Damaged or Missing Items

Damaged or Missing Items

Support for Damaged Deliveries, Missing Parts, and Incorrect Orders

01 — Inspect Your Order

After delivery, inspect your products and packaging as soon as reasonably possible. Check furniture panels, legs, hardware, mirrors, glass surfaces, textile packages, accessories, and other components against the product description and supplied packing information. For products requiring assembly, compare the delivered parts with the assembly instructions before beginning installation.

02 — Reporting Delivery Damage

If a product arrives damaged, contact our support team and describe the affected item. Photographs of the external packaging, shipping labels, damaged product areas, and relevant components can help us review the issue. We recommend reporting visible delivery damage within 48 hours where practical. This recommendation is intended to assist investigation and is not a strict deadline that removes applicable consumer rights.

03 — Missing Components

If screws, brackets, panels, legs, fittings, or other components appear to be missing, review the supplied packing information and assembly instructions first. Contact us with your order number, product name, and a description of the missing item. Do not use furniture with missing structural components or required safety equipment.

04 — Incorrect Products or Quantities

If you receive a product, color, size, variant, or quantity that differs from your order confirmation, contact Crannyx with the relevant details. For multi-piece products such as dining sets, bedding sets, and furniture collections, identify the missing or incorrect component so that we can review the discrepancy accurately.

05 — Available Remedies

Depending on the circumstances, an appropriate resolution may include replacement components, repair, replacement of the product, a refund, or another remedy consistent with applicable law. Where a return is necessary because of verified damage, a defect, or seller error, Crannyx will cover reasonable authorized return transportation costs. Customers will not be charged change-of-mind return shipping costs to correct a verified seller error.

06 — Keep Relevant Materials

Where reasonably possible, retain the original packaging, shipping labels, assembly instructions, damaged components, and other materials until the issue has been reviewed. Do not continue using a product that may present a safety risk. For damaged glass, mirrors, unstable furniture, or broken structural components, avoid handling the affected item unnecessarily.

07 — Contact Customer Support

Email: decorvixo@crannyx.com

Phone: +81 70 8392 3271

Please include your order number, product name, a clear explanation of the issue, and supporting photographs where available.