FAQ – Made to Matter

Questions?

Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.

Shipping & Delivery

How does shipping and delivery work?

So you've made an order? Welcome to the Matter family!

Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.

Your products will be sent via Australia Post, and then they should be safely in your patiently waiting hands within 2-14 business days**.

As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow its journey.

*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.

**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!

How much do I pay for shipping?

All orders include FREE and fast delivery Australia-wide, no matter how many products you order.

When will my order arrive?

Once your order is picked and packed, the magical journey from Matter HQ to your front door begins.

All orders (no matter how many products you purchase) include FREE and fast delivery Australia-wide. You can expect your order to arrive within 2-14 business days* from the day you place it.

*Please note: Although Australia Post quote us these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.

How do I track my order?

Yay, time to celebrate – your order is on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there). If you have not received your tracking number as expected, please get in touch with our eam at hello@made-to-matter.store.

Help, I think my order is lost/hasn’t been delivered?

Think your order might be lost in transit? Although Australia Post quote us 2-14 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.

If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with Australia Post.

*Please note: For any queries or issues related to your Australia Post order, we recommend you first reach out to Australia Post directly. While we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.

Can I change my shipping address?

Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

If your order has been shipped, don’t panic! You can still redirect it via the Australia Post tracking link we provide on your shipping confirmation email.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Do you ship internationally?

At this time, we only deliver our products to customers in Australia.

Are there any customs/import fees?

We cover all customs and import fees, so no need to stress about them.

Product Questions

How does the personalised thank-you work?

You will recieve a personalised thank you in the mail seperately shortly after your purchase. If we are experiencing large volume of orders there may be a delay in sending you a thank you but please be patient. We will do our best to send it to you as quickly as possible. If you have not recieved a letter at all, we want to know, contact us at hello@made-to-matter.store and we will ensure you recieve one. This thank you is our way of personally thanking you for every contribution.

I have received my order but an item is missing or incorrect - what do I do?

We do our best to make sure you receive everything you ordered without a hiccup. But from time to time things can go wrong. If an item is missing from your order, please get in touch with our team at hello@made-to-matter.store and we’ll do our best to get any missing items to you as soon as possible!

What if my item is faulty?

We make clothes to last, however every so often things can go a little wrong. If for whatever reason your item is faulty, please get in touch with our team at hello@made-to-matter.store.

Can I nominate a charity?

// Charity nomination coming soon //: Yes absolutely! On each product page there will be an option to nominate a charity.

How do I know the money has gone to charity?

Transparency is important! So that's why every 6 months we will be posting verification of donations to the website. We are still just a small Aussie buisness so every order counts and we are so thankful for everyones support. To see the exact money that has been raised see Our Cause page.

Which charities recieve money and how much?

Please visit Our Cause page for the details on chosen charity. The exact money that has been raised will be stated.

How is the 50% profit calculated?

Profit = (Product price) - (Product cost and advertising)

Matter then donates 50% of the profits!

The profit calculation is simple. All other ongoing costs is absorbed by Matter. We want to be as clear as possible with our followers.

Can I send an order as a gift?

Have a special someone who you think needs some of our products in their life? You can ship any Matter product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!

Are you stocked in any stores anywhere?

Nope, it’s just us! Our Matter products are only available on our online store here in Australia. Unfortunately, we don't currently offer international shipping.

Returns & Exchanges

Do you have a returns policy?

Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We accept returns within 14 days of us receiving your order, during which you can return them at any time.

However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:

1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.

2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

3. Item(s) must be in the original packaging, which must be in original condition. Returned merchandise must be unworn, in original condition with the tags attached and provided with your online purchase receipt.

This includes attached tags and packaging. Once we can assess the condition, your refund will be provided.

*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

How long do I have to return the products?

We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 14 day return period for you to make that tough decision! Please refer to our returns policy for more information.

Can I return my order for a refund?

Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 14 days.

*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box. Our Return policy applies to both sale and full price item(s), unless tagged as 'FINAL SALE'.

Styles tagged as ‘FINAL SALE’ are final and cannot be returned for a refund, other than in the event of them being faulty.

**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

Do I have to pay for returns?

You only have to cover the shipping costs to return it otherwise we will be giving you a refund for the product price. Just contact our friendly team here and they will be able to help you along the way.

*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.

How long does it take for my return/exchange to be processed?

We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

How long does it take for my refund to be processed?

We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.

Payment

How secure is your payment?

All jokes aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

What payment types do you offer?

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!

Do you have payment plan options?

Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!

How do I use a discount code?

Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).

I forgot to use my discount code!

Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.

What currency is the store in?

All pricing for our Australian store is listed in Australian dollars (AUD).

Contact Us

I have an issue with my order, what can I do?

Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

I need to cancel or change my order!

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

How do I contact you?

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hello@made-to-matter.store. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

How do I provide feedback?

We always strive to be the best so we love hearing your thoughts. We also love hearing your Matter stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here or email us at hello@made-to-matter.store.

Where are you located?

Our Matter HQ office is located in Port Melbourne, Victoria. Your Matter products start their journey to you from our external fullfiment centres across Australia.

*Please note: Our Matter HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.