Guide to receiving and inspecting furniture in packages
Guide to receiving and checking flat-pack furniture
1. Purpose of the guide
This guide describes how to correctly receive, open, and check flat-pack or modular storage furniture, including bookcases, display cabinets, sideboards, storage units, and kitchen organization solutions.
The initial inspection serves to distinguish potential transport damage from issues caused during moving, opening, or assembly. It also allows for the immediate identification of missing packages, incorrect panels, damaged glass, incomplete hardware, or visible defects.
The instructions provided do not reduce consumer rights. Failure to perform a single check or the absence of photographs does not automatically result in the loss of the right to report a damaged, incomplete, or non-conforming product. However, a timely inspection makes it easier to reconstruct the delivery conditions and choose the appropriate solution.
2. Before the packages arrive
Orders are typically prepared for shipment within 1-3 business days. Once handed over to the carrier, delivery is estimated in 5-11 business days. Depending on the order specifications, shipping may be handled by USPS, DHL Express, UPS, or FedEx.
A piece of furniture may be divided into multiple packages to separate long panels, doors, shelves, glass, hardware, and more fragile components. Packages from the same order may have different tracking numbers and may be delivered at different times.
Before delivery, you should:
check the available tracking numbers;
prepare a dry, level, and sufficiently large space;
protect the floor with clean cardboard or a non-abrasive sheet;
clear the path between the delivery point and the storage area;
arrange for a second person to help with heavy or long packages;
have the order number ready.
Standard delivery does not include, unless expressly agreed upon in the order, floor delivery, moving items into indoor rooms, unpacking, assembly, positioning, or wall mounting.
3. External inspection upon delivery
Before moving the packages, the recipient should check, as far as reasonably possible:
the number of packages delivered;
that labels match the recipient and order;
for any punctures, cuts, or openings;
crushed or deformed corners;
wet, softened, or stained cardboard;
replaced tape or resealed packaging;
sounds of loose parts or broken glass;
visibly bent panels;
absence of a package marked as delivered.
If there is visible damage and the carrier allows for remarks, you should sign with a specific reservation. The note should describe the issue, e.g., “right corner of package 2 crushed” or “packaging of package 3 punctured and damp,” avoiding generic phrases.
When external damage is severe and suggests the contents may be broken, the recipient may refuse the affected package. Refusal should be limited, when possible, to the damaged package and reported to Qulendra without delay.
Signing without reservation does not automatically eliminate rights regarding damage not visible before opening. Even in this case, it is advisable to perform an internal check as soon as reasonably possible.
4. Handling before opening
Packages must be lifted and not dragged, especially when they contain coated panels, glass, or exposed edges. Dragging can cause abrasions, deform corners, and displace internal components.
Do not place packages vertically when the label or shape indicates a horizontal position. Long panels must be supported at multiple points to avoid bending. Packages should not be left outdoors, on wet floors, near heat sources, or in high-humidity environments.
Before opening, photograph the label and the sides of the packaging if there are any unusual marks. Images should show the whole package and, separately, the detail of the damage.
5. Safe opening
Open one package at a time and keep components belonging to different packs separate. Use scissors or a utility knife with the blade slightly exposed, cutting only the outer tape. Do not insert the blade deep: panels, edges, painted surfaces, and hardware bags may be right under the cardboard.
Remove the protective packaging without tearing it unnecessarily. Temporarily save:
outer cartons;
corner protectors;
sheets and spacers;
numbered bags;
package labels;
assembly manual;
parts list.
Do not use the cardboard as a cutting surface on top of a panel. Parts with glass must be placed on a stable and protected surface, without applying pressure to the corners.
6. Inspection of panels, doors, and shelves
Compare the components with the parts list before starting assembly. The check should cover:
number and shape of the panels;
identifying codes or letters;
main dimensions;
hole orientation;
integrity of the edges;
flatness of surfaces;
presence of scratches, chips, or dents;
condition of doors and fronts;
integrity of glass, mirrors, or fragile inserts;
reasonable uniformity of color and finish.
A slight visual difference due to lighting, screen, wood grain, or normal characteristics of the material does not automatically equal a defect. However, breakages, deformations, peeling coatings, open edges, missing holes, mismatched components, or differences that prevent the intended assembly and use must be reported.
For furniture intended for the kitchen or nearby areas, carefully check edges, joints, and bottom parts. A panel that is already swollen, raised, or separated before use should not be assembled.
7. Hardware check
Open the hardware bags over a container or a surface with an edge, to avoid losing screws, pins, hinges, runners, and small supports.
