General FAQ's
Each cushion is crafted in India and designed in Sydney, Australia - we also collaborate with designers globally.
We take pride in luxury fabrics; therefore, the majority of our cushions are made from 100% linen or 100% cotton materials. We use an array of embroidery/applique techniques enhancing the fabrication of our pieces.
A description of the fabric/technique used on each cushion can be found under the fabric tab on the product page.
Paloma Living is only available to purchase in Australia through our wide range of independent stockists, both online and in store . Please visit our extensive list of Australian stockists here.
In order to maintain the quality of our cushions, we make them according to specific specifications and sizes. Unfortunately, we are not able to accommodate custom requests.
In the event that you are working on a commercial project and would like to purchase 200 units or more of each item, our team can accommodate size and design requirements to meet your specific design brief.
Fabric for our cushions cannot be purchased by the metre or by the yard; all our items have been cut to a specific size.
All our textiles are made for indoor use only; as we use natural fabrics such as linen and cotton. We do not recommend leaving the cushions outside.
All of our products are colour-checked by our colour expert design team, albeit we use flash photography which may alter the images slightly.
Please contact us if you have any questions about the color of our fabrics, and our design team will be able to provide you with a more accurate description.
If you are reordering or adding to your current collection, please be aware that fabrics can change colour as the seasons change and the dyeing process is repeated.
Although no two items are exactly the same, and imperfections are inherent in the product, our team will carefully select your order and colour match the items as closely as possible.
We have enlisted our care instructions under the CARE product tab. You'll also find further details on the care label inside the cushion; usually near the zipper line. The majority of our cushions are dry clean only however there are exceptions, please read the care label carefully.
If you have any queries, please contact our team directly and we'll be able to assist you further.
It is important to take extra care to ensure that luxury textiles have longevity. Please follow the instructions on the care label for washing instructions and avoid the use of linen sprays/ perfumes as several sprays contain chemicals or essential oils that may cause fabric to discolour, yellow, or stain.
To prevent fading, avoid leaving cushion covers near the sun for prolonged periods of time. The cushions should not be rubbed against another fabric as this can cause abrasion, tangling, fraying and pilling of the fabric.
Occasionally, it is good practice to remove the insert and let it air out, exposing the insert to the sun for a short period of time, and then placing it back into the cushion cover.
Occasionally, especially with linen pieces, small threads can get stuck between the lining and fabric. We recommend cutting a small hole in the lining (not the fabric) and pulling out the thread.
As we produce collections for a variety of markets, there may be certain products listed in our catalogue or social media platforms that cannot be purchased online. Since we produce selectively, not all items are available for purchase at all times; item availability fluctuates; the same is true for reordering styles.
It is recommended that you choose from our online store solely; if there is an item that you absolutely adore, we will check its availability.
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Inserts and Styling FAQ's
All of our cushions are dispatched without inserts, Paloma Living does not sell cushion inserts.
In terms of premium pillow inserts, feather and down alternatives are the most common options. It is important to note that all options offer softness and comfort as well as firmness and body; including a high quality Dacron insert. It is ultimately a matter of personal preference. To achieve that "karate chop" look, feather is the most popular choice among interior designers.
We have listed our recommendations on each cushion under the "Insert Recommendations Tab"
We recommend always increasing your insert size by no more than 5cm / 1.96" each side. If you are unable to locate an insert of this particular size, we recommend scaling down slightly in size.
For an approximate guide, please see below our insert recomendations
Cushion Cover Size - 30x50 cm /11.81 x 19.68" :
Insert Recommendation - 35x55cm / 13.77 x 21.65" insert
Cushion Cover Size - 50x50 cm / 19.68 x 19.68" :
Insert Recommendation - 55x55cm / 21.65 x 21.65" insert
Cushion Cover Size - 55x55 cm / 21.65 x 21.65" :
Insert Recommendation - 60x60cm / 23.62 x 23.62" insert
Cushion Cover Size - 60x60 cm / 23.62 x 23.62" :
Insert Recommendation - 65x65cm / 25.59 x 25.59" Insert
Please note this excludes the Jute Linen cushions; they measure as 45x45cm/ 17.71 x 17.71"
Sizing listed on the website usually excludes Piping, Flanges, Edging and Detailing to ensure we recommend the correct insert size.
Considering our cushion covers are shipped from Australia via air freight, we are unable to include an insert in the satchel/carton.
The absence of an insert makes it a great choice for storing many seasonal items and replacing existing cushions.
Our talented stylists and in-house designers will be more than happy to assist you with any cushion styling questions. If you would like assistance matching Paloma Living cushions to your color palette and interior settings, please email us at info@palomaliving.com.au.
