Shipping & Returns

SHipping

 

How does the SHIPPING Process work?

Wholesale account holders: when your order is complete we will confirm that it is ready by email. We will send your order immediately to your address specified on your purchase order, or we will hold your item/s until your available to pick up. (This is only for accounts with a 30 day term)

 

Restricted wholesale account holders & Interstate accounts: when your order has been confirmed completed by email or phone call, we will require payment to be made before delivery or at pick up. For delivery, once we have received remittance of payment, we will send your order immediately to your address specified on your purchase order. 

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Retail / COD: After you have sent through your purchase order, or ordered through our online store, we do require the total amount payable before we can start making. When your order is complete, we will let you know by email or phone call, for you to pick up from our Boronia factory or delivery. 

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How much does shipping cost?

 

Shipping varies between order size and weight. 

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Within Melbourne CBD:  Shipping is calculated by our freight company dependent on their zoning

 

Interstate and outside VIC CBD address: Depending on freight company. Prices vary 

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How is my order shipped?

 

We use a number of different couriers and ourselves to deliver your goods, including Australia Post, First Transport, Allied Express and Coz Express. This depends on your location and which items you have ordered.

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When will you ship my order?

 

Orders are processed as quickly as possible, generally within 2 - 4 business days of order placement but can be a little longer during busy times such as online sales and busy times of the year.

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It will typically take approximately 2 - 6 business days to receive your order. However, orders to rural and interstate destinations can take up to 10 days. We will provide you with confirmation of delivery time frame once it has been lodged with the freight company. We recommend shipping to a location where someone will be present to sign for your order, such as a work address. If this is not possible please leave instructions during checkout giving authority to leave without a signature. This will be at your own risk.

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What if my order is delayed or damaged during shipping?

 

Unfortunately accidents do happen. If there is a delay with your order due to inclement weather, we will do our best to notify you. All of our products are carefully packaged to prevent breakage in transit. If your order is damaged during shipping, please photograph the damage to the bag and the cushions, and keep all contents and packaging for insurance claim purposes. Please contact us immediately on of the arrival of your cushions if there is damage.   
 

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Return & Exchange Policy

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Can I return/exchange item?

Custom cushions can not be returned for a refund or exchange for change of mind purchases.

Cushions cannot be returned and refunded due to hygiene reasons. 
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If your items are faulty, please email us at info@justcushionsvic.com.au

 

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What happens if my item is faulty?

If you believe your item is faulty, you must contact us as soon as possible describing the fault. We will endeavour to offer a repair, exchange or refund if we deem the item to be faulty. This is governed by Australian consumer law. If we require the goods be returned for inspection, this must be done within 10 days of contacting us.

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What happens if I made an error on my purchase order?

If you have made a mistake on your purchase order and the information supplied is wrong, you will be charged for this product/s, if we have started making your order. 

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What can I do minimise mistakes and orders being misread? 

If your are able to go over your order and double check all information is there and clearly states the following, it will ensure that there is no mistakes made on our end or yours. Please specify the following in your orders , quantity, (  cm  ) for centimetres, or (  "  ) for inches, (  mm  )  for millimetres, where are these measurements taken from? Finish size or cover size?  What type of cushion insert you require? If it is a wrap style of cushion, do you require foam?

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What do i do if i have received my order and it is wrong?

If you have received your order and it is made incorrectly, please contact us info@justcushionsvic.com.au

We are happy to help you with any issues and make sure your product is made to your expectations.

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