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FAQ & SUPPORT

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.

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 is GIFTTT different from a regular gift voucher?

With a regular gift voucher all you receive is a code to use at checkout for the value specified which can make it all feel a little last minute and lacking thoughtfulness.

While everyones had to find a gift at the last minute with GIFTTT a personalised landing page is created so that the whole experience is far more considered and meaningful.

This could be a photo (or video) of everyone at work saying fairwell, an embarrassing photo from when they were a baby or of the destination they are travelling to, basically whatever would make the experience memorable.

As this is all online there is no extra cost for creating the GIFTTT page, just the value of the gift you'd like to give.

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.

How do the 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.

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 used 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.

 

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 BAG
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. 

GIVING A GIFT
How do I use my GIFTTT?

The process for redeeming your GIFTTT has been as easy as possible.

1 • Receive GIFTTT page address (URL) and GIFTTT CODE

2 • View your GIFTTT page with personalised message, photo and bags that have been suggested for you

3 • Choose your bag (and any custom options) and go to checkout page

4 • Enter your GIFTTT CODE to apply the value of your GIFTTT to your order, if the bag is more you can process payment for the difference. If less, a credit will be created that you can use on any future orders.

5 • Place order and receive confirmation email from mattt

If you've any queries (or suggestions for improving the process) feel free to get in touch at bags@mattt.com.au, from the CONTACT PAGE or by clicking the ? icon in the bottom right corner of the website.

How is GIFTTT different from a regular gift voucher?

With a regular gift voucher all you receive is a code to use at checkout for the value specified which can make it all feel a little last minute and lacking thoughtfulness.

While everyones had to find a gift at the last minute with GIFTTT a personalised landing page is created so that the whole experience is far more considered and meaningful.

This could be a photo (or video) of everyone at work saying fairwell, an embarrassing photo from when they were a baby or of the destination they are travelling to, basically whatever would make the experience memorable.

As this is all online there is no extra cost for creating the GIFTTT page, just the value of the gift you'd like to give.

What is the GIFTTT process?
I've tried to keep the process super simple (and would also love to hear any ways I could make it better).

1. Basically all you've got to do is order the GIFTTT to the amount you'd like (let me know if you'd like a specific value not shown) and once received I'll be in touch to organise the content to personalise the GIFTTT page.

2. Once this is done I'll share personalised URL/link so you can share this with the recipient (GIFTTTee)

3. The GIFTTTee can then visit their page, see the gift message(s) and suggested bags you've and make their selection.

4. Once the order is received we'll communicate directly with the GIFTTTee to arrange delivery etc (and let you know what is happening as well).

5. If you'd like to print a gift card this can also be organised.
What's this about 120% value?
Having just launched GIFTTT, as a small bonus to existing customers and Instagram followers I'm offering 120% value on all GIFTTT orders.

This means that for a $100 GIFTTT you'll actually get a $120 GIFTTT, for $200, $240 etc.

This offer will be valid until the end of July and if you'd like to buy a GIFTTT to take advantage of this benefit but not sure who it's for yet that's also no problem (I'll just keep the details on file).

For an ANY BAG option I will credit this bonus value before charging the card, so for a $120 bag you'll just pay $100 (basically I'll multiply the bag value by 0.833).
How does the any bag GIFTTT work?
Sometimes you'd like to get someone a gift though don't necessarily want to set the amount (within reason of course).

If this is the case you can select the ANY BAG option for the GIFTTT which means the GIFTTTee can then choose any bag they want from the website.

Once they have I'll get in touch with the details of the order, process the payment and then sew the bag and deliver it to the GIFTTTee.

When you purchase the ANY BAG option you'll see it appears in the cart as $0, this is just so the order can be captured and created.
How can I personalise my GIFTTT page?
As GIFTTT is very new I'm still experimenting with the best ways to personalise the GIFTTT page, so if you've a great idea or something you think will work well I'd be happy to help make it happen!

At the moment it's set up so we can upload photo(s) (or video) along with a gift message (like you'd write on the inside of a card).

If you'd like to add a photo and message from every member of the team at work etc that can totally be done (and we can even add extra content later if you have last minute additions to those contributing to the gift).

Along with this you can also add as many suggested bags to the GIFTTT page as you'd like, this makes the process even simpler (especially if they hate making decisions), especially with the ANY BAG option, though of course they can choose any bag on the website they like.
Do I get a printed GIFTTT card?
t the moment I won't be providing a printed GIFTTT card, but if this is something you'd like it can be organised.

Going forward if GIFTTT is popular (and the printed card a regular request) I'll look at ways to offer this with every order, even if it is just over Christmas etc.
REPAIR & CARE
What is all this about a lifetime guarantee?

I'm very proud of the quality of the bags I produce and want you to enjoy using your 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 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 that are 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 reasonable fee (which I donate to the Asylum Seeker Resource Centre (ASRC) in Melbourne).

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

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.

SUSTAINABILITY
What is all this about a lifetime guarantee?

I'm very proud of the quality of the bags I produce and want you to enjoy using your 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.

Have a question for Matt?

Quick question → SMS CHAT

Get an answer straight away, send Matt a text/iMessage at 0488 826 539

More in-depth → EMAIL

If you've an in-depth question email Matt at gday@mattt.com.au

Or explore yourself → FAQ

For generally detailed answers to common questions view the FAQ →

A quick question → SMS CHAT

To get an answer straight away, send a text or iMessage to 0488 826 539

Something more in-depth → EMAIL

If you've a more involved question email Matt at gday@mattt.com.au

Or explore yourself → FAQ

For detailed answers to more common questions view the FAQ →