Report a Damaged Item
We're Here to Help Make Things Right.
If your furniture or home decor arrives damaged, has missing components, or shows unexpected defects, we want to hear from you. This guide explains how to report an issue and what information helps our team review your concern.
We Take Product Quality Concerns Seriously
We understand how disappointing it can be to receive a furniture or home decor item that does not arrive in the expected condition. Whether you notice a damaged tabletop, a cracked panel, a scratched surface, or missing assembly hardware, your concern deserves attention.
Furniture products often contain multiple components and may require careful handling during transportation and delivery. Occasionally, damage or other issues may become apparent when a package is opened or an item is assembled.
At decorexo, we aim to make the reporting process clear and straightforward. By sharing your order details, a description of the issue, and relevant photographs, you can help our customer service team understand the situation and determine the appropriate next steps.
What Types of Problems Can You Report?
You can contact us about product conditions that affect the appearance, completeness, quality, or normal use of your purchase.
Physical Damage
Visible damage to the product itself, including cracks, chips, dents, broken panels, damaged corners, or other physical defects.
Examples: A cracked cabinet door, a chipped tabletop, or a broken shelf panel.
Scratches and Surface Damage
Marks or damage affecting the visible surface, coating, finish, or decorative appearance of a product.
Examples: Deep scratches, peeling finishes, noticeable coating damage, or significant surface marks.
Broken or Defective Components
Individual furniture parts that are broken, damaged, incorrectly formed, or unable to function as intended.
Examples: Damaged drawer components, broken hinges, defective handles, or damaged supporting parts.
Missing Parts or Accessories
Components, hardware, or accessories that are listed as included but are missing from the package.
Examples: Missing screws, connectors, brackets, shelf supports, or assembly components.
Transportation or Packaging Damage
Damage that may have occurred during handling, transportation, or delivery, including damage to the external packaging or the item inside.
Examples: Crushed packaging, punctured cartons, damaged corners, or broken furniture components.
Other Product Quality Concerns
You may also contact us about other unexpected product conditions, including assembly-related defects, unusual structural issues, or discrepancies that appear inconsistent with the product description.
What to Do When Your Item Arrives Damaged
If you discover damage after delivery, taking a few practical steps can help preserve useful information and make the review process easier.
Step 1: Inspect the Package
Check the exterior packaging for visible signs of damage, including crushed corners, punctures, tears, moisture, or other unusual conditions. If possible, photograph any visible damage before opening the package.
Step 2: Carefully Inspect the Product
After opening the package, inspect the furniture and its components. Check visible surfaces, edges, corners, joints, hardware, and other relevant areas.
Step 3: Document the Damage
Take clear photographs of the affected area, the entire product, and the packaging when relevant. Include close-up images that show the nature and extent of the issue.
Step 4: Keep the Packaging and Components
Where practical, retain the original packaging, protective materials, damaged parts, and included accessories while the issue is being reviewed. These items may help clarify what happened and support any necessary return or replacement arrangements.
Step 5: Contact Our Customer Service Team
Email us with your order details, a description of the issue, and the relevant photographs. Our team will review the information and assist with the next steps.
What Information Should Your Report Include?
Providing complete information helps us identify your purchase and understand the reported issue. When contacting us, please include the following details whenever available.
Order Information
- Your order number.
- The name associated with the order.
- The email address used for the purchase.
- The name of the affected product.
Description of the Problem
- What happened or what you discovered.
- Which part or area of the product is affected.
- Whether the issue was noticed during unpacking or assembly.
- Whether the damage affects the product's appearance or normal use.
Photographic Evidence
- Clear close-up photographs of the damaged area.
- Photographs showing the entire product.
- Images of the external packaging, if damaged.
- Photographs of affected components or missing-part details.
Additional Details
If relevant, explain whether the item has been assembled, whether any parts are missing, and whether the reported condition prevents normal use. Include any other information that may help us understand the situation.
How to Take Useful Damage Photographs
Clear photographs can help our team understand the condition of your product without unnecessary back-and-forth communication.
Take Close-Up Photos
Capture the damaged area from a clear angle so that scratches, cracks, dents, broken edges, or other issues are visible.
Include Full-Product Photos
Take at least one photograph showing the entire item. This helps identify where the affected area is located in relation to the complete product.
Photograph the Packaging
If the carton or protective packaging is damaged, photograph the affected areas, shipping carton, and internal protective materials when possible.
Use Clear Lighting
Take photographs in a well-lit environment. Avoid excessive shadows, strong reflections, or blurry images that make the issue difficult to identify.
