The Cutting Table
The Cutting Table, page 13
Each answer starts from one question buyers ask again and again, then gives the short version, the workshop's reasoning, other ways the question is put and the follow-ups buyers ask next.
765 answers · 28 topics
Changing an order (continued) 22
Can I add another cushion to an order I've already placed?
Yes, but once your first order is in production, the extra cushion goes in a separate order, which keeps it from being mixed up in a queue of hundreds.
I ordered the wrong size. Do I just pay the difference if the new one is bigger?
If you ordered the wrong cushion size, there is no need to cancel: before production, the workshop makes it at the correct size and settles the difference.
Can I cancel my cushion order, and how long does the refund take?
A custom cushion order can be canceled and refunded before production starts; once the fabric is cut or the order has shipped, it usually can't be.
Is it too late to change the color if my cushion is already cut or made?
Yes, it's too late for a free color swap once the fabric is cut or the cushion is made; the original colors ship.
Can I extend my floor sofa into an L-shape or buy extra backrests later?
A modular floor sofa can be extended into an L-shaped corner couch later by ordering the same sofa again in the same color.
Can I change my shipping address after I've ordered?
Yes, you can change your shipping address after ordering: send the correct address and the workshop updates it before dispatch and confirms it in writing, even to a different country from your…
Can I change the color of my cushion after I've already ordered?
Until production starts, you can change your cushion color after ordering, even after payment.
Can I cancel a custom-size cushion once it's already in production?
Usually not for a full refund: once a custom-size cushion is in production, it is being made only for you.
How do I order several cushions in different sizes or colors?
To order multiple custom cushions, add each size to your cart as its own item, such as 18 x 18 in (46 x 46 cm) and 20 x 63 in (51 x 160 cm), or ask for one custom listing.
I placed an order by accident. Can you cancel it?
Usually, yes: a cushion order placed by accident can be canceled and refunded if you write before production starts, and the refund can take a few days to appear.
I ordered my trapezoid cushion on the rectangle listing. What do I do now?
If a trapezoid cushion went through the rectangle listing, reorder on the custom-shape listing and the workshop cancels the first order with a full refund.
How do I make sure you use the right color after I change it?
To change or confirm a cushion color after ordering, send the exact fabric code, such as COR-209 or velvet 14, not a description like “dark gray.” The workshop then sends a photo of the chosen…
Lead times & production 20
The listing shows a delivery estimate. Why hasn't my order shipped yet?
The delivery estimate shown on a listing counts only transit time, not the days a handmade piece spends being made.
Can you delay shipping so my order arrives on or after a certain date?
Often, yes: past buyers wrote the date in the order note or messaged the shop, and the finished order was held and handed to the courier to arrive on or after that day, not before.
How long does a custom bench cushion take to make and deliver?
Custom bench cushion lead time has two parts: the days the workshop needs to make it by hand, then delivery after dispatch.
Do you have ready-made cushions that ship faster than custom orders?
Some items ship faster than custom work: stock sofas and in-stock 28 x 56 in (71 x 142 cm) cushion sets can leave soon after you order, while custom cushions are handmade to order first.
How long does shipping take once my cushion order is dispatched?
An air express cushion order runs on two clocks: production at the workshop, then delivery to the US or Canada after dispatch.
Why is my custom cushion order taking longer than expected?
A custom cushion order usually runs late for one of three reasons: a busy stretch of around 200-300 active orders, a fabric or piping fabric held up at the mill, or a piece being remade after a…
What happens if the fabric I picked for my cushion is out of stock?
If your cushion fabric is out of stock, the shop tells you right away and you choose: switch to an in-stock fabric from the charts and production can start without the fabric wait, or wait while the…
Does a custom fabric or custom size make the floor sofa take longer?
Yes, a custom fabric or size adds time to a modular floor sofa.
Can I get my cushions by a specific date for an event?
Often, yes: custom cushions have been made for a specific date when the order went in right away with the deadline written in the order note or personalization box.
Can a custom cushion be made and delivered in just a few days?
Usually not: a fully custom cushion is handmade, so it needs several days of production before express delivery, and deadlines only a few days out have been declined.
Can I pay extra to rush my custom cushion order?
Often, yes: paid priority production moves your custom cushion order to the front of the queue so it reaches the carrier sooner.
How long does it take to make a custom cushion before it ships?
A custom cushion is made by hand to order before it ships, so production time depends on the piece: simple pieces are quickest, most custom orders take longer and bigger orders longer still.
Why hasn't my cushion order gone into production yet?
A custom cushion order is usually waiting on you: the cover isn't sewn until your fabric code is confirmed, and for custom shapes the fabric isn't cut until you send a sketch or drawing of the exact…
Do curved or complex custom cushions take longer to make?
Yes, curved and complex custom cushions take longer than standard ones, because every curve goes to the workshop's most experienced craftsman.
How long does a modular floor sofa take to arrive after I order?
A ready-made modular floor sofa reaches the US sooner than a custom-size one, because a custom length adds its own cutting and sewing before the sofa ships by air express with UPS or FedEx.
Can I order the floor sofa now at the sale price and have it delivered after I move?
Yes, you can order the floor sofa now at the current price and have delivery held until after your move.
