The Cutting Table · a checklist answer
Where do I send a cushion return, and is there a US address?
Also asked as:How can I return the product?Where do I ship them?
Neighbor, nobody likes taping a cushion back into its box. If it has to go, here's where it goes and who pays the postage.
SaveThe quick answer
US buyers send cushion returns to a US return address that the workshop provides, so ask for the current address before you ship. A return that isn't the workshop's fault is packed, shipped and paid for by you, and the refund is issued once the parcel arrives. For damaged, missing or wrongly made pieces, send photos and ask the workshop what it will do.
Key facts
- US buyers have been given a US return address or warehouse.
- Ask the workshop for the current return address before shipping.
- Returns that aren't the workshop's fault are shipped and paid for by the buyer.
- The refund is issued once the return arrives.
- Unused items in their original packaging can be returned.
- Sofa length can be customized to fit, 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.
Before the box leaves your porch
- Message the workshop and ask for the current US return address.
- Keep unused pieces in their original packaging.
- Book and pay for return shipping yourself if the cushion was made as ordered.
- Use tracking: the parcel is your responsibility until it arrives.
- Expect the refund once the return is received, not when you drop it off.
- Check the shipping cost first; a partial refund may be offered instead.
Whose shipping was it in past returns?
| What happened | What the workshop did | Who paid shipping |
|---|---|---|
| Unused, no longer needed | Refunded once the return arrived | The buyer |
| Sofa doesn't fit your space | Refunded once the return arrived | The buyer |
| Arrived damaged, missing or wrong | Asked for photos first, then replaced the affected part or offered a partial refund | Nothing went back: the buyer kept the piece |
| Workshop made the wrong size | Remade only the parts that didn't fit | Nothing went back: the wrong piece was kept or discarded |
| Foam never fully expanded | After a week of waiting and photos, sent a replacement insert for the one flat cushion | Nothing went back: the existing cover zipped onto the new foam |
The sofa and the support post
A buyer wrote to the workshop asking about returns before ordering a floor sofa for a tight spot: 77 to 78 in (196 to 198 cm) between the wall and a support post. The workshop's answer was to measure first and have the sofa made 72 in (183 cm) long, with a few inches to spare.
Kids and dogs are the real quality control, but a tape measure comes a close second.
The return you never have to make
The best return is the one you never make. If your spot is tight, measure it wall to post and door to hallway before you order, and let the workshop cut to your numbers. The floor sofa buying guide covers clearances, and the remake Pattern explains what happens when the workshop gets a size or color wrong.
What's standing between your sofa and the wall: a post, a radiator, a doorway?
Measuring before ordering beats any return address: a floor sofa can be made 72 in long to fit a 77 in gap beside a support post.
Rosa
Buyer questions
- A common question
I haven't opened the sofa, but it won't work in my space. How do returns work?
The workshop's answerYou arrange and pay for the return shipping yourself. The workshop gave a return address in the United States to send it to.
- A common question
Where do I send a return from the US?
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 return 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 cushion came in the wrong size. Do I have to send it back?
The workshop's answerSend the workshop a tape-measure photo of every piece. In past cases where the workshop got the size wrong, only the parts that didn't fit were remade and the buyer kept or discarded the wrong one, or a partial refund was taken instead.
Questions buyers ask next
Is the return address the same every time?
Ask each time. Return addresses given to US buyers have changed over time, so message the workshop for the current one before you book shipping, and keep the tracking number until your refund arrives.
When is the refund issued?
Once the return reaches the workshop's return address, not when you drop the parcel off. Ship with tracking so both sides can see when it lands, and keep the receipt until the refund shows up.
Do I pay return shipping if the cushion arrived damaged?
Photograph damaged, missing or wrong items the day the box opens and message the workshop, neighbor. In past cases nothing had to go back: the workshop replaced the affected part, or the buyer took a partial refund and kept the piece.
