Shipping policy

1. Processing Times

In-Stock Items

Orders for in-stock items are usually processed and dispatched within 2 business days from Melbourne.
(Processing times may vary slightly during sale periods or high order volumes.)

Pre-Order & Made-to-Order Items

Some of our pieces are made-to-order.

  • Expected production time is 6–8 weeks, but may take longer during peak seasons, high-demand periods, or due to unforeseen supplier or logistics delays.
  • Once ready, they will be shipped immediately.
  • You will receive a notification as soon as the order has been dispatched.

If your order contains both in-stock and pre-order items, they may ship separately.

2. Shipping Timeframes

Delivery timeframes vary depending on your location and the courier.
Typical delivery windows are:

  • Metro areas: 3–7 business days
  • Regional areas: 5–10 business days
  • Remote areas: may take longer

These are estimates only and not guaranteed timeframes. If your delivery is taking significantly longer than the window above, please get in touch and we’ll chase it up with the courier.

3. Shipping Costs

  • Free Shipping: We offer free standard shipping on orders over $250 to VIC, NSW, QLD, SA, and ACT.
  • Shipping to WA, NT, and TAS is calculated by our carrier at checkout based on your location and order size.

4. Tracking Your Order

Once your order has been shipped, you will receive an email containing:

  • Your tracking number
  • Courier details
  • A link to track your parcel in real time

If you don’t receive tracking after dispatch, please contact us at info@cushynest.com.au.

5. Delivery Issues & Delays

We work hard to get your order to you as quickly as possible, but sometimes delays may occur due to factors outside our control, including:

  • Courier delays
  • Extreme weather
  • Peak season demand
  • Operational delays

While we can’t control courier timeframes, your order remains our responsibility until it reaches you. If your parcel is significantly delayed, lost, or stolen in transit, please contact us at info@cushynest.com.au and we will sort it out — either by tracing the parcel with the courier, sending a replacement, or providing a refund.

6. Incorrect Address / Failed Delivery

Please ensure your shipping address is correct at checkout.

  • Orders returned to us due to an incorrect or incomplete address may incur a re-delivery fee, charged at cost. We will confirm this amount with you before re-sending.
  • If an order is returned unclaimed or undeliverable, we will contact you to arrange re-shipment.

7. Pre-Order & Made-to-Order Terms

Pre-order items are out-of-stock sizes from an upcoming restock — you’re securing your size early. Made-to-order items are produced specifically for your order and will not be available as general stock.

  • If you need to cancel, please email us at info@cushynest.com.au as soon as possible, ideally within 48 hours of placing your order. We can cancel at any point before production has commenced, and you will receive a full refund.
  • Once production has begun, these items cannot be cancelled for change of mind.
  • Expected production time is 6–8 weeks, but may take longer during peak seasons, high-demand periods, or due to unforeseen supplier or logistics delays.
  • Shipping occurs immediately once your item is ready.

Full details can be found in our Refund Policy.

8. Missing, Damaged, or Faulty Items

If your item arrives damaged or faulty, or you receive the wrong item, please contact us at info@cushynest.com.au with your order number and photos of the issue.

Letting us know within 48 hours of delivery helps us resolve things quickly and lodge a claim with our courier, but this is a request, not a deadline. Your rights under the Australian Consumer Law are not affected by when you contact us.

If part of your order is missing, please check whether it was shipped separately (see Section 1) before getting in touch, then let us know and we’ll track it down.

We will cover the return shipping cost for faulty items and arrange collection where the item is large or heavy. For the full range of remedies available to you, please see Section 3 of our Refund Policy.

9. Questions? We’re Here to Help.

For any shipping enquiries or support, contact our customer team at info@cushynest.com.au.
We aim to reply as quickly as possible during business hours.