Frequently asked questions

No. There is no account, no password and no portal to log into. You message us, we issue your Indian address, and everything after that happens over WhatsApp or email. We keep the record of what we are holding for you and send it whenever you ask.

We send you the figure once your parcel is packed, weighed and measured, and you pay before it is dispatched. For assisted purchases you pay the item cost and our fee before we buy. We do not hold a wallet or a balance, each shipment is settled on its own.

Our prices are quoted in Indian rupees and that is what the invoice is in. Most customers pay by international transfer or by a method we agree when we send the quote. Tell us where you are paying from and we will give you the most sensible option rather than the most expensive one.

Yes. The figure we give you already includes GST, so there is no tax added afterwards on our side. Duty and taxes charged by your own destination country are separate and are payable by you on arrival.

We message you when something lands, usually the same day, with the photographs taken during inspection. If you would rather not hear about every individual parcel, tell us and we will only get in touch when you ask for a summary.

Yes, at any time. Message us and we send an itemised list with the arrival photographs and the dates. Most people check this before confirming a shipment so they know nothing is still in transit from a seller.

We send you the carrier tracking number as soon as the parcel is dispatched. You track it directly on the DHL, UPS or FedEx website, which is more accurate and more current than anything we could mirror. If tracking stops updating, tell us and we will chase the carrier.

Usually it means the parcel is in customs, which is normal and resolves itself. If it has genuinely stalled we contact the carrier on your behalf, because a forwarder raising it generally gets a faster answer than an individual receiver does. Tell us rather than waiting it out.

Sometimes, and it is never guaranteed. Carriers will occasionally redirect a parcel in transit, often for a fee, and will sometimes refuse. Tell us immediately if the address was wrong, because the chances fall sharply once the parcel reaches the destination country.

The carrier follows its normal process for your country, which usually means a delivery attempt card, a redelivery or a collection point. That part is between you and the carrier. The tracking number is what you need for all of it.

No. Carriers do not deliver express shipments to PO boxes or to postal code only addresses, so we need a street address with somebody who can receive it. This catches people out in countries where a PO box is a normal way to receive post.

Yes. Plenty of customers ship directly to a relative, a friend or an event venue. Give us the recipient name, full street address and a contact number for them, because the carrier will need to reach them if there is a delivery problem.

Tell us at the start rather than at the end. We will tell you honestly whether the date is achievable on the route, and if it is tight we will say so rather than taking the booking and hoping. Weddings and festivals are the usual reason and we would rather plan properly than apologise later.

The warehouse stays open, but Indian domestic couriers slow down significantly around major festivals, and carriers reduce flights. Inbound parcels from sellers take longer to reach us at those times. If you have a deadline near Diwali, build in extra days.

Only the additional chargeable weight it adds, which is usually far less than you expect because the minimum charge has already been paid. This is precisely why consolidating works, and why it is worth asking us before deciding something is not worth including.

Yes. Tell us which items go where and we will pack and ship them as two separate parcels. They will be priced as two shipments, because they are, but you only pay for what each one actually weighs.

Tell us as soon as you open it, photograph the damage and keep the packaging. Claims are time limited and need to be raised in writing promptly, so the sooner we hear the better. Because we photograph everything before packing, we can usually demonstrate the item left us in good condition.

Message us with photographs of the box as it arrived and of the contents. We compare it against the inspection photographs and the packing list from before dispatch, which is normally enough to establish what happened and where.

Carrier liability is limited and applies automatically, but it is capped and is not the same thing as insurance. For anything genuinely valuable, ask us about declared value protection before the parcel ships. It is far cheaper to arrange beforehand than to wish you had afterwards.

Yes, as long as it has not been handed to the carrier. Once a parcel has an air waybill and has left our warehouse it cannot be recalled, and a return would be charged as a new shipment. Tell us quickly if something has changed.

The carrier attempts delivery, then holds it, then eventually returns it. Return shipping and any duty already charged are payable by the shipper, which is why an accurate address and a reachable phone number for the recipient matter more than people assume.

Yes, though they are quoted individually rather than from the standard table. Commercial consignments need different documentation and often different packing. Send us the details including the value and the nature of the goods and we will come back with a figure.

Yes, and it is a common request. We coordinate with the tailor, collect the finished garment, inspect it and include it in your consolidation. The charge is 299 rupees plus 4 percent of the tailoring cost, on top of what the tailor charges.

Yes. Family, a shop or a tailor can hand a parcel in at Macha Bollaram in person. Ask them to include your reference, and tell us to expect it, so it gets matched to your account without delay.

Not for the first thirty days, counted from when your earliest held parcel arrived. After that it is 100 rupees a day for the whole consolidation rather than per parcel. We message you well before you reach day thirty so a charge never comes as a surprise.

English, Hindi and Telugu. Most of our correspondence is in English because that is what our customers abroad prefer, but if you would rather deal with us in Hindi or Telugu, just start that way.

Tell us directly on WhatsApp or by email and we will deal with it rather than routing you through a ticket system. We are a small operation and problems reach somebody who can actually fix them. If we have got something wrong we would rather hear it from you than read it in a review.

No. We operate our own warehouse in Macha Bollaram, Secunderabad, and the people answering your messages are the people handling your parcels. If you have used another Indian forwarder, your address, reference and history with them do not carry over to us.