OAKHEWN HOME & LIFESTYLE
Delivery Inspection Policy
A Clear Guide to Receiving and Inspecting Your Furniture.
At Oakhewn, we want every furniture delivery to arrive safely and in good condition. This guide explains how to inspect your order, identify potential delivery issues, and contact our customer service team if something is not right.
1. Introduction
Furniture is often shipped in multiple components and protective packages. Taking a few moments to inspect your delivery helps identify visible issues and makes it easier for us to assist you if anything is missing or damaged.
We encourage all customers to inspect their packages and products promptly after delivery, before beginning assembly or regular use.
This policy outlines our recommended inspection procedures and the information that may help us investigate delivery-related concerns.
Nothing in this policy limits your rights under applicable federal or state consumer protection laws, including any rights relating to damaged, defective, incomplete, or incorrectly supplied goods.
2. Before Accepting Your Delivery
Before accepting or taking possession of your furniture delivery, we recommend checking the visible condition of the packages.
Check the Outer Packaging
- Look for visible tears, punctures, crushed corners, or broken packaging.
- Check for signs of moisture, water exposure, or unusual stains.
- Look for signs that the packaging has been opened, damaged, or improperly resealed.
- Check whether the number of packages appears consistent with your order information, where available.
If You Notice Visible Damage
If the outer packaging appears damaged, we recommend taking clear photographs before opening it, where practical.
Keep the packaging and any visible shipping information until the issue has been reviewed.
If you have concerns about the condition of the delivery, contact Oakhewn as soon as reasonably possible. If you receive the goods despite visible packaging damage, this does not automatically waive your rights regarding the condition of the products.
3. After Receiving Your Furniture
Once your order has been delivered, we recommend opening and inspecting the packages promptly, before assembly or normal use.
Step 1: Verify Your Order
Compare the received products with your order confirmation. Check product names, quantities, colors, sizes, and other relevant specifications.
Step 2: Inspect the Furniture
Carefully examine visible surfaces, edges, corners, frames, upholstery, finishes, and other accessible components for signs of damage or manufacturing defects.
Step 3: Check Included Components
Review the included parts, hardware, accessories, and assembly instructions to confirm that the expected components are present.
Step 4: Keep Relevant Packaging
Retain the original packaging and protective materials until you are satisfied that the furniture is complete and in acceptable condition.
For large or multi-package furniture orders, please inspect each package and its contents separately to help identify any missing or damaged components.
4. What to Look for During Inspection
Furniture products may contain different materials, finishes, and structural components. We recommend paying attention to the following areas.
Wood and Wood-Based Furniture
- Check for cracks, broken edges, or significant structural damage.
- Inspect surfaces for deep scratches, dents, or damaged finishes.
- Check that visible joints and structural components are intact.
Upholstered Furniture
- Look for tears, punctures, stains, or damaged seams.
- Check the visible upholstery and cushioning for unusual damage.
- Inspect exposed frames and accessible support components.
Metal and Mixed-Material Furniture
- Check for bent, broken, or visibly damaged parts.
- Inspect visible finishes for significant scratches or corrosion.
- Confirm that the included fittings and connection components are present.
Decorative and Functional Components
Check handles, hinges, legs, drawers, shelves, fasteners, and other included components for visible damage or missing parts.
5. Damaged or Defective Products
If your furniture arrives damaged or appears to have a manufacturing defect, please contact Oakhewn as soon as reasonably possible.
Examples of issues that should be reported include:
- Broken, cracked, or structurally damaged furniture components.
- Significant scratches, dents, or damaged finishes.
- Torn upholstery or visibly damaged fabric.
- Damaged hardware, fittings, or other functional components.
- Products that are materially different from the items ordered.
To help us assess the issue, please provide your order number, a description of the problem, and clear photographs showing the affected product and packaging, where available.
We will review your report and discuss an appropriate resolution in accordance with our applicable policies and consumer protection obligations. Depending on the circumstances, available remedies may include replacement parts, replacement products, repair, or a refund where appropriate.
6. Missing Parts or Incorrect Items
If your delivery contains missing components, incomplete packages, or products that do not match your order, please contact us for assistance.
