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The Cutting Table · a question, worked through

Something in my cushion order arrived damaged, missing or wrong. What happens now?

Every porch sees one box that comes up the steps looking like it lost an argument. Here is what happens next, told the way buyers asked it.

Answered by

The Porch Keeper of Savannah · · Updated

Pinned by Rosa

The quick answer

If your cushion order arrived damaged, missing a piece or with the wrong items, photograph it and message the workshop the day the box opens. In past cases it replaced just the affected part, remade wrong items correctly and shipped parts by FedEx with tracking, or gave a partial refund to buyers who kept the item. Ask it to confirm its answer in writing.

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Key facts

  • Photograph missing or damaged items the day the box opens and message the workshop with the photo.
  • Past replacements have been single parts: a filling without a cover, one backrest, bars or a connector button.
  • Wrong items have been remade correctly and sent.
  • A partial refund has been offered to buyers who kept a damaged or wrong item.
  • Replacement parts have shipped by FedEx with tracking.

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.

Fabric · Foam · Pipingwhat the workshop will confirm with you

Fabric
The cover cloth: weave, color and care code.
Foam
The core: its density and thickness set the feel.
Piping
The corded seam edge: matching, contrast or none.
Only for this request: no marketing calls or texts. Outside the US, add the country code.
In inches: length × depth × thickness, plus any angles or cut corners.

* Required. A member of the workshop team will call you to talk it through; nothing is charged and nothing is made until you have agreed on every detail with them.

We use these details only to answer this request and make your cushion: your name and contact details, the cushion details and photos you send, the page you came from and the ad or link that brought you, if any. The workshop that makes the cushions receives them. We don't sell them or share them for advertising, and we delete requests after 24 months. Privacy notice for requests.

Nothing is made or charged until you approve the details.

Want to pick the shape and add photos? Use the full quote form

“One of the cushions seems damaged.”

Then send a photo or a short video so the workshop can see it, and ask the workshop what it will send. In past cases it has been only the part that went wrong: a filling without its cover, one backrest, a set of replacement bars. Nobody ships a whole order back and forth over one bruised piece.

And if the damage is small and you'd rather live with it, say so, neighbor. A partial refund has been offered in that spot, and the piece stays right where it is.

“It came without the button attachment.”

One buyer wrote in that one piece of a modular floor sofa arrived without its connector button, so the pieces wouldn't join. The workshop sent the missing part by FedEx with tracking. Small part, small parcel, and you can watch it come up the road.

Bars have gone the same way: when a support bar arrived damaged or missing, replacement bars were sent, and the floor sofa support bars pattern walks you through putting them together.

A real project

Eight squares where four benches should have been

Pull up a chair for this one. A buyer ordered four bench cushions of about 17.5 x 43.5 in (45 x 110 cm) and opened a box of 8 pieces, each a 17.5 in (45 cm) square, instead. The workshop made the right 4 pieces and sent them.

When a buyer would rather keep a wrong item than wait, a partial refund has been given instead. Which piece in your box is giving you trouble?

What to send when something's off

  • A photo or short video of the damage, or of what actually arrived.
  • Which piece is missing: a backrest, a bar, a connector button, a filling.
  • Whether you want the replacement, or would rather keep the item for a partial refund.

Wrong items in a cushion order have been made again correctly and sent, and a partial refund has been offered to buyers who kept the wrong piece.

Rosa
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Buyer questions

  1. A common question

    What happens if something in my order arrives damaged or missing?

    The workshop's answer

    Photograph it and message the workshop the day the box opens. In past cases it sent a replacement, sometimes just the affected part, like a filling without a cover, one backrest or replacement bars, or offered a partial refund to a buyer who kept the item.

  2. A common question

    One modular piece came without its connector button, so the pieces won't join. What now?

    The workshop's answer

    Send a photo of the piece. In that case the workshop sent the missing part by FedEx with tracking.

  3. A common question

    What if I receive the wrong items, or damaged cushions?

    The workshop's answer

    The correct items are made and sent, as when four 17.5 x 43.5 in (45 x 110 cm) bench cushions went out after eight 17.5 in (45 cm) squares arrived by mistake. Damage has been met with a replacement or a refund, and a buyer who preferred to keep a wrong item received a partial refund.

  4. A common question

    A seam came open on my new cover. Can I get a replacement?

    The workshop's answer

    Send a photo or short video. In past cases the workshop made a new cover in the same size and fabric, or offered a small partial refund toward a local repair.

Questions buyers ask next

Will I pay shipping on the replacement?

That's the workshop's call, not this site's, so ask before anything ships. Replacement parts have gone out by FedEx with a tracking number, so you can follow them all the way to your door.

Can I take money back instead of a replacement?

It has been possible: buyers who would rather keep a damaged or wrong item than wait for a new one have been offered a partial refund. Tell the workshop which you prefer when you report the problem, along with a photo of the piece.

What if the cushion is fine but I ordered the wrong size?

That's handled differently from damage. Before production, sizes can be changed or the order canceled. After that, returns are at your cost, though the workshop usually offers the right size at cost, or filler pieces to close a gap.