Ordering, Cancellations & Order Status
How do I place an order?
To place an order, browse our collection of authentic South Indian products, add your preferred items to the cart, and proceed to checkout. Enter your delivery information, select your payment method, and confirm your purchase.
Is there an order limit?
Yes. To ensure smooth customs clearance under the EU IOSS framework, the maximum order value is €145 excluding shipping costs. Orders exceeding this amount should be split into separate purchases.
Can I cancel my order?
Unfortunately, no. Orders are processed immediately after confirmation to ensure fast delivery. Once an order has been placed, it cannot be cancelled.
Can I add products to an existing order?
No. Once an order is confirmed, modifications cannot be made. If you would like additional items, please place a new order.
How can I track my order?
You will receive an order confirmation email immediately after purchase. Once your package is dispatched, DHL will send a tracking email containing your Air Waybill (AWB) number and shipment tracking link.
Shipping, Customs & VAT
Will I need to pay customs duties or VAT upon delivery?
No. VAT is collected during checkout through our IOSS-compliant system, ensuring a hassle-free delivery experience without unexpected customs charges.
Which countries do you deliver to?
We currently deliver to:
- Germany – 3 to 5 business days
- Austria – 3 to 5 business days
- Czech Republic – 3 to 5 business days
- Slovakia – 4 to 6 business days
How are shipping charges calculated?
Shipping costs are calculated automatically during checkout based on the destination country, package weight, and protective packaging requirements necessary for international delivery.
Payment & Security
Which payment methods do you accept?
We accept major international credit cards, debit cards, Apple Pay, Google Pay, and other supported payment methods through our secure payment partner, Razorpay.
Is payment secure?
Yes. All transactions are processed through encrypted and secure payment systems. Your payment information is never stored on our servers.
What if my payment fails but money was deducted?
Most failed transactions are automatically reversed by the issuing bank within 7 business days. If you require assistance, please contact us at info@masalabro.com.
Returns & Refunds
Do you accept returns?
Due to food safety regulations and the nature of perishable products, international orders cannot be returned.
What if my order arrives damaged?
Please email photographs of the damaged item to info@masalabro.com within 24 hours of delivery. Our team will review the case and arrange an appropriate resolution.
How long do refunds take?
Approved refunds are initiated within 24 hours and are typically reflected on the original payment method within 7 working days.