Keep the Original Images
Whenever possible, submit original, unaltered photographs so the visible condition can be reviewed accurately.
Common Furniture Damage Scenarios
Furniture products have different structures, materials, and assembly requirements. The following examples explain what to check when reporting a problem.
Tables and Desks
Inspect the tabletop, corners, edges, legs, joints, and supporting structure. Report cracks, dents, significant scratches, unstable connections, or damaged assembly components.
Chairs and Seating
Check the seat, backrest, frame, legs, upholstery, and connection points. Report broken supports, torn fabric, damaged surfaces, or components that prevent normal use.
Cabinets and Storage Furniture
Inspect doors, drawers, panels, shelves, hinges, handles, and internal fittings. Report damaged panels, misaligned components, broken hardware, or missing parts.
Bookcases and Shelving
Check shelf panels, side supports, brackets, connectors, and back panels. Report cracked shelves, damaged mounting points, missing hardware, or structural instability.
Sofas and Upholstered Furniture
Inspect fabric, seams, cushions, supporting structures, and visible surfaces. Report tears, significant stains, broken structural components, or other unexpected conditions.
Home Decor and Accessories
Check for cracks, chips, broken sections, missing accessories, or other damage affecting the product's intended appearance or use.
What If Parts or Assembly Hardware Are Missing?
Furniture assembly may involve several individual components, including screws, bolts, connectors, brackets, handles, and support pieces. If something listed in the product instructions is missing, please let us know.
Review the Assembly Instructions
Compare the included parts with the component list in the assembly instructions. Check the packaging and protective materials carefully before concluding that a part is missing.
Identify the Missing Component
If possible, provide the part name, reference number, or description shown in the instructions. Explain how many pieces are missing.
Provide Supporting Information
Include photographs of the parts received and the relevant assembly instruction page. This helps us understand which component is missing.
Please avoid using improvised replacement hardware or modifying structural components without appropriate guidance, as this may affect product stability and safety.
What If You Notice a Problem During Assembly?
Some product concerns may only become apparent when furniture is being assembled. If you notice an unexpected issue, pause the assembly process when continuing could cause further damage or create a safety concern.
Do Not Force Components Together
If holes, joints, or connecting parts do not align as expected, avoid applying excessive force. Check the assembly instructions and component orientation first.
Document the Assembly Issue
Take photographs showing the affected connection, component, or assembly step. Include the relevant instruction page when helpful.
Contact Us Before Making Modifications
Please contact our customer service team before drilling new holes, cutting parts, altering hardware, or making other permanent modifications to the product.
Important Safety Considerations
Your safety is important. If a product arrives with damage that may affect its structural integrity or safe operation, take appropriate precautions before using it.
Stop Using Potentially Unsafe Furniture
Do not use furniture with cracked structural components, broken supports, unstable frames, or other conditions that could create a safety risk.
Keep Damaged Items Away from Children and Pets
Broken edges, loose parts, exposed fasteners, and unstable furniture may present hazards. Keep affected items in a safe area while the issue is being reviewed.
Avoid Temporary Structural Repairs
Do not rely on improvised repairs, unsuitable adhesives, or replacement components that may compromise product stability.
Report Serious Safety Concerns
If you identify a condition that may cause injury or create an immediate hazard, discontinue use and contact our customer service team promptly. In an emergency, seek appropriate local assistance.
How We Review a Damage Report
Once we receive your message, our customer service team can use the information provided to understand the reported condition and determine an appropriate way to assist.
Step 1: Information Review
We review the order information, product details, damage description, and submitted photographs to understand the reported issue.
Step 2: Additional Information, If Needed
If the available information does not clearly show the problem, we may request additional photographs, details, or clarification to support the review.
Step 3: Assessment of the Issue
We consider the nature of the damage, the affected components, the product specifications, and the circumstances described in your report.
Step 4: Discussing the Appropriate Solution
Based on the review and applicable policies, our team will explain the available options and any relevant next steps.
How Can a Damaged Item Be Resolved?
The appropriate solution depends on the reported issue, the product condition, the available information, and the applicable return and refund terms.
Replacement Parts
For certain issues involving individual components or assembly hardware, replacement parts may be an appropriate solution, subject to availability and the circumstances of the case.
Product Replacement
When the reported condition affects the product more substantially, a replacement may be considered in accordance with the applicable policies and circumstances.
Return and Refund
If a return and refund is the appropriate resolution, the process will be handled according to our Return & Refund Policy and applicable consumer protection requirements.
Other Appropriate Assistance
Depending on the issue, our team may discuss another suitable solution based on the product condition and applicable policies.
