Damaged, Missing & Incorrect Items Policy

Clear Solutions for a Better Shopping Experience

At Decorvixo, we want every order to arrive as expected. We understand that receiving a damaged product, discovering missing components, or finding an incorrect item can be frustrating. This policy explains how to report these issues and how our customer service team can assist with the next steps.

Your Order Matters to Us.
If something is wrong with your delivery, please contact us with your order details and relevant information so we can review the situation and help determine an appropriate resolution.

1. When This Policy Applies

This policy applies when an order from Decorvixo arrives with an issue involving the condition, quantity, or identity of the purchased products.

It covers the following situations:

Damaged Items

Products that arrive with visible physical damage, broken parts, cracks, dents, scratches, or other conditions that may affect their appearance or intended use.

Missing Items or Components

Orders that contain fewer items than expected, or products that are missing components, accessories, hardware, or parts listed as included in the product description.

Incorrect Items

Products that differ from the items ordered, including incorrect models, sizes, colors, styles, or other identifiable product variations.

2. What to Do When Your Item Arrives Damaged

Although products are prepared for shipment with care, damage may occasionally occur during handling or transportation. If your furniture or home accessory arrives damaged, please follow these recommendations.

STEP 01

Inspect the Product

Carefully check the delivered item for visible damage, broken components, missing parts, or other issues. For large furniture, inspect the main structure, panels, corners, surfaces, and included hardware where accessible.

STEP 02

Keep the Packaging

When possible, retain the original packaging, protective materials, labels, and shipping carton until the issue has been reviewed. These materials may help clarify the condition of the shipment.

STEP 03

Take Clear Photos

Photograph the damaged area, the complete product, the outer packaging, and any relevant shipping labels. Clear images help us understand the nature and extent of the issue.

STEP 04

Contact Customer Service

Email us with your order information, a description of the damage, and the supporting photos. Our team will review the information and communicate the available next steps.

Safety Reminder: Do not use furniture or accessories that appear structurally damaged or may present a safety risk. Keep damaged items away from children and pets until the issue has been assessed.

3. Missing Items, Parts & Accessories

Some furniture products include multiple packages, assembly hardware, accessories, or separate components. If your order appears incomplete, we recommend checking the following before contacting us.

Review the product description and included-items information.
Check the packaging carefully for smaller components or accessories.
Review the assembly instructions and parts list, if provided.
Check whether your order information indicates multiple packages.
Identify exactly which product, component, or quantity appears to be missing.

Furniture Hardware & Assembly Parts

For furniture products, missing screws, connectors, brackets, handles, panels, or other listed assembly components may affect the assembly process.

Please provide the product name, order number, and the missing part information. If possible, include a photo of the parts list or assembly instructions showing the component that is not included.

Important: Please avoid purchasing replacement components or modifying the product before contacting us if the missing part affects assembly or safe use. We can review the issue and discuss an appropriate solution.

4. Incorrect Items Received

If the product you receive does not match your order, please contact us so we can review the discrepancy and help determine the appropriate resolution.

Examples of Incorrect Deliveries

A different product or model was delivered.
The received color or size differs from the confirmed order.
The package contains a different item from the product description.
The quantity received does not match the order.
The delivered product appears to be intended for a different order.

Information to Provide

Your order number and the name of the product you purchased.

A brief description of the difference between the ordered and received items.

Photos of the received product, packaging, and relevant product labels, where available.

Please keep the incorrect item and its packaging in their current condition while we review your request. We will communicate the next steps after assessing the information provided.

5. How to Report an Order Issue

To help our team review your request efficiently, please include the following information when contacting Decorvixo.

Recommended Information

1. Order Number: The order reference associated with your purchase.

2. Customer Information: The name and email address used when placing the order.

3. Issue Description: Explain whether the product is damaged, incomplete, missing, or incorrect.

4. Product Details: Identify the affected product, quantity, and relevant component, if applicable.

5. Supporting Photos: Attach clear images showing the issue and relevant packaging.

6. Preferred Resolution: Let us know what outcome you are seeking, if you have a preference.

Helpful Tip: Sending all relevant information together can help reduce unnecessary follow-up communication and make the review process clearer.

6. Review & Resolution Process

Once we receive your message, our customer service team will review the order information and the details of the reported issue.

STAGE 01

Request Received

We review your order reference, product details, description, and supporting information.

STAGE 02

Issue Assessment

If additional information is needed, we may contact you to clarify the product condition, missing components, or order discrepancy.

