Below are answers to some of the most common questions about ordering, shipping, and returns at MATKEI.

Orders

Why Can’t I View My Order?

If you placed your order as a guest without creating an account, your order history will not automatically appear in an account dashboard.

To access your order details, please create an account using the same email address used during checkout.

Your order information will then be linked to your account.

What If I Entered the Wrong Email Address?

If an incorrect email address was entered during checkout, please contact our customer support team with your correct email address and order details.

We will update your information and ensure your order confirmation and tracking details are properly delivered.

Shipping & Delivery

Why Can’t I Track My Package?

Tracking updates may occasionally be delayed depending on the shipping carrier, customs processing, or regional logistics systems.

If your tracking information has not updated for an extended period, please contact our customer support team for assistance.

Is Free Shipping Available?

Free shipping may be available for qualifying orders depending on:

• Your delivery region

• Ongoing promotions or offers

The exact shipping cost and eligibility will always be displayed during checkout before payment.

Which Countries Does MATKEI Ship To?

We ship to selected international destinations, including:

• United States

• United Kingdom

• Japan

• South Korea

• France

• Germany

• Australia

• Singapore

• Thailand

• Taiwan

• Malaysia

• Philippines

• Vietnam

• New Zealand

For the most up-to-date list of supported regions, please refer to our Shipping Policy.

How Long Will It Take to Receive My Order?

Orders are typically processed within 1–3 business days.

Delivery times vary depending on your destination and customs clearance procedures.

For estimated shipping times by region, please visit our Shipping Policy page.

Returns & Exchanges

Can I Return an Item If I’m Not Satisfied?

Yes. Returns are accepted within 7 days of receiving your order, provided that the item is:

• Unused

• In original condition

• Returned with all original tags and packaging

Please note that the following situations are not considered defects:

• Natural variations in leather texture

• Minor color differences due to screen display settings

• Slight measurement differences due to manual production

• Damage caused by improper use

Return shipping costs are the responsibility of the customer, unless the item is confirmed to be defective.

How Do I Start a Return?

To initiate a return, please contact our customer support team and provide:

• Your order number

• The reason for the return

Once your request is approved, we will provide detailed instructions for returning the item.

Do You Offer Return Labels?

We do not provide prepaid return labels.

Customers are responsible for arranging and covering return shipping.

Customs & Payments

Do I Need to Pay Customs Duties?

International shipments may be subject to customs duties or import taxes, depending on your country’s regulations.

These charges are determined by local customs authorities and are the responsibility of the customer.

Do You Offer Cash on Delivery?

No. Cash on delivery (COD) is not available.

All orders must be paid in full at the time of purchase.

About MATKEI

Does MATKEI Have Physical Stores?

MATKEI currently operates exclusively online.

You can shop our collections at: www.matkei.com