Help

Please find common questions below and if you need further help, please don’t hesitate to reach out to us via email.

A Guide to Measuring

Use a firm tape measure (ie, a carpenter’s), rather than a flexible measuring tape (ie, a tailor’s) for the most accurate results

Do not order new cushions based on measurements of your existing cushions. Over time, cushions can become worn and the fabric stretched. Using these measurements will result in cushions that may not fit your furniture. Instead, measure the item on which you will use the new cushion. DO NOT measure the old cushion.

When measuring the depth, if your item has a back cushion [i.e. a bench] make sure to subtract the thickness of the seat cushion from the height of the back cushion, if you don’t want the back cushion to be taller than the back support when put into position.   

Also remember to note any ledges on window seats that will affect the thickness.

For trapezoid cushions (i.e. the front of the cushion is wider than the back) measure all four sides and note where the angles are.

Measuring Terminology

When measuring for seat or back cushions for any type of furniture we use certain terminology to describe the measurements to help distinguish the differences, please see our key below.

Seat cushions

  • Width = Side to side
  • Length = Back to front
  • Depth = Thickness of cushion

Back cushion

  • Width = Side to side
  • Height = Top to bottom
  • Depth = Thickness of cushion
How Do I Measure A Window Seat?
How Do I Measure A Bench?
How Do I Measure A Chair?
How Do I Measure A Sofa?
How Do I Measure A Sun Lounger?

Click the Link below (or right click and choose Save File As…) to download the required template:

Download Rectangle Cushion Measuring Template Here

Download Circular Cushion Measuring Template Here

Download Irregular Cushion Measuring Template Here

Download L ShapeCushion Measuring Template Here

Download Square Cushion Measuring Template Here

Download Trapezoid Cushion Measuring Template Here

Download Two Seater Sofa Cushion Measuring Template Here

Soft Foam

Soft Foam

Soft Foam is suitable for all indoor and outdoor back cushions. Providing a more defined shape than loose fillings, soft foam offers minimal maintenance and excellent recovery whilst still being soft and supportive. A perfect combination when combined with foam seats and which will be supplied covered in a dacron wadding to create a luxurious plump finish.

Recommended for: back cushions, daybeds & sofas

Medium Foam

Medium Foam

Medium Foam is a perfect filling for sprung or slatted furniture such as on sofas, chairs and conservatory suites. It’s best suited to seats and offers a medium feel and good support but still has enough give to slightly sink into.

Our medium foam inserts can be cut to any size to slot straight into existing cushion covers and will be supplied covered in a dacron wadding to create a luxurious plump finish.

Recommended for: sofa seat cushions & chairs

Firm Foam

Firm Foam

Firm foam provides a firm stable base giving increased support and excellent recovery, maintaining its shape for years. We will provide firm foam covered in a dacron wadding which rounds off the corners and creates a plump look achieving a more luxurious finish.

Recommended for: hard based seatingsuch as window seats, stools, benches, chairs

QuickDry Foam

QuickDryFoam – Outdoor

Medium QuickDryFoam® is specifically formulated for outdoor furniture and marine applications. QuickDryFoam has large open pores which permit maximum water drainage and air circulation allowing it to dry quickly after being wet.

In-built antimicrobial protection prohibits the growth of mould and fungus inside outdoor cushions even when left outdoors for long periods.
Recommended for: all outdoor cushions but also ideal for use under indoor cushions and mattresses where it helps promote air circulation to help prevent condensation.

Comfy Fill Fibre

Comfy Fill Fibre

Comfyfill consists of small balls of hollow, siliconised polyester fibres making it more comfortable, resilient and durable than Cushionfill.

Recommended for: Indoor back and scatter cushions

Feather Fill

Feather Fill

Featherfill is 100% feather, the ultimate in luxury and comfort.

Recommended for: seat and back cushions

Ergo Fill

Ergofill Fibre & Foam

Ergofill is a revolutionary seat and back cushion fill utilising specially cut foam mixed 50/50 with siliconised polyester fibre to give a feather and down look and feel, but with a much higher level of resilience and comfort. Ergofill is guaranteed for five years in domestic furniture.

