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Frequently Asked Questions

If you cannot find the information you are looking for, please visit our ‘Contact’ page to request information.

Fabric Questions
• How can I order fabric swatch samples or fabric by the metre?
• Why Acrylic fabric?
• How do Sunbrella fabrics lock in colour? Do they provide UV protection?
• Are Elements/Sunbrella brand fabrics waterproof?
• Do Elements/Sunbrella brand fabrics dry quickly?
• What are the Warranty specifications on Sunbrella brand fabrics?


Product Design and Construction Questions
• Are all cushions made with zippers?
• What types of filling are used in your cushions?


Fabric Care and Cleaning Questions
• How often do I need to thoroughly clean the fabric? Can I hose them down?
• How can I clean bird droppings off of my cushions?
• In your cleaning instructions you use the term mild or natural soap. What is mild or natural soap?
• Is Elements/Sunbrella brand fabric waterproof and mildew proof?


Ordering Questions
• What happens after I place my order?
• HELP! I just placed my order, and I need to make a change or cancel my order.


Shipping and Payment Questions
• Is it safe to use my credit card for online purchases?
• When will my credit card be charged?
• How long before my cushions will arrive?
• Do you ship interstate Australia wide?
• What is your return policy?


How can I order fabric swatch samples or fabric by the metre?
To purchase fabric swatch samples click here.
To purchase fabric by the metre click here.

Because of variations from one computer screen to another, it's difficult to precisely match colour samples on our website. We suggest that you purchase fabric samples if colour matching is important to your individual buying decision.


Why acrylic fabric?
Elements Weatherproof Soft Furnishings primarily uses Sunbrella solution-dyed acrylic fabrics because they are designed for easy maintenance and longevity. Solution-dying is the process of adding color to acrylic fibers during manufacturing while they are in a liquid state. This characteristic of acrylic fabrics is the key to locking in colour, easy cleaning and long life. For this reason, acrylic fabric offers incredible resistance to stains, weather and wear in any application.


How do Sunbrella fabrics lock in colour? Do they provide UV protection?
Sunbrella fabrics are made from 100 percent solution-dyed acrylic yarns. Solution-dying is the process of adding colour to acrylic fibers during manufacturing while they are in a liquid state. This characteristic of Sunbrella fabrics is the key to locking in colour, easy cleaning and long life. Sunbrella fabrics have been tested and proven to provide up to 98 percent UV protection from the harmful effects of the sun. Whites and lighter coloured fabrics provide less protection than darker fabrics, which have more depth of colour. This protective factor is inherent to the product and will not be reduced by usage and/or fabric exposure to the sun.


Are Elements/Sunbrella brand fabric waterproof?
Elements/Sunbrella brand fabrics are not waterproof, but they are water repellent. This means that during the finishing process, a water-repellent finish is applied to the fabric. Normal wear and usage will reduce the effectiveness of this finish, as will cleaning the fabric. We suggest that after Elements/Sunbrella brand fabrics are cleaned and water repellency is a factor, we recommend that you re-treat your fabrics with a water repellent treatment such as 303 High Tech Fabric Guard™ which can be purchased from our online shop.


Do Elements/Sunbrella brand fabrics dry quickly?
Because Elements/Sunbrella brand fabrics are woven, they are also highly breathable, which is why they dry quickly with only air exposure.
A clothes dryer is not necessary and will often overheat and shrink the fabric.
An important note about Elements/Sunbrella brand fabrics, is that they are treated with a flurocarbon coating, which greatly enhances water repellency. This coating requires replenishment after every vigorous cleaning. We suggest that after Elements/Sunbrella brand fabrics are cleaned and water repellency is a factor, we recommend that you re-treat your fabrics with a water repellent treatment such as 303 High Tech Fabric Guard™ which can be purchased from our online shop.


Warranty
Elements fabric carries a 5 year guarantee.
The majority of Elements fabric range is from Sunbrella brand fabrics.
Download Sunbrella Fabric Warranty


Are all cushions made with zippers?
Yes all of Elements cushions include marine grade zippers to allow for easy cushion cover removal and washing.


What types of filling are used in your cushions?
Our occasional cushion inserts are filled with Polyester fibre filling.


How often do I need to thoroughly clean the fabric? Can I hose them down?
In most environments, a thorough cleaning will be required every two to three years. However storing your cushions or soft furnishings indoors through colder months will greatly reduce the frequency needed for thorough cleanings. One of the best ways to keep Sunbrella fabrics looking good and delay the need for deep or vigorous cleaning is to hose fabrics off on a monthly basis with clear water. This practice will help prevent dirt from becoming deeply imbedded in the fabrics and eliminate the need for more frequent vigorous cleanings. Always remember to allow the fabrics to air dry after hosing it down. We suggest that after Elements/Sunbrella brand fabrics are cleaned and water repellency is a factor, we recommend that you re-treat your fabrics with a water repellent treatment such as 303 High Tech Fabric Guard™ which can be purchased from our online shop.


