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Custom Order Terms

Last updated: October 19, 2026

These Custom Order Terms apply to every custom, personalized, or made to order pillow purchased from Pillow Decor LLC ("Pillow Decor," "we," "us"). They apply in addition to our Terms of Service. If the two conflict on a custom order, these Custom Order Terms control. By paying your deposit, you agree to these terms.

1. What counts as a custom order

A custom order is any pillow made to your specifications. This includes custom artwork, logos, printing, embroidery, fabrics, sizes, and quantities outside our standard catalog.

2. Placing an order

Your order is placed when all of the following are complete:

  • Finished artwork. Print ready files in vector format (AI, EPS, PDF, or SVG) or high resolution images at 300 dpi at final print size. We do not create or edit artwork unless we agree to in writing.
  • Confirmed quantities for each design, size, and fill.
  • Confirmed materials, including fabric, color, insert type, and any finishing details.

Custom orders have a minimum order value of $300, before shipping and tax. There is no minimum quantity per design.

3. Proofs and approval

After your order is placed, we send a digital proof showing artwork placement, size, colors, materials, and quantities, along with your final quote and Target Delivery Date. Please review it carefully, including spelling. Once you approve the proof, we produce exactly what it shows, and we are not responsible for errors in an approved proof.

Your order is confirmed when you approve the proof and we receive your 50% deposit. Production begins that day, which is your Order Confirmation Date.

4. Lead times

  • Standard (recommended): 3 weeks or more. No additional fee.
  • Rush: 2 weeks minimum. $200 rush fee.

Lead time is measured from your Order Confirmation Date to the date your pillows are in hand, which is your Target Delivery Date. We cannot accept orders that need to be in hand in less than 2 weeks. If you request changes, approve your proof late, or pay your deposit late, the Target Delivery Date moves by the same amount of time.

5. Deposit and payment

  • Deposit. A deposit of 50% of the order subtotal is due after you approve your proof. Production does not begin until we receive it.
  • When your deposit is refundable. If we cannot meet your Target Delivery Date for reasons within our control, you may choose to get your full deposit back. See Section 6.
  • When your deposit is not refundable. Your deposit is nonrefundable if you cancel or change your mind. It is also nonrefundable if you change the terms of your order, such as artwork, quantities, materials, or dates, and we cannot meet the Target Delivery Date as a result. We purchase materials and reserve production time as soon as your deposit is paid.
  • Balance. The remaining 50% of the subtotal, plus shipping and applicable sales tax, is charged before your order leaves our warehouse. We ship once payment clears.
  • Payment authorization. By paying the deposit, you authorize us to charge the balance and shipping to your payment method on file when your order is ready to ship. If that charge fails, we hold your order until payment is received, and your Target Delivery Date moves accordingly.

6. If we cannot meet your Target Delivery Date

If we cannot deliver your order by the Target Delivery Date for reasons within our control, we will tell you as soon as we know, and you choose one of the following:

  • Get your deposit back. Cancel your order and receive a full refund of your deposit.
  • Receive your pillows late. Keep your order and receive it after the Target Delivery Date, with a 20% discount on the order subtotal and free shipping.

Please email us your choice within 3 business days of our notice. If we do not hear from you, we will complete your order with the discount and free shipping applied.

This section does not apply when the delay is caused by changes you request, late proof approval, or late payment. It also does not apply to events outside our control, such as carrier delays after your order leaves our warehouse on schedule, severe weather, supply disruptions, or natural disasters. In those cases, the Target Delivery Date moves by the length of the delay.

7. Changes and cancellations

Changes after proof approval may affect your price and Target Delivery Date, and require a new approval. Once production begins, some changes may not be possible. If your changes push the order past the original Target Delivery Date, Section 6 does not apply and your deposit stays nonrefundable. If you cancel after paying your deposit, the deposit is not refunded. If you cancel after production is complete, the full order total is due.

8. Returns, damage, and defects

Custom orders are made for you and cannot be returned or exchanged. Our standard 30 day return policy does not apply to custom orders. If your pillows arrive damaged, defective, or different from your approved proof, email us within 7 days of delivery with photos. We will repair, replace, or refund the affected pillows at our choice.

9. Normal variations

Colors on screen can look different from printed or dyed fabric. Small variations in color, artwork placement, and dimensions are normal for handmade products and are not defects. Fabric dye lots can vary, so reorders may not match a previous order exactly.

10. Your artwork

You confirm that you own, or have permission to use, all artwork, logos, names, and trademarks you send us. You agree to cover any claims, costs, or damages that arise from your artwork. We may decline artwork we believe is infringing, offensive, or unlawful. You keep ownership of your artwork. You give us permission to use it only to produce your order, and we will not use it in our marketing without your written permission.

11. Limitation of liability

Our total liability for any custom order is limited to the amount you paid for that order. We are not liable for indirect or consequential losses, including losses tied to an event, opening, or promotion.

12. Governing law

These terms are governed by the laws of the State of Texas. Any dispute will be resolved in the state or federal courts located in Travis County, Texas.

13. Contact

Questions about a custom order? Email us at team@pillowdecor.com.