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✨ Free shipping within Australia over $200 ✨

FAQ

 

WHAT DOES MADE TO ORDER MEAN?
If an item is specified as Made to Order, it means that it starts getting made when you place your order. Making time is specified on each product page, and is usually 3 weeks for footwear. Once made, you will receive a shipping notification and it will be posted out with your selected shipping option, or you'll be contacted to come to the studio to pick them up if you selected this option. If you have a rush order or special request, please get in touch via donebymatea@gmail.com before placing your order.

 

WHAT MAKES DONE BY MATEA SLOW, SUSTAINABLE AND ETHICAL?
Read all about that on the Sustainability page! 

 

DO YOU TAKE CUSTOM ORDERS AND COMMISSIONS?
Yes, sometimes, depending on complexity and time, more info on the bespoke page. If you have an inquiry please get in touch at donebymatea@gmail.com

 

HOW MUCH IS SHIPPING?
All shipping includes tracking except the $4 Minimum Packaging option. Shipping is calculated by weight, with Australia Post. Signature-on-Delivery is recommended for higher value orders. Please visit Australia Post online for current information on delays.

For Australian Orders
Standard - Minimal Packaging $4
For flat items and single pairs of earrings, in a small eco-friendly unbranded box.
Delivery time is currently approximately 3-10 business days. *Does not include tracking*

Standard - starting at $9
For more than one pair of earrings and everything else, in eco-friendly packaging.
Delivery time is currently approximately 3-10 business days. Includes tracking.

Standard with Signature on Delivery - starting at $12
For more than one pair of earrings and everything else, in eco-friendly packaging.
Delivery time is currently approximately 3-10 business days. Includes tracking.

Express - starting at $15
For all items, in eco-friendly packaging.
Delivery time is approximately 1 business day. Includes tracking.


Dispatch:
Orders placed before 12pm Mon-Fri are dispatched same day.
Orders placed after 12pm Mon-Fri or Sat-Sun are dispatched the next business day. **This excludes Made to Order items, which are posted once they are made**

Studio Pick-Up
If you live in Adelaide, pick up is only available for some Made to Order items. You can select this free option at checkout, which will require you to visit the studio to collect your item. After ordering you will be contacted to arrange a pick up time.

If you absolutely require pick up for any other items, please contact me via donebymatea@gmail.com before ordering to arrange.

For more info please see the Shipping Policy.


DO YOU SHIP WORLDWIDE?
Yes! International shipping is available and calculated at checkout.
For approximate rates please use the Australia Post Shipping Calculator

If the calculated postage at checkout does not match an expected rate, please contact me. For more info please see the Shipping Policy.

 

IS DONE BY MATEA PACKAGING ECO FRIENDLY?
- all boxes are recyclable
- tissue paper is biodegradable and compostable
- mailer bags are biodegradable and compostable
- packaging tape is biodegradable and compostable

 

DO YOU HAVE GIFT CARDS?
Yes! You can get Done by Matea digital gift cards here.

 

HOW DOES AFTERPAY WORK?
To use Afterpay - select Afterpay at checkout. From there you'll be asked either to log in to your existing account or asked to create a new account. Your purchase is then divided into four instalments, the first of which you pay at the time of purchase and the remaining three are due every two weeks. Head over to the Afterpay site for more info!

 

ARE DONE BY MATEA ITEMS STOCKED ANYWHERE?
Please see the Stockists page.

 

WHAT IF I WANT TO RETURN OR EXCHANGE SOMETHING?
Returns are available up to 14 days from receipt of goods, and only if the item is damaged or faulty. Exchanges are available up to 14 days from receipt of goods, if the item is in its original unused condition.
For more info please see the Returns + Exchanges Policy.

 

HOW DO I LOOK AFTER MY DONE BY MATEA SHOES / EARRINGS / OBJECTS?
Please see the Care page for more info. Done by Matea Leather Conditioner is available here.

 

WHAT IF MY DONE BY MATEA SHOES NEED TO BE RESOLED OR REPAIRED?
Please get your footwear resoled as soon as you notice significant wear!
Get in touch via the contact page or email donebymatea@gmail.com with the nature of the repair required.