Compare quantities and shapes with the manual. Similar components may have different lengths, threads, or functions. Do not replace a missing screw with a self-chosen element before checking compatibility: a screw that is too long can go through the panel, while one that is too short may not ensure a secure connection.
Check that runners and hinges are not bent, that threads are intact, and that shelf supports are present in the indicated quantity. Keep each group in its relevant bag until the corresponding assembly step.
8. When not to start or to stop assembly
Assembly should not be started when:
a package is missing;
structural parts or essential hardware are missing;
a load-bearing panel is broken or deformed;
a piece of glass is cracked;
codes do not match the manual;
the main holes are missing or misaligned;
the product identity is doubtful.
If a problem emerges during assembly, stop the process before forcing any components. Do not drill new holes, cut panels, or modify hinges or runners to compensate for a potential defect.
Original damage or damage due to inaccurate instructions is considered a product issue. Damage caused exclusively by forcing parts, improper tools, overtightening, unauthorized drilling, dropping, overloading, or assembly contrary to the instructions is not considered transport damage.
9. How to report an issue
The report should include:
customer name;
order number;
number or code of the affected package;
part code, if available;
a brief and precise description;
number of packages received;
indication of whether assembly has begun;
available photographs.
For a damaged panel, it is useful to provide a photo of the entire piece, one of the identification code, and a close-up of the defect. For a missing part, photograph the components received and the page of the parts list. For transport damage, include, when available, the outer packaging, label, and inner protective materials.
Photographs facilitate verification, but Qulendra also evaluates other reliable information. Full payment card data, passwords, or irrelevant documents should not be sent.
10. Submitting the report and verification
The report must be sent to talkhelp@qulendra.com as soon as reasonably possible. There is no short deadline that automatically causes the consumer to lose applicable protections; however, timely communication prevents the damage from worsening and allows for easier verification of the transport.
Qulendra checks the order, the number of packages, and the information received. When necessary, it requests a verification from the carrier or asks for additional proportional elements. The customer must retain the product, the affected parts, and the packaging to the extent reasonably necessary for assessment and potential collection.
Depending on the nature of the issue, the solution may consist of sending the missing component, replacing the part or the furniture, collection, or a refund. Costs necessary to resolve transport damage, a missing part, or a lack of conformity are not charged to the consumer.
11. Responsibility during different phases
Until the consumer, or a person designated by them other than the carrier, acquires physical possession of the goods, the risk of loss or damage remains with Qulendra. The carrier is responsible to Qulendra for the physical execution of the transport according to the applicable agreement.
The consumer must provide a correct address, facilitate delivery, handle the packages with reasonable care after receipt, and not aggravate obvious damage. The consumer is not responsible for a defect already present at delivery or for damage caused during transport.
If delivery fails due to an incorrect address, repeated absence, or an uncommunicated access impediment, only actual and documented additional costs for a new attempt or for the return of the packages may be requested.
12. Retaining packaging
It is advisable to keep the packaging at least until the check of the parts and the first assembly steps are completed. For glass, painted panels, and bulky furniture, the original packaging may be necessary for safe collection.
The lack of original packaging does not automatically result in the refusal of a request. However, the customer must use equivalent protective materials when a return or collection requires the product to be repacked.
The packaging should not be disposed of before verifying that all components are present, identifiable, and free from obvious damage.
13. Withdrawal and refund
The consumer may communicate their withdrawal without providing a reason within 30 calendar days. If an order consists of multiple packages delivered separately, the period begins from the receipt of the last good, package, lot, or piece.
After notification, the good must be returned without undue delay and, in any case, within 14 days, following the instructions provided by Qulendra. The direct costs of returning items using the method indicated by Qulendra are borne by Qulendra.
When a refund is issued, the credit is normally visible within 3-6 business days, depending on the technical timelines of the bank, card network, or payment provider.
14. Delivery costs
For orders under 188.99 EUR, the standard delivery cost is 18.99 EUR. For orders of 188.99 EUR or more, the standard delivery cost is 0 EUR.
Prices include applicable taxes. Beyond the delivery cost indicated before order confirmation, no additional costs related to the purchase are applied.
15. Contacts
Qulendra
E-mail: talkhelp@qulendra.com
Phone: +1 938 732 7122
Address: 5556 DARRING ST, SATSUMA, AL 36572
Customer service hours:
Monday to Friday, from 09:30 to 17:30.
Saturday, Sunday, and public holidays: customer service closed.