RETURNS AND REFUNDS POLICY
I’ve decided I don’t want this item, what’s your returns policy?
We totally get it, and thanks for asking! We have a 30-day return/exchange window in which you can return your order for a refund, exchange, or store credit. To return it, the product(s) must be in original condition, fully intact with the original packaging and tags. If the product is received with any signs of wear and tear, an additional fee may be deducted from the refund, at our discretion.
Once we’ve received and inspected your return, we will process the exchange, refund, or store credit. It can take up to 3-5 business days to process the return once it is received.
Want to go ahead and process a return? Click the link here to head to our Returns Portal! After a return has been processed in our system, you will have 14 business days to ship the product back to us. Inactive returns will be automatically cancelled after this window.
PS: You’ll need your order number and the email or shipping post code associated with the order to start your return! Can’t find it? Reach out to our team here for help!
Did your order arrive to you damaged or did you receive the wrong product? Reach out to our customer service team and they’d love to assist!
Are there any additional fees if I want to return my product?
Great question and yes, there are! All return shipping costs are the responsibility of the customer, unless otherwise specified. There is also a restocking fee* of 10% (not to exceed $100) that will be deducted from your refund. We recommend sending your order back with a trackable service as we are not responsible for lost or damaged returns.
*Restocking fees are waived for exchanges.
I bought something that was final sale, can I still return it?
Any orders that are final sale, warehouse sale, clearance or made to order are excluded from our returns policy.
I received my product damaged, what can I do?
We sincerely apologise and would love to get this fixed for you! Please fill out the form here. Be sure to include photos of the damage on the form. After the damage has been reviewed by our team, we will arrange for either the necessary replacement parts to be shipped for repairs or a full replacement of your order. If the item isn’t available anymore, we will issue a full refund back to your original payment method.
If we request for a return of the faulty item, we ask that you please ship it back in its original packaging with all tags in place.
Do you have a warranty available on your products?
All our products have a 12-month guarantee from faults and defects caused in the manufacturing process.
Please note, damage caused by high winds, misuse during high winds and negligent use will void your warranty. Please also check your products CARE instructions outlined on our website to ensure your item has been cared for in the correct manner and not in a way that may void your warranty.
If you experience a warranty fault or damage on your products in this year time frame, please fill out the form here. Once we have inspected the damage/fault on your product, we will proceed with either shipping the necessary replacement parts to repair your item, processing a return for us to repair the item at our warehouse, or proceeding with and exchange to send a full replacement of your order once we have received and inspected the damage. If the item isn’t available to replace due to going out of stock or being discontinued, we will issue a full refund back to your original payment method or arrange for a different product in our inventory to be sent out to you.
Questions on what’s covered in the warranty? Check out the terms and conditions here.
SHIPPING INFORMATION
You can see all our shipping info here.
PRICING INFORMATION
All our pricing is subject to change. Please note that all indicated product prices and payments made on this site are all in AUD dollar currency.
Are you in the US and found yourself on the wrong site? Check out our American website here.
I found the same item at a shop around the corner for a lower price, will you price match?
Yes! We honour price matching for identical UPC products, you’ll just want to make sure the retailer has the exact UPC in stock. If they are sold out, we sadly cannot honour the same price. Reach out to our Customer Service team here and we will be able to help you with that price match!
I love a discount; how can I use my code?
All you’ve got to do is enter your code at check out, and you will be set. All online orders have a maximum of one discount code or promotion per order. Neither can be used in conjunction with any other offers.
*Free shipping promotions do not apply to heavy items. Please see shipping information above for more details.
I missed your sale and really want that discount! Is there anything you can do?
We will honour all discounts on orders made up to 7 business days before the sale began or after the sale has finished. Just reach out to our Customer Service team here to submit your request.
ORDERING & AVAILABILITY
The item I really wanted is out of stock, how can I find out when it will be back?
So sorry about that! But no worries, sign up to be notified when the product is back in stock on the product page! All you need to do is press the “Notify Me When Available” button, enter in your email, then we will email you the moment that product is back on our shelves.
My order went out of stock after I purchased it, what happens now?
Sometimes our system doesn’t update in time and things like this can happen. If this happens to you, you will receive an email from our Customer Service team promptly, and they will offer to send you a replacement in another style, store credit to purchase something new, or a full refund to your original payment method.
What if I pre-ordered a product?
If you pre-ordered a product, the date of delivery is an approximate and may vary. We cannot guarantee arrival on a particular date. If the approximate is subject to change, you will be notified by email from our team!
I changed my mind about my order, can I edit it or cancel it?
We’re sorry to hear! Our fulfillment centre works very quickly, with shipping out orders as early as an hour after it has been placed, so unfortuntely once an order has been placed, we are unable to edit or cancel it.
Do you have trade accounts or offer wholesale opportunities?
Yes we do! If you would like to sign up for Trade, you can do so here. To get in contact with the wholesale team, fill out the form in relation to your region here.
PRODUCTS
OUTDOOR PILLOWS & CUSHIONS
What is the weight limit for the reclining lounger?
250lbs/115kgs
How do I use the reclining lounger?
To adjust the recline setting push the backrest up or forward, you will hear a click for each recline setting. To reset to flat, push all the way forward until you no longer here any clicks and allow the backrest to fall flat. Do not push back on the backrest to change the setting, this could damage the mechanism.
How do I care for the cushions if they get dirty?
1. Brush off loose dirt.
2. Spray on a cleaning solution of water and mild soap.
3. Use a cloth, sponge or very soft bristle brush to clean.
4. Rinse thoroughly until all soap residue is removed.
5. Air dry. Do not machine wash or dry clean.
Can I leave the cushions outside when not using them?
The cushions are designed to withstand the elements however we recommend storing them undercover when not in use to prolong the life and protect from dust and dirt.
Can I throw my pillows in the washing machine?
No, please hand wash only.
Can I remove all the pillow & cushion covers to wash?
All Throw Pillows and The Modular Pillow Stack have removeable covers. The Floor pillow and Reclining pillow lounger are not removeable.
How do these come packaged?
All Throw pillows are packaged in Biodegradable poly bags. The Modular Pillow stack and Reclining Pillow Lounger are packaged in recyclable cardboard boxes.
CONTACT DETAILS
Something we didn’t answer for you above, or you just want to say hi? Contact us here.
