FAQ
Frequently Asked Questions (FAQ)
Welcome to our FAQ page! Here you'll find answers to common questions. If you can't find what you're looking for, please don't hesitate to contact us at info@matjarnokhba.com with your Order Number and Order Email so we can assist you!
Ordering & Payments
Q: How do I apply a discount code?
To apply your discount code during checkout using PayPal or credit/debit card, follow these steps:
Select the product you wish to purchase and click "Add to Cart."
In your cart, click "PAY WITH DEBIT/CREDIT CARD" to proceed to checkout.
On mobile: Tap "Show order summary," then enter your discount code.
On desktop: Enter your discount code in the field on the right side of the page.
After applying the code, continue with your payment using PayPal or your credit card details.
Q: What payment methods do you accept?
We accept a wide range of secure payment options:
PayPal
Visa, MasterCard, American Express, Diner’s Club
Most major debit/credit cards
Apple Pay & Google Pay
Shipping & Delivery
Q: Do you offer international shipping?
Yes, we ship worldwide! We have multiple fulfillment centers around the globe to ensure the fastest delivery, shipping your order from the nearest available warehouse based on your location.
Q: How long does shipping take?
Estimated delivery time is 10–20 business days after your order has been processed and shipped.
Q: How can I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number you can use to track your shipment.
Q: Why isn’t my tracking information updating?
Please allow 24-48 hours after receiving your shipping confirmation for the tracking system to update. It’s normal for tracking not to update for several days while the package moves between carrier hubs.
Q: I only received part of my order. Why?
If your order contains multiple items, they may be shipped in separate packages from different warehouses to get to you faster. Each package will have its own tracking number sent to your email.
Order Modifications & Cancellations
Q: Can I change my shipping address, name, or phone number?
These requests are very time-sensitive. Please contact us immediately at info@matjarnokhba.com with the subject line "Urgent: Address Change."
Include in your email:
Your Order Number (e.g., 059SHOP-112938)
Your Order Email
The complete and correct new shipping information
We will try to update your order if it has not yet been processed. If the order has already shipped, changes cannot be made, and we recommend contacting the courier directly.
Q: Can I change the items in my order (e.g., size, color, quantity)?
This is also very time-sensitive. Please email us immediately at info@matjarnokhba.com with the subject line "Urgent: Order Change."
Include in your email:
Your Order Number
Your Order Email
The specific change you want to make
We can only accommodate changes if your order has not reached the fulfillment stage, which is usually a very short window.
Q: Can I cancel my order?
If your order has not yet shipped, we can process a cancellation; a small handling fee may apply. Once shipped, cancellation is not possible.
Post-Delivery Issues
Q: My order arrived damaged. What should I do?
We sincerely apologize. Please email us at info@matjarnokhba.com with:
Your Order Number and Order Email
Photos or a video showing the damage
A photo of the shipping label on the package
Q: What if I believe my item has a quality issue or defect?
We take product quality seriously and are sorry your item didn’t meet expectations. Please email info@matjarnokhba.com with:
Your Order Number and Order Email
A clear description of the issue
Photos or a video showing the defect
Q: I received the wrong item or am missing an item. What should I do?
We apologize for the mistake. Please email info@matjarnokhba.com with:
Your Order Number and Order Email
Photos or a video of the incorrect item received or a list of missing items
Account & Communication
Q: I didn’t receive an order confirmation email. What should I do?
First, check your spam or junk folder. If it’s not there, contact us at info@matjarnokhba.com with the email address you used during checkout, and we’ll help find your order and resend confirmation.
Q: I haven’t received my tracking number yet. What should I do?
Tracking numbers are usually sent 1–2 business days after order processing. If it’s been longer, check your spam folder, then contact us for an update.