WELCOME TO OUR NEW WEBSITE

WELCOME TO OUR NEW WEBSITE

FAQ's

1. Gluten Free

Are Spice Zen products gluten free?

Yes. Our entire range including spice blends, teas and first cold pressed oils, is produced and packed in our dedicated gluten free facility in Sydney. Finished products are independently tested and endorsed by Coeliac Australia.

Is your facility completely gluten free?

Yes. We operate an exclusively gluten free facility with no shared equipment or storage. All products are processed and packed in-house, giving us full oversight and control.

How do you ensure your products remain gluten free?

We primarily source whole ingredients and grind or process them in-house. 

  • Any pre-ground ingredients are tested for gluten. 
  • All finished products undergo independent testing and carry Coeliac Australia endorsement

2. Certified Organic

Are your products certified organic?

Yes. We primarily process and pack certified organic herbs, spices, teas and oils. Some Australian native botanicals are wild harvested where formal certification isn’t available, and these are clearly identified.

Are you certified by a third party?

Yes. We are certified organic by Australian Certified Organic (ACO), certification number 13230.

How do you maintain organic standards?

We source from certified organic suppliers, including ACO-certified Australian growers and international suppliers aligned with USDA NOP and EU Organic standards. Our facility is audited annually by ACO.

3. Product Integrity

Do you use fillers, anti-caking agents or additives?

Never. Our products contain no fillers, anti-caking agents, preservatives, artificial colours or flavourings. Most blends contain no added salt or sugar. All ingredients are clearly declared on each product page.

Why do some spices clump?

Natural spices contain essential oils that may cause light clumping. A gentle shake restores texture.

Where are your products produced?

All products are produced and packed in-house in Sydney. We do not outsource production or packing.

Where do you source your ingredients?

We source premium ingredients from trusted growers in Australia and around the world.

Are your products vegan?

Yes, all products except Sticky Chai, which contains certified organic Australian raw honey.

How do you prevent cross contamination?

We operate a dedicated gluten free facility with no shared equipment or storage. Production is 

  • managed in-house under controlled procedures
  • Tree-nut products processed separately with dedicated equipment.

4. Sustainable Packaging

Is your packaging sustainable?

Yes, our packaging is designed with functionality, sustainability and aesthetics in mind. We prioritise recyclable or biodegradable materials where possible while ensuring product freshness.

How are your products packaged?

Each category is packed according to what best preserves its integrity.

  • Spice blends & fine powders: amber glass jars
  • Ayurvedic & native fruit powders: glass jars
  • Whole spices & herbs: biodegradable pouches
  • Cold pressed oils: amber glass bottles

All jars are sealed for freshness and tamper evidence.



Why do you use glass jars?

Glass is inert and non-reactive with aromatic or naturally acidic ingredients. They protect against moisture and light.

Do you use plastic?

We avoid plastic in our primary product packaging wherever possible.

Courier satchels may be used for shipping as they are externally supplied by Australia Post or courier services, outside our direct manufacturing control.

Why does my packaging look different from the website?

Occasional variations occur due to stock availability, but formulations remain unchanged.

How are orders packaged for shipping?

Products are carefully packed using premium honeycomb paper wrap and sleeves to protect glass items during transit. These paper-based materials provide strong cushioning while supporting our sustainability approach.

5. Spice Blends

What makes your spice blends different?

Our blends are crafted to preserve natural aroma and depth of flavour.

  • Whole spices gently roasted
  • Stone-milled in small batches at low RPM (slow speed)
  • Packed fresh into amber glass for just milled aroma

Are your spice blends pastes?

No, they are dry, freshly milled spices.

To make an instant paste: mix equal parts hot water and oil (e.g., 1 tsp blend + 1 tsp hot water + 1 tsp oil). For a richer version, add a spoon of tomato paste or yoghurt.

Do your blends contain nuts?

Most do not. Nut-containing products (e.g., Dukkah) are clearly labelled and produced separately. For dietary sensitivities, please review the full ingredient list on each product page.

Do your spice blends contain onion or garlic?

Many do not. Our entire Indian and Asian collections have no onion or garlic.Please review ingredient lists if managing dietary sensitivities.

