Contact information

Here’s a Contact Policy template for your Shopify store:

Contact Policy

Last Updated: December 9th, 2024

We value your feedback and are here to assist with any questions or concerns you may have about your shopping experience. Please review our Contact Policy to understand how you can reach us and how we handle customer inquiries.

1. Contact Methods

You can get in touch with us through the following methods:

  • Email: matria.aus@gmail.com OR matriastudio@gmail.com
  • Live Chat: Available on our website during business hours.

2. Business Hours

Our customer service team is available during the following hours:

  • Days: Monday to Friday
  • Hours: 9:00 AM – 5:00 PM Sydney Time

Note: If you contact us outside of these hours, we will respond as soon as possible on the next business day.

3. Response Times

  • Email Inquiries: We aim to respond to all emails within 1 business day.
  • Live Chat: Responses are typically immediate during business hours.

4. Order Inquiries

For questions related to your order, please provide:

  • Your full name.
  • Your order number.
  • Any relevant details about the issue.

5. Product Support

For product-specific inquiries, including usage, maintenance, or warranty questions, please contact us through any of the above methods with detailed information about the product in question.

6. Feedback and Complaints

We welcome your feedback to improve our services. For complaints, please contact us via email with the subject line “Complaint,” and our team will prioritize your issue.

7. Language of Communication

Our customer service is available in English and Spanish. For assistance in other languages, please allow additional time for translation.

8. Privacy Protection

Any information shared with us during your inquiry will be handled in accordance with our [Privacy Policy](insert link).

9. Urgent Inquiries

For urgent matters, please mark your email as “Urgent” in the subject line for priority assistance.

If you have any additional questions about our Contact Policy, feel free to reach out to us directly.

We look forward to assisting you!