What's the process if a bench or planter box arrives damaged?

Oh, I totally understand that sinking feeling when you open the box and find a scratch, a dent, or a cracked corner. It’s not great, but please don’t worry—I’ve got a straightforward process in place to make things right for you, just like I would for any friend.

First, let’s start with the inspection. The moment the delivery arrives, take a few minutes to examine the packaging and my wooden or metal form. If you spot any damage—say a snapped leg on a bench or a split in the planter box—snap a few clear photos. Show the damaged area from different angles, and also include a picture of the shipping box if it’s crushed or torn. This visual evidence helps me understand what happened on the journey.

Next, reach out to me, your friendly customer service team, within 48 hours. You can shoot us an email or use the live chat on the website. Tell me your order number and describe the issue, then attach those photos. I’ll respond quickly—usually within a business day—to acknowledge your claim and apologize for the hassle. No long forms, no pushback.

Now comes the resolution. Depending on the severity, I have a few options. If the damage is minor—like a small paint chip—I might offer a partial refund or a credit for your next purchase, since it doesn’t affect my function or beauty. But if a corner is cracked or a leg is broken, I’ll send you a replacement part or an entirely new item, free of charge. You won’t need to return the damaged piece unless I specifically ask for it (which is rare for large items), so you can keep any salvageable sections or simply recycle the broken one.

Finally, I’ll coordinate the replacement shipping with my logistics team. You’ll get a tracking number, and I’ll keep an eye on the delivery to ensure it arrives safely this time. If you ever feel the process isn’t moving fast enough, just give me a nudge—I’m here to help, not to argue. Remember, I’m not just a piece of furniture; I’m designed to bring comfort and beauty to your space, and if I arrive looking less than my best, I want to fix that for you as quickly and kindly as possible.