Do you offer chilli-free spice blends?

Yes including Chilli Free Curry Powder, Garam Masala, Kitchari Spice Blend, Chinese Five Spice, Za’atar, Herbes de Provence, Vanilla Rose Sweet Masala and our Masala Chai spice blend. For dietary sensitivities, please review the full ingredient list on each product page.

Are any of your spice blends nightshade-free?

Yes. Several blends contain no chilli, paprika or other nightshade ingredients, including Chilli Free Curry Powder, Garam Masala, Kitchari Spice Blend, Chinese Five Spice, Za’atar and Herbes de Provence. Please review ingredient lists if managing dietary sensitivities.

Are your blends very spicy and can I control the heat level?

Most of our blends are aromatic and layered rather than hot. Heat can be adjusted during cooking. Use less for a gentler warmth or add more of spice blend or chilli for more heat.

How long do spice blends last?

Blends carry an 18-month best before from packing. Store in a cool, dry place away from light.

How many meals does one jar make?

As a guide, a small 30-35 g jar makes approximately 10 -15 servings.

6. Teas

Are your teas loose leaf?

Yes, always. 

Are your teas certified organic and gluten free?

All teas are gluten free, most are certified organic, with some wild harvested Australian natives.

Does Masala Chai contain caffeine?

The spice blend itself is caffeine-free. Add black tea if you prefer a traditional version.

What is the difference between Masala Chai and Sticky Chai?
  • Masala Chai: a traditional dry spice blend brewed with tea and milk. 
  • Sticky Chai: a modern café-style blend of black tea, chai spices infused in Australian organic raw honey, giving it a slightly sticky texture and built-in sweetness

Which tea helps with digestion, sleep, immunity or steady energy?

Herbal botanicals such as peppermint, fennel, ginger, chamomile and lemon balm have traditionally been enjoyed for different occasions. Green tea, matcha and black tea provide natural caffeine. Individual product pages provide detailed context.

Are your teas medicinal?

No, they are traditional food products enjoyed for flavour and ritual.

7. First Cold Pressed Oils

What does “first cold pressed” mean?

The oil is mechanically extracted once at low temperature, preserving natural aroma, flavour and nutritional integrity. It is not re-pressed for higher yield, similar in principle to extra virgin olive oil.

How are your oils different from refined oils?

Our oils are first cold pressed in small batches and completely unrefined. They not heat treated, bleached, deodorised or solvent extracted. This minimal process preserves the oil’s authentic flavour and aromatic compounds

Are seed oils unhealthy or highly oxidised?

Concerns typically relate to industrial, solvent-extracted, heavily refined oils. Our oils are:

  • first cold pressed
  • extracted at low temperature
  • not chemically treated
  • naturally rich in aromatic compounds and antioxidants

As with all oils, proper storage and using them within recommended heat ranges helps maintain quality.

How do you manage cross contamination across oils?

We use:

  • dedicated press machines for tree nuts, sesame, peanuts and other seeds
  • strict cleaning protocols between runs

What is the shelf life of your oils?

Best before is 12 months from packing. Refrigeration may help maintain quality after opening

Are your first cold pressed oils suitable for cooking?

Yes, each oil has a different smoke point. Full details are listed on product pages.

Why do you use dark glass bottles?

Dark glass protects the oils from light exposure. Light can accelerate oxidation and affect flavour and stability.

Do you use plastic in oil production?

No.

  • Oils are stored and handled in stainless steel during production.
  • They are packed in glass bottles to preserve quality.
  • We avoid plastic in primary production and packaging wherever possible.

8. Pantry Staples

What is your Rice couscous made from?

100% Rice.

Does your Rice couscous cook like traditional couscous?

Yes, similar texture and preparation but naturally gluten free.

9. Orders & Shipping

How long does order processing take?

Within 2–4 business days (excluding weekends and public holidays)

What are your shipping and delivery options?

We offer flexible options depending on your location, including:

  • Warehouse and market pickup
  • Sydney metro delivery
  • Australia-wide shipping
  • Selected international destinations

Do you offer free shipping?

Yes, free shipping thresholds apply and are displayed at checkout. These may vary by location or promotion.

