Customer Service

How to Contact Us

The best way to reach our customer service team is through the following channels:

1. Live Website Chat (Chatbot & Live Agent):

· Access: Look for the chat icon in the bottom corner of our website. Our AI assistant is available 24/7 to answer your questions.
· Live Agent Hours: Monday – Friday, 9:00 AM – 5:00 PM (WAT – West Africa Time).
· Our chatbot can handle common questions about orders, shipping, and returns. For complex issues, it will seamlessly connect you to a live agent.

2. WhatsApp & Phone:

· Phone/WhatsApp: (+242) 05 357 8845
· Hours: Monday – Friday, 9:00 AM – 5:00 PM (WAT).

3. Email:

· General Inquiries & Support: shop[@]timbuktu-group.africa
· We aim to respond to all emails within 24-48 hours during business days.

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About Our AI Chatbot & Live Chat

To provide you with instant support at any time of day, we have integrated an AI-powered customer service chatbot on our website.

· 24/7 Instant Answers: Our chatbot can provide immediate responses to frequently asked questions about order status, shipping via DHL, our return policy, digital product access, and business hours.
· Smart Handoff: If your query is complex or requires a human touch, the chatbot will automatically collect relevant details and transfer the conversation to one of our live support agents during working hours. This ensures you don’t have to repeat yourself.
· Always Improving: The chatbot learns from interactions to provide better and more accurate answers over time.

Using the chat is simple:

1. Click the chat icon on our website.
2. Type your question (e.g., “Where is my order?” or “What is your return policy for digital items?”).
3. Receive an instant answer or be guided to the right solution.