Important Things to Remember
Preserve the Original Packaging
When practical, retain the original carton, protective materials, and product components until the reported issue has been reviewed and any necessary arrangements have been discussed.
Avoid Unauthorized Modifications
Do not alter, repair, or dispose of damaged components before discussing the issue with our team, unless necessary to address an immediate safety concern.
Provide Accurate Information
Please provide a truthful and complete description of the product's condition. Accurate information helps us assess the issue appropriately.
Keep Your Order Details Available
Retain your order confirmation and relevant communication so that you can refer to the correct purchase during follow-up discussions.
Your Consumer Rights Remain Protected
This reporting process does not limit any rights or remedies available to you under applicable federal or state consumer protection laws. Nothing in this page is intended to waive or restrict rights that cannot legally be waived.
What If the Package Arrives with Visible Damage?
If your package arrives with visible external damage, take reasonable steps to document its condition and protect the product.
Document the Exterior
Photograph visible damage to the carton, including crushed areas, punctures, tears, or other unusual marks.
Inspect the Contents Carefully
Check the product and internal protective materials for any signs of damage. Document any affected areas clearly.
Retain Relevant Evidence
Keep the damaged packaging and any affected components where practical until the issue has been reviewed.
Send Us Your Report
Include your order details, a description of the condition, and the available photographs when contacting our team.
If the package appears damaged, this does not automatically determine the outcome of your report. Each situation is reviewed based on the available information and applicable requirements.
Ready to Report a Damaged Item?
Please email us with your order number, product details, a description of the problem, and clear photographs of the affected item. Our team will review your message and assist you with the next steps.
BRAND
decorexo
CUSTOMER SERVICE EMAIL
PHONE
BUSINESS ADDRESS
224 Higashinagamine, Yabuki-machi, Nishishirakawa-gun, Fukushima 969-0225, Japan
CUSTOMER SERVICE HOURS
Monday – Friday
9:00 AM – 5:00 PM (Eastern Time, ET)
Frequently Asked Questions
1. What should I do if my furniture arrives damaged?
Inspect the product, photograph the damaged areas, retain the packaging where practical, and contact our customer service team with your order details and supporting information.
2. What information should I provide when reporting damage?
Please include your order number, the product name, a description of the issue, and clear photographs of the affected areas. Images of the packaging may also be helpful.
3. Do I need to provide photographs?
Photographs are strongly recommended because they help us understand the reported condition. Include close-up images, full-product photographs, and packaging images when relevant.
4. What if the external packaging is damaged but the product looks fine?
Document the external packaging condition and inspect the contents carefully. If you discover product damage, include photographs and contact our team. If there is no product damage, you may still contact us if you have concerns.
5. What if some assembly parts are missing?
Check the assembly instructions and package contents. Then contact us with the product name, the missing part description or reference number, and photographs of the components received where possible.
6. Can I continue assembling furniture if I find a damaged part?
If the damage may affect the product's stability, structural integrity, or safety, stop assembly and contact us. Avoid forcing components together or making permanent modifications.
7. Should I throw away the damaged packaging?
Where practical, retain the original packaging and protective materials until your report has been reviewed. They may help clarify the condition in which the item arrived.
8. Can I request replacement parts for damaged furniture?
Depending on the nature of the issue and component availability, replacement parts may be considered. Contact our team so the situation can be reviewed.
9. Can I request a replacement or refund instead?
The appropriate resolution depends on the product condition, the circumstances, and the applicable policies and consumer protection requirements. Our team can discuss the available options after reviewing your report.
10. What if I discover damage after unpacking or assembly?
Contact us with your order information and a clear description of when and how the issue was discovered. Include photographs of the affected area and relevant product components.
11. What if my product has a scratch or minor surface mark?
Please provide a clear photograph and explain where the mark is located. Our team can review the reported condition and determine the appropriate next steps.
12. How can I follow up on an existing damage report?
Reply to the existing customer service email conversation whenever possible. Include your order number and any additional information requested so the team can refer to the correct case.
13. Does reporting damage affect my consumer rights?
No. This reporting process is intended to help us understand and address product concerns. It does not limit rights or remedies available under applicable consumer protection laws.
Your Home Deserves the Best Experience
We believe a positive shopping experience extends beyond the moment your order arrives. When something does not go as expected, clear communication and attentive support matter.
Thank you for choosing decorexo. We appreciate the opportunity to review your concerns and help you move forward with confidence.
We're Ready to Listen and Help
If something is not right with your order, please let us know. Your feedback helps us understand your experience and provide appropriate assistance.
Thoughtful service. Reliable support. Welcome to decorexo.