Free shipping does not apply to orders consisting primarily of low-value and bulky or heavy items. In such cases, our team will contact you prior to dispatch if additional freight charges apply. Please contact us on info@spicezen.com.au if you require any clarification.

Do you offer express shipping?

Express shipping, using Express Post (Australia Post), may be available depending on your location. Express shipping options are available for delivery within Sydney metro and Australia wide during checkout.

Bulky and extra large orders may incur additional charge and will be advised after your order is received. Please contact us on info@spicezen.com.au if you require any clarification.

Express shipping is not available for orders with Free Shipping.

How long does shipping take within Australia?

Timeframes vary by location and carrier and are estimates only. You will receive tracking details once your order has been shipped.

Do you ship internationally?

Yes, to selected destinations. For destinations outside New Zealand, please contact us on info@spicezen.com.au. International customers are responsible for any customs duties, taxes or import charges imposed by their country.

What happens if my parcel is delayed?

If your parcel appears lost or significantly delayed, please contact us as soon as reasonably possible, ideally within 5 days of the expected delivery date, so we can investigate with the carrier.

What is Authority to Leave (ATL)?

If permitted by the carrier, parcels may be left at your address without signature. Once delivered according to carrier procedures, responsibility transfers to you.

What if I entered the wrong address?

Customers are responsible for providing accurate shipping details. Redelivery fees may apply.

Can I change or cancel my order?

If you need to modify or cancel your order, please contact us as soon as possible. We can make changes if the order has not been dispatched but may incur additional rehandling charges. Once an order has been dispatched, we are unable to make changes or cancel the order.

10. Returns & Refunds

What happens if my product is faulty?

Please contact us as soon as reasonably possible, we will assess the issue and provide a remedy in line with Australian Consumer Law. We may request:

  • Order number
  • Brief description
  • Photos of product and packaging

Our goal is always to resolve the issue fairly and efficiently.

What happens if my order arrives damaged?

If your order arrives damaged, please contact us promptly, ideally within 5 days of delivery, so we can investigate with the carrier.

Where damage is confirmed, we’ll provide an appropriate remedy in accordance with Australian Consumer Law.

Do you offer change-of-mind returns?

No, including where you ordered the wrong item or do not like the flavour. This does not affect your rights under the ACL.

Can I return a food product?

For safety and hygiene reasons, we are unable to accept returns on opened food products.

How are refunds processed?

Approved refunds are processed back to the original payment method. Typically allow 10 business days for the transaction to appear, depending on your bank or payment provider.

11. Recipes & Usage

Are your recipes guaranteed to work?

Recipes and preparation suggestions are provided for general guidance and inspiration. Results may vary depending on ingredients, equipment and individual technique.

Do your recipes provide medical or dietary advice?

No. Our recipes and content are for general information only.

How do I check for allergens?

Review ingredient lists carefully before use. If you have allergies or sensitivities, consult your healthcare professional.

12. Privacy & Payments

Is my payment information secure

Yes. All payments are processed securely through Shopify Payments powered by Stripe. Your payment information is encrypted during checkout, and we do not store or have access to full credit card details.

Do you store my credit card details?

No. We do not see, store or retain your credit card information at any time. Payment processing is handled securely by Shopify and Stripe in accordance with industry security standards.

What payment methods do you accept?

We accept major credit and debit cards through Shopify’s secure payment gateway. Additional payment options such as Shop Pay, Apple Pay or Google Pay may be available depending on your device and location.

How do you use my personal information?

We collect and use personal information to process orders, provide customer support, improve our website and, where permitted, send marketing communications. For full details, please refer to our Privacy Policy.

Do you sell personal information?

No.

Are prices inclusive of GST?

Yes. Prices are displayed in Australian Dollars (AUD) and include GST unless otherwise stated.

13. Intellectual Property

Can I use your recipes?

You may use our recipes for personal home cooking only. Reproduction, republication or commercial use including on blogs, websites or social media requires our prior written permission.

Can I use your product images or descriptions?

No. All images, product descriptions, branding and content on our website are protected by copyright. They may not be copied, reproduced, republished or used for commercial purposes without written consent.