Frequently asked questions

How do I place an order? +

First find the nearest Haus des Döners branch, then choose products from the menu, add to cart and pay. Login is not required.

What steps follow after the order? +

On the order tracking page you can see the status with a visual timeline: Received → Confirmed → Preparing → (delivery) On the way → Delivered. If you enabled web push, you will also get instant notifications.

Where can I see my order history? +

When logged in, you can find all your orders with history, filters and CSV export under My Orders.

Can I reorder? +

Yes — on the order details page, the "🔁 Reorder" button copies the products of an old order into a new cart.

How long does delivery take? +

25-40 minutes depending on branch and traffic. The order tracking page shows a dynamic ETA (based on a 7-day average from kpi_branch_daily).

In which cities is delivery available? +

Delivery is active in 200+ branches in 5 countries. A branch's delivery area is shown as a blue circle on the locator map.

Do I need to reserve a table for pickup? +

No, once your order is ready, go to the branch and pick it up with your name or order number. In drive-thru branches you can collect without leaving your car.

Which payment methods are available? +

Credit card (Visa/Mastercard), Apple Pay, Google Pay — all via Stripe. For pickup and table-QR orders, cash + card are also accepted at the branch.

When do I get my money back after a cancellation? +

The Stripe refund appears on your card within 5-10 business days. Details on the refunds & cancellations page.

How do I use my voucher code? +

Enter your voucher code (e.g. WILLKOMMEN10) in the cart input field and click "Apply". The code is automatically validated and the discount applied.

Where can I find active vouchers? +

On the Active Promotions page, all valid voucher codes are listed with validity and minimum order value.

How do I collect loyalty points? +

Logged-in customers automatically receive points for every paid order (varies by product type). History under Loyalty programme.

Can I order without an account? +

Yes — guest checkout: order with name + phone number. Logged-in customers earn points, save addresses and reorder with one click.

How can I download/delete my data? +

Login + Profile → "Download my data" as JSON export (GDPR Art. 20). "Delete account" button (GDPR Art. 17, anonymised, 7-year tax retention).

How do I manage my active sessions? +

On the profile page under "🔐 Active Sessions". You can sign out of other devices with one click.

Where can I find allergen information? +

Allergens of all products are listed on the Allergens page; on every product card you also see them as a badge.

Are there vegan / vegetarian options? +

Yes — our falafel sandwich, wrap, plate and salad menus are vegetarian. For vegan, watch the sauce — the badges in the label area help.