Returns + Exchanges

Standard Made-to-Order Cushions
SOFEN cushions are primarily made to order. Standard cushions are produced after purchase confirmation, but are not personalised, and therefore eligible for return under EU consumer law.

• You may return standard cushions for a refund within 14 days of receiving your order.

• Items must be unused, unwashed, and in their original condition and packaging.

• To start a return, please contact us at mail@sofen.co with your order number. If you would like a different cushion, a new order will need to be placed.

• Once we receive and inspect the returned item, your refund will be issued to the original payment method within 7–10 business days.

• Please note: shipping costs are non-refundable, unless the item was faulty or damaged on arrival.

Bespoke / Customized Cushions
Cushions made specifically to your specifications — including custom colours, fabrics, dimensions, personalisation, or unique designs — are non-returnable and non-exchangeable, except in the case of damage or manufacturing defects.

If a bespoke cushion arrives damaged or faulty, please contact us within 7 days of delivery with your order number and photos. We will promptly arrange a replacement or refund, and in this case, return shipping will be covered by us.

Damaged or Faulty Items
If your cushion arrives damaged or faulty, please contact us within 7 days of delivery with your order number and photos. We will promptly arrange a replacement or refund, and in this case, return shipping will be covered by us.

Return Shipping
For standard returns, customers are responsible for return shipping costs. We highly recommend using a trackable shipping service to ensure safe delivery.

We truly appreciate your understanding and support of our made-to-order and bespoke production — it allows us to create each cushion with care and intention, just for you, while avoiding overproduction and caring for the environment.