FAQ

Frequently Asked Questions

Orders & shipping

How much is shipping?
Shipping is free and tracked on every order within Australia.

How long will my order take?
Orders are processed in 1–3 business days, then most arrive within 7–15 business days. See our Shipping Policy for details.

Will my order arrive before Christmas?
Delivery takes 7–15 business days, so we recommend ordering by late November to allow plenty of time. Tracking is emailed as soon as your order ships.

How do I track my order?
We email your tracking number as soon as your order ships. You can also check your order status in your account.

Do you ship overseas?
We currently ship within Australia only.

My order arrived in more than one parcel – is that normal?
Yes, completely normal. Our products ship from different warehouses, so orders with more than one item – including our Christmas bundles – often arrive in a few separate parcels on different days. Each parcel has its own tracking number, and the rest of your order will follow within the same 7–15 business day window. If something still hasn't arrived after 20 business days, just email us.

Payment

How can I pay?
All payments are processed through our secure Shopify checkout. The payment methods available to you are shown at checkout. All prices are in Australian dollars (AUD).

Solar lights

My solar light won't turn on. What should I do?
Check the ON/OFF switch (usually under the solar panel) is set to ON. Before first use, leave it in full, direct sun for 1–2 days so the battery can fully charge. The light sensor turns it on automatically when it's dark – to test it during the day, cover the solar panel with your hand.

How long will they stay lit at night?
Most of our lights run for around 6–10 hours on a full charge. Run time is shorter in winter or after cloudy days, as the panel gets less sun.

Where should I place them?
Somewhere that gets at least 6–8 hours of direct sun a day, and away from street lights or porch lights, which can stop the sensor from switching the light on.

Can they be left out in the rain?
Yes – each product lists its weather rating. IP44 lights handle splashes and light rain; IP65 lights handle heavy rain. None are designed to be submerged in water.

Can I replace the battery?
Many of our lights use a standard rechargeable battery that can be swapped when it wears out. Check the product description, or email us and we'll let you know.

Cushions & throws

Are cushion inserts included?
No – our cushion covers are sold as covers only. Choose an insert the same size as the cover, or 2–5cm larger for a fuller look.

How do I wash them?
Most covers and throws can be machine washed on a gentle cycle in cold water. Check the product description for care details, and air dry to keep them looking their best.

Are the sizes exact?
Sizes are measured by hand and may vary by 1–2cm.

Rugs & mats

How do I choose the right size?
Measure your space first and check the size options on each product. For living areas, a rug that sits under the front legs of your sofa helps the room feel connected.

Can I wash my rug or mat?
Many of our rugs and mats are washable – check the product description for care instructions.

Why does my rug have creases?
Rugs are folded for shipping. Lay it flat and creases usually settle within a few days; placing something heavy on the creases helps them flatten faster.

Returns

What if my item arrives damaged or faulty?
Email us a photo at info@kingswaydecor.com and we'll send a free replacement or give you a full refund.

Can I return something if I change my mind?
Yes, within 30 days of delivery if it's unused and in its original packaging. See our Refund & Returns Policy.