White Glove Delivery

Extra instructions to the forwarders apply (more time, more hands) and needs to be communicated at the time of booking the Transport Plan (see 1.2.2. of the Guidance). Additional charges may apply

The price offered is based on delivery to the frontdoor. You are responsible if a delivery cannot take place due to limited  facilities or entrance. See also this visual  < = pops – up visual pdf; measuring before ordering >

Yes, all items come with clear instructions and are easy to assemble.

However due to the weight of solid wood, it is recommended that two or more persons should be used for assembly of each item.

At all times avoid tilting the item on one leg or side as this may cause unnecessary stress on certain parts.

Once assembled, never drag the item across the floor, always lift before moving!

Yes of course. You can pick up the items from our local hub. But please inspect all items well as damages occurred after pick-up are your responsibility.

Yes, we offer a “white glove” service as an option. A professional team will deliver your item to the space you want but this needs to be easily accessible (see 3.1.3 of the Guidance.), unpack the item, assemble it and inspect it with you.

White glove service may incur an additional charge.

All items are specially made for you and are hand packed in hand sized cartons.

This hand-packaging allows us an extra QC after the final construction QC. All items are assembled and pictured and these pictures are shared with you. Items only move to transport if you are happy with what you see on the pictures. We have invested heavily in this area so that any damaged items do not slip through.

If you opted for the “white glove” service, you do not need to worry; the special delivery team will handle all of of this.

In case of a standard delivery special rules apply:

• Please inform us immediately by using the online customer feedback form
• Make some pictures
• Stop unpacking and return the items
• Make a note on the delivery documents

Damaged or dirty packaging is an indication that something may have happened during the transit. Please always unpack in the presence of the drivers. Damages reported 72+ hours after delivery will not be taken into account.

Physical acceptance of the items by signing the delivery documents marks the transfer of responsibility. Damages occurred after delivery cannot be claimed.

Should there be any damage, we will service you in the best way and either arrange a collection or local repair.

If damages are not our responsibility a charge may apply.

We understand that it can sometimes be difficult to be sure that your item will fit into your intended space. As it is your responsibility to ensure that you accurately measure the space in which your furniture will sit, along with the access route to its final destination, please read this handy guide to help you. See also this visual  < = pops – up visual pdf; measuring before ordering >

There is so much valuable information about your personalized item that we want to share with you, that we would regret just leaving it at your doorstep with a standard delivery.

We prefer to offer “white glove” delivery where your item is delivered to the space you want by professional knowledgeable drivers, assembled* and all packaging materials returned to the factory.

*We ask that you advise us of any non-standard delivery circumstances that may apply at the time of ordering. We are not responsible for the removal or movement of any furniture or other items upon delivery, so ask that you provide clear access for the delivery team and also ensure that floors are protected as necessary.

Please use this visual to check if your furniture will fit < = pops – up visual pdf; measuring before ordering >

If a delivery is not possible due to unsuitable access and/or due to insufficient information, we may have to stop the delivery and bring the item(s) to a local warehouse. Costs for storing and/or rescheduling delivery will be charged.

At the very beginning of the customizing process you will be informed of a leadtime in weeks when the item will be delivered to your requested place ie. “can be home with you in week ..”.

A more precise day and time will be scheduled and provided when the item is ready and signed to “go”.

We pack by hand and the made-to-measure cartons are sized to protect your item in the best way possible.

We also prefer white coloured packaging, not only to create the feeling of a present but also to alert us early to possible damage.

We do not see the point in making these investments to allow faulty items to slip through the net.

A damaged or dirty carton may be an indication that something has happened between shipping from the factory and delivery.

In cases of standard delivery:       –    stop unpacking and make a picture of packaging,

• make a note on the delivery document and inform us via this link
• if possible unpack in the presence of drivers

In cases of white glove delivery:   –    your risk is limited due to the fact that the delivery team must assemble the item and

possible damages are automatically reported.

Any damage to the items or your property or its contents as a direct result of our delivery service must be reported by email within 24 hours with accompanying photos. If no report is made to us within the 24h timeframe, any liability will be rejected.

We advise reporting damages on the delivery note as well. We reserve the right to decide how to handle your claim.

This special service is offered in certain countries and  urban areas only.

For those who are not listed above the White Glove service can be available on request via Reception@BellaMaisa.com