What If Your Furniture Arrives Damaged?
A calm, evidence-focused process for inspection, documentation, claims, repair, replacement, and resolution.
First: protect the evidence
Do not discard packaging, repair the item, or relocate it unnecessarily before the condition and shipment are documented. Preserve labels, crate or carton condition, and delivery records.
1. Inspect
- Check before or immediately after placement
- Look at all visible surfaces
- Test moving or assembled components
- Note packaging condition
2. Document
- Wide room and product photos
- Close-up damage photos
- Packaging photos
- Delivery paperwork and time
3. Report
- Use the stated reporting channel
- Provide order details
- Describe what was observed
- Submit evidence promptly
Visible freight damage
Damage visible at delivery should be noted with the delivery team whenever possible. The recipient should avoid signing that the item is in perfect condition when a concern is visible.
Concealed damage
Some damage appears only after unpacking. Reporting windows can be short, so inspection should not be postponed.
Possible outcomes
Depending on the product, damage, evidence, manufacturer, carrier, and policy, resolution may involve touch-up, professional repair, replacement components, full replacement, or another agreed remedy.
Luzione’s role
Luzione can organize order records, evidence, manufacturer communication, carrier information, and the resolution path within the terms governing the order.
What not to promise
A service guide should not imply that every concern automatically results in replacement or refund. The correct outcome depends on facts, documentation, repairability, responsibility, and applicable terms.
