We are a small family owned business and take pride in our work. Our goal is to provide customers with a high quality custom handmade product to meet customers needs and expectations. Due to the custom nature of our product there are no refunds or cancellations on your custom order. Before placing your order please read our terms below and reach out with any questions or concerns.
By purchasing from The Hearth and Home Store, you agree to these terms and conditions .
If you do not agree to the terms and conditions below, please do not proceed with your purchase.
Terms & Conditions
At Hearth and Home, we are invested in each order 100%. During our conversation, we will help you measure, choose your padding thickness, and select your fabric and accents, taking into account the perfect feel for the room. Please understand that each cushion is handmade to fit your space, so we rely on great communication from our clients so we can get a good understanding of your space. Reach out to our Design Consultant to get personal assistance.
We strongly recommend purchasing a swatch before placing your order if you are color matching as computer monitors can show a variation of color. We firmly DO NOT accept returns based solely on the expectation of color. Product images on our site are not the exact item your will be receiving so please understand the colors, textures, patterns may appear slightly different than the actual product material you will be receiving. Browse to the Fabric Choices page to our options. Fill in the form at the bottom of the page to request a swatch.
Please be sure your dimensions are accurate. It is our responsibility to create custom cushions and pillows in the fabric, trim, and fill selected by the customer in the dimensions provided by our customer with our allowable variance.
Allowable Variance for the following products:
Standard Box Cushion: +/- 1/2 inch width, depth and length of provided dimensions
Button Tufted Cushions: +/- 1/2 inch width, depth and length of provided dimensions
Hand Tufted Cushions : +/- 1 inch width, depth and length of provided dimensions
Customers must measure using The Hearth and Home Store guidelines. We are more than happy to assist you at anytime throughout the process. View our Measurement Guides page for tips on how to measure.
Your comfort is important to us, however we cannot guarantee or accept returns based on the firmness/softness or other factors regarding the comfort level of our products. When we speak with you, we’ll find out what comfort level you are seeking and will advise accordingly.
Care & Cleaning
We recommend spot cleaning all of your upholstery fabric for best results. Use cold water and mild detergent (such as Woolite). Drying is NOT recommended – Air Dry Only.
If you have chosen a Premier Prints fabric, the manufacturer recommends not laundering as it may shrink.
If you do choose to wash your Hearth and Home custom upholstered fabric or item(s), we are not responsible for any damages that may occur during the process. Hand tufted and button tufted cushions cannot have their cover removed for washing.
Shipping charges are the responsibility of the customer. Any costs associated with correcting mistakes made due to customer error will be responsible for shipping both ways. A 25% restocking fee will be applied upon receipt and inspection of the item. Please check for shipping damage prior to opening. If anything does not look right to you please photograph the area of concern prior to opening the package. Upon Checkout please make sure your address is correct . This is the address we will ship the order. If you need redirect your order after shipment there will be a $18 fee. Any special handling charges need to be brought to our attention upon order placement i.e. leave package at the front door etc.
Custom orders are nonreturnable and nonrefundable if the item(s) were made with dimensions and materials you selected and approved. Hearth and Home is not responsible for reworking custom orders if you submitted incorrect information such as size, fabric type, and style. However, if the mistake was made on our part, we will gladly correct and reship the items.
Cancellations are NOT accepted at any time for monogrammed and personalized items, nor for custom cushions and pillows once the sale is processed.
Your satisfaction is very important to us. Should there be any issues regarding your custom order upon receipt please contact us within 3 to 5 business days. We reserve the right to correct any mistakes made on our part. All returns and refunds are subject to final approval from our Customer Service Department. Although a mention of specific details for your order may have been previously discussed, this does not mean those details will be in your final order if those details are not written or listed on your purchase order. We take each custom upholstery order personally and can’t imagine any other way of doing business!
Please communicate with us in the contact section to ensure the fastest possible service, or feel free to call 636-337-5200.