Let’s Be 100% Clear Upfront – Before We Proceed With Your Custom Made Outdoor Cushions.

At The Cushion Company, we are committed to delivering your custom-made cushions with the utmost care and efficiency. Please review our shipping policy to understand the terms and conditions associated with the delivery of your order.

1. Payment Terms

1.1 Full Payment: Due to the bespoke nature of our custom-made cushions, full payment is required at the time of placing your order. We do not accept part payments, payment on delivery, or any other payment terms.

2. Shipping and Delivery

2.1 Courier Services: We use commercial courier companies and Australia post to deliver custom-made cushions to any location within Australia. This ensures fast and reliable delivery.

2.2 Australia post and other freight providers do not and will not provide a delivery window nor will they likely follow delivery requests. It is recommended to keep an eye on the tracking delivery. We do require a signature upon delivery.

2.3 Delivery Address: It is crucial to provide accurate delivery information when placing your order. If incorrect delivery information is provided, you will be responsible for any fees associated with redirecting the delivery and any losses incurred due to the incorrect address. Changes to the delivery address must be made via email with the corresponding order number.

2.4 Vacuum Packing: Your cushions may be vacuum-packed for better transport. Cushions with foam will gradually return to their original shape, while cushions with fibre filling will need to be fluffed to regain their shape. Long cushions may be folded to minimise freight costs and meet transport size requirements, which may cause small fold lines until the cushions settle into their correct size and shape.

2.5 Unpacking: Upon receiving your order, unpack it fully within a maximum of 7 days. Do not store the cushions vacuum-packed for longer than 7 days after delivery

3. Lead Times

3.1 Standard Lead Time: The standard lead time for cushion covers is 4 weeks from order/approval, and for complete cushions, it is 4 weeks from order/approval. Lead times are exclusive of Australian Commonwealth and state public holidays.

3.2 Express and Priority Express: If you select Express or Priority Express lead times, you will receive delivery within 3 weeks or 10-14 days, respectively, from order/approval. The express charge will not be refunded under any circumstances unless the delivery is late, in which case you will be refunded on a pro-rata basis compared to the standard lead time. Requests, alterations, or failure to respond to emails in a timely fashion may impact the lead time.

4. Faulty or Incorrect Items

4.1 Reporting Issues: Notify The Cushion Company within 7 days of receiving your order if any items appear faulty, damaged, or not made as specified. If your cushions are found to be faulty or not made in accordance with the order, we will re-work the cushions or manufacture new ones at our expense. We do not offer refunds in this situation.

4.2 Return Shipping: If cushions are returned to us and found not to be faulty, you will need to pay all related freight costs for returning the cushions to and from our warehouse. We will require the cushion for a minimum of 1 full business day for inspection.

5. Refunds

5.1 Refund Processing: Refunds will be only processed once the cushions have been returned and are in the possession of The Cushion Company.

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