FAQ

SHIPPING & HANDLING 

I would like to know how much is postage and handling
Postage and handling is flat rate at $5.95 and all orders over $99 receive free standard shipping.

I want to know where do you deliver to
We deliver Australia-wide wherever Australia Post is able to deliver.

I would like to know when will I receive my order
We endeavor to ship out your items within 48 hours during normal business days. You will receive a shipment confirmation with tracking information once ready. Your item (s) will be shipped from Gold Coast, QLD and the time to reach you is dependent on your location and courier conditions.

Typically, customers in QLD/NSW/VIC will get their items within a shorter duration compared to customers based in WA, SA, TAS or NT.

To get the most accurate information regarding your parcel, please track your item online.

If you think something went wrong with your delivery, simply contact us at hello@miragehaven.com.au and we will get back to you as soon as possible.

I would like my order to be sent to a PO Box or Parcel Locker address
Not all items can be delivered to PO boxes and parcel lockers, we are only sending small items weighing less than 5kg to PO boxes and Parcel Lockers at this stage.

Bulky items such as cushion inserts are delivered via reputable national couriers, so we would appreciate if you can provide a physical address.

Will all items be delivered at the same time?
Our cushion covers and inserts ship out from two separate facilities around Australia and this means they will ship from different locations and may not arrive at the same time.

Once an item has left our warehouse, you will be sent a "shipped" email confirmation with tracking details. The email will specify which items have shipped and you will receive a separate email for items from multiple warehouses.

I would like to purchase your items but I live outside Australia
All our cushion covers (apart from cushion inserts) are available for purchase worldwide directly on our website.

 

PRODUCT

I want to know where my item is made.
Our cushions covers are designed in Australia, and produced in a world-class facility in the Asian Pacific region. Our cushions are made alongside with some of the biggest homewares brands seen in the US.

I want to know if your cushion designs are really what they say.
Our cushions covers are designed to capitalise on the economics of scale.  Using from a small pool of selected premium fabrics and colours, we are able to reap lower costs and offer better value.

I want to know why you don't include inserts in your products.
Our cushions covers and cushion inserts are sold separately, which make it easier for customers to get new furnishings or swap out their existing cushions, depending on their own budget, circumstances and preferences.

Inserts are bulky and can be costly to store, pack and post. Our inserts are made to order to reduce inventory and logistics pressure.

This in turns trim down unnecessary markups and we can focus on delivering a premium product, without compromising on product quality.

 

POST PURCHASE

I received a faulty/damaged product
We are really sorry if there is something wrong with your order. In the unlikely event of receiving a damaged product, simply contact us at hello@miragehaven.com.au and let us know what happened.

Good quality pictures taken with a camera or smartphone are always appreciated to allow us to understand better and improve. Do not remove the product from the original packaging when taking the photo.

Please include your name, your order number, contact details and state whether you'd prefer a refund or a replacement.

Damaged items will be replaced as soon as possible if the stock item is still available, or when the next shipment arrives.

In the unfortunate event of a single-run item that is sold out, we can only offer you the next colour choice, or a similar design. But of course, we will only proceed with your consent.

If you are not satisfied in any way, we will offer 100% refund for your damaged product(s) within 14 working days from our last communication.

We will make every effort to get back to you as soon as possible.



RETURNS & EXCHANGES

I would like to return/exchange my item(s)
We implore that you choose your items carefully as exchanges or refunds are not provided for change of mind. Sale items are non-refundable.

We thoroughly check each item we send out but in the event that you are not entirely satisfied, and in compliance with Australian Consumer Law, we are happy to provide an exchange or refund under the following circumstances:
Items are faulty or damaged upon receipt:

A receipt or proof of purchase is provided. Contact us within 7 days of receipt at hello@miragehaven.com.au

The items are returned to us within 14 days. Please ensure the items are returned unused/unopened, and in their original condition as was shipped to you.

Once your return is received & inspected, we will notify you. If approved, then the refund will be processed and a credit will automatically be applied to your credit card or original method of payment.

 

PAYMENT

I would like to know my payment options
We accept Paypal, American Express, Visa and Mastercard and Apple Pay. We also have Afterpay, Klarna, and Humm.

We understand not all people have access to credit cards and Paypal. If you need to pay by bank transfer, please email us at hello@miragehaven.com.au with the items name and quantity you would like to purchase and we can arrange an invoice to you as soon as possible.



WHOLESALE

I would like to apply for a trade account
To apply for a trade account, contact us here or email us at hello@miragehaven.com.au

 

OTHERS

I would like to visit a showroom
We currently do not have a showroom for you to view the products. But we are working on establishing this service in the near future.

I am a journalist and wish to contact you
Email us at hello@miragehaven.com.au or reach us by using the Contact Us form here.

I would like to know more about Mirage Haven
Email us at hello@miragehaven.com.au or stay connected with us socially on Instagram or Facebook.