How Much Should I Supply?

We will give you a guide on this, but we will need the following information:

Is there a repeat?

Is the fabric striped?

What width is your fabric?

If available, please include the following information about your fabric:

  • Supplier
  • Pattern
  • Color
  • Description

Where and When to Send the Fabric?

LABELING

If you are using a different fabric for the trim [piping], please clearly indicate which fabric will be used for the piping.

If the fabric is doubled sided, please state clearly which side you would like to be the side which should be visible.

It is very important that you attach a copy of your invoice to your fabric so that we can match the fabric to you order. If you cannot send a copy of your invoice, please attach the following information to the fabric: your name, invoice number, shipping address, phone number, and e-mail address.

POSTING

Please send your fabric to the following address:

Creative Upholstery

4-6 Keeling Road
Henderson
Auckland

We advise sending the fabric as a signed for item as we cannot take any responsibility for fabric lost in the post.

How Do I Place An Order?

Browse through our products to find what you want by using the menu along the top of the screen.

For all bespoke items a quote is required. You’ll need to know the quantity, dimensions required, the fabric you would like to use and finishes you would like.  Please click on the ‘Get Quote’ button on the selected bespoke item you would like and fill in the details an email quote will be sent in return.

When you have chosen all of your items, click on the “Checkout” button and follow the very simple instructions on screen through our secure checkout process.

If you have any difficulty placing your order online please do not hesitate to contact us.

Can I Cancel An Order Online?

In some circumstances we may be able to cancel your order, so please call us. However, if you’ve received email confirmation that your order has already been dispatched or delivered, then you’ll need to follow our returns policy  in the event of any unwanted products.

Can I Change My Order?

We’re sorry that in most circumstances it’s not possible to make changes to your order once you’ve placed it. Please contact us immediately to see if this is possible.

If you’d like to add items, please place a new order.

For unwanted items, please follow our returns policy once you’ve received your order.

How Will I Know If You Have Successfully Received My Order?

Once you have placed your order you will receive an order confirmation email at the email address you specified.

This email will contain a summary of the products you ordered, the total cost and includes an order number which you can quote if you have any queries regarding the status of your order.

You will receive a further email as soon as your order has been dispatched, indicating the order is now on its way to you.

If for any reason you don’t receive an email please contact us. 

CAN I UPDATE MY ACCOUNT DETAILS INCLUDING NAME, ADDRESS, EMAIL AND PHONE NUMBER?

Yes you can. If you would like to update any account details, please log into your account through www.thecushioncompany.co.nz.  Click on Login in the top right hand corner. You can then update your personal information.

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

No you don’t. If it is the first time you have placed an order with us there is no need to register your details if you are in a hurry. Click on ‘Guest Checkout’ and follow the instructions.

HOW DO I PAY FOR MY ORDER?

For non-bespoke items, simply click on ‘Checkout’ after you have chosen your product/s, and you’ll be guided through the payment process.

We offer various ways for you to pay for your order, including: Visa, MasterCard,PayPal, Direct Bank Transfer and over the phone. We currently can’t accept EFTPOS.

For bespoke items, once you have accepted your quote an invoice will be sent with a link to make payment via one of the above methods. Alternatively you will be able to make payment over the phone.

WHICH PAYMENT OPTIONS DO YOU ACCEPT?

We offer various ways for you to pay for your order, including: Visa; MasterCard;PayPal; Direct Bank Transfer and over the phone. We currently can’t accept EFTPOS.

DO YOU ACCEPT PAYPAL?

Yes we do.  We accept PayPal for all orders.

WHY HAS MY PAYMENT BEEN REFUSED?

Please contact your card issuer for details on why your card was refused.

I'M UNHAPPY ABOUT BUYING GOODS ONLINE - IS THERE ANOTHER WAY I CAN ORDER?

Yes, you can call us and we can process your payment over the phone using ANZ fastpay app. We can accept Visa and Mastercard credit and debit payments this way.

