Furniture Damaged in Transit: What to Do When Your Delivery Arrives

A few simple steps at the moment of delivery protect your claim and allow the damage to be resolved quickly, without long discussions. This guide explains what to check when your furniture arrives, how to note damage on the delivery note, which photos are genuinely useful and what to do if you only discover damage after unpacking.

At the end you will find out how Casa Padrino, the furniture brand of Demotex GmbH in Essen, Germany, deals with transport damage: you contact us with photos, we take care of the claim with the freight forwarder and arrange a repair, a replacement or a refund.

Why furniture can be damaged during transport

At Casa Padrino, large furniture travels securely packed with a freight forwarder, while smaller items are sent by parcel service. Along the way a shipment is handled several times: it is loaded onto a lorry, transferred at a depot to another vehicle and finally brought to your address with a pallet truck or by hand.

Typical causes of damage are knocks during loading, cargo shifting under heavy braking or a heavy parcel stacked on top of another. Carved ornaments, mirror glass, marble tops, high-gloss lacquer and protruding legs are especially delicate. No furniture retailer can rule out the risk entirely, so it pays to know what to do if it happens.

Before the delivery date: be prepared

The freight forwarder will usually contact you before delivery to agree on an appointment. Delivery is kerbside, so for heavy pieces it is wise to arrange for helpers in good time to carry the furniture inside with you. Measure doors, stairwells and lifts beforehand so there are no unpleasant surprises.

It also helps to have a charged smartphone, a box cutter or scissors, a blanket to put the furniture on and some free space near the entrance. That way you can inspect the goods calmly.

On delivery: check the goods and the packaging

The handover is the decisive moment. Do not let yourself be rushed, even if the driver is in a hurry. First check that the number of packages matches the delivery note. Then look at each package from every side: crushed corners, holes, tears, split film, damp patches or rattling when the package is moved are clear warning signs.

If the packaging looks suspicious, open it straight away in the driver's presence if possible and inspect the furniture itself. Look for scratches, dents, broken ornaments, loosened joints, cracks in the wood, broken glass and damage to the upholstery.

Note the damage on the delivery note

Always record visible damage on the delivery note, or on the driver's handheld device, before you sign. This note is the most important evidence that the damage occurred in transit and not later. Without it, settling the claim with the forwarder becomes much more difficult.

Describe exactly what you see. A general remark such as "received subject to inspection" is often not enough. Wording like "crate crushed at right corner, armchair leg broken" or "packaging torn, scratch on top, contents not fully checked" is far more useful. Ask the driver to countersign the note if possible and keep your copy safe. If the signature is captured digitally, ask for your remark to be entered in the comments field and take a photo of the screen.

Photos that really help with a damage report

Photos are the basis of every claim, and the better they are, the faster the case can be settled. Start by photographing the shipment as it arrived: the closed packaging with the shipping label and the damaged areas. Then take pictures of the unpacked furniture, one overall view showing the whole piece and several close-ups of each damaged spot.

Make sure the light is good and the images are sharp. A folding rule or an object of known size next to the damage shows how large a scratch or crack really is. Photograph the delivery note with your remark as well.

Hidden damage: what to do after unpacking

Not every defect can be spotted at the handover. Packaging may look perfect on the outside while a mirror inside is cracked or a leg has snapped. This is known as hidden or concealed damage. Unpack your furniture completely as soon as possible after delivery and inspect it thoroughly, including the back panel, the underside and the inside of drawers.

If you find damage, report it to us promptly, ideally on the same day. Freight forwarders expect timely notification, and the more time passes, the harder it becomes to show that the damage happened in transit. Keep the packaging until the matter is settled, as it may be needed for the assessment. Do not continue assembling a damaged piece and do not attempt your own repair before we have agreed on the next steps.

How Casa Padrino handles transport damage

With Casa Padrino you do not have to deal with the freight forwarder yourself. Send us your photos, your order number and a short description by email to info@casa-padrino.de, or call us on +49 201 36577485. All the ways to reach us are on our contact page.

We review the case, handle the claim with the forwarder and agree the right solution with you. Depending on the damage, this may be a repair, a spare part, a replacement of the piece or a refund. We keep you informed along the way, so you always know where things stand.

Transport damage, withdrawal and warranty: what is the difference?

Transport damage is not the same as a withdrawal. If a piece arrives damaged, you are entitled to goods free of defects, and we take care of the solution whether or not you intend to keep the furniture. In addition, consumers have a 14-day right of withdrawal from receipt of the goods, with the exception of custom-made pieces. Our page on furniture returns and the withdrawal policy explain how it works.

If a defect only appears later and has nothing to do with transport, the statutory warranty applies, which for consumers in Germany and the EU is generally two years. You can read more on our page about the furniture warranty. If in doubt, get in touch and we will find the right route with you.

For orders outside Germany the same steps apply. What else to bear in mind with cross-border shipments is described on our page on international delivery.