Delivery and returns

How ordering works

There is no checkout on this site. Every product page links to the listing where that piece is sold, and the order, the payment and the delivery are handled there. It is also why the prices here match: they are read from the live listing rather than typed in by hand.

It means the terms that apply to your order are the retailer's own — their delivery window, their payment methods, their returns period, their customer service. Nothing on this page overrides any of it.

What arrives

Soft goods ship compressed. Cushions and covers are vacuum-packed flat, which is why a package that should hold two twenty-inch cushions arrives the size of a book. That is normal, and so is the crease pattern that comes out of the bag with them.

Frames, cast pieces and glazed items ship boxed with corner protection. Where a set of two or more is ordered, it usually travels in one carton, but larger sets can be split and can arrive on different days without anything being missing.

A vacuum-packed cushion needs a day. Take it out of the bag as soon as it arrives, shake it out, and leave it somewhere warm overnight before deciding it is thin — the loft comes back on its own and it is not something that can be judged on the doorstep.

Damage and missing pieces

Open the package and check the contents against what you ordered before anything gets washed or assembled. Glazed frames are the ones to look at first: corner damage to a carton usually means a cracked pane inside, and a hairline crack is easy to miss until it is in the light.

If something is damaged or a piece of a set is missing, raise it through the order the purchase sits in, with photographs of the item and the packaging. That route reaches a replacement faster than any message passed on from here.

Returns

Returns run through the same account as the order, within the retailer's stated window. Start the return before you do anything else to the item — a cover that has been washed is not returnable, and a cushion that has been taken out of its vacuum bag will not go back into it.

Keep the packaging until you are sure. This is the most common reason a return in this category turns awkward: the original bag or carton is the thing that makes it simple, and it is also the first thing to get thrown out.