Every Fleming Howland piece is carefully prepared and packed for its journey. Transit issues are uncommon, but if something does not look right on arrival, the steps below help us assess the concern quickly and, where relevant, protect the transit insurance attached to the delivery.
1. Inspect the packaging
Before the furniture is moved into position, please look over the outer packaging for any obvious impact, tear, puncture, crushing or other unusual mark.
2. Note any visible concern
If the packaging appears damaged, please make a clear note on the delivery document before signing. Where possible, ask the driver to acknowledge or sign the note.
Please use clear wording such as:
“Packaging marked on arrival. Further inspection required.”
3. Photograph the concern
If there is a visible concern, photographs are extremely helpful. Where safe and practical, please photograph the relevant packaging before it is removed, together with wider images showing the full package. After unpacking, photograph the corresponding area of the furniture.
4. Check the furniture
Once unpacked, inspect the furniture in normal light. Leather, timber and fabric are natural materials and may display individual characteristics, so if you are unsure whether something is part of the material or a delivery-related mark, please photograph it and contact Fleming Howland before attempting any treatment.
Please report any visible delivery concern within 48 hours of receipt. This timing helps us protect the transit insurance position and arrange the quickest resolution.
5. Retain the packaging
Please keep any relevant packaging until Fleming Howland has reviewed the photographs and advised the next step. Packaging can help establish what occurred during transit and may be required for a carrier or insurance assessment.
6. If the concern appears limited
If the concern appears limited to the packaging or to a surface issue which can safely be assessed after delivery, accepting the furniture where practical allows Fleming Howland to inspect the matter and arrange the most appropriate professional response with minimal disruption.
Depending on the material and nature of the concern, this may include professional reconditioning, recolouring, repair, replacement of an affected leather or fabric panel, replacement of a component, or another appropriate remedy.
7. If access is different from expected
If the delivery route requires an unusual or previously unapproved manoeuvre, including above-head lifting, movement over walls or gates, hoisting, deglazing, door removal or other specialist handling, please allow the delivery team to stop and contact Fleming Howland.
A difficult or unsafe manoeuvre should not be attempted simply to complete the delivery on the day. Alternative arrangements can then be assessed and agreed.
8. Submit your report
Please send your report to Fleming Howland as soon as possible and ideally within 48 hours of receipt, including where available:
- Your order number
- A brief description of the concern
- Photographs of any relevant packaging
- Photographs of the affected area of the furniture
- Wider photographs showing the article as a whole
- A copy or photograph of the marked delivery note, where available
Each case will be reviewed on its individual circumstances. Once assessed, Fleming Howland will advise the appropriate next step.
Hand-Coloured Leather
Fleming Howland Hand-Coloured Leather has an individually applied surface finish designed to support professional reconditioning, blending and recolouring during the life of the furniture.
Natural grain, healed scars, tonal variation and surface character are part of the individuality of the hide. Light surface colour movement or rubbing can often be professionally restored without damage to the underlying leather. If you are unsure about a mark, please contact us before applying polish, dye, conditioner, heat or another treatment.
Pressure marks from packaging
Soft upholstery can show temporary pressure impressions following transportation. Mohair and velvet may also display pile movement, shading or bruising after being wrapped. These effects are normally superficial and often relax naturally once unpacked and allowed to settle in a normal room environment.
Please refer to our care guide for further advice, or contact Fleming Howland before attempting treatment.
Important note
If receipt is signed without noting visible packaging damage, it may be more difficult to support a transit insurance claim. Please inspect the packaging carefully, record any visible concern on the delivery document where possible and contact Fleming Howland promptly if assistance is required.
These steps are designed to help us investigate delivery concerns efficiently and provide the most appropriate professional response. Nothing in this guidance limits any rights which cannot lawfully be excluded or restricted.