Claims

LV Furniture Collection Online Claim Policy

  1. ABOUT OUR POLICY

At LV Furniture Collection, we strive to provide the best service possible. While we do everything to ensure your order design and delivery are seamless, there may be issues that occur during the manufacturing and shipping process. Any damaged or missing items can be addressed through a claim, and the entire claim process (“Process”) will consist of providing detailed information to the LV Furniture Collection Claims Department (“Department”) for us to provide an appropriate resolution. Carefully review the details of our Claim Policy (“Policy”) to make sure any issues are promptly noted and relayed to our team.

  1. ESSENTIAL CLAIM DETAILS

A. KEY POINTS

For each claim, customers are to make note of the following key points when reporting to our customer service:

  • Claim forms must be submitted within forty-eight (48) hours from the date you receive your order

  • Additional information required to sufficiently process your claim must be submitted within seventy-two (72) hours from the date the Department requests it

  • The claim process will commence as soon as you report to our customer service (customerservice@lvfurniturecollection.com)

  • All information must be thorough and accurate

  • You must make a note of any visible damage or missing pallets/packaging (or contents) on the Proof of Delivery (POD) form during the delivery process

  • Allow up to fourteen (14) business days from the date you submit your claim form for any notifications from the Department

  • The claim process may take up to thirty (30) business days from the initial claim date

  • For customers who provide insufficient documentation or fail to maintain continual correspondence with a Department representative, their claims may either be delayed or closed entirely

  • Approved claims offering uplifts (compensation) in the form of in-store or online credit will be settled in an amount determined by the Department

  • Unauthorized returns and refused shipments for damaged and/or missing items will incur a restocking fee and additional freight charges (LV Furniture Collection does not refund any shipping charges), and these items may not qualify for consideration during the claim process

  • There can be only one claim form per order; one order may come with multiple items for which one claim form would need to be submitted

  • Uplifts, repairs, or replacements will NOT be supplemented for claims with any details intentionally or unintentionally omitted during the initial 48-hour claim process

  • All proposed uplifts, repairs, or replacements from the Department will NOT be processed separately; in order to process any claim with multiple offers, the Department requires confirmation of ALL resolution types simultaneously

  • Any item with concealed damage (i.e., any non-exposed damage) may, if the damage does not affect the product’s functionality, be resolved with an uplift in lieu of repairs

  • Repairs for torn fabric pieces underneath a sectional (i.e., dust covers that are not visible) will NOT be repaired or installed by LV Furniture Collection or third-party contractors

  • Replacement parts such as legs, glass panels, or other accessories will NOT be installed by LV Furniture Collection or any third-party contractor; customers may locate contractors or companies to perform the installations

  • Claims are determined based on manufacturing and/or in-transit issues and are resolved according to the information provided by the customer and assessed by the Department during the claim process; resolutions are not associated with returns, shipping issues or anything unrelated to damaged or missing items noted in the final delivery process

  • Any claim not reported within the 48-hour period will be addressed as a warranty issue and handled accordingly (see our Warranty Policy for more information)

Once you have submitted your claim, the Department will contact you, via email, with the next steps. Ample evidence of damaged or missing items is required to properly analyze and process a claim, so be sure to include as many pictures and descriptive details as possible when filling out your claim form. Claims are resolved on a case-to-case basis. Information provided to the Department within the designated time period does not automatically guarantee approval of a claim. Properly submitted claim forms will help minimize delays throughout the claim process. Be sure to check your spam folder for any missed emails.

B. APPROVED CLAIMS

Approved claims will consist of uplifts, repairs, and/or replacements by the Department in accordance with this Policy. Once a claim has been approved and processed, the claim will be closed, and no further resolution will be provided. If customers do not respond to an offer within thirty (30) calendar days from the offer date, the claim will be closed, and the offer will no longer be valid. Claims can be closed through either of the following situations:

  • A customer accepts a proposed resolution

  • A customer does not respond to the Department’s proposed resolution(s) within the allotted 30-day time period

  • A customer continually refuses a valid offer for reasons that do not correlate with this Policy

  • A customer does not simultaneously accept all offers

C. DENIED CLAIMS

A claim may be denied for any of the following reasons:

  • The initial claim form with the required proper documentation was not submitted within the 48-hour timeline

  • A customer did not make a note of any damage to the packaging (and pallets, if applicable) on the POD prior to completion of their delivery

  • Any items were intentionally mishandled by the consignee(s) before, during, and/or after the claim process

  • The issue does not meet the criteria for a claim (i.e., the problem pertains to a warranty issue)

If a claim is denied, the claim will be closed, and no further action regarding additional uplifts, repairs, and/or replacements will be possible. Once a claim is closed, it is no longer eligible for review, and any additional resolutions will not be considered.

  1. CLAIM FORM & PROCEDURE

A. CLAIM STEPS

Follow the steps below to complete the initial claim process:

  1. Request a Claim Form by contacting us

  2. Fill out each starred (*) section

  3. Upload photos and/or videos showing all issues

  4. Submit your claim via email to customerservice@lvfurniturecollection.com

The following information is required for any damaged or missing items in order for the Department to substantiate (but not guarantee approval of) a viable claim:

  • Far-view photos of the entire product

  • Close-up and far-view photos of the individual pieces

  • Photos of the packaging (and pallets, if applicable)

  • A detailed description of every issue

B. CLAIM TIMELINE

Documentation & Process Time Frame
Claim Form 48 Hours*
Additional Details (if requested) 72 Hours
Department Initial Assessment 14 Business Days
Department Final Assessment 30 Business Days

*Claims must be submitted within 48 hours from the date a customer receives their order.

C. CLAIM RESOLUTION TYPE

Uplifts, repairs, and replacements for all orders are carefully assessed by the Department and are categorized accordingly. The Department works in conjunction with the carrier to determine the most appropriate resolution based on the information provided by the customer during the claim process.

D. CLAIM RESOLUTION CHART

Claim Issue Damage Percentage Resolution Type
Dents, scuffs, marks, tears, holes, rips 1–10% Uplift or in-store credit
Damage to removable parts (legs, pillows) 1–10% Replacement
Damage to sectional dust covers 1–10% Repair kit
Unusable (destroyed) furniture** 50% or higher Uplift or replacement
Missing items N/A Uplift or replacement

**"Unusable" items are products damaged beyond repair.

E. REPLACEMENT PART SHIPPING

Replacement parts not in stock will be ordered from our overseas manufacturer. Delivery typically takes 12–16 weeks. Unless otherwise noted, replacement parts will be shipped to the original shipping address. In-stock items may take 2–4 weeks.

  1. RESPONSE TIMES & GENERAL CORRESPONDENCE

A. CLAIM RESPONSE TIMES

Customers must respond to any Department communication within 30 calendar days. If not, the claim will be closed automatically. Reopening is at the discretion of LV Furniture Collection.

B. REPAIRS

Concerns about completed repairs must be reported within 24 hours. If not, the claim will be closed. Appointments confirmed for repair services must be honored or fees may apply.

  1. DELIVERY PROCESS

A. PACKAGING & POD

Customers must inspect packaging and contents and report any issues on the Proof of Delivery (POD). If not reported, the damage is assumed to have occurred after delivery. Packaging should be photographed before being dismantled.

B. PACKAGING DISMANTLING

Customers should avoid using sharp tools when unboxing. Any damages from such tools will not be approved. Our carriers do not use sharp tools.

For questions, email: customerservice@lvfurniturecollection.com or call (725)308-3008.