s

FAQ

This is where you'll find answers to some regularly asked questions (which are always being added to).

Of course if you still have a question feel free to get in touch and I'll be more than happy to help.

Are gifts cards available?

Gift cards are available both online and at the mattt SHOP and can be used as full or partial payment.

They can be personalised and emailed (so you can print them or forward them to the lucky recipient).

Gift cards don't expire and will stay as a credit in the recipients account; the details are also kept on file so if misplaced they can be easily retrieved.

Currently, gift cards are available in set amounts, but if you would like one for a specific amount or a particular product that is also possible (just contact me to add this to the website for you).

View the gift cards →

How do the colour shoulder straps work?

For the past couple of years, all the larger shoulderbags (the Short Shoulderbag and bigger) have come standard with shoulder straps that can be clipped on and off.

This means the strap can be easily replaced if it gets damaged (not that this happens very often) or removed if they need to be cleaned.

Having a removable shoulder strap also makes it easy to change the standard black strap for something more colourful, or, as it's not attached permanently, you can purchase a range of straps and mix-and-match to match your mood or outfit.

The strap colour can be selected when ordering your bag, and extra straps can be ordered from the accessories section of the website or by dropping into the mattt SHOP.

NB. The selection of straps presented with each bag on the website is restricted to combinations I think work best with the fabric. If you'd like an option that isn't shown, you can add a note to your order and I'll swap it over.

How can my bag be customised?

As my bags can all be made to order, your new bag can be easily customised.

While many of these custom options involve adding extra features or functionality (such as grab handles or key loops), a number are also based upon the way you prefer to wear your bag (left or right side of the body etc).

Previously these options were all only available when visiting a market or the matt SHOP, though with this updated website it is possible to visually represent this online.

There are also a number of bags that are already sewn (which are shown by a  READY  ) tag. These products don't have quite as many custom options, however the larger bags can have their straps changed (as these readily clip on and off) and can also be delivered straight away (great if you're in a hurry etc).

If you've any questions or suggestions about customising your bag please get in touch.

What if I need a bag in a hurry?

Sometimes a special occasion - a birthday, anniversary or overseas trip for instance - seems to arrive a lot sooner than expected and even the Express Post option isn't express enough.

In these situations, I'll do everything I can to accommodate your request and do the seemingly impossible (same day orders or having a bag delivered interstate the next day, as I've done in the past).

If you are concerned your order won't arrive in time or are hoping to organise a super quick turn-around, I'd suggest calling the mattt SHOP on 0411 040 214 to discuss the options and what might be possible. 

Another option is to look at the ALREADY SEWN bags; these are bags that are in stock (so only some customisation is possible) though they all have FREE SAMEDAY EXPRESS POST - view here →

How does 'sameday' delivery work?

Sameday delivery is available on all bags that are already sewn - indicated by a   READY   tag on the product page - and are ordered with enough time for me to run them down to the post office (so say about 3pm, Melbourne time).

Selecting Express Post means your order will arrive the next day in most parts of Australia, excluding regional Queensland, WA and NT, while Regular Post (which is free) might take an extra day or two.

If you're located in Melbourne and can drop into the mattt SHOP, your bag can be wrapped and put aside for you to collect the same day, as necessary.

How do I clean my bag?

I suggest cleaning your bag the same way as you would a woollen garment; mild detergent and either a gentle cycle in a front loader or a hand wash (without scrubbing the printed panel too much).

If the printed fabric on your bag is a screenprinted design (which generally have a more textured and natural coloured basecloth, such as the Wrens design) you may need to be a little gentler (as the printed design can sometimes be damaged with excess scrubbing etc).

If you have a bag with a digitally printed panel (like the Birch Forest design) which has colour over the entire fabric and a smoother feel to the fabric, you can be a little more vigorous with your cleaning as this is a synthetic fabric and, as such, is more durable.

If you're unsure how to go about cleaning your bag, just get in contact and I should be able to provide some pointers.

ORDERING A BAGtop
Can I return or exchange an order?

Return

We are happy to accept items for return or exchange within thirty days of receiving your order providing

  • your bag is unused
  • the invoice (or copy) is provided
  • you’ve contacted us beforehand to arrange the return

We can’t offer refunds when you’ve changed your mind about your order, however we are more than happy to issue you with a gift voucher to the value of your return which is valid for one year.

If you received an incorrect or defective bag please contact us to arrange a replacement.

Exchange

If you would like to exchange a product please contact us to discuss the most convenient way to arrange your exchange.

We will issue a gift voucher for any difference between the products which will be valid for one year.

Please note that it will take about four days once received to process returns or exchanges

How do I know what fits in each bag?

This is often the trickiest part of choosing a bag online, as the differences between the various styles can be quite subtle.

I suggest starting on the Compare page, designed as a broad overview of the entire range, which should help you narrow it down to one or two styles that will meet your requirements.

From here, each specific product page shows dimensions and the types of objects you can expect to fit and give you a good sense of the scale and proportions of each bag.

If you'd like something a little more tangible, I've also recently developed an A1 poster that shows each style at a 1:1 scale so you can place anything you'd like to carry directly on the poster to get a much clearer idea of the scale of my products.

This poster can be downloaded (and easily printed as a plan print at your local Officeworks for about $2), or I can post one to you by request at no charge. 

What payment options are available?

I offer several methods of payment for online orders.

 

Credit card (directly through website)

Mattt currently accepts Mastercard, Visa and American Express through a secure, hosted payment gateway provided by Stripe & Shopify.

This is the method the majority of my customers prefer to use and as we get immediate notification of the payment being successful this method is usually best if you'd like your order to be posted in a particular hurry.

 

 

Afterpay has just been added as a payment option and is great if you'd like to spread the payment for your new bag over four fortnightly payments.

