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    We've racked our brains to think of some the questions you might have....

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    Can I return my purchase if I change my mind?

    Absolutely. We appreciate that it can be difficult to visualise how your purchase might look in your space. We want you to be completely happy so you can return your unwanted items for FREE.

    However, please note that we have a NO REFUND policy for sale items and we cannot offer free returns for customers outside Australia.

    Please refer to our Returns page for our procedure instructions.

     

    Can I exchange my purchase for another product if I’ve changed my mind?

    If you’ve changed your mind we will refund your original order and you can begin a new order online.

     

    What if the product is faulty?

    We take great care to check the quality of the cushions before we dispatch them but if a faulty item slips through the net it can most definitely be replaced or exchanged with free postage.

    Similarly if we have sent you the wrong cushion in error it can be replaced or exchanged with free postage. We will liaise with you directly to confirm if you would like to replace, exchange or get a refund.

    Follow our regular returns procedure, fill in the appropriate code and we will be in touch. For more information refer to our Returns page.

     

    How long will it take for my item to be sent?

    If the item is in stock your package will be dispatched within 3 days of receiving your order. If your item is a ‘made to order’ wall print we aim to dispatch it within 8 business days of receiving your order but this will depend on the workload and turn around time of our printing contractor.

    Check out the Shipping page to fully understand our delivery policy.

     

    This is a gift. Can you add a personal note to my order?

    Yes most definitely and complimentary. Your personal message will be carefully hand written onto a fabric backed note card.

    There is a ‘Special Instructions for Seller’ box on the Shopping Cart page. Please note that your purchase is a gift and then add your personal gift message.

    Alternatively you can send us a message through the Contact page.

     

    Where can I see your products first hand?

    We often sell at craft markets around Sydney. Follow us on Facebook or Instagram; or subscribe to our Insider Mailing List and we can keep you informed about upcoming market events.

     

    Can I sell your products in my shop?

    We welcome retail opportunities. Please contact us by e-mail at info@roughsilkdesign.com or through the Contact page to enquire about wholesale and retail opportunities.

     

    Where are your products made?

    Most of the fabrics are sourced locally but some of the base fabrics are sourced from overseas (from the U.S.A. or Europe). They are printed here in the studio and the cushions are then constructed nearby in NW Sydney.

    Our wall prints are professionally printed in Chippendale, Sydney.

     

    Where are your products designed?

    All design work is carried out by Michelle Mathieson here in Sydney.

     

    How do I care for my cushion?

    The fabrics we use are all medium to heavy weight good quality cotton fabrics including denim, canvas and twill. The patterns and images are all hand screen printed using environmentally friendly water based inks. Our recommendation is to cold wash the cushions by hand or on a gentle ‘hand-wash’ cycle and line dry inside-out in the shade. You will find washing instructions inside the cushion.

     

    Do you offer custom colours for your cushions?

    Yes. We appreciate the power of colour and the need for the perfect colour accent in your design scheme.

    Our fabrics are handprinted on site so we are able to accommodate your needs. Drop us a line explaining your ideas; we’ll confirm your requirements and send you a quote.

     

    How far will you travel for Up-Styling and Decor consultations?

    We are based in NW Sydney in Thornleigh. All sites beyond a 25km radius will incur a small travel fee of $0.75/km for each km over 25km out-going and return.

    For clients based outside the 25km radius we encourage the initial consultation to be carried out via Skype to see if we’re a good fit. And going forward the travel costs can be considered as part of the Fee Proposal.

     

    If there's anything we haven't covered please feel free to shoot us a message through the Contact page and we will get back to you within 2 days.