If you've contacted our consumer relations team, it may be because you’ve encountered an issue with your product and your instruction manual says “Do not return this product! Contact our customer service team for help first.” The retailer you purchased your furniture from may have also instructed you to contact us because we are the manufacturer of your product.
Information We Need
To expedite the resolution of your issue, please provide the following:
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A photo of the front page of the instruction manual or the white sticker that includes the manufacturing date
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Multiple photos of the unit (front, back, sides, and where the issue has occurred)
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A detailed description of the problem
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A valid proof of purchase
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Your contact information
Example of a Valid Proof of Purchase
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We understand that this is quite a bit of information, but it is essential for us to resolve your issue promptly.
Why We Need This Information
We often receive questions about why we require so much information. The reason is simple: we don’t sell directly to consumers, and verifying warranty claims requires specific details. More information about our warranty details can be found here.
Minimizing Returns
Our goal is to minimize the inconvenience of returning a product. However, in cases where more than 50% of your unit is damaged or missing, we will recommend returning the product. This is similar to returning a defective television to BestBuy or contacting the TV manufacturer for troubleshooting options. The same principle applies to furniture.
When only a few parts are damaged or missing, we can assist because we stock those parts in our warehouses. However, the retailer is ultimately responsible for providing you with a complete item, and we appreciate your patience as we gather the necessary details to help you.
Important Notice
If you’re starting a claim with us, please do not dispose of the unit or any parts until we have instructed you to do so.
Reviewing Your Claim
Once we receive the requested information, our team will review it to determine the next steps. Please allow up to 72 business hours for us to investigate and provide a solution. We understand that this may be frustrating, and we appreciate your patience. Ensuring your complete satisfaction with our products and services is our top priority.