WHEN WILL I BE CHARGED FOR MY ORDER?

For non-bespoke items, payment will be taken on checkout.

All bespoke items will be charged on final confirmation of order. Bespoke items will not be put into production until full payment has been received.

DO YOU ACCEPT VISA EFTPOS?

No, sorry we don’t accept Eftpos online or over the phone at the moment.

I'VE USED THE WRONG CREDIT CARD FOR MY ORDER - CAN I CHANGE THE PAYMENT METHOD?

We’re sorry but once your order has been placed, we’re unable to change your payment method. You would need to cancel your order, and then place it again using your preferred payment method.

I HAVE A QUERY REGARDING MY TRANSACTION.

If you want to query a transaction please contact us here.

ARE MY CREDIT OR DEBIT CARD DETAILS SAVED IN MY ACCOUNT?

We process payment via a third party facility, such as Stripe an/or Paypal which stores and encrypts your credit card details.

DO YOU ACCEPT CHEQUES?

This is not a routine payment method, but you can request it by contact us. Please note production will not commence until the cheque has cleared in our account.

HOW MUCH DOES DELIVERY COST?

We have partnerships with major freight providers, both national and international to offer you trustworthy and reliable services. Some sample prices are below:

North Island

Local Auckland Area [covering Albany to Takanini] $9

The rest of the north island including rural areas  $18

 South Island

All of south island including rural areas $25

HOW LONG DOES DELIVERY TAKE?

Bespoke products and cut fabric generally need a production time of 5 to 28 working days before they are shipped, depending on the item.

Parcels will be delivered within 1 to 3 working days of leaving our workshop, depending on your location in New Zealand. You can generally expect your parcel 8-30 working days from the time you placed the order.

You will receive an email notification as soon as we ship your parcel. If you have not received your order within 3 working days thereafter please contact us and we will follow up on the status of your delivery.

We use couriers for all our New Zealand deliveries therefore every parcel is tracked. If you would like to know the status of your delivery, email us for your tracking number and you can call the courier to check on progress.

CAN I CHANGE MY DELIVERY ADDRESS?

When placing your order, you can add a different delivery address if you wish.

If you’ve already placed your order and need to change details of the delivery address please contact us immediately.  Please be ready to quote your order number and order date.

This can only be completed before your order has been dispatched.

MY DELIVERY HAS ARRIVED DAMAGED - WHAT ARE MY OPTIONS?

We’re very sorry to hear your items were damaged.  Please contact us with your order confirmation number ready and we’ll be happy to discuss your options.

Do You Ship Internationally?

We have partnerships with major freight providers, both national and international to offer you trustworthy and reliable services.

WHAT IS YOUR RETURNS POLICY?

Cut Fabric

Cut fabric cannot be returned, refunded or exchanged unless faulty. If your cut fabric purchased is faulty, damaged or not as described please contact us within 7 working days of receipt of your goods and we will be happy to discuss a replacement or a full refund.

Bespoke Items

If you are in any way unhappy with your purchase of a bespoke item please contact us within 7 working days of receipt of your goods and we will be happy to discuss the problem.

Please note that due to the product being made for your bespoke requirements, all bespoke items are non returnable unless faulty or do not meet product specification. We are happy to help remedy any problem with the product where possible.

HOW DO I RETURN AN UNWANTED ITEM?

Due to the bespoke nature of our items, unless they are damaged or faulty, we do not offer returns. If your item has arrived damaged or faulty, we apologise sincerely. Please refer to the tab ‘How do I return a faulty item?’

HOW DO I RETURN A FAULTY ITEM?

If you intend to return a faulty item, please let us know prior and within 30 days of purchase, then you can return the item for exchange or refund. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item but only if agreed prior.

We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed and the damage caused to the product is clearly due to wear and tear or misuse.

We believe helping you grow your business will help us to grow ours.

If you are interested in using our services or finding out about volume discounts, please don’t hesitate to get in touch at [email protected]