The Cutting Table · a common question
Can I cancel a custom-size cushion once it's already in production?
Also asked as:I don't want it anymoreif we need to cancel what is your policy
A made-to-measure cushion is cut for one bench in one house, which is lovely until you change your mind. Here is what actually happened when buyers asked.
The quick answer
Usually not for a full refund: once a custom-size cushion is in production, it is being made only for you. In past orders the workshop offered a partial refund, keeping material and production costs, or held the order and shipped it later. Before production starts, changes and cancellation have been possible, accidental and duplicate orders included, and once a cushion is made its size can't change.
SaveKey facts
- A custom size and color is made only for you once production starts.
- Orders already in production have been offered a partial refund, with material and production costs deducted.
- An order can be held and shipped later instead of cancelled.
- The size can't be changed once the cushion is made.
- Accidental orders, duplicates and swatches bought by mistake have been cancelled before production started.
- A shipped order needs a return arrangement; in one goodwill case return postage was split 50/50.
Have it made
Have Maggie’s workshop cut this for you
I once cut a lovely cushion two inches short, and I have not forgotten it. That is why the workshop goes over your measurements with you on the phone. — Maggie
Leave your details and the workshop will call you to confirm measurements, fabric, foam and piping. No prices, dates or payment on this page: it is a request, not an order.
Where your order stands, and what buyers were offered
| Stage | What has happened in real orders |
|---|---|
| Placed by accident, twice, or a swatch instead of a cushion | Cancelled before production; duplicates right away |
| In production | A partial refund (material and production deducted), or held and shipped when you're ready |
| Made and waiting | The size is fixed; once, cancelling would have cost the full product price, so a later delivery date was set |
Why it can't just go back on a shelf
There is no shelf, dear. A custom cushion is cut to your numbers in your color, and once the foam is cut and the cover sewn, the material and the hours are spent. It fits one bench: yours. So a late cancellation comes back as a partial refund or a later delivery date.
I'd take the hold-and-ship option myself; a cushion waiting for you beats most of your money and no cushion. Once, an order was even cancelled on compassionate grounds. A cushion that arrived wrong rather than unwanted is a different matter: see remakes and fixes.
The floor sofa that was already on the truck
A buyer in the US placed a floor sofa order by accident and wrote in after it had shipped. Too late to cancel. The buyer forwarded the parcels back, the return postage was split 50/50 as a goodwill gesture, and the workshop refunded in full once the courier had them.
- What it taught
- The sooner you write, the more choices you have.
Five checks before you check out
- Measure the bench, not the cushion you used to have (how to measure a bench).
- Make sure you're on the cushion listing, not the swatch listing. It has happened.
- Send the exact fabric code, not a description.
- Read your size back in inches before you pay; once cut, it's fixed.
- Changed your mind? Write at once, before production starts.
A swatch bought by mistake has been cancelled before production; change your mind after the foam is cut and the cushion's size is fixed for good.
Maggie
Buyer questions
- A common question
Can I cancel a custom order after I've placed it?
The workshop's answerBefore work starts, yes: accidental and duplicate orders were cancelled right away. Once a custom size and color is in production, the workshop offered a partial refund or to hold the order and ship when ready.
- A common question
Can I change the size after my custom cushion has been made?
The workshop's answerNo. Once a custom-size cushion is prepared its size can't change, and a finished custom cushion isn't normally cancelled. A later delivery date can still be scheduled.
- A common question
How fast do I need to cancel, and when does the money come back?
The workshop's answerAs fast as you can. Changes and cancellation are possible before production starts, and a custom order can go into production soon after it's placed; a shipped order can't be cancelled. Refunds have gone back to the original payment method, and how long they take to show depends on your bank or card.
Questions buyers ask next
Can I change the color after ordering?
Often, yes, if production hasn't started. Send the new color name or fabric code quickly; in past orders the change was made before cutting and confirmed in writing.
Can I refuse the delivery instead of cancelling?
A shipped order can't be cancelled, so a return has to be arranged with the workshop. In one goodwill case the return postage was split 50/50, with a full refund once the courier had the parcels.
How do I make sure a changed color is the one that gets made?
Send the exact fabric code; a photo of the chosen color comes back to confirm. If the receipt and the messages differ, the color agreed in messages is the one made.
