What happens when I make a booking?

You will receive an email with the details.

What are the options for delivery of services/sessions?

Phone, Google Meet, Zoom, Facebook Messenger Video or Audio. In-person only if organized with Matty.

What if I purchase a program but then can’t follow through due to life circumstances?

If you purchase a program/package then realize you cannot follow through, please contact Matty to discuss an appropriate resolution.

What are the payment options?

Bookings can be paid in full at time of booking via credit card or debit card, or other arrangements can be made.

Is there a free online initial booking option to ask about your services?

There is a free Initial Life Coaching session which includes a questionnaire and without payment details. 

The Chaplaincy Care service has one free session. If you are interested in further sessions, it can be integrated with Life Coaching.

Guitar Tutoring does not include a free initial booking.

These FAQ’s are relevant to orders of physical goods in the store only – they do not necessarily apply to online bookings and digital services.

PLEASE NOTE – Currently there are no physical goods available via the online store.

Delivery

WHEN WILL I GET MY ORDER?

It can take 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

Australia: 2–4 business days. International: 10–20 business days

WHERE WILL MY ORDER SHIP FROM?

I work with an on-demand order fulfillment company with facilities worldwide. However, for AU customers (significant majority) I have paid special attention to ensure that all products I provide can and are (where possible) produced and supplied locally in Australia.

WILL I BE CHARGED CUSTOMS FOR MY ORDER?

I go to great lengths to ensure that the products I offer can and will be fulfilled locally, so customs should not be an issue for most of the products or customers. However, for some products this is just not possible (and will be indicated), so an additional customs and tax fee can occur on internationally shipped orders. This fee is not in my control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

MY ORDER SHOULD BE HERE BY NOW, BUT I STILL DON’T HAVE IT. WHAT SHOULD I DO?

Before getting in touch with me, please help me out by doing the following:

Check your shipping confirmation email for any mistakes in the delivery address. Ask your local post office if they have your package. Stop by your neighbors in case the courier left the package with them.

If the shipping address was correct, and the package wasn’t left at the post office or at your neighbour’s, get in touch with me via orders@mattybateson.com with your order number.

If you did find a mistake in your delivery address, I can send you a replacement order, but shipping will be at your own cost.

Orders

HOW ARE YOUR PRODUCTS MADE?

I work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

HOW DO I TRACK MY ORDER?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop me a line at orders@mattybateson.com

I RECEIVED A WRONG/DAMAGED PRODUCT, WHAT SHOULD I DO?

I’m so sorry if the product you ordered arrived damaged. To help me resolve this for you quickly, please email me at orders@mattybateson.com within 7 days with photos of the damaged product, your order number, and any other details you may have about your order. I’ll get back to you with a resolution as soon as possible!

HOW ARE YOUR PRODUCTS MADE?

I work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

Returns

WHAT’S YOUR RETURN POLICY?

I don’t offer returns and exchanges, but if there’s something wrong with your order, please let me know by contacting me at orders@mattybateson.com

DO YOU OFFER REFUNDS?

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact me at orders@mattybateson.com with photos of wrong/damaged items and we’ll sort that out for you.

CAN I EXCHANGE AN ITEM FOR A DIFFERENT SIZE/COLOR?

At this time, I don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—I have one for every item listed on the store, in the product description section. Though rare, it’s possible that an item you ordered was mislabeled. If that’s the case, please let me know at orders@mattybateson.com within 7 days of receiving your order. Include your order number and photos of the mislabeled item, and I’ll send you a new one, or issue a refund.