Compensation Policy

This page sets out what happens if a piece is damaged or a package lost. We wrote it before you need it, because knowing your right before shipping is better than arguing after.

Steps to report

1. Inspect on receipt — open what can be opened and check the visible pieces before the team leaves.
2. Record the remark before signing — signing for receipt with no remark is an acknowledgement that everything is sound.
3. Photograph at once — the damaged piece and its box, outside and inside.
4. Tell us within the period stated in your quote — the sooner the report, the easier the handling.

What speeds up handling?

• A numbered contents list showing the piece was part of the shipment.
• Photos of the furniture before packing, showing its condition when we collected it from you.
• Insurance cover on the shipment.
• Keeping the original packaging until handling is finished.

Cases outside cover

• Defects that were there before transport.
• Items not listed in the contents list.
• Packing the customer did inadequately themselves.
• Damage arising from the nature of the piece itself, such as old wood cracking.
• Prohibited items, or items needing permits that were not disclosed.

How is the compensation value assessed?

It is assessed from the declared value of the piece, its condition before transport and whether it can be repaired. A repairable piece is repaired, and one that is not is compensated within the agreed limits of cover.

How long does handling take?

It depends on the documents and photos being complete. A complete file is closed far sooner than one where we are chasing information.