---
title: "Cushion Order Arrived Damaged? Replacements and Refunds"
url: "https://cushionguide.com/answers/damaged-missing-wrong-items-replacement/"
section: "The Cutting Table"
author: "Rosa Delgado, The Porch Keeper of Savannah"
author_url: "https://cushionguide.com/masters/rosa/"
published: "2026-04-07"
updated: "2026-09-24"
keywords: "cushion order arrived damaged, missing parts cushion order, wrong cushions delivered, damaged cushion replacement, partial refund damaged item"
---

# 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.*

Also asked as: Will you ship a replacement for free?; One of the cushions seems damaged.

> **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.

![Mid-gray linen-look tufted floor seat module with a back cushion and bolster below three line-art prints](https://cushionguide.com/media/modular-floor-sofas/mid-gray-tufted-floor-seat-line-art-wall-1600.webp "One module on its own becomes a deep floor chair for a reading or meditation corner.")

## 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.

## “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](https://cushionguide.com/cushions/modular-floor-sofas/) 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](https://cushionguide.com/guides/floor-sofa-support-bars-assembly/) walks you through putting them together.

## 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.

> **Tailor's margin:** A damaged cushion order rarely needs a full return: photograph the affected part, like one backrest or a filling without its cover, and ask the workshop what it will send.

> 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

## Buyer questions

**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.

**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.

**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.

**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.

## Related at the atelier

- [A cover arrived torn, stained or with a hole. Will you replace it?](https://cushionguide.com/answers/cushion-cover-arrived-torn-stained/): A cushion cover that arrives torn, stained or with a hole needs two sets of photos, the damage and the packaging, sent to the workshop with the name of the piece.
- [The color is what I ordered, but I don't like it in my room. Can I return it?](https://cushionguide.com/answers/return-cushion-color-preference/): Usually yes, but at your own cost: when a cushion matches the fabric code and size you ordered, color preference isn't treated as a fault.
- [Something wore out after about a year. Can I get replacement parts?](https://cushionguide.com/answers/replacement-parts-worn-sofa-cushions/): In past cases, yes: for wear within about a year the workshop has sent replacement covers, inserts and cover panels, and the buyer paid only the shipping.
- [Replacement cushions for a nursery glider, piece by piece](https://cushionguide.com/guides/glider-rocker-replacement-cushions/): To replace glider rocker cushions, measure each piece on its own: the seat's front width, back width and depth; a T-seat's letters so A + B + B = C; the back's top width, bottom width and height…
- [Papasan cushion size: how to measure the bowl for a round cushion](https://cushionguide.com/guides/papasan-cushion-size/): Measure a papasan straight across the top of the bowl, rim to rim, then add about 2 to 3 in for the finished cushion diameter.
- [Loveseat cushions: one long seat or two, from real two-seaters](https://cushionguide.com/concepts/loveseat-and-settee-cushions/): Loveseat cushions come two ways: one bench-style seat that runs arm to arm, or two seat cushions that meet in a seam at the middle.
- [When a custom cushion is the wrong size or color: remakes, fixes and what to send](https://cushionguide.com/guides/custom-cushion-remake-wrong-size-color/)
- [What to write in a custom cushion order note: sizes, codes and extras](https://cushionguide.com/guides/custom-cushion-personalization-note/)

*Porch light's on — Rosa*

---

Written by Rosa Delgado (https://cushionguide.com/masters/rosa/) for CushionGuide (https://cushionguide.com/about/). The site explains made-to-measure cushions and the partner workshop makes them; measurements are in inches first. This Markdown mirrors the page at https://cushionguide.com/answers/damaged-missing-wrong-items-replacement/