Ordering & Status
* How do I place my order?
To place an order with Masalabro, simply browse our curated catalog of authentic South Indian masalas and regional specialties. Select your desired items, choose the quantity, and click Add to Cart. When you are ready, proceed to checkout, enter your delivery address in Germany, Austria, Poland, the Czech Republic, or Slovakia, choose your preferred payment method via our secure Razorpay gateway, and confirm your purchase.
* Is there a limit on how much I can order?
Yes. To guarantee a frictionless, zero-customs-fee delivery experience under European law, our website is configured to accept a maximum cart value of €150 (excluding shipping costs) per order. This ensures your package qualifies for our IOSS fast-track customs clearance. If you wish to purchase more than €150 worth of products, simply split your items into multiple separate orders!
* Can I add more products to an order I already confirmed?
Our commitment to fast international delivery means we begin gathering your items and generating your DHL Airwaybill immediately after you complete checkout. Consequently, we cannot modify or add items to an order once it is confirmed. If you realize you forgot to add a favorite masala or snack, please simply place a new, separate order, and we will ensure it gets dispatched to you swiftly!
* Will I receive an order confirmation and how do I track my shipment?
Yes! The moment your purchase is complete, we will instantly send you an email with your full order details. Then, as soon as your package is securely sealed and dispatched, you will receive a shipment notification email directly from DHL Express containing your Waybill Number (AWB).
You can track your shipment’s journey in real-time by clicking the link provided in that DHL email. DHL will provide you with an estimated delivery date and time. For ultimate convenience, you can use DHL’s On Demand Delivery portal to fully manage your delivery preferences. You can easily authorize a signature-free drop-off, or route your package to a local DHL Service Point or Packstation for pickup. DHL will notify you the moment your box is ready for collection. For any other assistance, our team is always ready to help at info@masalabro.com.
Shipping, Customs & VAT (Europe Delivery)
* Will I have to pay surprise customs duties or VAT when my box arrives?
Absolutely not. We believe in a completely frictionless delivery experience. Masalabro operates a fully compliant IOSS (Import One-Stop Shop) model for our European customers. Because we strictly cap our orders at the €150 EU regulatory threshold, the mandatory European VAT is automatically calculated and securely collected during your checkout on our website. This means your package will clear EU customs smoothly and instantly—without any hidden disbursement fees, carrier handling charges, or surprise tax bills at your doorstep.
* Which countries do you deliver to and what is the timeframe?
We specialize in delivering premium South Indian goods directly to your doorstep across Central Europe and the DACH region:
– Germany: 3 to 5 business days
– Austria: 3 to 5 business days
– Czech Republic: 3 to 5 business days
– Poland: 3 to 5 business days
– Slovakia: 4 to 6 business days
* Do you apply shipping charges? How are they calculated?
Yes, international express shipping charges apply. To guarantee you get the fairest possible rate, our website uses a dynamic shipping calculator that automatically evaluates the exact shipping price at checkout based on your specific cart. Please keep in mind that international couriers calculate fees based on overall gross weight. Therefore, your shipping quote reflects the total weight of your selected products plus the necessary shock-absorption layers and heavy-duty corrugated cartons required to keep your food perfectly safe during its flight.
Sourcing, Quality & Compliance
* Do you manufacture these food items yourself?
Masalabro is a premium export brand owned by Mimemuse Exports Private Limited. Rather than manufacturing, we operate a direct-sourcing model. We partner exclusively with verified, elite culinary suppliers across Tamil Nadu to bring you the most authentic regional flavors available.
* What is the shelf life of the products I receive?
Because we utilize a rapid direct-sourcing model instead of letting products sit in long-term warehouses, you receive items with maximum remaining shelf life. We guarantee that all dispatched products have clearly printed Best Before dates that easily accommodate the international transit time and your pantry storage needs.
* Are your products legally compliant with EU import frameworks?
Yes. Mimemuse Exports Private Limited holds all mandatory export licenses and official FSSAI certifications to safely export food items from India. We thoughtfully curate our entire catalog to provide authentic flavors while navigating complex international shipping restrictions. For instance, our selection deliberately excludes high-risk dairy items (such as fresh ghee or certain milk sweets) to ensure your package enjoys a smooth, delay-free clearance into the EU.
* How are the products packaged for long-distance transport?
We pack your items to survive the journey intact. All food items are placed in secondary air-tight poly-seals to lock in freshness and prevent humidity intrusion. They are then nestled in premium shock-absorbing materials inside heavy-duty, double-walled cardboard boxes, ensuring they withstand standard temperature variations and handling during international transport.
Payment & Security
* What payment methods do you accept for international orders?
We partner with Razorpay as our primary payment gateway, allowing us to seamlessly and securely accept all major international credit cards (Visa, Mastercard, American Express), standard debit cards, and popular digital wallets (such as Apple Pay and Google Pay).
* Is it safe to enter my card details on your website?
Completely safe. All digital transactions on Masalabro are processed over highly secure, fully encrypted payment layers provided by Razorpay. Your sensitive financial information is encrypted end-to-end and is never stored on our local servers.
* What should I do if my payment fails but money was deducted?
If a transaction times out or fails, please check your bank statement. Failed transactions are universally rolled back by the issuing bank within 7 business days. For immediate peace of mind, simply email us at info@masalabro.com with your transaction timestamp, and we will happily verify the backend status for you.
Cancellations, Returns & Refunds
* Can I cancel my order before it ships?
Yes. If you change your mind shortly after placing an order, please email us immediately at info@masalabro.com. If your package has not yet been processed and handed over to DHL in India, we will happily cancel your order and issue a full refund to your original payment method.
* What is your return policy after the order arrives?
As a consumer in the EU, you are protected by a statutory 14-day Right of Withdrawal. If you wish to exercise this right after receiving your goods, please be aware of the following conditions under international and EU law:
- Return Shipping Costs: You (the buyer) are responsible for arranging and paying the direct cost of return shipping via an international courier back to our headquarters in Tamil Nadu, India.
- Exceptions for Food Safety: Under Article 16 of the EU Consumer Rights Directive, the right of return is strictly voided for perishable goods, or any sealed goods where the hygienic seal has been opened after delivery. For health, safety, and cross-border agricultural reasons, we cannot accept returns of any opened masalas, spices, or food items.
* What happens if an item I ordered is out of stock?
We meticulously curate our catalog and work closely with our elite suppliers to avoid inventory issues. However, if a specific item in your order becomes temporarily unavailable due to sudden seasonal market shortages, we will not delay your entire shipment. To ensure you receive your authentic flavors without interruption, our experts may replace the missing product with a premium, equivalent item of equal or greater value. Alternatively, we will immediately dispatch the rest of your order and issue a swift, full refund for the unavailable product’s value.
* What are your terms for issuing a refund for damaged goods?
In the rare event that an item is severely damaged during flight transport, please email clear photographic evidence to info@masalabro.com within 24 hours of receiving your package, and we will swiftly issue a direct refund or credit for the affected item.
* How long does a refund take to process?
We act fast, initiating all approved refunds internally within 24 hours. While occasionally it may take slightly longer, the final processing cycle depends entirely on international banking networks. You can generally expect the funds to reflect on your original payment card within 7 working days.
Miscellaneous
* How can I leave a product review for the items I bought?
We love hearing from our community! Every product page on Masalabro features a public review section. We highly encourage you to rate the freshness, taste, and packaging quality of your items to help other European customers discover the best flavors.
