Every made-to-order piece is built based on your selected configuration, fabric, and finish. Most custom orders are completed within approximately 10 to 12 weeks from order confirmation.

• Production timelines may vary depending on material availability and order volume
• Estimated timelines exclude weekends, holidays, and carrier-related delays
• Your confirmed timeline is communicated at the time of purchase

If a made-to-order item has not shipped within 22 weeks from the purchase date, you may contact our team to review available cancellation or refund options.

This policy is intended to provide additional flexibility while accounting for custom manufacturing timelines.

Cancellation requests may be submitted within 48 hours of placing the order. After this window, the order may already be scheduled for sourcing or production and may no longer qualify for cancellation.

For all other cancellation enquiries beyond 48 hours, please contact our team directly — we'll do our best to assist depending on production status.

Requests to modify a custom order should be submitted within 48 hours of purchase. Please note:

• Changes are subject to current production status
• Certain modifications may not be possible once production begins
• Price adjustments may apply depending on the requested change
• Revised balances will be reflected on your original payment method

Once your order is prepared for dispatch, our team will contact you to coordinate delivery scheduling and next steps.

• You'll receive a notification once the order is ready for shipment
• Delivery arrangements are confirmed directly with our logistics team
• Storage charges may apply if delivery scheduling is delayed beyond the agreed window

We recommend remaining reachable during the delivery coordination process to avoid delays. For full shipping details, see our Shipping Policy.

If delivery cannot be completed within the requested timeframe after arrival, storage fees may apply. Orders not scheduled for delivery within 10 business days after customer contact may incur holding charges based on the size and storage requirements of the order.

If repeated delivery attempts are unsuccessful:

• Certain deposits or non-refundable payments may not be eligible for reimbursement
• SoftSeason reserves the right to determine the next steps for unclaimed orders