Claims
CLAIMS
Items that have arrived to the customer damaged, incorrect, defective, etc. are considered a claim and should be filed as a claim through our online claim form. A claims specialist will reach out to you with a resolution option.
With Vella Bella Warranty Protection:
Claims must be filed within 5 days from the delivery date. All items are carefully inspected before shipment, but damages may occur in transit. We ask that you inspect your package upon delivery. If your shipment requires a signature, note any damages to the packaging on the delivery receipt before signing. Take a picture of the package before unboxing if you notice any imperfections. If your item is missing or the incorrect item was delivered please attach a copy of any paper work the delivery agent provided. If a concealed defect or damage is discovered, please take detailed images of the damages or defect to help expedite the claims process. If the requested documentation is unavailable to you, your claim will still be considered for reconciliation.
- 5 days to file a claim from delivery
- Priority, hassle-free, claims solutions within 5 business days of a filed claim
- Solutions for claims filed past the 5 day claim period are eligible for consideration
Without Protection:
Claims must be filed within 48 hours from the delivery date. All items are carefully inspected before shipment, but damages may occur in transit. We ask that you inspect your pieces upon delivery. If your shipment requires a signature, note any damages to the packaging on the delivery receipt before signing and take a picture of the package before unboxing. If your item is missing or the incorrect item was delivered please attach a copy of any paper work the delivery agent provided. If a concealed defect or damage is discovered, please take detailed images of the damages or defect to help ensure your claim can be filed.
- 48 hours to file a claim from delivery
- Claims solutions resolved within 15 business days
- Non-guaranteed solutions if filed after 5 days of delivery.
All Claims
Claims with StyleMe Order Protection will take priority over unprotected claims. Please file one claim per affected item even if you are filing multiple items from the same order.
A claim form from our website must be filled out in its entirety to be recognized and resolved. Claims brought up via any other communication platform will not be considered an issue and may not be resolved. The day a claim form is filled out is the day the issue is recognized and will be put into review for reconciliation.
Any claims that are filed after 48 hours may be denied reconciliation. Claims will not be accepted without images of the original packaging. We appreciate your understanding.
Color Note: Because each computer monitor displays color differently, we cannot be held liable for differences between the actual product color and how it appears on your screen. The manufacturer provides descriptions of merchandise, including colors or shades, textures, and other features; VellaBella Furniture assumes no liability for the description, for variance, including in colors or textures, minor imperfections, and/or for a product that does not meet customer satisfaction, unless a manufacturer-verified defect exists.
Some of Vella Bella products are made from naturally sourced materials. Color variations cannot be controlled or corrected and can even occur amongst sets.
Solid Wood Disclaimer: Some of our products are made from solid wood. These products may be susceptible to warping, cracking, or shrinking. Products made from a solid wood can still react to local climate and conditions up to a year after receipt. Solid wood is also very susceptible to sunlight and can crack/split over time with overexposure.
Dark mark note: Color variances or “marks” on wood tables can develop from knots in the wood which naturally absorb stain in a more dense manner than the rest of the table. Please note, this is not a manufacturing defect. Since our products are made from natural materials it is possible to have the stains appear darker in various areas of the wood. Please see the excerpt below from our policies and procedures.
Wood Cleaning: Dust lightly using a soft terry cloth with the grain of the wood. To remove minor stains or dirt, wipe with a soft damp cloth. Oily stains can be removed using a cloth damp with a mixture of warm water and a non abrasive soap such as Murphy's soap. Please avoid using any abrasive or harsh chemicals. Dry the piece thoroughly with a clean, soft cloth. To avoid scratching, you should blot, rather than wipe spills.
Lost items should be filed within 15 days of receiving tracking, but if filed outside of the timeframe can be considered for reconciliation with proof of loss on the tracking.
Stolen shipments will need to be filed within 5 days of delivery. Items over $100 will require a police report to reach reconciliation.
