The Cutting Table · a checklist answer
Where do I send a cushion return from the US?
Also asked as:How can I return the product?Where do I ship them?
Pull up a chair, neighbor. Now and then a cushion has to leave the porch it was made for, and it helps to know where it goes and who pays the postage.
SaveThe quick answer
US buyers send cushion returns to a US return address the workshop gives them, so message for the current address before you ship. If the cushion was made as ordered, you pack it, book the shipping and pay for it, and the refund is issued once the parcel arrives. Damaged, missing or wrong pieces: photograph them the day the box opens and ask for the plan in writing.
Key facts
- US buyers have been given a US return address or warehouse.
- Ask the workshop for the current return address before you ship.
- Returns that aren't the workshop's fault are shipped and paid for by the buyer.
- The refund is issued once the return arrives.
- Sofa length can be customized to fit a space, such as 72 in (183 cm) for a 77 to 78 in (196 to 198 cm) gap.
Have it made
Have Rosa’s workshop cut this for you
Swings sway, rockers rock, dogs circle three times. Tell the workshop what your seat goes through, and they will plan for it. — 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.
Six things to settle before the box leaves the house
- Ask the workshop for the current US return address before you book anything.
- Keep unused pieces in their original packaging.
- Book and pay for the shipping yourself when the cushion was made as ordered.
- Ship with tracking: the parcel is your responsibility until it arrives.
- Expect the refund after the parcel lands, not after you drop it off.
- Check the postage first; a partial refund may be offered instead of a return.
Which problems need a return, and which get fixed
| What happened | What the workshop does | Who covers it |
|---|---|---|
| Unused, no longer needed | Refund once the return arrives | You pay return shipping |
| Made as ordered, doesn't fit your space | Refund once the return arrives | You pay return shipping |
| Arrived damaged, missing or wrong | Asks for photos first; in past cases it replaced the affected part | The workshop, in past cases |
| Workshop made the wrong size | Remade the parts that didn't fit; buyers kept the wrong one | The workshop, in past cases |
| Seat cushions sagged or never expanded | Asks for photos or a short video; has sent replacement seat cushions | Replacements or a partial refund, in past cases |
A floor sofa, a support post and 5 spare inches
A buyer got in touch asking about the return policy before ordering a floor sofa, worried it wouldn't fit. The spot measured 77 to 78 in (196 to 198 cm) up to a support post.
The workshop's answer came before any talk of return labels: measure the space, then have the sofa made 72 in (183 cm) long. Nothing had to travel twice.
The cheapest return is the one you never mail
A cushion cut to your own numbers rarely needs a return address. If your spot is tight, measure wall to post and doorway to hallway before you order, and write the size in the order note. The floor sofa buying guide walks through clearances, and modular floor sofas can be made shorter than standard.
If the workshop got a size or color wrong, the remake Pattern explains the usual steps.
Sending foam back after all? A large vacuum storage bag and a household vacuum will compress it enough for a box.
What stands between your sofa and the wall: a post, a radiator, a doorway?
A floor sofa made 72 in long for a 77 in gap beside a support post never needs a return address: measure the space before you order.
Rosa
Buyer questions
- A common question
The sofa is still sealed, but it won't work in my space. How do returns work?
The workshop's answerYou arrange the return and pay the shipping yourself. The workshop gave a return address in the United States to send it to.
- A common question
Where do US customers send a return?
The workshop's answerTo a US warehouse address the workshop provides. Returns that aren't the workshop's fault are shipped at the customer's expense.
- A common question
Can I send back an unopened cushion I don't need?
The workshop's answerYes, unused items in their original packaging can be returned. You pay for and arrange the shipping, the parcel is your responsibility until it arrives, and the refund follows. Check the cost first; a partial refund may be offered instead.
- A common question
My sofa seat cushions went flat within weeks. Do I have to ship them back?
The workshop's answerNot in past cases. Send photos or a short video of the flat cushions before you ship anything. It has sent replacement seat cushions before, and partial refunds have been offered to buyers who were still unhappy.
Questions buyers ask next
Can I reuse a return address from an earlier order?
Ask first. The address given to buyers has not always been the same, so message the workshop for the current one before you book shipping, and keep the tracking number until your refund comes through.
Is the refund issued when I drop the parcel off?
No. The refund is issued once the return reaches the return address. Until then the parcel is your responsibility, so ship it with tracking and hold on to the receipt.
Does a wrongly sized cushion have to be sent back before it's remade?
Not in past cases: when the workshop made the size wrong, buyers kept or discarded the wrong piece. Send a tape-measure photo, which is what it asks for; only the parts that didn't fit have been remade.
