We understand the heart-sink moment. You've waited patiently for that bespoke outdoor lounge set or artisan dining table, only to find a scratch, a dent, or a crack upon its arrival. Please, don't worry. We're here to walk through this together, step by gentle step.

First, take a deep breath. Your furniture is more than an object; it's a promise of memories to be made. Before you do anything else, carefully document the scene. Take clear, well-lit photographs and a short video from all angles, showing the damage and the packaging it arrived in. This visual diary is your most compassionate ally.

Next, resist the urge to fix it yourself or discard the packaging. That original crate is its temporary home and our evidence. Please contact our care team immediately—we are standing by. When you call or email, have your order number and those photos ready. We listen, not just hear.

Here’s what happens next, hand-in-hand: We will guide you through our personalized warranty promise. Often, for minor wounds, we can dispatch a repair kit or a specialist craftsman to restore your piece to health right in your garden. For more significant injuries, we may create a brand-new replacement part or, if needed, craft the entire piece anew for you. The damaged piece? We arrange for its respectful retrieval.

This process is built on trust and clear conversation. We know this delay is a disappointment, and we move with urgency and empathy. Our goal is not just to resolve a shipment issue, but to ensure the vision you had for your outdoor sanctuary becomes a reality, whole and beautiful.

Remember, your peace of mind is part of our design. Let's turn this setback into a story of care and commitment, ensuring your custom piece finally settles into its forever home, perfect and ready for countless sunny days and starlit evenings.