FAQs

The Cushion Company offers proper all weather outdoor cushions and cushion covers at the best price in Australia.

The Cushion Company is an online Australian retailer, by not having retail outlets we are able to offer: better quality cushions at even better prices.
We have free fabric samples available or we and also provide the a sample piece of cushion foam and fabric samples. This way you can test the comfort and see the fabric in your home.

Orders can be placed through the website at using all major credit cards, Google pay and Apple pay Orders quoted / placed online also are automatically discounted by 10% We can also process your order manually by supplying an official quote and secure payment link. Please note manual orders are not eligible for express shipping or the 10% online discount.

All major debit and credit cards are accepted including Visa, Mastercard, American express.

Obtaining measurements from pre exising cushion covers can be tricky. It's best to measure the space the cushion will be going into. If you would like help with this simply send us a photo of the space where the cushion will go and we can mark up the photo showing where to measure from.

The warehouse does not permit warehouse pick up. Your cushions will arrive into the Ingleburn, Sydney warehouse and be checked immediately for a final inspection and then be dispatched to you straight away.

We offer $29 delivery to Adelaide, Canberra, Darwin, Brisbane, Melbourne, Perth and Sydney. For Delivery outside this area please contact us with your postcode we can obtain the best delivery quote for you.

Orders will be processed and dispatched to the delivery address entered when placing the order. We rely on customers to enter their delivery address correctly.

We will do our upmost to assist you redirect the parcels or change the delivery address. Please note however we cannot guarantee redirection of parcels or change of address after an order has been submitted. The purchaser is responsible for costs involved in redirecting or lost parcels due to change of address.

A change of address request is to be made via EMAIL ONLY

EMAIL: Service@thecushioncompany.com.au

SUBJECT: Change of Address

PLEASE INCLUDE:

- Order Number
- Name on order
- Original delivery address
- New Delivery Address

3 Lead Time Options Are Available.

Standard: 4 weeks
Express: 3 weeks
Priority Express: 10 - 14 Days

Please note Priority Express is not available for orders placed in January.

3 Lead Time Options Are Available.

Priority Express: 10 - 14 Days
Express: 3 weeks
Standard: 8 - 9 Weeks

Please note Priority Express is not available for orders placed in January.

PRIORITY EXPRESS

+ Jumps the production queue
+ Made immediately
+ We'll chauffeur it to the depot ( not waiting for freight company to collect it )
+ Transported with the fastest available air express service!
+ Shipped directly from factory to you.

EXPRESS

+ Made before non express cushions
+ Transported by airfreight
+ First to be dispatched from warehouse
+ Delivered within 3 weeks

The above options can be selected on the product page

Please note regardless of the lead time selected delivery is still $29 at checkout

Yes, Due to the valuable nature of custom-made cushions signature is required upon delivery. If you are not home the courier company will leave a card for redelivery.

The cushions are vacuume packed for easy shipping making them 1/3rd their normal size making most cushions suitable for delivery to workplaces.

1. We get fabrics and foam from the factory not a wholesaler.

2. No rents for highstreet retail shopfronts.

3. Instead sales people in each store we have a centralised customer service team

4. We manufacture in our own factory not outsourcing it.

5. Like your clothes, computer, phone and outdoor furniture, our cushions are not made in Australia. See below to learn the truth about "MADE IN AUSTRALIA"

As proud Aussies we understand it a nice feeling when says "Made In Australia". Many companies love to boast proudly they are “Australian made” but the truth is:

- Outdoor foam is not made in Australia.
- Outdoor fabric is not made in Australia
- The filling and packaging is also not made in Australia

Most companies that claim to be "Australia made" should really tell you the truth, and say “assembled in Australia” because their raw materials are from CHINA!

( We are of the mind the less things bought from China the better )

All our custom made cushions are made in our own factory located in Ho Chi Minh City. All production is done in internally to ensure quality and consistency.

Including design, templates and preparation/set up the time it takes to make 1 cushion and 10 cushions is not that much more. All the time and associated cost is in the price of 1 cushion instead of 10 cushions. Generic / ready made cushions tend to user inferior filling in comparison everything in our cushions is design full outdoor exposure.

You can track the progress of your order at the bottom right hand side of the website by entering the order number and email. Please note there is a delay of 24 – 48 hours. You also receive a separate email once your order has arrived into Sydney warehouse and been dispatched. If you have not received the tracking details please check junk folder. In the event you still cannot locate the tracking detail please live chat or email us service@thecushioncompany.com.au with your order number.

No, any modifications or alterations will void the warranty.

We love getting cushions to customers as early as possible. If your order is delayed we will let you know asap. On occasions delays can occur that are outside our control.

