Your Questions Answered


Shipping

When do you ship my order?

We send all orders to the manufacturer for dispatch within 24 hours after the order is placed. The manufacturer and our shipping carriers process the orders, which takes an additional 2–4 days.

How long will it take for my order to arrive?

This depends on whether it is a U.S. or International order.

U.S. orders are shipped by ePacket, which is a U.S. Postal Service product. After processing and leaving the warehouse, items usually take between 7-14 days to arrive at their destination. It tends to be closer to seven, but some packages may take a little bit longer. If ever you have been waiting more than 14 days for a package, feel free to contact us at support@cushionsinternational.com.

International orders usually take around 15–30 business days.

    Which shipping carriers do you use?

    We use the U.S. Postal Service and China Post Air Mail. This allows us to offer free worldwide shipping on every order.

    How do I upgrade to express shipping?

    At this time, we only have standard free shipping available, and the shipping times will vary depending on where you live. For more information on shipping times, please refer to our Shipping & Delivery page.

    How do I track my order?

    We will send you tracking information via the email address associated with your order once the item has shipped. If you have not received your tracking information and it has been more than two business days, please contact us at support@cushionsinternational.com.

    Where is my package?

    We send all orders to the manufacturer for dispatch within 24 hours after the order is placed. The manufacturer and our shipping carriers process the orders, which takes an additional 2–4 days.

    We send you tracking information via the email address associated with your order once the item has shipped. Inside this email, you will find a clickable tracking number that will tell you exactly the location of your package. If you are having trouble viewing this information, feel free to contact us at support@cushionsinternational.com.

    I ordered multiple items but received only one.

    When you order multiple items at a time, individual items are shipped as soon as they are processed. This means we can get your items to you faster. Although you may receive one item before the next, there is no need to worry. The rest of your items are on the way.

    What are your shipping rates?

    We work hard to keep things simple for our customers, so we gladly offer free shipping on every order - worldwide!

    Where do you ship?

    We ship all around the world. Unless it is explicitly stated on the product page, we have you covered.

    Do I have to pay customs fees?

    Customs fees depend on the laws of your country. In the majority of cases, you are not required to pay any customs fees. We mark all our orders as low-value gifts. Furthermore, we send larger orders in separate packages to avoid such charges.

    Returns

    How do I return an item?

    Our 30-Day Satisfaction Guarantee

    Sometimes things don’t work out as planned. If your order isn’t as it should be, you have 30-days from receipt of delivery to return it for a refund.

    If we sent you the wrong order by mistake, or you received something that became damaged during its journey to you, we will provide a full refund including shipping.

    If the return is due to a change of mind or is an unwanted gift purchase, it is worth noting that the refund will not include the original shipping fee. Unwanted gifts can be refunded to the original purchaser’s method of payment.

    We would prefer it if the items you returned were in the original condition and the original packaging — it’s easier for us that way — but of course, we understand that things happen.

    You can contact our Manchester-based member services team to initiate a return or for any other issues. Rest assured, your satisfaction is our top priority, and we will do everything we can to take care of you. You can email us at support@cushionsinternational.com.

    Payment

    What are my payment options?

    We accept PayPal, Visa, MasterCard, American Express, and Apple Pay.

    Ordering

    How safe is it to order online at this store?

    This store is powered by Shopify, the PCI compliant shopping cart and hosting platform – one of the most secure eCommerce platforms there is.

    Payments are handled by Shopify Payments – Powered by Stripe, PayPal, and Apple Pay – the safest payment processing services on the web.

    Why have I not received any order confirmation details?

    Most times this is because our customers entered the wrong email address by mistake when ordering. If this is you, please contact our customer support team at support@cushionsinternational.com, and we will take a look at your order details including the email address we have on file for you.

    How do I change my order after it has been placed?

    Email us at support@cushionsinternational.com immediately upon realising that something may be wrong with your order. We cannot guarantee that your order will be updated in time before your item(s) are shipped, so please contact us as soon as possible. Your satisfaction is our top priority, and we will do everything we can to take care of you.

    How do I cancel an order?

    Email us at support@cushionsinternational.com stating the order number that you wish to cancel. We will take care of the rest. If your item has already been shipped, please read How do I return an item? above.

    Other

    What is your privacy policy?

    Click here for our privacy policy.

    My question is not listed above.

    At Cushions Int. customer support is essential to us. If you have a question that has not been answered on this page, our support team will be happy to hear from you at support@cushionsinternational.com.


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