Shipping & Returns

Shipping & Returns


Ships out in 4-6 weeks


There will be no returns on personalised cushions since we don’t want to limit your creativity and allow you to experiment with how to design cushions. It takes a lot of effort to transform your personalised idea into cushion covers, and we don’t want you to waste your time by returning them.

Returns Policy

Your product is completely unique to you and produced to order. You are solely responsible for any measurements and other settings you submit on our online purchase form. Never presume that we are aware of your furniture’s dimensions. As a result, we cannot accept returns. We will collaborate with you to ensure that your product achieves the intended outcome. We won’t be able to resell any cushions produced to your requirements.

Due to the unique and made-to-order processes involved, Custom orders, Special orders, and Close Out orders are NON-RETURNABLE and CANNOT BE CANCELLED once placed.

Shortages, damages, or inconsistencies in orders must be reported within two (2) business days after receipt. Cushions Custom Customer Service Department must approve all returns and refunds before they are processed.

Shipping charges are non-refundable, and all restocking fees will still apply if an order is denied. If a consumer denies a product, they will be responsible for all costs we pay in returning the box to us. Customers who refuse delivery of a personalised non-refundable item will not get any credits, and they will be charged an extra cost for any return fees we incur after the shipment is refused. The denied shipment will stay in Custom Cushions’ ownership until the buyer pays for the item(s) to be resent. The item is forfeited if payment is not collected within 30 days after the first missed delivery.

Damage in Shipping

Please inspect your order as soon as possible after receiving it and contact us if anything is broken. Please contact our Customer Service Department during normal business hours within 48 hours to report the damage. We’ll need images of both the damaged item and the packaging it was arrived in. Please send us photos that are no more than 300KB per. If you are unable to email the images, they can be mailed to our corporate headquarters. To contact the transportation company and file the appropriate damage claims, we need the photographs. We will arrange for damaged products and their packaging to be examined, returned, and replaced when the claim is made to the shipping company.

IMPORTANT Keep the original shipping containers and packing that your item arrived in, as these will be required for inspection.

Customer Responsibilities

  1. We are not liable for cushions that the client dislikes because the fabric colour or texture does not match the colour on their computer monitor or other fabrics in their home. If fabric samples are important to you, we recommend getting them before placing an order for cushions. Fabric samples are inexpensive but nonrefundable.
  2. We are not liable for pillows that are created correctly but with inaccurate client information. Customers must make confident that the dimensions they offer are correct.
  3. We shall not be held liable for any damages caused by the customer’s poor care and maintenance.
  4. It is the responsibility of the client who receives the shipment to inspect it for shipping damage before opening it. Within two business days, photograph the damaged area and contact us. To submit the claim on your behalf, we need images (before to opening) and any packing materials.
  5. All cushions are permitted a 1′′ error on the dimensions specified by the client (width, depth, and thickness). This means that each dimension might be 1′′ larger or less than the ultimate dimension.
  6. COVERS ONLY orders that do not fit the customer’s foam or fibre fillings are not our responsibility. We can only build them to the specs provided; fitting them correctly is entirely the responsibility of the client.
  7. We are not liable for pillows that the client believes are too thin or too thick, despite the fact that they were created appropriately based on the customer’s measurements.
  8. We would gladly handle any of these difficulties in a courteous, professional, and timely way in order to assist the client in achieving the desired goals. If the error was caused by a customer ordering error, the customer accepts responsibility and bears the expense of fixing the issue.
  9. We are not liable for pillows that the client finds uncomfortable or dislikes for any other subjective reason.
  10. Any mold-related concerns will not be covered by our guarantee. Sunbrella textiles are a solution-dyed acrylic fabric that does not hold mould, although mould may and will develop on top of it if the conditions are right. This is easily remedied by washing your covers according to the fabric care page. Inserts will not be included if there is a problem with the textiles that is covered by Sunbrella’s guarantee. Only the COVERS of the cushions will be changed with the same fabric. WITHOUT EXCEPTION. The consumer is responsible for returning the inserts to us (including the cost of shipping).
  11. Orders would require signature for delivery from USPS/DHL/FedEx as they are International Priority mail and are insured by us to avoid theft, lost or damages in transit, in-case the order are not received by authorised recipient it would be return back to the nearest hub or post-office, it can be then be either rescheduled for redelivery or can be picked in person. Further, if package is not collected by time mentioned in the notice – the package would be returned back to us. There will be additional charges to re-ship them and cancellation of order would not be valid. Customers can also opt-out from signature by informing our customer service team while placing order.

Return Procedures

  1. Inform us about the problem with your merchandise (s).
  2. A member of the team will assist you with the claim processing.
  3. If your issue is covered by warranty, we will instruct you to return the product or part to our corporate headquarters.
  4. Without a Return Authorization Number from our customer care person, your return will not be accepted.
  5. An address for returning your order will be supplied to you. After our customer care agent has authenticated the return, you will get a full replacement, replacement component, or repaired goods.
  6. After inspecting the damage, you may seek a repair or replacement quote if a problem develops after the warranty term has expired.