FAQ

General Information:

 

Q. Is this a German Company?

A.  Yes, Spice Master is German Company in München . Check Contact information for further information.

Q.  Are the pries on the website end prices or will there be additional taxes?

A.  All our prices are inclusive of VAT. The amount displayed at the time of payment is the end price.  Shipping costs will be extra ( As mentioned in the shipping Methods).

ORDER AS PER DESCRIPTION OF PRODUCT ONLY AND NOT SEEING THE PICTURE !! If you are ordering looking at the pics. it is quite possible that you do not get product you are looking for as some pictures are only for reference purpose only and do not clarify product. Kindly order looking on the description of the product.

 

Data Security :

 

Q.  Is my personal information Safe?

A.  Yes, at Spice Master, all customer data is kept secure and confidential as assured by the German Web Hosting Company for this website ``Strato AG´´.  The customer's credit card details are not visible to us, All the credit card transactions are handled by a secure gateway company, Money bookers.  Neither are passwords and other private informations.

Payment Methods :

 

1. PAYPAL
 

PAYPAL offers a secure channel for online payment transactions. You can pay directly without revealing your account details.

 

2. Bank transfer 
A bank transfer can take up to 2-3 days to be completed. We normally dispatch an order only after we receive the payment. So to ensure the earliest dispatch of your order, you can send us a copy of the confirmation of payment.

3. Direct eBanking (only possible with online banking)
sofortüberweisung or sofortbanking is the direct payment method of Payment Network AG. It allows you to directly and automatically trigger a credit transfer during online purchases with your online banking information. sofortbanking has TÜV certified data privacy and requires secure online banking authentication (PIN / TAN). Kindly note that it takes minimum 24 hours to get the payment in our account. So kindly consider that your payment will be received in next 24 hours minimum depending upon your bank.

 

4. Cash on Delivery

 

This option of the payment is restricted for Munich based customers only & can be activated on request by Customer.

 

  

Shipment Information :

** EXPRESS DELIVERY IS ONLY APPLICABLE FOR MUNICH BASED CUSTOMERS AND THIS WILL BE CONFIRMED BY SEPARATE E MAIL FROM OUR SIDE CONFIRMING

DELIVERY DATE AND TIME- ORDERS DONE TILL 1200 HRS; WILL BE DELIVERED ON SAME DAY WITH A PRIOR CONFIRMATION FROM OUR SIDE, CHARGES ARE € 9,90´´

Delivery Problems :

 

If you experience any problems with a delivery, please contact us using the contact details that we publish on our website. If our delivery service provider is unable to deliver your products, and such failure is due to below mentioned reasons, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery even where the initial delivery was free of Delivery charges. 

 

An indicative list of the situations where a failure to deliver will be at your account is Mentioned below:

 

• You provided wrong address for delivery-
• There is a mistake in the address for delivery that was provided-
• The address for delivery is not reasonably accessible / Not Marked with Proper Name
• The address for delivery cannot safely be accessed
• If in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available  to accept delivery.
•  If in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

 

Delivery to Packet Shop :

 

If your order is delivered at a packet shop you are requested to pick up the parcel by taking a valid form of ID with your current address (same as delivery address)

within 2 working days. If you fail to pick up your order it will be returned to us and the following amount will be deducted from your refund.

 

1. Who will deliver my order?
We use the services of UPS to deliver customer orders Germany Wide and for Munich based customers( Grünwald, Oberhaching Freising or Kreis München orders will be delivered using UPS service ), we deliver Personally  till 2200 Hrs on working days or with prior appointment with customer on a given time on Saturdays. Day of Order will not be counted as first Day in case of Normal deliveries..

2. What is the cost of shipment?
There is a standard charge of € 5,90 Delivery anywhere within Germany. This is independent of the weight and value of the order.

3. Where can you deliver the products?
Anywhere within Germany Only.

4. When can I expect to receive my package after order placement?
We dispatch the order immediately after receipt of payment or a confirmation of payment. UPS then takes 3 working days to deliver. For Munich based customer we deliver personally on working days or after prior confirmation from customer.( delivery only upto 10 PM for personally delivered orders within 3 working days ).Day of Order will not be counted as first Day in case of Normal deliveries..

5. Is it possible to arrange a time and date for delivery?
No, this is not possible. UPS makes 3 attempts to deliver, if the recipient is unavailable, 5,90€ will be additionally charged (per box) for resending the package. Price of frozen products  / Vegetables (if ordered) that are damaged in this process will not be returned. 

It is also possible to leave a note for UPS asking them to leave the package with a neighbour.

6. What should I do if I don't receive my package?
You can ask us using e mail ( Tel. Number coming soon ) to check the status of your order. You also get a tracking number from UPS that will give you the status of your package.

7. Is it possible to track my order during delivery?
Yes. you can ask us for UPS tracking number and we will email you tracking number. You can then track the package on their websites.

8. Packaging
If an order weighs more than 30kgs, it is sent in 2 or more boxes by us. The boxes are dispatched at the same time, but it is possible that UPS deliver each on different days. We don't charge customers multiple times.

9. What is the pick-up option?

Yes, Self pickup is possible in Munich from our partner Shop Main Bazar, Augustenstr 8, 80333, München. .You will get a mail confirmation from us once your order is ready for pickup at our partner shop.

Tel : 08970076838- Kindly call before collecting your order providing order number and name.

How To Order ?

 

1. Registering and creating an account – The first-time user of our services is required to register on our website, creating a username and password. Your account gets activated only after you confirm by clicking a link sent by the system.

2. Shopping Basket – Here you can add items to your shopping basket and edit quantities and items if required. The next step is confirmation of mode of payment and delivery. There is a ‘ Comments' box available if you would like to leave us a note.

3. Address – You then need to confirm the billing address and proceed to payment. You can select a delivery method.

4. Payment - You can select one of the 4 payment methods, namely: Bank Transfer,  Paypal, Direct eBanking (sofortüberweisung) & Cash on Delivery.

5. Order – Once payment type has been selected and payment made, you just need to confirm and order. You will receive a confirmation email from us, letting you know that we have received your order

 

Missing Products :

Two situations can arise:

1. If several products are missing, it is possible that your order was packed in 2 or more boxes and you have not yet received all of them. UPS will deliver the other one sepa  rately on the 

    same day or the next day. You can call or write to us and check.

2. If only one or two items are missing, then please contact us and we will try to offer you the best solution.

3. Kindly inform the missing product within 7 days after receiving your order. After that time period no refund will be Possible.

 

Damages / Complaints :

We believe in customer satisfaction and try to find the best solution, giving personal attention to every case.

1. How do you compensate when a product is damaged?
When the external box is intact and an inside item is spoiled or damaged, then we will replace the product (free of charge) or return the cost of the product.

2. What do I do if the external package is damaged?
You can call UPS and lodge a complaint. Also, please do inform us.

3. How do I return an article?
The cost of shipment for a returned article will be borne by the customer. You can send us the article and we will return the money for the product after we receive your package- if within 14 days after receiveing your order.

4. How do I go about returning or exchanging a product?
You have to inform Spicemaster within 3 days of receiving delivery and then return the article within the next 1 weeks. The customer bears the cost of shipment in case of returned articles. In case of exchange of damaged products, we replace the articles without any additional shipping charges. NO RETURN OR EXCHANGE AFTER14 DAYS OF DELIVERY !!

5. You can email us at Spicemaster89@googlemail.com for any other clarifications or complaints.