivery address can be the same.

7.1)  Is there a minimum order amount for ordering?

Yes. You need to build a cart of minimum Rs 100 to place an order on pluckk.

7.2)  Can I delete my account?

Yes. Contact us on customerfirst@pluckk.in to get help with deleting your account


Account-Related

8) What is “My Account”?

“My Account” allows you to track your active orders, order history and update your contact details.

 

9) How do I reset my password/forget my password?

There is no need to create a password. You can log in to your Pluckk account by using your registered Mobile Number and OTP.

 

10) What is Pluckk Cash & where can I see my Pluckk Cash?

Your Pluckk Cash balance reflects the promotional cashback that you can use for purchases with Pluckk. You can view all details related to your Pluckk Cash on your Pluckk Cash and Wallet page. 

11) How does Pluckk Cash redemption work?
You can use Pluckk cash worth 25% of your cart value (up to Rs 200) per any order on a minimum cart value (Items Total) of Rs.399.

 

12) How does Pluckk Cash expiry work?
On your Pluckk Cash & Wallet page, you can view all details related to your wallet and promotional Pluckk Cash. Your Wallet balance is not subject to expiry. For your Pluckk Cash, the amount subject to expiry and the date of expiry will be mentioned. You will need to redeem the mentioned amount before the date of expiry. Once expired, Pluckk cash cannot be reinstated.

 

13) What is your Pluckk Wallet?
Your Pluckk Wallet is where all credits related to SmartPay Plans, refunds and service related issues are stored. It does not contain any promotional Pluckk cash earned through offers and orders. You cannot load any money into your Wallet.

 

14) How is your Wallet money used?
Any balance in your Pluckk Wallet is automatically added to your final bill before checkout. It is added after your sub-total. Your final payable amount is shown after your available balance has been subtracted from your sub-total.

 

15) Is your Pluckk Wallet balance subject to expiry?
No. Your Wallet balance is not subject to expiry. Only promotional Pluckk cash is subject to expiry.

 

Payment

16) What are the different modes of payment?

We offer multiple convenient options to pay for your order. You may use any of the following:

1. Pluckk Cash (Using your balance to contribute to payment)
2. Credit and debit cards (VISA / Mastercard / Rupay)
3. Most popular wallets
4. UPI
5. Net Banking
6. Food cards like Sodexo

We are currently not accepting COD as an accepted mode of payment.

 

17) Is it safe to use my credit/debit card on pluckk?

Yes, it is safe to use your card on pluckk. We only work with the best payment partners to deliver a completely secure payment environment. Our partners are fully compliant with all regulations and enhanced security requirements as per the payments industry in India. 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. It means extra security for customers, thus making online shopping safer.

 

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

If we are not able to deliver all products in your order and you have already paid for them online, the balance amount will be refunded to your Pluckk Wallet and you can use it at any time against your future orders. Should you want it to be credited to your bank account please write to us at customerfirst@pluckk.in and we will refund it back to your account.

 

19) Where do I enter the coupon code?

Once you are done selecting your products and start checkout, you will be prompted to create / confirm your address and payment method. On the cart page, there is a box where you can enter any coupon code that you have. The amount will automatically be deducted from your invoice value.

 

19.1) Can I claim the same offer more than one time for my household?

Our offers can be claimed by an individual household only once. We reserve the right to cancel and refund any duplicate orders that use offer coupons if same household is using more than once or / and using the same email ID and multiple phone numbers as well.

 

Delivery Related

 

20) Can I specify a delivery date when ordering?

We offer Assured Next Day Delivery. Place your orders before 11:59 pm and we deliver them the next day. Any orders placed after 11:59 Pm will be delivered 2 days later. Once disptched, the orders can not be cancelled or rescheduled. In case of any queries, please get in touch with our customer success team by clicking on Help icon on the app. 

 

21) I have not received my delivery?

Get in touch with our customer service team by clicking on the chat icon on home page for any assistance regarding orders that may be late. Our customer service team will get in touch with you if there are any potential issues as well.

 

22) I have not received part of my order?

A refund will be initiated into your wallet for any short items. 

 

23) Do I have to be there for delivery? Can my neighbours/ Security / Family members accept delivery on my behalf?

Please inform us by clicking on the chat icon on the home page if you need someone else to collect your order. 

 

24) Do you deliver to work addresses?

Yes, we can deliver to residential addresses or places of employment. If you would like delivery to your place of work, you will need to ensure that someone will be there to take receipt of your order.

 

25) Are there are any delivery charges?

Delivery is Free for all orders above Rs 399. For orders below this amount, a delivery fee of Rs 39 will be applied.

 

26) Are receipts sent with deliveries?

Your receipt is the address label on the parcel. The order number is proof of purchase. Keep the receipt as you'll need this if you want to return items.

 

27) Do we deliver overseas?

Unfortunately not at this time. 

 

Customer Service Related

 

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

You will receive an NPS link post every delivery. Additionally, you can also write to us at customerfirst@pluckk.in regarding any feedback.

 

29) How do I raise a claim with customer service regarding delivery and quality issues?

If you face any issues with the 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 of your order as well as the issue you faced.

 

30) Refund

All our customers enjoy a 100%  Money Back Guarantee. We have a no-questions-asked refund policy. If you are not satisfied with your order's quality, we will refund the amount back to you or in the form of Pluckk cash. 