STAGE 03

Resolution Discussion

Based on the circumstances and applicable policies, we will communicate the available resolution options.

STAGE 04

Next Steps

We will provide relevant instructions for the agreed resolution, which may involve replacement, missing-part assistance, return arrangements, or a refund where appropriate.

7. Available Resolution Options

The appropriate solution depends on the type of issue, product condition, and information available during the review.

Replacement Items

When appropriate and available, a replacement may be considered for a damaged or incorrectly supplied product. Replacement arrangements will be discussed with you before proceeding.

Missing Parts Assistance

If a listed component or assembly part is missing, we can review the issue and discuss suitable assistance based on the product and component availability.

Return Arrangements

Where a return is appropriate, we will communicate the relevant return instructions. Please follow the agreed arrangements before sending any item back.

Refunds

A refund may be considered where appropriate under the applicable return and refund policy. Approved refunds will be handled according to the relevant payment and refund procedures.

Any proposed resolution will be communicated clearly so that you understand the next steps before an arrangement is finalized.

8. Important Information for Large Furniture Deliveries

Furniture products may contain multiple panels, frames, hardware packages, and protective materials. Because of their size and construction, a careful inspection is particularly helpful when a large item is delivered.

Check All Accessible Packaging

Review the outer cartons and visible packaging for signs of crushing, punctures, tears, or other damage.

Verify Included Components

Compare the delivered parts with the product description and assembly instructions, where provided.

Document Visible Damage

Take photographs of affected surfaces, structural components, packaging, and product labels.

Avoid Unsafe Assembly

Do not assemble or use a product if visible damage could compromise its structural integrity or safe operation. Contact us for assistance.

9. Important Notes

Do Not Discard Relevant Packaging Too Early

Original packaging and labels may help with the review of shipping-related issues. Retain them when possible until the matter has been addressed.

Do Not Arrange an Unapproved Return

Please contact our team before returning a damaged, incorrect, or incomplete item so that the appropriate arrangements can be communicated.

Provide Accurate Information

Clear descriptions and genuine supporting photos help us understand the reported issue and review it appropriately.

Applicable Consumer Rights

Nothing in this policy is intended to limit or exclude any rights or remedies available to consumers under applicable law. This policy should be read together with our Return & Refund Policy and other applicable store policies.

10. Frequently Asked Questions

What should I do if my furniture arrives damaged?

Take clear photographs of the damage, the complete product, and its packaging. Keep the packaging when possible and email our customer service team with your order number and a description of the issue.

What if screws or assembly parts are missing?

Review the included parts list and assembly instructions, if available. Contact us with your order number and identify the missing components so we can review the situation.

What should I do if I receive the wrong color or size?

Please send us your order information, photographs of the received product, and a description of the difference. Our team will review the discrepancy and explain the available next steps.

Do I need to send photographs when reporting damage?

Photographs are helpful because they allow us to understand the product condition and identify the affected area. We recommend including clear images whenever possible.

Should I throw away damaged packaging?

We recommend retaining the original packaging and shipping labels whenever possible until the reported issue has been reviewed.

Can I receive a replacement for a damaged product?

A replacement may be considered depending on the circumstances and product availability. Contact us with supporting information so we can discuss the appropriate resolution.

What if my order contains several packages but only some have arrived?

Review your order information to check whether the products are associated with multiple packages. If you believe something is missing, contact us with your order number so we can review the delivery information.

How can I contact Decorvixo about an order issue?

You can reach our customer service team by email at lumexa@decorvixo.com or by phone at +81 (801) 522 95 18. Please include your order number to help us identify your purchase.

HERE FOR A BETTER EXPERIENCE

Your Satisfaction Matters

We understand how important it is to receive the products you ordered in the condition you expected. If something is missing, damaged, or incorrect, our team is here to review your concern and help you move forward with clarity.

Decorvixo — Thoughtfully Chosen. Beautifully Lived.

Contact Us

Need help with a damaged product, missing component, or incorrect delivery? Contact the Decorvixo customer service team. We will be happy to review your inquiry.

Decorvixo Customer Service

Email:
lumexa@decorvixo.com

Phone:
+81 (801) 522 95 18

Business Address:
2312-4 Hantsuchi, Kajiki-cho,
Aira-shi, Kagoshima 899-5231, Japan

Customer Service Hours:
Monday – Friday: 9:00 AM – 5:00 PM (JST)

DECORVIXO

Thoughtfully Chosen. Beautifully Lived.