Our collections are designed to easily mix and match; we design with a timeless colour palette and natural fabrics; which allows for a variety of styling options. We recommend starting with a basic cushion and adding statement pieces to the assortment; blending square and rectangular cushions for an impactful effect.
You can also find inspiration for styling your pieces in our Catalogue and Instagram.
Shipping & Returns FAQ's
Paloma Living ships worldwide, excluding Australia.
Your order will be shipped from Sydney, Australia.
Although we strive to dispatch orders as quickly as possible, our fulfillment team requests that you allow 1-3 business days for orders to be fulfilled. An email will be sent to you once the tracking number for your package has been assigned. Please note we do not typically fulfill orders over the weekend.
After 7 business days, if your order still indicates that it has not been fulfilled, please contact us directly and we will investigate.
We use a variety of couriers both specialising in express and standard service. We currently use Australia Post Standard, Australia Post Express and DHL EXPRESS.
You can view the status of your order by logging into your account and selecting "View My Order Status". In doing so, you can track the status of your order and determine when your package has been shipped.
Once your order has been shipped, you will receive a confirmation email containing tracking information. In the event that you have not received a shipping confirmation email, please check your Junk Mail or Spam folder as it may have been received there.
If you are unable to locate your order or email in your junk or spam folder, please contact us directly and we will investigate further.
Due to our daily packing and delivery schedule, we are unable to cancel or change orders once placed. We are unable to make any changes to an order after it has been submitted. This includes the following - cancellations, billing addresses, shipping, shipping method, changes in pricing/ promo codes and removing/ adding/ altering items ordered.
Please ensure you choose items carefully and select the appropriate shipping method before ordering.
Paloma Living accepts returns within 30 days of a placed order, excluding sale items.
Before placing an order, we recommend that you carefully select the items you wish to purchase. If you have any design queries; please contact our highly trained team of design experts. Our team can assist you to ensure you are fully satisfied with your selections before you place your order.
In light of the handcrafted nature of some of our textiles, we do not consider printing and fabric irregularities to be a fault. Instead, they are part of the charm of the production process.
In the event that you believe that the product you received is defective, please email us a photograph of the defect for our team to review. We will contact you if the product is deemed to be faulty so that it may be replaced or refunded.
Please notify us immediately if you received a faulty item or the wrong order by contacting our Customer Care team at info@palomaliving.com.au . We will promptly send the correct item to you upon receipt of proof that the item was sent in error or faulty.
We suggest taking the following steps since the package has been indicated as delivered. In some cases, packages are marked as delivered before they have physically arrived at your address. It is recommended that you wait 24 hours after you receive a delivery confirmation before you assume there is an issue with the delivery.
1. Speak directly to your local post carrier, as they may be able to provide you with a recollection of when and where the package was left.
2. Is it possible that one of your neighbours has mistakenly collected your package?
3. Ensure that your mail area is secure, and leave a note asking that packages not be left unattended.
If you have completed all of the above, please visit the courier company's website (i.e. DHL EXPRESS or Australia Post) to file a claim and provide our team with this claim number.
You are welcome to contact us directly if you continue to encounter difficulties. We will do our very best to assist you.
We cannot be held responsible for orders that go missing after obtaining a status of "Delivered". In the event that your mail area is not secure, please ensure that you provide a shipping address that is attended during the day.
Duties and Taxes FAQs
International packages may be subject to taxes and duties.
Your local customs office will assess the customs duties and fees and will notify you of this additional charge by email, phone, or through a physical notice. Local governments are entirely responsible for determining the amount of the charge.
To comply with international laws, we are required to submit a claim for the full retail value of items purchased, which is automatically entered into the customs documents by our shipping system. If you used a discount on your order, your customs office will assess taxes based on the original retail price.
Please note that Paloma Living is not responsible for any taxes or duties charged by your local government nor holding times of packages. It is the sole responsibility of the purchaser to pay any fees of this nature. Taxes and duties cannot be refunded.
Please note that Paloma Living is not responsible for any taxes or duties; these charges are issued and payable to your local government.
We recommend contacting your local customs office for an exact response; as each country and/ or state will vary.
Please note the tax free threshold for the United States of America (USA) is approx $800 USD (this may vary according to state/ government laws)
As a legal requirement, we are required to claim the full retail value of the products purchased, and our shipping system automatically inputs this information into the customs documents it generates.
Depending on the country, you may be able to request a refund of any overpaid duties when you show proof of any discount applied to your purchase.
For information regarding duty refund programs in your region, please contact your local customs agency.