 

 31 )  How long do I have to request a refund?

All you need to do is inform us within 24 hours from the time of delivery.  Pluckk will make returns directly in your wallet as a credit to be used for future purchases.

 

32) When will I be credited for my return? 

At most, it can take 7 days for any refund to process back to the issuing card/bank. We can refund your money as Pluckk Credits instantly which can be used for subsequent shopping with us.

 

33) I have not received my refund?  

Please allow 7 days from the cancellation or collection date for the refund to be processed back to the issuing card. If 7 days have passed then please contact our customer service team for further assistance.

Miscellaneous

34) Do you have offer a Referral Program ?  

Yes. Our Pluckk Buds Referral Program is available to use after you complete your 1st Pluckk order. For every friend you refer, you will receive Rs 500 Pluckk Cash once their first order is delivered. You can view all program details in your My account section under Referral Program tab. 

About our Produce & Process

 

What does Ozone wash mean?

Simply washing your fresh fruits and vegetables with water does not always ensure all contaminants and pesticides are removed completely. To ensure your product is free from such items, we ozone wash our products which sterilizes them completely. Ozone is a powerful and instant acting oxidizer that easily oxidizes all fertilisers, pesticides, and microbes. Ozone washed articles have been claimed as Safe for Consumption by the Food and Drug Administration- USA. For further information about how we treat our produce with ozone, you may reach out to us at customerfirst@pluckk.in

 

How are your products sourced?

All our produce is sourced from our farming partners daily. We employ industry best crop tracking and a traceability process for all our items. Our farming partners practice sustainable farming methods and we work with them in a symbiotic manner to ensure high ethical sourcing practices. Check out our Farmers of Pluckk page for more information on sourcing and farming related queries.

 

How to cancel an order on Pluckk?

At the moment, you may cancel you order using the my account section. Orders must be cancelled before 11:59 PM on the same day of ordering to be valid. Once dispatched, an order can not be cancelled or rescheduled.

 

Can I buy your products offline at stores?

We are currently only available for direct selling through our Web-App & App (Android + iOS)

 

Request us to stock an item?

If you would like us to stock a particular item or items, reach out to our team at customerfirst@pluckk.in. They are happy to assist you with such requests, basis availability.

 

Where can I find out about deals and promotions?

All recent and upcoming offers and deals will be shown on our homepage and particular product pages. In addition, we do send out emails that will list all active offers. So do remember to open our mailers to stay up to date. Following our social media handles is also a great way to stay informed. 

 

Moved to a new location? How to continue your Pluckk deliveries?

If you are planning to move or already have, we would request you to add an address in your account and check whether we are servicing in that Pin-code area. 


What are Kook by Pluckk meal kits?

What is a Meal Kit?

A meal kit is a DIY recipe box that contains a chef designed recipe and pre-portioned ingredients. The idea is to make cooking hassle free and waste free for you. So you no longer have to run around finding ingredients and toil for hours in the kitchen to make your favorite dishes. 

What can I expect in a Kook by Pluckk Meal Kit? Will you send all ingredients required to cook a meal?

Every meal kit has a bunch of pre-portioned ingredients for the recipe along with an ingredient list and a detailed recipe. We send you all the main ingredients needed for the dish barring some standard pantry ingredients that are readily available in your pantry. These include milk, butter, ghee, oil etc. Most people have brand preferences for these products and hence we thought it is better to keep it that way.

What kind of dishes can I expect from your menu?

At Kook by Pluckk, our intent is to expose you to new dishes that you might not have cooked before but that will surely appeal to your palette. The idea is to help you discover some new cuisines and at the same time give a modern spin to regular dishes. Our menu has a variety of main course, appetizers and desserts spread across different cuisines.

How much time would it take me to cook a meal?

Most of our dishes can be cooked in under 20 minutes since we’ve already done the prep and tedious parts of cooking for you.

I am allergic to certain products, will you be able to replace some ingredients?

We understand that food is very personal and that one might have specific preferences.If your kit contains any nut based ingredients, it will be mentioned.

How long can I store the kit before cooking?

Upon receiving the box, it is recommended to immediately refrigerate it and prepare the dish within 48 hours. We do however strongly recommend you cook the dish on the same day as receiving it.

How long do you take to deliver? Is there a cut off?

Order before midnight & your "Kook by Pluckk" meal kit will be delivered direct from our State of the Art kitchen between 2 to 6 PM the next day.

Any non "Kook by Pluckk" items in your order will be delivered per our regular Pluckk delivery option (Between 3 to 9 PM). You will be informed about dispatch and delivery of "Kook by Pluckk" items independently, so you don't need to worry at all

​​How do you source your ingredients?

We source all our fresh ingredients directly from farms .

How do you ensure that your products are assembled in safe & hygienic conditions?

Our kitchen facilities have strict hygiene and safety protocols. All our employees wear facemasks at all times and are required to frequently wash their hands, wear clean gloves and cover their hair with hair nets before handling any food. All our procured products are also washed thoroughly before being processed. Maintaining the safety and quality of our product and ensuring our customers’ well being is our absolute priority and we wouldn’t put it at risk under any circumstance.

Is your packaging sustainable and environment friendly?

Given that food needs a certain kind of packaging to ensure freshness and longevity, our packaging is food grade. 80% of our packaging is reusable and recyclable and also encourage our customers to repurpose and reuse the packaging.