Got Cushion Questions? We've Got Answers
Available every day: 9am–5pm (AEST)
Exchange & Refunds
Can i exchange my cushions?
Can i exchange my cushions?
We are happy to offer an exchange of your product for something else on our online store. Please see conditions below that apply to the exchange:
- All exchanges must be unused and in their original condition (including all original packaging).
- You must complete your exchange within 14 days of the date of your order. Please get in touch with us via the contact us page.
- You are responsible for the costs of sending the purchased product/s back to us.
- Any difference in price of the replacement products will be refunded or charged accordingly.
- The original shipping costs to you are not refunded.
What is your refund policy?
What is your refund policy?
We want to make sure our clients are 100% happy. Should you change your mind about your purchase, you have the option of returning the item within 14 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 us page. 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.
- Refunds will be processed to the same method used at checkout.
Do you offer exchange/refunds on custom orders?
Do you offer exchange/refunds on custom orders?
Unfortunately we cannot provide you an exchange or refund on any custom made orders as we cannot return your items back into our inventory as your custom order is unique to you and your requirements.
Please be sure about the fabric you have chosen and make sure that you have seen a sample before you make a custom order with us.
Cushion Care
How do I care for my feather cushions?
How do I care for my feather cushions?
We hope your tush is loving your new cush’. And keeping your neck supported during your late night binging or early morning coffee ritual. That’s what they’re for!
Here are a couple of tips to keep your cushion in tip top shape for years to come.
- Plump them up each day to keep the filling evenly distributed.
- Rotate them every week to ensure even wear — even if you sat on one all day scrolling the ‘gram on Sunday.
- Spot clean as needed to prevent permanent stains using a gentle feather and down cleaning fluid. Clean off any dry matter first, and use a clean damp cloth or sponge. Don’t saturate the cushion and allow it to dry fully before putting the cushion cover back on.
- Professionally clean them once a year or as needed
How do i take care for my polyester cushions?
How do i take care for my polyester cushions?
Here are a couple of tips to keep your cushion in tip top shape for years to come.
- Plump them up each day to keep the filling evenly distributed. Psst — it takes longer to brush your teeth.
- Rotate them every week to ensure even wear.
- Spot clean as needed using a damp cloth or sponge and a gentle cleaning liquid.
- While professional cleaning is recommended, you can clean them on a gentle or handwash cycle. Use minimal detergent, hot water and set the spin cycle to get the most excess water out of your cushion. Turn them inside out and hang them to dry. Just don’t forget to turn and plump them regularly until they’re fully dry.
Shipping & Delivery
How much is delivery?
How much is delivery?
At Newline Cushions, we believe in transparent pricing with no surprises.
Whether you're in Melbourne, Darwin, or anywhere in between, all Australian customers enjoy the same flat rate for shipping — which just so happens to be our favourite number: $0.
That’s right — shipping is completely free Australia-wide.
When will my cushions be dispatched after order is placed?
When will my cushions be dispatched after order is placed?
Newline Cushions parcels are sent via Australia Post using their standard shipping service.
Standard delivery is 2-7 business days for major cities and 4-8 business days for NZ. More remote interstate locations within Australia may experience a longer delivery timeframe. Please keep in mind that these delivery times may not be met if a fabric is on back order. If this is the case we will contact you to advise you of the delay.
For more information on delivery timeframes please visit the Australia Post website here. Delivery times are provided as a guide only and we do not take into account possible delay by external freight services. We cannot be held responsible for any delay in delivery.
All orders are shipped from our Melbourne warehouse and are sent via Australia Post. If you have questions about the arrival of your order, drop us a line at design@newlinecushions.com.au
Our warehouse team takes a much-deserved break on weekends and public holidays, so orders placed on those days will be shipped the following business day.
How will I know my order has been dispatched?
How will I know my order has been dispatched?
You will receive an email notification when your order has been dispatched, to help you track your items.
If you have not received any email communication from us, please contact us via phone to enquire about your order.
We aim to deliver your purchase as quickly as possible, there may be times where we are unable to ship all items within the same delivery due to fabric availability. Please check your despatch email for information about whether items will be despatched together or separately.
Can my order be delivered to a PO Box?
Can my order be delivered to a PO Box?
No, orders cannot be delivered to PO Boxes or Parcel Lockers.
Do you ship internationally?
Do you ship internationally?
We currently supply to the Australian market & New Zealand market.
Please get in touch to get your hands on our goods through our contact page or email Adriana directly on adriana@newlinecush.wpengine.com
Payments
What payment methods do you accept?
What payment methods do you accept?
We accept credit card and debit card payments as well as payments via PayPal and Afterpay. All payments via credit or debit cards occur on our super secure payment system which uses 256-bit SSL technology.
Paypal
Paypal
For our customers who prefer to shop with PayPal, we accept online payments via PayPal. This form of payment is safe and secure with Newline Cushions and the payment details and transaction are handled and processed directly in the PayPal portal.
Afterpay
Afterpay
Newline Cushions has partnered with Afterpay to bring you a simple, interest-free payment plan.
Simply add your selection to your shopping bag, checkout and select Afterpay as your payment option.
To create an Afterpay account you will need:
- A Visa or Mastercard credit or debit card
- To be 18 years of age or older
- To be living in Australia
Shop now, take home today and make 4 x interest free payments every 2 weeks.
For full terms and conditions please see afterpay.com.au/terms
Custom Orders
Do you make custom made cushions?
Do you make custom made cushions?
Yes, we certainly do. We have a minimum order quantity of x4 cushions.
Get in touch with us via our contact page or email Adriana directly adriana@newlinecushions.com.au to discuss your requirements. We will need to know;
- The amount of cushions you require
- The fabric name/s,
- Supplier name
- Insert preference (feather or polyester fibre)
- Please also state where you are located and the time frame you require your order.
How much does it cost to have custom cushions made?
How much does it cost to have custom cushions made?
This all depends on the fabric/s you have chosen and how many cushions you require. Once we have all the info we need we are happy to provide you with a no obligation quote.
Being your cushion and fabric experts we can also offer you more cost effective solutions if you are open to this once we know more about your project. We do offer competitive pricing and will be able to find something to suit everyone’s budget.
Can I use my own fabric to have cushions made?
Can I use my own fabric to have cushions made?
Short answer - Yes. However we do require a minimum of x4 cushions to be made using the fabric you have supplied.
