Frequently Asked Questions
How are your products made?
Our products are handmade in our Bristol Studio with the greatest care and attention to detail. We only use the highest quality threads and then 4 stitch overlock each cushion to make sure everything is secured.
How do I care for the products?
Remove insert and hand wash or gentle machine wash separately with gentle laundry liquid, line dry and iron on reverse on a low heat setting whilst slightly damp. DO NOT bleach or tumble dry or expose to naked flame.
What if my item is out of stock or backordered?
Our products are sometimes produced in small quantities, so we may have limited stock in certain items. To inquire when we are getting a product back in stock, please contact email@example.com
Do you accept wholesale orders?
Yes, we do. Please contact us for wholesale rates and policies.
Do you sell inserts for the cushions?
Yes, we currently stock Feather & Fibre cushion inners for a majority of our 18" x 18" & 20" x 20" Cushions. If sourcing your own, for best results, we recommend purchasing a size up in cushion inners (for example: for an 18" x 18" cushion purchase a 20" x 20" cushion inner).
What is your shipping policy?
Our website accommodates shipments within the United Kingdom & Europe with UK Royal Mail Delivery Service, DHL Express & Hermes. We currently do not ship to P.O. boxes. If you would like to place an order to be shipped outside of this region, please contact us at firstname.lastname@example.org for shipping rates and we can arrange delivery.
We process orders Monday through Friday (excluding major holidays) and generally ship from our warehouse within 5-10 business days.
Shipping method and cost are determined based on order weight, and will be displayed during checkout.
NOTE REGARDING INTERNATIONAL ORDERS: International customers are responsible for customs charges, tariffs, and taxes. Duties and taxes are determined by the customs agency within the destination country. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Payment of any duties and taxes is the responsibility of the recipient, and these fees are collected at the time of delivery. More information can be obtained by contacting your local customs office.
What is your return policy?
I gladly accept returns and exchanges:
Product must be clean, in original packaging, and in resalable condition to receive a full refund. Laundered items will not be accepted. Any shipping fees associated with making returns or exchanges are the responsibility of the customer and will not be refunded.
Contact me within: 14 days of delivery
Send items back within: 30 days of delivery
The following items can't be returned or exchanged:
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
Custom or personalised orders
Perishable products (like food or flowers)
Intimate items (for health/hygiene reasons)
Conditions of return:
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
To initiate a return/exchange and obtain a return authorisation, please send an email to email@example.com with your order number and reason for return.
Please note that our products are handcrafted, so there may be slight variations in color, printing, and stitching. We do not consider these flaws, but rather an indication of our products individuality.
Do you offer a mending service?
On the rare occasion you may need your cushions zip replacing or a small mend you can return the item to us within 4 months of purchase & we will do our best to provide a solution. (Buyer is responsible for the return delivery cost and any fabric replacement costs through fault of their own)