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FAQ

COVID-19 Update

Thanks for checking in! As an online store we are definitely open and operating as usual.

Please note the biggest issue we are facing in our day to day operations is postage delays across both the Australian and International network.

Please be patient and know postage services are working as quick as they can to clear all the backlog as well as the new found influx of online orders into the network along with limited flights and social distancing procedures in place.

Please allow double the amount of time for parcels to arrive than what they normally would in a non-crisis situation.

Feel free to contact me with any questions.

Who makes the cushions?

That would be me! Emma here, the owner, designer, seamstress, cushion stuffer, order packer, admin girl behind the scenes. I wear a lot of hats behind the scenes here but yes I am the one who individually cuts, sews and stuffs every single cushion . If you wanted to know a bit more about the biz see here.

Are all the Cushions in stock?

Every cushion is individually handmade to order. I don’t have them made up ready to go as I just don’t have to space to store that many cushions. Please see information below about turnaround times.

The only exception to this is any limited release cushions. These are made up and just need stuffing to be added. 

What is the turnaround time?

I work on an average 1-2 week turnaround time to make your cushions once you have placed your order then postage time is on top of that. Quite often orders will be processed quicker than this depending on my workload. Feel free to contact me if you need your order by a certain date and I can let you know whether I can accomodate your request.

Can I order custom colours?

Can’t find the right colour to suit your space? I totally understand! I try to offer a variety of colours to cater for most styles but perhaps the don’t suit your styling. I’m happy to see if I can find the right colour for you! I cannot guarantee I will be able to source what you’re after but if you want something different please contact me and we can discuss it.

What are the cushion sizes?

Please check each seperate listing for cushion measurements. As they are all individually handmade the measurements can differ by +/- approximately 2 cm.

They are all designed in sizes to compliment each other so you can mix and match styles if you wish and the sizes will still work.

If you are still unsure on sizing feel free to contact me.

Do you Ship Internationally?

I certainly do! International Shipping is available via International Tracked Courier Services to most countries worldwide excluding: USA, Canada, Russia, Ukraine, Cuba, North Korea, Iran, Syria, Sudan. I am currently working through the new VAT changes for the UK so shipping there is currently suspended.

Postage price is calculated by weight so the best thing to do is add your items to the cart and it quote you the postage costs before you proceed with the order at checkout.

What are the Shipping Prices?

Domestic Orders

For all Australian orders there is a flat rate fee that varies between $8-$15.  Small cushions $8, Large cushions $10 and Large combo packs $15. Postage will automatically figure out the correct flat rate for you, eg: 2 x small cushions & 1 x large cushion = total postage price of $10

International Orders

Postage price is calculated by weight so the best thing to do is add your items to the cart and it quote you the postage costs before you proceed with the order at checkout.

How long does Shipping take?

I am located in Western Australia so most domestic orders will take approximately 7 business days +/- 2 business days depending on your location.

For International Orders:

New Zealand: Approx 7 Business Days

Asia & South Pacific: Approx 12 Business Days

Rest of the World: Approx 14 Business Days

Please note these are all based on normal postage times. An extreme circumstances, eg: natural disasters, global pandemics, etc. can cause major delays in the network and cause these times to at least double.

 

When can I expect my parcel?

All domestic orders are sent with tracking via Sendle/Aus Post and you will be provided with a tracking link via email once your order has been sent.

International orders are sent via DHL and you will be provided with a tracking link via email once your order has been sent.

Please check your tracking link to see where your parcel might be located. If it is past the estimated time it should take for your parcel to arrive please let me know and I will look into this for you.

I'm interested in becoming a Stockist. Is that possible?

How exciting! I have some beautiful stockists on board already offering both Wholesale and Dropshipping across a select range of my cushions. But I am always excited to hear from you if you would like to add my cushions to your range. For further information please see here

What payment methods do you accept?

Payment methods accepted are Paypal, Credit Card and Afterpay (Australian customers only)

Still haven’t got your question answered? Fill in the form below and I’ll be happy to help you out!

Thanks Em

CONTACT PEPPERMINT TREE CREATIONS

Email Address

pepperminttreecreations@gmail.com

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