Damage & Delivery Policy

At Heston Ward, we take great care in packaging and shipping your furniture to ensure it arrives safely. Because many of our items are large and shipped via freight carriers, we ask customers to carefully inspect deliveries upon arrival.

Inspect Your Order Upon Delivery

When your order arrives, please inspect all items before signing the delivery receipt.

Check for:

• Visible damage to the packaging

• Dents, tears, or crushed boxes

• Any signs the item may have been mishandled during transit

If damage is visible, please note the damage on the delivery receipt before signing.

Failure to document visible damage at the time of delivery may affect our ability to file a freight claim.

Reporting Damage

If your item arrives damaged, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

• Your order number

• Photos of the damaged item

• Photos of the packaging and shipping label

• A brief description of the issue

Our team will review the claim and determine the best resolution.

Resolution Options

Depending on the situation, we may offer one of the following solutions:

• Replacement parts

• Product repair by a professional furniture technician

• Product replacement

• Partial refund when appropriate

Each case is reviewed individually to ensure the best outcome for the customer.

Delivery Refusals

If an item arrives severely damaged, you may refuse the delivery.

Please notify the delivery driver and clearly note the damage on the delivery receipt. Then contact our support team as soon as possible so we can arrange a replacement.

Missed Delivery Appointments

For freight deliveries requiring scheduled appointments, customers must be available to receive the delivery.

Missed appointments may result in redelivery or storage fees, which may be the responsibility of the customer.

Incorrect Shipping Information

Please ensure your shipping address and contact information are correct when placing your order. Heston Ward is not responsible for delays or additional delivery charges caused by incorrect information.

Contact Us

If you experience any issues with your delivery, please contact our customer support team. We are committed to resolving any concerns and ensuring you enjoy your purchase.