How can I clean bird droppings off of my cushions?
For those stains that are beyond our normal care and cleaning instructions, such as bird droppings, roof run-off, acid rain, pollution, rust, tree sap, insect stains, etc., we suggest immediate cleaning with a mixture of – dishwashing liquid (60ml), bleach (1 cup), 1/4 cup mild soap and 4 litres of clean water. Spray or apply to entire area and allow to soak into the fabric for 15 minutes. Remove stain(s) with a sponge, clean towel or very soft bristle. Rinse thoroughly to remove all soap residue. Allow fabric to air dry. If stain and/or mildew are severe, bleach quantities may be increased. We recommend that you spot clean your fabrics with a water repellent treatment such as 303 High Tech Fabric/Vinyl Cleaner™ which can be purchased from our online shop. Spray stain with Fabric cleaner, brush the fabric with a soft brush, rinse thoroughly and repeat if necessary.


In your cleaning instructions you use the term mild or natural soap. What is mild or natural soap?
By ‘natural soap’ we mean a basic gentle soap. Gentle soaps rinse out easily and will not diminish the water-repellent ‘finish’ applied to the fabric. Remember to use cold water and spot clean only, and allow the fabric to air dry. After several cleanings we recommend that you re-treat your fabrics with a water repellent treatment such as 303 High Tech Fabric Guard™ which can be purchased from our online shop.


Is Elements/Sunbrella brand fabric waterproof and mildew proof?
Sunbrella fabric is not waterproof, but it is water repellent. This means that during the finishing process, a water-repellent finish is applied to the fabric. Normal wear and usage will reduce the effectiveness of this finish, as will cleaning the fabric. Elements/Sunbrella brand fabrics, if kept clean, will not mildew. An inherent characteristic of acrylic fiber is that it will not support the growth of mildew as a natural fiber will. Mildew will and can grow on any surface that is dirty, so to keep your Sunbrella fabrics from mildewing, you must keep your fabrics clean. If mildew growth becomes a problem, please refer to our care and cleaning instructions.


What happens after I place my order?
After completing the checkout process, you will receive a confirmation email at the address you provided. This confirmation will serve as your invoice. This is also to confirm that your order information is correct. If you do not receive the confirmation email after checkout, contact us as soon as possible to confirm your order. If you have any questions or problems, just email our customer service desk at info@elementsaustralia.net.au.


HELP! I just placed my order, and I need to make a change or cancel my order.
If you just placed your order and notice an error on your part, or ours, please let us know immediately by using our contact form, and we can easily correct it for you. If you let us know about an error within one business day of your order placement, we can correct virtually all problems. Beyond that, we cannot guarantee your changes will not incur extra costs if materials have already been cut for your order.


Is it safe to use my credit card for online purchases?
Yes, it's extremely safe. Elements use SecurePay for all online credit card transactions accepted by Visa and MasterCard. To find out more about how SecurePay protects buyers, visit www.securepay.com.au.


When will my credit card be charged?
Due to all orders being custom orders and made to your unique specifications, your credit card will be charged within 24 hours of placing your order. Online orders are immediately charged to your credit card account.


How long before my cushions will arrive?
Online orders: Allow up to 10 working days for delivery of your order.
Custom orders: Allow approximately 4 to 6 weeks for delivery of your order.
Elements will advise if your order is delayed for any reason.
You may email or call customer service on 0438 596 001 to check on your order, but due to the nature of our business, we may not be able to give an exact date for completion and shipping of your cushions.


Do you ship interstate Australia wide?
We do ship interstate Australia wide and upon special request we are able to arrange international shipping. We only deliver cushions within Australia to a physical location. We do not deliver to a PO Box. All orders are shipped via courier and must be signed for. Shipping charges vary according to weight and delivery location. A delivery charge will be confirmed at the time of placing your order.


What is your return policy?
We have a ‘no returns’ policy, so please order wisely. We offer a service to support you choosing the right cushions determined by your budget and your intended use. We do not accept returns for soft furnishings produced that meet the specifications provided to us by the customer. For further advice call 0438 596 001. Note: ‘Faulty items only’ returns strictly via freight company or registered post only.

