Please note that all packing materials must be retained for carrier inspection in order to qualify for a guaranteed refund - in the event that materials have been destroyed or thrown out, buyer will be required to wait for carrier approval of insurance claim and payout authorization before a refund is issued.
All furniture is professionally packaged by our staff in-house, palletized and shipped on a tractor trailer. Lift-gate at delivery is included free of charge for direct purchase (in-store, via phone, email or online at sillafineantiques.com; fees for lift-gate may apply for third-party platforms).
Clients are notified by the carrier dispatch team of the delivery date and must make arrangements to receive and inspect the goods (goods left unattended at a residence may not qualify for insurance coverage in the event of damage). All pre-quoted freight deliveries are economy, which means clients are responsible for unpacking, moving the item into their home and disposing of all packing materials without assistance from the driver. This keeps costs and risk to the item as low as possible - after we pack the object in-house, no one else will touch or handle your furniture until you remove it from the custom carton. If you do require a more "full service" delivery (threshold, indoor, indoor + setup, etc.), please contact us for a quote.
* Some areas do not qualify for pre-quoted shipments, including residences with ferry-access, ultra-rural locations, or locations with truck access issues. It is rare, but we reserve the right to disqualify an address from a pre-quote upon notification of your delivery address; in these situations, we will offer to cancel the order for you, see if a pickup at the nearest freight terminal is a practical option, revise a quote for your approval or offer a quote from a different carrier for your approval.
Damage for items shipped with USPS, UPS, FedEx or DHL must be reported to us within 48 hours of signature confirmed delivery. We will require the client to send us photographs of the packaging and the damage to the item. We will direct the client on how to proceed: 1) either to keep the item and all packing materials available for the carrier to pick up, or 2) to safely package the item and send it back to our shop with a pre-paid label. Once we either 1) receive notification from the client or carrier that packing materials and the item have been collected by the carrier, or 2) receive the item that has been returned to us via a pre-paid label by the client at our direction, a refund will be made for the original purchase price plus any shipping via the original payment method.
For common freight shipments arranged by Silla, Ltd., the client or representative of the client is responsible for being available at time of delivery to inspect the packaging and item for damage - under no circumstances should the item be refused, as doing so will void the insurance coverage. In the event of damage, 1) call us immediately (717-708-9017), 1) note all damage on the bill of lading while the driver is still present, 3) take detailed pictures of the damaged packaging and item and 4) retain all packing materials. Send the images to us within 24 hours of receipt.
Concealed damage on common freight deliveries must be reported within 24 hours of delivery. Packing materials must be retained until the process is complete. In most scenarios, we will simply ask clients to return the damaged item to us or offer a discount for the damage if preferred by the client - but we do reserve the right to require a return. In such an event, the client is required to carefully pack the item, firmly secure it to a pallet, properly attach return labels to the carton and be available for the freight firm to pick up the item. We try to make this as easy as possible and handle all paperwork and arrangements, but unfortunately we do need the client's careful assistance in packing the piece back up so that it does not sustain further damage during the return trip to the shop. A refund for the full purchase price and shipping costs will be promptly refunded once the item is received back at the shop.
If a client selects their own shipping firm, makes their own shipping arrangements or pays a shipping firm directly, SILLA, ltd. will under no circumstances offer any refund for damage in transit; the terms of that carrier's insurance coverage, if applicable, will be the only recourse for the client. The client will be responsible for working through the claim process with the carrier they arranged. We are happy to assist in any reasonable manner, provide necessary paperwork or any other requested documentation to assist in the claim process, but ultimately the claim would be between the client and the carrier they selected.