AFTER-SALES SERVICE AND DELIVERY RECEIVING GUIDELINES

To help ensure a smooth delivery experience for large furniture items, please review the following information carefully before shipment and delivery.

Our furniture is produced overseas and delivered through professional freight carriers. Due to the size and handling requirements of furniture products, certain logistics conditions and responsibilities may apply.

1. After-sales Service

(Factory Responsibility)

  • Furniture received is damp, moldy, or slightly deformed.
  • Minor scratches and dents on the paint, edges, armrests, and table legs.
  • Loose, scattered, or missing accessories.

(Factory Responsibility)

  • Lost or missing items, or incorrect delivery during transit.
  • Damaged outer packaging upon receipt, resulting in damaged goods.

(Cargo Responsibility)

  • Damage caused by rough handling, improper unloading, or improper delivery operations.
  • Delivery not to the agreed address/location, or delivery to the wrong location.
  • Lost or missing goods.
  • Delayed delivery or failure to meet the scheduled time.
  • Lost or missing items, or incorrect delivery during downstream transit.

*Upon signing for receipt, please be sure to:

  • Check the outer packaging for damage and count the items.
  • Take photos throughout the unpacking process: outer packaging, overall furniture appearance, corners, paint, and accessories.
  • Any damage/defects/missing items must be photographed on-site and noted on the delivery receipt.

 *Handling Process for Damaged/Missing/Lost Items:

  • Immediately stop installation, preserve the original condition of the goods and all packaging and wooden frames.
  • Provide clear evidence: outer packaging, close-up of the damage, a panoramic view of the goods, and the signed delivery receipt.
  • Submit the required documents within 24 hours of signing for the goods. After verification, we will provide solutions such as: replacement parts/supplementary parts/partial refund/reproduction.
  • For missing/lost items, we will coordinate with the logistics company to track the issue. Once confirmed, we will immediately reissue or refund the missing items.

2. Not Covered by After-Sales Service

Damage caused by customer installation or handling is not covered by after-sales service.

3. Address Change for US Delivery

Verbal address changes are not accepted. Temporary address changes will incur significant costs and delivery delays (warehousing fees), which will be borne by the customer.

4. Door Delivery

If the elevator/hallway/door dimensions are insufficient for delivery, this is not the customer's responsibility, and additional costs will be borne by the customer.

5. Return Policy

Customized furniture does not support returns without a reason; all return shipping, customs clearance, storage, and disposal fees will be borne by the customer.

Customer Support

If you have any questions regarding your order or delivery arrangements, please contact our support team:

support@haloloom.com