Fleming Howland furniture is produced, packed and dispatched with the greatest possible care. On rare occasions, handling in transit or circumstances beyond our control may affect the packaging or article on arrival. To help us assess the matter quickly and protect the transit insurance position, please follow the steps below.
1. Inspect the packaging
Before confirming receipt, please check the outer packaging for any visible signs of damage.
2. Note any visible damage
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 packaging
Please take photographs of the article in its original packaging before it is unpacked. Include close-up images of any marked or damaged areas, together with wider photographs showing the full package.
4. Check the furniture
Once unpacked, please inspect the furniture carefully. Any visible delivery damage should be reported to Fleming Howland within 48 hours of receipt, with supporting photographs. Reporting visible delivery damage within 48 hours allows us to protect the transit insurance position and arrange the quickest resolution. This does not affect your statutory rights.
5. Retain the packaging
Please keep the original packaging until Fleming Howland has reviewed the photographs and advised the next step. Packaging may be required to support a delivery or insurance claim.
6. Do not refuse delivery unnecessarily
Please do not refuse delivery solely because of damaged packaging or a repairable surface concern. Where it is safe and practical to do so, please accept the delivery, note the issue with the delivery team, retain the packaging and contact Fleming Howland with photographs. This allows us to assess the matter properly and arrange the most appropriate resolution.
7. Submit your report
Please send your report to Fleming Howland within 48 hours of receipt, including:
- Your order number
- A brief description of the concern
- Photographs of the outer packaging
- Photographs of the article in its packaging
- Photographs of the furniture after unpacking
- 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.
Pressure marks from packaging
For orders upholstered in mohair or velvet, temporary pressure marks from packaging can occur during transit. This is normal with long-pile fabrics and is usually superficial. In most cases, the pile will relax naturally with time. A light steam held just above the surface, followed by gentle brushing with the pile, can help the fabric recover more quickly. Please refer to our care guide for further advice.
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 and contact Fleming Howland promptly if assistance is required.
All guidance above is provided to help us resolve delivery matters efficiently and does not affect your statutory rights.