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General Questions

How do I know that my order went through?

Once you’ve placed your order you’ll receive a confirmation email containing your order number and a tax invoice will be attached as a PDF document. Once we have processed your order, you will receive another email letting you know the shipping process has begun. All you have to do then is sit back on that lovely sofa of yours and wait for your cushions to arrive.

I've placed an order but haven't received an email confirmation. Why?

We send a confirmation email and receipt immediately when you make a purchase. If you’ve not received this email within 5 minutes of placing your order then check your junk or spam folder as they can sometimes get caught up in there. Still no luck? Just contact us and let us know. Our customer service team will reply with your receipt attached.

Can I visit your store?

Unfortunately we are an online store only and do not have a shop front so sadly you cannot visit us. However if you have any questions about a particular product, please contact us and we’ll be more than happy to answer them for you.

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Cushion Questions

Can I buy cushion inserts without the covers?

Cushion inserts are big and bulky and can be expensive to ship around Australia. We don’t want to charge our customers large shipping fees so we only offer the option to purchase an insert when a cushion cover is also purchased. If you need more cushion inserts then we recommend your local Spotlight store. For bulk cushion insert purchases contact us and we’ll see if we can help.

Are cushion inserts included?

We find that many customers already have cushion inserts and are just looking for new covers to update their style. So we offer cushion inserts as an add on.

You’ll see a dropdown box just above the ‘Add to cart’ button. You can add a cushion insert for every cushion cover that you purchase from us. This ensures customers who only want the cover, don’t need to purchase unwanted cushion inserts.

What material are your cushion covers made from?

We cushion covers are made from many different fabrics. You’ll find the size and material type of each cushion just above the ‘Add to cart’ button. 

You can also use our filter to shop by material type. Simply click ‘Shop All’ in our menu and find the ‘Filter by Material’ section on the left. 

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Exchanges & Returns

I've changed my mind! Can I exchange my cushion for another?

Sometimes it’s hard to choose the right cushions. Should you wish to exchange your cushions, you have the option of exchanging the item within 30 days of having received it. All returned items must be unused and in the original packaging to be eligible for a return.

To arrange an exchange simply contact us via our contact form. We’ll reply with a shipping address you can return your order to. Please note that we do not cover postage costs for returning your order, but we’ll happily cover the cost of shipping your new items to you. If there is a difference in price, we’ll organise this with you before we ship the new products.

What happens if I want to return my cushions?

We want you to be 100% happy with your purchase from us. Should you change your mind about your purchase, you have the option of returning the item within 30 days of having received it for a refund. All returned items must be unused and in the original packaging to be eligible for a return.

To arrange a return simply contact us via our contact form. We’ll reply with a shipping address for you to return your order to. Please note that we do not cover postage costs for returning your items to us, and any shipping costs paid are non-refundable. Refunds will be processed to the same method used at checkout.

My product is faulty. What can I do?

All of our products are checked for quality before they are shipped. In the unlikely event that your product arrives damaged, please get in touch with us as soon as possible so that we can help you out. We will require photos and information about the damage and, once received, we will make arrangements to have a replacement product sent to you as quickly as possible.

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Payments

What payment methods do you accept?

We accept credit/debit card payments as well as payments via PayPal and Afterpay. We accept most credit and debit cards which carry the Visa, Mastercard and American Express logos. All payments via credit or debit cards occur in our super secure payment system which uses 256-bit SSL technology.

How secure is my payment?

We take payment security seriously so we process all transactions within a secure environment. Using your credit or debit card through our payment system ensures that you are protected by our 256-bit SSL security encryption technology. This means your personal details and card information are encrypted and transferred safely. If you decide to use PayPal to process your order your details will also be protected. PayPal uses industry leading security technology and 24/7 monitoring to keep your financial information private and is one of the most highly trusted methods of payments on the web.

Will I receive a receipt for my order?

Yes, as soon as your order has been processed, you will receive an email from us which will have your payment receipt attached as a PDF document. This receipt will contain all the information you require for warranty and tax purposes. If you pay via PayPal or Afterpay you will also receive additional payment acknowledgement from them. If you have not received an email confirmation within 5 minutes of placing your order it may be worth checking your spam folder as occasionally they can get caught up there.

What is PayPal?

PayPal is a fast and secure online payment platform. If you have a PayPal account, you can use this to pay with an email address and your PayPal password. If you don’t have a PayPal account but would like to set one up then you can do so easily here.

What is Afterpay?

Afterpay is a payment company that allows you to buy what you want today, receive your order as per normal and pay it off in four equal, interest free, fortnightly instalments. Afterpay splits payment for your order over four equal instalments, due every fortnight, and payment is made using the debit or credit card you nominate. Afterpay will remind you when payments are due and will process your payments automatically. For more information about using this payment method, please visit the Afterpay site.

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Shipping & Delivery

How much do I pay for shipping?

We offer FREE shipping to anywhere in Australia for all orders over $80. Orders under $80 will be charged a flat rate of just $9.  Now that’s a good reason to grab a few more cushions!

How long does delivery take?

We ship our products to you as quickly as possible. We aim to process orders within 1-2 business days and we ship all items with Australia Post or a local courier service. Shipping takes 2-10 business days depending on whether you live in a major city or rural area. Once your order has been shipped, we’ll send you the tracking code so you can track the progress of your order.

Will I receive information so I can track my order?

All our orders are sent via Australia Post. As soon as your order has been shipped from our warehouse, you’ll receive an email with the tracking information. You can use these details to track order order to your door.

Do you ship to countries other than Australia?

Our shipping policy only relates to customers who live in Australia. If you live in another country and would like a quote for shipping please contact us. Let us know what you would like to order as well as your shipping address and we’ll let you know if we can ship our products to you.