Missing Components
Please check all packaging materials and included compartments before reporting missing parts. Some furniture components and hardware may be packed separately.
Incorrect Products
If you receive a different product, size, color, or quantity from what you ordered, please provide photographs and your order details so we can investigate.
We will review the circumstances and work with you toward an appropriate solution. Your rights regarding incomplete or incorrectly supplied goods remain protected under applicable law.
7. Inspection Before Furniture Assembly
We recommend inspecting your furniture and confirming that all expected components are present before starting assembly.
Before assembling your product:
- Review the assembly instructions carefully.
- Check that the included hardware and components match the instructions.
- Inspect the main furniture panels and structural parts.
- Use suitable tools and follow the recommended assembly sequence.
- Avoid assembling components that appear visibly damaged or defective until the issue has been reviewed.
Do not force parts together or make unauthorized modifications to damaged components.
Reasonable inspection and assembly-related handling do not automatically eliminate your consumer rights. Any assessment of product condition or diminished value will be subject to applicable law and the circumstances of the case.
8. How to Report a Delivery Issue
If you identify a delivery-related problem, please contact our customer service team by email.
Recommended Information
- Your full name and order number.
- The product name and affected components.
- A clear explanation of the issue.
- Photographs of the affected furniture.
- Photographs of the outer packaging, if relevant.
- Any other information that may help us understand the situation.
We recommend keeping all relevant packaging and avoiding disposal of damaged components until the matter has been reviewed.
Our team will review the information and contact you regarding the next appropriate steps.
9. Returns and Refunds
If you wish to return an item after receiving it, please review our Return and Refund Policy and Right of Withdrawal Policy.
Oakhewn provides a 14-day contractual withdrawal period for eligible purchases, subject to the terms of our Right of Withdrawal Policy.
If an item is damaged, defective, incomplete, or incorrectly supplied, the issue will be reviewed separately from an ordinary change-of-mind return.
Please do not assume that signing for a delivery or discovering an issue after opening the package automatically removes your rights. All applicable statutory consumer protections remain unaffected.
10. Important Customer Recommendations
To help ensure a smooth delivery and inspection experience, we recommend the following:
- Inspect your packages promptly after delivery.
- Photograph visible packaging damage before opening, where practical.
- Check the products and included components before assembly.
- Keep the original packaging until the inspection is complete.
- Report any concerns as soon as reasonably possible.
- Keep your order confirmation and relevant delivery information.
These recommendations are intended to help us investigate issues efficiently. They are not intended to impose an unreasonable deadline or waive any rights you may have under applicable law.
11. Customer Protection and Applicable Laws
This policy is intended to provide practical guidance for receiving and inspecting furniture purchased through Oakhewn.
We will handle delivery-related concerns in accordance with applicable U.S. federal and state consumer protection requirements.
Nothing in this policy is intended to exclude or restrict rights relating to defective products, misrepresentation, delivery obligations, or other protections that cannot legally be waived.
If any provision of this policy conflicts with mandatory applicable law, the relevant legal requirement will take precedence.
12. Changes to This Policy
Oakhewn may update this Delivery Inspection Policy from time to time to reflect changes in our products, delivery procedures, customer service practices, or applicable legal requirements.
Any revised version will be published on this page. Customers are encouraged to review the policy periodically.
Updates will not unlawfully affect rights or remedies that have already accrued under applicable law.
13. Contact Us
If you have questions about your delivery, need assistance with a product inspection, or wish to report damaged or missing furniture components, please contact Oakhewn.
Oakhewn Customer Support
Brand:
Oakhewn
Business Address:
646 Kamihanawa, Noda-shi, Chiba 278-0033, Japan
Email:
timberbough@oakhewn.com
Phone:
+81 (709) 435-5132
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM
Time Zone:
Japan Standard Time (JST)
Email inquiries may be submitted at any time and will be reviewed during regular customer service hours.
EVERY DETAIL MATTERS
Your Delivery. Our Care.
At Oakhewn, we believe that a great furniture experience goes beyond choosing the right design. From delivery to inspection, we want you to feel informed, supported, and confident in every step.
Thank you for choosing Oakhewn for your home.
Oakhewn — Inspiring Better Living, Every Day.
