Frequently asked questions
Shipping, chilled goods, payment and returns. Not what you're looking for? Write to us by email or WhatsApp.
What is Tukwila?
Tukwila is an online supermarket for South Asian, Turkish and oriental groceries based in Dresden, Germany. We deliver spices, rice, lentils, snacks, frozen food, fresh fruit and vegetables and non-food items to your door across Germany.
How much is shipping?
Orders of €39.99 or more ship free. Below that, shipping is €5.49 per parcel. Parcels of 20 kg or more go as heavyweight parcels for €10.49 (free shipping does not apply). Chilled goods cost €9.99 extra for the insulated box (max. 10 kg per order).
How long does delivery take?
After payment we usually dispatch your order within 1 to 5 days. The parcel then normally arrives within 1 to 2 working days. In exceptional cases (for example supply shortages or fresh goods) it can take 5 to 6 working days. After dispatch you receive an email with your tracking number.
When are fresh fruit and vegetables shipped?
Fresh fruit and vegetables reach us weekly on Monday or Tuesday. Orders with fresh items therefore ship from Tuesday so that they usually arrive fresh by Friday.
How do you ship frozen goods, meat and fish?
Frozen and fresh products ship only from Monday to Wednesday in an insulated box for €9.99. Transport usually takes 18 to 22 hours, and the goods stay well chilled in the box for several days. Please accept the parcel promptly to keep the cold chain intact.
Is your meat halal?
A large part of our meat and sausage range is labelled halal. You find these products in the “Halal Meat” department. The label is shown on each product.
Which payment methods do you accept?
In the online shop you pay by credit card (Visa, Mastercard, American Express), with Apple Pay and Google Pay if your device supports them, or with Klarna. Fresh halal meat is ordered via WhatsApp and paid by bank transfer; in the shop in Dresden you can pay on the spot.
Which carrier do you use?
We ship with GLS. After dispatch you receive your tracking number by email. If the courier does not find you at home, the parcel waits at the nearest parcel shop.
Can I return or complain about items?
Fresh and frozen goods and opened food are excluded from withdrawal (quickly perishable); sealed long-life food and non-food items can be withdrawn within 14 days. If something went wrong with your order (wrong or damaged item through our fault), please contact us within two weeks. You then receive a refund to your original payment method or a voucher valid for 6 months. For non-food items the statutory 14-day right of withdrawal applies. All details are in the withdrawal policy and the terms.
What does best-before date (MHD) mean?
The best-before date is not a use-by date. Stored properly, many products are still fine after it. Items with a short or reached best-before date are marked in the shop, often at reduced prices.
Do you deliver across Germany?
Yes, we ship from Dresden to all of Germany. For particularly sensitive fresh goods the shipping days described above apply so that everything arrives in the best quality.
Do I need a customer account?
No. You can check out as a guest. An account is optional and shows your orders, tracking numbers and saved addresses.
How can I contact you?
By email at [email protected], on WhatsApp at +4915210620242 or by phone at 0351 65399981. Our shop is at Bautzner Straße 16, 01099 Dresden.