The Cutting Table
The Cutting Table, page 14
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
Shipping & delivery (continued) 41
Can you ship my order as a gift to another address, without the price?
Yes, a gift order can ship to another address with no price or invoice inside.
I only received part of my cushion set. Were the pieces shipped separately?
Multi-piece cushion orders ship in separate packages, each with its own tracking number, so the rest of your set is often just a parcel behind.
Tracking says delivered, but my package isn't here. Now what?
If tracking says delivered but the package isn't there, check the carrier's delivery photo, then the porch, side door, backyard, mailroom, parcel lockers and neighbors.
Is shipping included in the price, or is there a delivery charge?
Shipping on a custom cushion depends on the listing and the quote: custom cushions to the US have gone by express courier, large orders UPS Express and the rest FedEx Express, and the quote states…
Do custom cushions ship to Europe, and is shipping free?
Yes, custom cushions ship to European countries: Spain, Portugal, France and Norway have all been quoted.
My cushion package is stuck or seems lost. What happens now?
The workshop opens a case with the carrier and follows up daily, and your own call to the carrier as the recipient often gets answers faster.
Can I order the floor sofa from your own website to get it delivered in Europe?
At times, yes: when the marketplace listing couldn't ship the floor sofa to EU countries, orders went through the workshop's own website or a partner brand instead, for the same sofa from the same…
Do you ship custom cushions to Australia, and what does shipping add?
Custom cushions do ship to Australia, and freight there is expensive, so expect a shipping charge on your quote.
Only part of my sofa arrived. Is the rest still coming?
Most likely, yes: a floor sofa ships as several parcels, and on past orders they arrived a day or two apart.
My floor sofa arrived, but where are the metal bars?
The metal bars ship in their own small box, which can arrive on a different day or get overlooked at the door, in the backyard or with building staff.
Can I change my delivery address after I've ordered?
Yes, as long as the parcel hasn't shipped: message the workshop the correct address right away and the order is updated before it goes to the carrier.
Can you ship to a PO box or an APO military address?
No: cushion and floor sofa orders can't ship to a PO box or an APO/AE military address, because FedEx needs a full street address and cannot deliver to either.
Do you ship custom cushions to Canada, and how long does it take?
Yes, custom cushions ship to Canada by express courier to your address, and the workshop states the shipping cost and delivery time with your quote.
Which courier do you use: FedEx, UPS or DHL?
Custom cushions ship by express courier, mainly FedEx, with UPS Express for large parcels such as floor sofas and DHL for a few regions outside the US.
How long does delivery take once my cushion order ships?
Once a custom cushion order ships, delivery to the US runs by express courier, and the workshop gives the current estimate with your order.
Can I buy now at the sale price and have it delivered later?
Yes: you pay the sale price at checkout, and holding the shipment doesn't change it; the workshop keeps the order and ships it for the date you name.
Can I pay for express or faster shipping?
Yes: express shipping for a custom cushion is added by buying a separate express-shipping listing, or through a shipping-fee payment link the workshop sends.
Does the delivery need a signature, or can it be left at my door?
Usually no: orders ship by FedEx without signature required, so the courier can leave them at your address even if a carrier notice mentions a signature.
Can the floor sofa ship to Germany or elsewhere in the EU?
No, not at the moment: as of September 2026, complete modular floor sofas can't ship to any EU country while legal processes are resolved, and reopening is expected no sooner than 6 months out.
How big are the shipping boxes, and how much does a cushion weigh?
A custom sofa set typically ships as two packages of about 24 x 20 in (61 x 51 cm) each, and a single 16 x 40 in (41 x 102 cm) velvet cushion weighs about 4.5 to 6.5 lb (2-3 kg).
Will my cushion order come through the post office or by courier?
Your parcel is delivered by courier, not by post: orders ship only with FedEx, UPS or DHL, never through a national postal service.
How long does shipping to the US take?
Custom cushion shipping to the US goes by FedEx or UPS air express once the order leaves the workshop; one quote gave 3-4 days to New York.
Does the floor sofa come in one big box?
No, a floor sofa is shipped as several compact parcels, not one big box: usually two or three vacuum-sealed roll packs of compressed cushions plus one small square box of metal bars.
My tracking number hasn't updated. Has my cushion order actually shipped?
A tracking label that's created but not moving usually means the parcel hasn't been collected yet: the label is made when the shipping documents are prepared, sometimes a few days before the carrier…
Will my separate orders ship together in one package?
Not by default: separate orders ship in separate packages, each with its own tracking number, timed to go out around the same time.
Do you ship custom cushions to New Zealand?
Yes, custom cushions ship to New Zealand: send your dimensions and fabric choice, and ask the workshop to show freight on the quote in writing.
Do you ship the floor sofa to the UK?
Not always: floor sofa delivery to the UK has been paused at times since early 2025, though sofas reached UK buyers in 4 to 7 days in August 2024.
