Live tracking link
A carrier tracking link lands in your inbox the moment your package is collected. Click it any time to see where your cushion is on its journey.
FOAMERA · SHIPPING & RETURNS
From our atelier to your door.
Every Foamera cushion is cut, stitched, and filled by hand after you place your order. Below is exactly what happens between checkout and the moment your package arrives — plus how we handle the rare case when something goes wrong in transit.
The Process
From order to doorstep
Because each cushion is made to order, production runs on a predictable rhythm. Here is what happens at every stage.
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1
Order confirmed
You receive an order confirmation within minutes. Our studio reviews your measurements and fabric selection the next business morning.
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2
Production (5–10 days)
Your fabric is cut, the foam is shaped, and every seam is hand-stitched by our atelier team. Complex shapes can add 2–3 days.
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3
Quality control
Every cushion passes a two-person inspection: dimensions, stitch line, fill density, and fabric orientation all checked against your order.
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4
Packed with care
We fold in recycled kraft, wrap in tissue, and box in a right-sized carton. Fragile? We add edge foam and a hand-signed thank-you card.
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5
Shipped worldwide
Your tracking link arrives by email the moment the carrier collects the package. Typically 2–6 business days in transit, depending on your region.
Worldwide Delivery
Transit times & shipping fees
Transit estimates are business days measured from the moment your package leaves our atelier — not from the day you order. Production time precedes this window.
| Region | Transit | Shipping | Notes |
|---|---|---|---|
| United States (domestic) | 3–5 business days | Free | Express tracked service included on every order |
| Canada | 4–6 business days | Free | Duties prepaid at checkout |
| United Kingdom & Europe | 5–8 business days | Free | VAT/duties calculated at checkout |
| Australia & New Zealand | 6–9 business days | Free | Tracked air freight, weekday delivery |
| GCC (UAE, KSA, Qatar, Kuwait, Bahrain, Oman) | 6–9 business days | Free | Direct air routes, doorstep handover |
| East & Southeast Asia | 7–10 business days | Free | Japan, Singapore, Hong Kong, Korea, Taiwan |
| Remote regions | 10–18 business days | Quoted on request | Parts of Africa, South America, Central Asia, island territories — message us before ordering for a shipping quote |
Heads-up: Transit times are carrier estimates, not guarantees. Remote regions, peak seasons, and customs clearance can add 1–3 days. Final shipping fee is calculated at checkout based on cushion size, weight, and destination.
The Essentials
Tracking, insurance & packaging
Every shipment is fully insured, hand-packed in recycled kraft, and tracked end-to-end. Here is what to expect once it leaves us.
When the email arrives
Expect the shipping confirmation on the same business day your cushion leaves our atelier — typically between production day 5 and day 10.
Fully insured in transit
Every international package is shipped insured for its full retail value. If the carrier loses or damages your cushion, we cover the claim.
Recycled, right-sized packaging
Kraft outer, tissue inner, and a cotton ribbon — no polystyrene, no oversized voids. Your packaging is as considered as what is inside.
Custom Orders
What to know before you order
Because every cushion is cut to your exact measurements, bespoke orders work a little differently than off-the-shelf furniture. Please read these carefully.
Made-to-order, not returnable
Because every cushion is cut and stitched to the measurements you submit, we cannot accept change-of-mind returns on bespoke orders. Please double-check your dimensions before confirming checkout.
Measurements are your responsibility
We make exactly what you order. If a measurement was entered incorrectly at checkout, the cushion will not fit — and remakes in that case are at cost. When in doubt, email a photo of your space before ordering; we review measurements free of charge.
Fabric colour may vary slightly
Natural fibres, mill batches, and screen calibration all affect how a swatch looks online. Order a free fabric sample if exact colour match matters for your project.
Rush orders by arrangement
Need it faster than the standard 5–10 day production window? Email us before ordering. For a modest rush fee we can often move complex pieces to the top of the queue.
Returns & Replacements
If something arrives wrong
We stand behind every stitch. If your cushion arrives defective, damaged in transit, or materially different from your order, we will make it right — fast.
Report within 72 hours of delivery
Email hello@foamera.com with your order number, clear photos of the issue (and packaging if damaged), and a short description. We reply within one business day with next steps — usually a free express replacement, no return shipment required.
What we do
Manufacturing defect, damage on arrival, or wrong item shipped: free replacement via express carrier. If the cushion cannot be remade in time, we refund in full to your original payment method. Change-of-mind returns on custom-made items are not accepted — this is standard across the bespoke furniture industry, and it protects us from holding unsellable stock cut to someone else's measurements.
Handmade Note
A word on measurement tolerance
±2 cm (¾ inch) is within normal range
Foam compresses, fabric stretches, and hands are not CNC routers. A finished cushion may measure up to 2 cm larger or smaller than the dimensions you submitted — this is the industry tolerance for hand-cut, hand-stitched soft furnishings and not considered a defect. For an exact furniture fit, we recommend adding 1 cm to each dimension when measuring.
International Orders
Duties, taxes & customs
Import charges are the buyer's responsibility
Our listed prices and shipping fees cover the goods and the journey to your address — they do not include import duties, VAT, or customs brokerage fees your country may apply on arrival. These are charged by your local customs authority and collected by the carrier before delivery. If unsure, check your country's de minimis threshold before ordering. We declare every package accurately; under-declaration or false gift labelling is not something we will do.
If Something Goes Wrong
Lost or damaged packages
Packages are insured end-to-end. If yours goes missing or shows visible damage, follow these three steps and we will escalate with the carrier on your behalf.
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Document on arrival
Before opening, photograph the outer box from multiple angles. If the box shows crush marks, tears, or wet patches, refuse delivery or note "damaged" on the carrier's proof-of-delivery slip.
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Email us within 72 hours
Send photos of the packaging, the cushion, and any damaged areas to hello@foamera.com with your order number. For missing packages marked "delivered", include the carrier's tracking screenshot.
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We handle the rest
We open an insurance claim with the carrier and ship a free replacement on our standard express service — no need to wait for the investigation to close. You stay focused on the cushion; we chase the box.
Still Have Questions?
Ask us anything before you order.
Whether it is a non-standard size, a tricky shape, or a destination you cannot see on the zones table — our team reads every email and usually replies the same business day.
