At Akulamatata, the complete satisfaction of our customers is our top priority. Check out some of our frequently asked questions below to get the information you’re looking for. Contact us with any other thoughts or questions.

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1.⁠ ⁠Orders

Q: How do I place an order?
A: Select your desired items, add them to the cart, fill in the shipping details, and complete the payment.

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Q: How can I check my order status?
A: Log in to your account and go to the "My Orders" page to check your order progress.

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Q: Can I cancel or modify my order?
A: If the order has not been shipped, you can contact customer service to cancel or modify it. Once the order is shipped, changes cannot be made.

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2.⁠ ⁠Payment & Invoice

Q: What payment methods are supported?
A: We support credit cards, debit cards, PayPal, and other local payment methods.

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Q: Is payment secure?
A: Yes, we use encryption technology to protect your payment information and ensure transaction security.

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Q: Do you provide invoices?
A: After the order is completed, you can download an electronic invoice from the "My Orders" page or contact customer service to request one.

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3.⁠ ⁠Shipping & Logistics

Q: How long does it take to ship an order?
A: Orders are usually shipped within 1-3 business days, depending on stock availability.

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Q: How can I track my shipment?
A: Once the order is shipped, you will receive a tracking number, which you can use on the "Order Tracking" page.

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Q: Do you offer international shipping?
A: Yes, we provide worldwide shipping. Shipping costs and delivery times vary by destination.

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Q: What is the incoterms for international shipping?

A: For all products shipped outside the European Union and Dutch overseas departments and territories, the price will be calculated excluding taxes automatically on the invoice. Customs duties or other local taxes or import duties or state taxes may be payable.

These duties and sums are not the responsibility of KH BROS BV. They will be borne by the customer.

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4.⁠ ⁠Returns & Exchanges

Q: How do I request a return or exchange?
A: Contact customer service within 7 days of receiving the item, ensuring it is unused and in its original packaging.

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Q: Who covers the return shipping cost?
A: If the return is due to quality issues or incorrect items, we cover the shipping cost. For personal reasons, the buyer is responsible for the return shipping fee.

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Q: How long does a refund take?
A: Refunds will be processed within 5 business days after receiving the returned item and confirming its eligibility. The actual refund time depends on the payment method.

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5.⁠ ⁠Customer Service

Q: How can I contact customer service?
A: You can reach us via online chat, email, or phone. We will respond promptly during business hours.

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Q: What are your business hours?
A: Our customer service team is available Monday to Friday, 09:00 - 18:00 (GMT+8).

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6. Shipping Tracking FAQ (Non-EU Orders)

Q: Why hasn’t my tracking updated?

A: Tracking information is updated by the carrier’s system. When the parcel is in transit between countries or undergoing customs processing, updates may temporarily pause. This is normal and does not mean the parcel is lost.

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Q: My tracking hasn’t changed for several days. Is this normal?

A: Yes, this is common for international shipments. There may be no updates while the parcel is:

- In air transit
- Waiting for customs clearance
- Being transferred between logistics hubs

- Updates will resume once the parcel is scanned again.

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Q: Why doesn’t it show “Arrived in destination country” yet?

A: The tracking will only update to “Arrived in destination country” after the parcel has been officially scanned in your country. Before that, it may still be in transit even if no updates are shown.

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Q: Can you manually update the tracking information?

A: No, tracking information is automatically updated by the carrier system and cannot be manually changed.

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Q: What should I do if there are no updates for a long time?

A: If there has been no update for an extended period, please contact us. We will assist in checking with the carrier and provide further information.

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Q: Why is international shipping slower?

A: For shipments outside the EU, parcels go through:

- International transit
- Customs clearance
- Local carrier processing

These steps may cause delays compared to domestic/EU shipments.

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Q: When will my parcel arrive?

A: Estimated delivery time may vary depending on:

- Destination country
- Customs processing time
- Local courier handling

We appreciate your patience during this process.

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Q: Can I speed up the delivery?

A: Once the parcel has been shipped, the process is handled by the carrier and cannot be expedited.​​

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If you have any other questions, feel free to CONTACT US !