If your order is delayed by 7 days or more we will refund your delivery fee in full. Should your order is delayed by more than 18 days, upon your request (via email) we will cancel your order and refund your money in full.

Please note we cannot and will not refund if the your order has already has been dispatched to you,.

Yes providing its on a COLD & DELICATE CYCLE without other items in the washing machine and turn the cushion covers inside out. Washing cushion covers in machine frequently will result in premature wear.

We can accomodate sizes as small as 5cm in the length/depth and 3cm thick. We can make cushions in excess of 5 meters long, 2.5 meters deep and 20cm thick. The outdoor fabric come in widths of 150cm. So if the cushion are greater than 150cm in both the length and depth then there will be a join. For examples of joins please ask our team for more information.

Yes, we do offer branding with both embroidery and printing options depending on the quantity of cushion.

Please note printing on all-weather outdoor fabrics like Olefin, Acrylic or Sunbrella ( water repellent fabrics ) is not the same as printing on polyester or cotton,. The printing will not bond to the fabric as well, nor will the printing be as clear. If the cushions are going to be used for prolong periods or the branding needs to be 100% perfect embroidery is recommended over printing.

If the project lead time is 4 weeks or more we can arrange a sample of cushion cover with printing to be couriered to you within 1 week of the order being received.

All our cushions come with 3 years warranty and replacement guarantee this covers both workmanship and fading.

Your order can be cancelled within 24 hours of placing your online order.
The Cushion Company we will refund the order value minus a 5% merchant / admin fee.
In the event the processing team has already commence reviewing the order, The Cushion Company will refund the order less 5% and an additional deduction of $90 for time spent reviewing and / or processing the order.

Your order will automatically be sent to the production line 24 hours after the drawing/s have been sent to you, and we will start making your order immediately. If we don't hear from you within 24 hours of the drawings being emailed, production will commence. At this time the order cannot be changed or cancelled in any way what so ever.
We urge you to measure twice to double check you have the measurement correctly
Please note: If we determine that your order is of substantial monetary value and/or have concerns about your order, we will email you drawing/s of your order and ask you to reply
"proceed with production".

In this event production of your order will only commence once approval is given. Once you've confirmed to "proceed to production" the order cannot be changed or cancelled.

In the event you've been asked to "proceed with production" and decide to cancel the order prior to approving the drawings. The Cover Company will refund the order value less 5% and an additional $90 will be deducted for time spent processing and / or reviewing the order.

Short answer is No.

There is a couple of reasons why replacement cushion cannot be redesigned or have changes made to the measurements.

1st. The technical department within the production team will need to redesign (prepare for template for production ) the cushion inccuring addtional delays and cost.

2nd If the mistake was made by the production team they will be liable for the cost of the replacing cushion . Any changes made will be considered as a new brand order and costs will be passed.

It is important that the measurements are carefully checked and double checked prior to placing the order

The cushions can be returned for the following reasons. Wrong size, wrong colour or workmanship issues. If you are not satisfied with the cushions notify us within 7 days of receiving them. If they are found to be faulty they will be replaced with the exact identical size and colour cushions original order ( no changes what soever allowed ). If they are found not to be faulty you will need to pay for the actual return freight from our warehouse

Our cushions are made from Sun-Tough Olefin which offers outstanding protection against the harsh Australian elements. Olefin won't fade like polyester and is softer than Sunbrella/ acrylic fabrics

Our cushions that support body weight such seat pad, lounge base, sun lounge or chair cushions are firm but unlike some outdoor cushions are not rock hard. Lounge back, boster and throw cushions are softer as they are designed for maximum back comfort and support.

No, simply send us a photo of your existing cushions and we'll review the cushion design and provide you with photos/video with a quick, easy and accurate way to measure for new cushions or cushion covers.

Please do not send old cushions or cushion covers to our Ingleburn address as it's unnecessary. The warehouse will not measure old cushions/covers.

Upon ordering we will confirm with you the all the details of the cushions. Once your cushion is made and ready for dispatch we will photograph and film the cushions while measuring.

Our cushions are made in Ho Chi Minh Vietnam, we don't hide this , in fact we are very proud of our factory and growing production team.

Because our factory is not located in Australia we are able to:

- Hire the best staff in the industry ensuring quality and consistency.

- Provide better quality cushions.

- Be 30% - 60% less than local based cushion companies.

Your fridge, phone, computer and outdoor furntiure are not made in Australia so why would you pay 25% - 60% for a cushion to be assembled here?

- Live chat with us 7 days a week been 10:00am – 7:30pm
- Email us on service@thecushioncompany.com.au