The Cutting Table · a question, worked through
A seam came open or the zipper broke on my new cover. Can I get a replacement?
You unzip the new cover, neighbor, and the pull comes off in your hand. Not the front-porch moment anybody ordered.
Pinned by Rosa
The quick answer
If a seam opens or the zipper arrives broken on a new cushion cover, send the workshop a photo or short video the day you find it. In past cases it made a new cover in the same size and fabric and shared tracking once it shipped, or offered a small partial refund toward a local repair. Ask it to confirm its answer in writing.
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Key facts
- Open seams, broken zippers and shedding covers have been remade after a photo or video.
- Photo or video evidence is requested.
- Zippers damaged in transit were fixed with a whole new set of covers rather than a refund.
- Anti-slip covers that shed white powder have been replaced after the workshop saw them.
- A small partial refund toward a local repair has been offered for a minor seam fault.
- Tracking is shared once the replacement ships.
- Replacement covers wash like the originals: inside out on a gentle cycle at 86°F (30°C) maximum, then air-dried.
- Handmade covers can differ from the ordered size by about 0.5 to 1 in (1 to 2 cm), and very long one-piece cushions by 1 to 2 in (2.5 to 5 cm); that is tolerance, not a fault.
- For a non-fault return, check the listing's return terms before you send anything back; for a faulty cover, send photos and ask about a remake.
Have it made
Have Rosa’s workshop cut this for you
Tell the workshop who sits there: grandkids, the dog, a cup of coffee at six. The right fabric and foam follow from the people. — Rosa
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.
What to send when a cover arrives faulty
Photograph the fault up close
A clear photo or a short video of the open seam, the broken zipper or the shedding base. The workshop uses these for its own quality control too.
Say which cushion it is
Name the piece, such as one of the arm cushions, so the new cover is cut to that cushion's size and fabric.
Choose a new cover or a small refund
For a small seam fault, a replacement cover or a small partial refund toward a local repair have both been offered; say which you'd prefer.
Watch for tracking
Tracking is shared once the replacement cover ships.
Follow-up: the zipper broke, can I just have my money back?
One buyer asked exactly that. The cushion fit perfectly; only the zipper had arrived in pieces. Instead of a refund, the workshop made a brand-new set of covers and shipped them free. A cushion that fits is worth keeping, and a cover is the part that can be made again.
Kids and dogs are the real quality control, but a zipper shouldn't fail before either of them gets a turn. If you're choosing where the next one goes, read zipper placement and browse cushion covers and bench cushions.
Follow-up: what's this white powder under the cushion?
That's a faulty non-slip base, and it's worth a photo. When one buyer's anti-slip bottom began shedding white powder, the workshop apologized, made one new cover right away and shared tracking once it shipped. Covers shedding white particles were handled the same way: two new covers, sent right away.
Which piece gave you trouble: the seam, the zipper or the base?
What went wrong and what was sent
| Fault reported | What the workshop did |
|---|---|
| Seam open on an arm cushion on arrival | Offered a free replacement cover or a small partial refund for a local repair |
| Zipper broken in several pieces | Made and shipped a new set of covers free, instead of a refund |
| Anti-slip base shedding white powder | Made one new cover right away and shared tracking |
| Unstitched seam on a cover-only order | Reported by video over email; one new cover sent |
A new cushion cover with an open seam or a broken zipper starts with one clear photo, sent the day you find it.
Rosa Delgado
Buyer questions
- A common question
One arm cushion arrived with an open seam. Can I get a new cover or a small refund?
The workshop's answerEither one has been offered. The workshop offered a free replacement cover for that cushion or a small partial refund to pay for a local repair, and asked for photos or video to help its quality control.
- A common question
The cushion fits perfectly, but the zipper came broken. Can I get a refund?
The workshop's answerIn that case, instead of a refund, the workshop made a brand-new set of covers and shipped them free of charge.
- A common question
The anti-slip bottom on one cushion sheds white powder. Will you replace it?
The workshop's answerIt was replaced. The workshop apologized, made one new cover right away to replace the faulty anti-slip cover, and shared tracking once it shipped.
- A common question
A cover arrived torn or with a hole. What now?
The workshop's answerSend photos of the damage and the packaging. In past cases the workshop made a new cover for that piece and sent it by FedEx, or offered a partial refund toward a local repair.
Questions buyers ask next
Is a video better than a photo for reporting a cover fault?
Either works. A short video shows a seam opening or a zipper slipping better than a still, and one unstitched seam was reported by video over email, which was enough for a new cover to be sent.
Will the replacement cover match the rest of my set?
It is made in the same size and fabric as the faulty one, so it is cut to sit with the rest of the set. Mention your order's fabric code when you report the fault to keep it exact.
What if the zipper was damaged in shipping rather than in sewing?
Report it the same way, with a photo as soon as the box is open. Zippers that arrived broken after transit were once handled with a whole new set of covers rather than a refund.
