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The Cutting Table · a checklist answer

Can I return a custom made cushion or cover?

Also asked as:Do you accept returns of the custom cover?Is there a free return policy?

Pull up a chair, neighbor. The honest answer has two halves, and which half you're in depends on one question: whose mistake was it?

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The Porch Keeper of Savannah · · Updated

Terracotta, mustard and cream stripe seat cushion with two terracotta back pillows on a gray wood bench in a screened porchSave
Warm kilim stripes in terracotta, mustard and cream on a weathered bench in a screened porch, with plump terracotta pillows and succulents on the sill.

The quick answer

Often, yes: a custom made cushion can come back, but who pays depends on why it comes back. For a faulty, damaged or wrongly made cushion, send photos and ask the workshop to confirm its fix in writing; past errors were remade. One made exactly to your measurements can still come back for a change of mind, but you pay the return shipping, and the refund follows inspection.

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Key facts

  • For a faulty, damaged or wrongly made item, start with photos; past production errors were remade and sent.
  • Change-of-mind returns of custom items are possible, but the buyer pays return shipping.
  • No prepaid return label or QR code is provided.
  • The refund is issued after the returned item arrives and is inspected.
  • A wrong size caused by the buyer's own measurements counts as a change of mind, not a fault.
  • Return shipping on a cushion is often more than the item is worth.
  • Ordering fabric samples first is the recommended way to avoid returns.
  • Refunds go back to the original payment method; how fast they show depends on the bank.
  • Covers-only orders from the zippered-cover listing follow that listing's own return terms, so check them there.

Have it made

Have Rosa’s workshop cut this for you

Every good cushion I know started with a long porch chat. This is the short version: leave your number and the workshop will call. — 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

On the workshop: faults, damage and production errors

  • A cushion that arrives faulty or damaged.
  • A production error: the wrong size, color or fabric compared with your order. Past errors were remade and sent.

On you: return shipping, no prepaid label

  • A change of mind on a cushion made exactly to your numbers and fabric code.
  • A size that's wrong because your own measurement was off.
  • Postage you arrange yourself: there is no prepaid label or QR code.
  • A refund that waits until the cushion arrives and is checked.
A real project

The color that was right, and still wrong

A buyer wrote to the workshop unhappy with a color they had chosen themselves. The cushion matched the order, so it wasn't a fault, and color preference isn't grounds for a free return. The workshop offered a partial refund instead.

On my porch we'd call that meeting halfway. Better still is never needing to: hold fabric samples against your room first, and measure the bench cushion space with the bench measuring pattern open beside you.

If the workshop cut the cushion wrong, that's its fix to make; if the cushion matches your numbers, the return shipping is on you.

Rosa Delgado
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Buyer questions

  1. A common question

    What happens if my custom cushion doesn't fit?

    The workshop's answer

    If it's a production error, send photos; past errors were remade. If it was made to the measurements you ordered, it's a change of mind and return shipping is yours; costs vary by size, weight and carrier, so order fabric samples first.

  2. A common question

    If I pick a size from the dropdown and write my exact size in the note, can I still return it?

    The workshop's answer

    Yes; you'd pay only the return shipping. The workshop makes the cushion exactly to the measurements and color you give, so it should fit.

  3. A common question

    The color looks different from the swatch and photos. Did you use the wrong fabric?

    The workshop's answer

    The workshop checks its production records for the fabric code and asks for daylight photos, since lighting and screens shift color. When a listing photo misled, the cover was remade; otherwise a new cover in another shade has been offered at cost.

  4. A common question

    My cushions lost their shape within weeks. Will you replace them?

    The workshop's answer

    Send photos and say when the box was opened. In past cases, seat cushions that sagged within weeks or never fully expanded were replaced.

Questions buyers ask next

Is a wrong measurement treated as a defect?

No. If the cushion matches the numbers you sent, a size that doesn't fit counts as a change of mind. If the workshop cut it differently from your numbers, that's its error; send tape photos that show the difference.

Do I get a prepaid return label?

No. For change-of-mind returns there is no prepaid label or QR code. You choose the carrier and pay the postage, and the refund is issued once the cushion arrives and is inspected.

How do I lower the risk of a return?

Order fabric samples first and double-check your measurements before you pay. The workshop calls that the low-risk route, because return shipping often costs more than the cushion.