How long does a custom cushion take to make and deliver?
A custom cushion's lead time has two parts: making it by hand, then express delivery after dispatch.
Can you guarantee my custom cushion arrives by a certain date?
No custom cushion delivery date can be guaranteed 100%, but you can ask for the order to be prioritized and for a dispatch day in writing.
Why hasn't my cushion order shipped yet? Do holidays delay it?
Yes, holidays can delay a custom cushion order: the workshop closes for holidays and couriers don't collect, once for 9 days in a row.
Can you send a photo of my cushion before it ships?
Yes: ask, and the workshop photographs your finished cushion and sends the pictures before it goes to the courier, and it can wait for your approval.
Vacuum packing & recovery 17
Can I leave my cushion in its vacuum packaging until I need it?
Foam should stay vacuum packed no longer than 2-3 weeks, so open cushions and floor sofas when they arrive.
Only part of my sofa arrived. Where are the rest of the packages?
If only part of your sofa was delivered, the rest is usually still in transit: large orders ship as several parcels at the same time, each with its own tracking number, and they often land on…
How long does a vacuum-packed floor sofa take to expand after unboxing?
A vacuum-packed floor sofa takes about 36-48 hours to reach its photographed shape: most pieces fill out in 24-36 hours, and full firmness takes 3-5 days, occasionally up to a week.
My cushion measures shorter than I ordered. Is that from the vacuum packing?
A cushion that measures short on arrival is usually still recovering from vacuum packing: the foam keeps expanding for several days, typically 48-72 hours, often 3-5 days and up to about a week.
How does the floor sofa ship? How many boxes, and does it need assembly?
A standard floor sofa ships in 3 packages: one roll pack with the 2 backrests, one with the 2 seat foams, and a small box of metal frame bars.
My cushion arrived flat and thin. How long until it expands?
Most vacuum-packed cushions regain their full shape within 24-48 hours of opening.
My velvet or corduroy looks marked after vacuum packing. Is it damaged?
Velvet or corduroy that looks marked after vacuum packing is usually pressed pile, not damage.
The package is tiny. Is my whole cushion set or sofa really in there?
Yes, a tiny package can hold your whole order: cushions, floor cushion sets and sofas ship vacuum-compressed, so a full set with seat, backrest and armrests fits in a small, flat parcel.
One cushion still hasn't expanded after a few days. What should I do?
A foam cushion that hasn't fully expanded usually recovers if you take the cover off, shake, pull and pinch the foam, and give it a few more days.
Can I vacuum-pack a foam cushion again to send it back?
Yes, roughly: put the cushion in a large vacuum storage bag and pull the air out with a household vacuum, or let a pack-and-ship store compress and box it.
I only received the cover. Where is the foam insert?
If you received the cushion cover but no foam, look again: foam inserts are vacuum-compressed inside their covers for shipping, so a finished cushion can look like an empty cover.
My cushion cover is creased from the vacuum packing. Will it smooth out, or should I iron it?
Yes, creases from vacuum packing relax on their own, usually within about a week, and within 7-10 days for a deep center crease.
How heavy is the floor sofa, and can one person carry the boxes?
A floor sofa ships in vacuum roll packs of about 22 to 33 lb (10 to 15 kg) each, so one person can carry them.
My cushion has a hump or uneven corners after unpacking. How do I flatten it?
A cushion with a hump after unpacking was usually folded before vacuum sealing, and it flattens as the filling recovers: sit on it, tug it back into shape, and work the filling, even beating it…
How big are the sofa boxes, and will they fit through a narrow door?
A vacuum-packed modular floor sofa arrives as rolls of about 12 x 12 x 43-47 in (30 x 30 x 110-120 cm), usually 2-3 rolls plus a small bar box.
How do I open a vacuum-packed cushion without cutting the fabric?
Open a vacuum-packed cushion by hand, not with a knife: there is no protective layer between the cover and the plastic, so a deep cut goes straight into the fabric.
Doesn't vacuum-packing ruin a foam cushion?
No, vacuum packing in transit does not damage a foam cushion: the foam returns to full shape once the bag is opened, usually in about 24 to 48 hours.
Shipping & delivery 41
Do you ship on weekends or during holidays?
No, finished cushions don't ship on weekends or during the workshop's holiday closures, because the workshop is closed and couriers don't collect.
Buyer questions
- A common question
I've already placed an order. Can I add one more cushion to it?
The workshop's answerPlace a separate order for the extra cushion. Once the first order is in production, keeping them separate avoids mix-ups with hundreds of orders in the queue. If you haven't ordered yet, the workshop can build one custom link that bundles everything, with shipping handled together.
The full answer: Can I add another cushion to an order I've already placed?
- 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.
The full answer: Can I cancel a custom-size cushion once it's already in production?
- A common question
How long does a custom cushion take, from ordering to having it at home?
The workshop's answerIt depends on the season and the piece, neighbor. Making comes first, then delivery after dispatch. One pair of plain bench cushions was quoted at 5 days of making plus 3-5 days of delivery; with over 100 orders in production everything runs longer, trapezoid, custom-fabric and fully custom pieces included. Leave a margin before your date.
The full answer: How long does a custom bench cushion take to make and deliver?