Despite greatest possible care during production, packing and dispatch of furniture, improper handling or circumstances beyond our control can lead to damages in transit. To ensure a smooth handling of your complaint, please observe the following points.
1. Inspection of packaging
The packaging must be checked for visible damages before confirming receipt of the goods.
2. Make a note
If damages are visible, a note has to be made on the delivery document. Important: The note regarding the damages must be signed by the driver. Otherwise it is not valid.
3. Proof of damaged packaging
Please take a photo of the goods in its original packaging.
4. Checking of the goods
In case of damaged packaging, please follow above instructions. Do not refuse the delivery. As long as goods are subsequently checked for damage within 48 hours, your claim will be valid.
5. Proof of damaged goods
Damages on the goods are also to be reported with pictures. Please provide photos showing any damages within 48 hours.
6. Report
Damage on the outer packaging must be reported on the delivery note. Damage to goods must be reported to us directly within 48 hours. Please submit your report with photos to us within 48 hours after receipt of the goods.
Pressure marks due to packaging
If your order is upholstered in mohair or velvet, it’s quite normal for the packaging to create temporary pressure marks during transit. These marks are expected with long-pile fabrics and are purely superficial. In most cases they will relax naturally with time, but a light steam held just above the surface, followed by gentle brushing with the pile, will help restore the fabric more quickly. Please refer to the care guide here for further information.
General information
In case of damage please do not refuse items. All goods are fully insured which means any repair/replacements are covered as long as the above procedure is followed. Each case will be treated differently depending on circumstances. Once a claim is processed we will contact you with further instructions.
If receipt of the goods is acknowledged without any notes regarding quantity or damages, the consignment consequently is confirmed as being complete and in good condition. A complaint afterwards is not valid and cannot be accepted. Complaints can only be accepted if reported within 48 hours after receipt of the goods. Complaints after this deadline will not be processed and therefore refused.