  • Elements Weatherproof Soft Furnishings is not responsible for cushions the customer does not like because the fabric colour or texture does not match the colour on their computer monitor or other fabrics at their location. While all care is taken to provide fabric images that closely represent our fabric colours, differences may arise due to factors out of our control – light source, monitor quality, etc – that may cause images to differ from the actual fabric. We highly recommend that you order ‘fabric swatch’ samples before placing your fabric order. Fabric swatch samples are nonrefundable.
  • Elements Weatherproof Soft Furnishings is not responsible for refunding the cost of a fabric swatch sample if said fabric is marked discontinued after the fabric sample is mailed to the customer.
  • Elements Weatherproof Soft Furnishings is not responsible for soft furnishings that are made correctly with incorrect information provided by the customer. Customers must be 100 per cent certain that the dimensions provided are accurate.
  • Elements Weatherproof Soft Furnishings is not responsible for cushions the customer does not like due to the standard placement of fabric ties, seams and/or zipper placement.
  • Elements Weatherproof Soft Furnishings is not responsible for cushions the customer thinks are too thick or too thin even though thay are made correctly based on the dimensions provided by the customer.
  • Elements Weatherproof Soft Furnishings is not responsible for cushions the customer thinks are not comfortable enough or does not like for some other subjective reason.
  • Elements Weatherproof Soft Furnishings is not responsible for templates sent to us for use as custom cushion patterns. These templates become property of Elements Weatherproof Soft Furnishings and will not be returned to the customer. Elements Weatherproof Soft Furnishings does not accept old shells to use as templates
  • Elements Weatherproof Soft Furnishings is more than willing to address any of these above mentioned issues in a courteous, professional and timely manner to help the customer achieve the desired result. If the error is due to a customer mistake in ordering, the customer acknowledges and assumes the cost of correcting any mistakes
  • Elements Weatherproof Soft Furnishings is responsible for reworking or replacing soft furnishings made with the incorrect fabric(s).
  • Elements Weatherproof Soft Furnishings is responsible for reworking or replacing soft furnishings when the dimensions vary more than 5cm from the dimensions provided by the customer.
  • Elements Weatherproof Soft Furnishings is responsible for reworking or replacing soft furnishings that are made in the wrong style, eg square/box edged instead of round edge, stripes are in the wrong direction etc.
  • Elements Weatherproof Soft Furnishings is responsible if soft furnishings arrive damaged in some manner and this damage has been noted with the delivery service provider when the product is delivered. It is up to the customer receiving the package to check for damage prior to signing. If you sign for your package(s) without noting packaging or product damage, it makes it very difficult for us to file a claim on your behalf.

Elements Weatherproof Soft Furnishings Responsibilities:

  • Elements Weatherproof Soft Furnishingsis responsible for using the fabric(s) the customer has selected.
  • Elements Weatherproof Soft Furnishingsis responsible for cutting the fabric to within 5cm of the dimensions provided by the customer.
  • Elements Weatherproof Soft Furnishingsis responsible for sewing the cushion(s) in the style selected by the customer.
  • Elements Weatherproof Soft Furnishingsis responsible for the costs of correcting any mistakes that we make if we fail to correctly produce soft furnishings using the correct information provided by the customer, provided that:

a. The customer notifies Elements Weatherproof Soft Furnishings within five working days of receiving the soft furnishing(s).
b. The customer acknowledges that we reserve the right to rework any cushions to correct our mistakes.
c. Soft furnishings that are sent back to our facility for rework will not have been used in any way and arrive back at our facility in the same condition as when they were shipped. This means no stains, pet hair, cigarette or other odors, etc.

Customer Responsibilities:

  • Customers are responsible for providing all information needed to accurately make the cushions ordered.
  • Customers need to be certain of the accuracy of the fabric(s) selected and understand that due to variations in light source, monitor quality, etc., beyond our control, we cannot guarantee that a fabric will look exactly like it does on our web site in terms of color, repeat, etc. If you need precise color matching, please order fabric samples. Fabric samples are nonrefundable.
  • Customers need to be certain that the exact dimensions of the cushion(s) to be made have been accurately provided. Cushion Source will provide a cushion that has been cut to within 10cm of the dimensions provided by the customer.
  • Customers need to be certain of the accuracy of the style of sewing construction (edge finish, piping, ties etc.,) that has been selected.
  • Customers acknowledge that thickness is defined as the measurement from the top of the cushion to the bottom of the cushion and not the measurement of any side banding.
  • Customers need to be certain that all delivery address information is correct, including the post code. Elements Weatherproof Soft Furnishings does not deliver to PO Boxes.
  • Customers are responsible for any costs and delays associated with correcting mistakes made by the customer.
  • If a customer follows procedure to return a cushion and Elements Weatherproof Soft Furnishings deems that said cushion is, in fact, correct based on the customer's order, the customer will be responsible for any costs Elements Weatherproof Soft Furnishings incurs to return the cushion to the customer.

By purchasing from Elements Weatherproof Soft Furnishings, you agree to these terms and/or conditions and all applicable laws.

Elements Weatherproof Soft Furnishings specialises in custom soft furnishings and commits to use the fabric(s) you select to make cushions in the style you select and within 5cm of the dimensions you provide. If you do not agree to the following terms, please do not purchase from Elements Weatherproof Soft Furnishings. EVERY cushion we manufacture is considered made to order, or custom, as we only make cushions based on the measurements that our customers provide to us at the time an order is placed.


Order Changes
Order changes cannot be accepted after one (1) business day of receiving the order, unless the customer agrees to pay the order change fees. These fees vary by order depending on products and materials.


Cancellations
Elements Weatherproof Soft Furnishings accepts cancellations and order revisions up to one (1) business day from placing the order. There are some exceptions to this depending on if the order is already in the production process (i.e. fabric cutting, etc). All cushion and pillow products appearing on this web site are made to order using customer specifications. Once a custom order is in production and the fabric has been cut to your specifications, the fabric is no longer suitable for use on any future orders, and the order cannot be cancelled.