Will the courier bring my floor sofa to the door, even up the stairs?
In past deliveries, yes: FedEx and UPS brought the floor sofa to the buyer's door, walk-up apartments included, and the sofa arrives as vacuum-packed roll packs that one or two people can carry up…
I'll be away when my order is due. Can you delay delivery until I'm back?
Yes, a made-to-measure cushion or sofa order can be held while you travel: tell the workshop your travel or return dates, and it keeps the finished order, checks with you again, and ships it to…
FedEx missed me or says my address is wrong. What should I do?
Call your local FedEx or UPS office with your tracking number as soon as possible to correct the address, rebook delivery or collect from the nearest depot, and tell the workshop too.
Do you ship custom cushions to the UK, and what does delivery cost?
Custom cushions ship to the whole UK, Scotland included, and the workshop confirms shipping cost and timing with your quote.
Checkout says this item can't be shipped to my country. What can I do?
Check your own account settings first, because the marketplace decides where you are from your account country or region, the delivery address saved on your account, your shipping address and your…
Can you guarantee my cushion arrives by a certain date or event?
No, the workshop won't guarantee a delivery date, but it will aim for yours: it can mark the order urgent, speed up production, upgrade to expedited shipping and time the dispatch.
Can I choose the delivery day, or a safe place to leave my order?
Yes, you can ask for a delivery day, time and safe place: tell the workshop before dispatch, for example the backyard or a neighbor, and it passes the note to the courier.
Do you ship to Hawaii and Puerto Rico?
Yes, custom cushions ship to Hawaii and the other non-contiguous US states, and Puerto Rico can be added on request.
Can you change the delivery address after my order has shipped?
Once a package is in transit, the workshop can't change the delivery address itself; it can only ask the carrier, and a redirect isn't guaranteed.
Why do you need my phone number for delivery?
The express courier, FedEx or UPS, needs a reachable phone number for every delivery, so the workshop asks each buyer for one after purchase.
Can I pick up my order in person instead of having it shipped?
No, a custom cushion order usually can't be picked up in person; cushions are made to order and shipped by courier.
Can you delay shipping so my cushions arrive after I move in?
Yes, you can order now and have delivery wait until after you move in: write 'please deliver on or after' and your date in the order note.
Which countries do you ship custom cushions to?
Yes, custom cushions ship worldwide, and the workshop states the shipping cost for your destination with the quote.
Returns & remakes 28
Something wore out after about a year. Can I get replacement parts?
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.
The color is what I ordered, but I don't like it in my room. Can I return it?
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.
How accurate are handmade cushion sizes, and what tolerance is normal?
A handmade cushion is accurate to about ±1 in (±2.5 cm), the tolerance stated on the listing, and a difference of 3/8 to 3/4 in (1-2 cm) is typical and treated as acceptable.
Can I just buy a new cover in a different color instead of returning the cushion?
Yes, you can order a replacement cushion cover in a different color instead of returning the cushion.
I received the wrong color or fabric. What will you do?
If you received the wrong color or fabric, send a daylight photo and ask the workshop to confirm the fix in writing.
Do your custom cushions and floor sofas come with a warranty?
Warranty terms for custom cushions and floor sofas come from the workshop, not from this site, so ask for them in writing before you order and keep that message.
A seam came open or the zipper broke on my new cover. Can I get a replacement?
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.
What if I don't like the cushions when they arrive? Can I send them back for a refund?
Yes, you can return cushions for a change of mind, but you arrange and pay the return shipping yourself and the refund is issued once they arrive back safely.
My cushion measures differently from what I ordered. What photos do you need?
Wait 3-4 days after unpacking, then send tape-measure photos of the full length edge to edge, the full width seam to seam and the thickness measured straight up, plus one of the cushion in place.
Who pays for return shipping, and are returns ever free?
For a change of mind, past returns of custom cushions went back at the buyer's cost, with no prepaid label; check the listing's return terms before you send anything.
Buyer questions
- A common question
It's a gift. Can you leave the price out of the package, and how do I check my address?
The workshop's answerYes, gift orders are packed without any pricing or invoice. Check your address on the checkout page, and you can also write it in the order notes so the workshop double-checks it.
The full answer: Can you ship my order as a gift to another address, without the price?
- A common question
Why does my Australian quote include shipping, and is it cheaper for two items?
The workshop's answerAustralia is one of the destinations where shipping is charged, because freight is expensive. The first piece carries a higher fee than each additional piece, since carriers price by size and weight and combining parcels doesn't lower the cost. Custom shapes such as the corner tufted floor cushion also carry an extra charge.
The full answer: Do you ship custom cushions to Australia, and what does shipping add?
- A common question
When will my order arrive once it has been sewn?
The workshop's answerThat buyer was told the finished order would go to the carrier within a day or two, with delivery estimated at 2-3 days after that. Tracking is shared as soon as the parcel ships, and your own estimate comes with your order.
The full answer: How long does delivery take once my cushion order ships?