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FAQ

1. How much is shipping?

For local orders Kshs250 within Nairobi and Kshs400 outside Nairobi within Kenya.
For international orders pricing varies by tiers.

2. Can I get a refund or make an exchange?

No. All sales are final.
Refund Policy:
We do not accept returns, exchanges or refunds.
Please note, Matwana Matatu Culture reserves the right to refuse all returns.
In the unlikely event that a product arrives not as described, we will only send replacements for
damaged/missing product within 14 days of receipt of package. Customer must include photos of the issue
including the packing slip.

3. When are particular items released?

Generally we do not have a set release date. Please subscribe to receive email alerts.

4. I do not live in the Kenya. Can I order online?

Yes

5. What method is used for shipping?

All Kenya packages are delivered by Speedball Courier and International packages ship via DHL. All
deliveries are also based on Door to Door Delivery Service.

6. I placed my order. When will my package arrive?

The processing time for orders is 3-5 business days. After that, delivery time within the Republic of Kenya is
1 day, and 2-4 business days internationally.
Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your
patience.

7. HOW CAN I GET IN TOUCH WITH YOUR CUSTOMER SERVICE TEAM?

You can email info@matwana.co.ke or call +254 771 190 122 with any questions regarding your
order.

8. I EMAILED YOUR CUSTOMER SERVICE TEAM. WHEN SHOULD I EXPECT A RESPONSE?

We aim to respond to all E-mails within 48 hours. Please note that this timeframe may be extended during
and immediately after launches.

My order was place successfully, but why I didn’t I receive an email confirmation?
During high traffic, there may be a delay in delivery of confirmation emails. If you have not
received an email please refer to your junk folder. If you think you entered an incorrect email,
please contact us on including your order number and full name and we will resend your
confirmation.

9. I AM AN INTERNATIONAL CUSTOMER (OUTSIDE KENYA) DO I HAVE TO PAY
CUSTOMS AND TAXES?

All packages are shipped via DHL. Items shipped outside of the Kenya may be subject to import duties, taxes
and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed
by Matwana Matatu Culture.
We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences,
transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays
once the package has exited the Republic of Kenya.
Please check with your country’s customs office to determine what these additional costs will be prior to
placing your order.

10. CAN I CHANGE MY ORDER ONCE I'VE PLACED IT?

No, once you place an order it is final.

11. HOW CAN I TRACK MY ORDER?

For Orders within Kenya

Track Courier


For International Orders
http://www.dhl.com/en/express/tracking.html

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