All this requires is an Afterpay account (which is super simple to set up) and can also be used on other websites offering this payment method.

Setup your Afterpay account →


Credit card (by telephone)

I'm also more than happy to process credit card payments over the telephone during my business hours (11am to 6pm weekdays).

 

Paypal (credit card or Paypal balance)

My second most popular method of payment, customers often feel this is preferable if a transaction is being placed from an overseas location. 


Direct deposit (by online banking)

This method is best suited to local transactions (BSB and account number are provided) and can often take a number of days for the payment to be listed in account. This can occasionally mean that an order won't be posted as quickly as it may have been otherwise.

 

mattt SHOPtop
When is the mattt SHOP open?

The mattt SHOP is open whenever I'm there making bags : )

Generally this is Tuesday to Friday from 10am to 6pm (with lunch between two and three).

It is also open every second Saturday from 11am to 5pm and by on Monday by appointment (as I'm usually in and out a bit).

If you're visiting Melbourne and would like to ensure that the SHOP will be open, you're more than welcome to call ahead so I know to expect you (and don't pop out for a coffee just before you arrive).

View contact hours here →

REPAIR & CAREtop
What is all this about a lifetime guarantee?

I'm very proud of the quality of the bags I produce and want my customers to enjoy using their bag 
as much as I enjoyed creating it.

General wear and tear experienced during the use of the bag is generally not covered.

In most cases, I will be able to help you out with any repairs necessary.

Can I organise to have my bag repaired?

It is totally possible to arrange to have your bag repaired ☺

Some of these repairs are covered by the Lifetime Guarantee (and so free) while other repairs thatare necessary due to wear and tear rather than faulty sewing (such as fabric panels wearing out after many years of daily use) will incur a small fee.

You can view further details and options and costs on the Repair & Care page →

Alternativly you can drop into the mattt SHOP with the bag (opening hours can be found on my website at www.mattt.com.au/calendar).

How do I clean my bag?

I suggest cleaning your bag the same way as you would a woollen garment; mild detergent and either a gentle cycle in a front loader or a hand wash (without scrubbing the printed panel too much).

If the printed fabric on your bag is a screenprinted design (which generally have a more textured and natural coloured basecloth, such as the Wrens design) you may need to be a little gentler (as the printed design can sometimes be damaged with excess scrubbing etc).

If you have a bag with a digitally printed panel (like the Birch Forest design) which has colour over the entire fabric and a smoother feel to the fabric, you can be a little more vigorous with your cleaning as this is a synthetic fabric and, as such, is more durable.

If you're unsure how to go about cleaning your bag, just get in contact and I should be able to provide some pointers.

SUSTAINABILITYtop
What is all this about a lifetime guarantee?

I'm very proud of the quality of the bags I produce and want my customers to enjoy using their bag 
as much as I enjoyed creating it.

General wear and tear experienced during the use of the bag is generally not covered.

In most cases, I will be able to help you out with any repairs necessary.

GIVING A GIFTtop
Are gifts cards available?

Gift cards are available both online and at the mattt SHOP and can be used as full or partial payment.

They can be personalised and emailed (so you can print them or forward them to the lucky recipient).

Gift cards don't expire and will stay as a credit in the recipients account; the details are also kept on file so if misplaced they can be easily retrieved.

Currently, gift cards are available in set amounts, but if you would like one for a specific amount or a particular product that is also possible (just contact me to add this to the website for you).

View the gift cards →

Can I return or exchange an order?

Return

We are happy to accept items for return or exchange within thirty days of receiving your order providing

  • your bag is unused
  • the invoice (or copy) is provided
  • you’ve contacted us beforehand to arrange the return

We can’t offer refunds when you’ve changed your mind about your order, however we are more than happy to issue you with a gift voucher to the value of your return which is valid for one year.

If you received an incorrect or defective bag please contact us to arrange a replacement.

Exchange

If you would like to exchange a product please contact us to discuss the most convenient way to arrange your exchange.

We will issue a gift voucher for any difference between the products which will be valid for one year.

Please note that it will take about four days once received to process returns or exchanges

What if I need a bag in a hurry?

Sometimes a special occasion - a birthday, anniversary or overseas trip for instance - seems to arrive a lot sooner than expected and even the Express Post option isn't express enough.

In these situations, I'll do everything I can to accommodate your request and do the seemingly impossible (same day orders or having a bag delivered interstate the next day, as I've done in the past).

If you are concerned your order won't arrive in time or are hoping to organise a super quick turn-around, I'd suggest calling the mattt SHOP on 0411 040 214 to discuss the options and what might be possible. 

Another option is to look at the ALREADY SEWN bags; these are bags that are in stock (so only some customisation is possible) though they all have FREE SAMEDAY EXPRESS POST - view here →

How does 'sameday' delivery work?

Sameday delivery is available on all bags that are already sewn - indicated by a   READY   tag on the product page - and are ordered with enough time for me to run them down to the post office (so say about 3pm, Melbourne time).

Selecting Express Post means your order will arrive the next day in most parts of Australia, excluding regional Queensland, WA and NT, while Regular Post (which is free) might take an extra day or two.

If you're located in Melbourne and can drop into the mattt SHOP, your bag can be wrapped and put aside for you to collect the same day, as necessary.

STOCKISTStop
Where else can I buy a bag?

Along with the mattt SHOP, my bags are available at a very small number of design based shops (as I don't have the production capacity to supply many more than this).

These shops often carry exclusive products developed specially for these locations, as reflecting the personality of a particular place is always a fun challenge.  

A list of all the locations I'm currently working with can be found here →

If you're a retailer interested in discussing developing a unique range for your shop please get in touch →

♡ New adventures!!
Last day for orders Mothers Day, Sunday 14th May →