Refused and Failed Deliveries

1. Why Delivery May Fail

A delivery may be unsuccessful because of an incorrect address, an unavailable recipient, missed appointments, building restrictions, inaccessible unloading conditions, or a refusal to accept the shipment.

2. Before the Delivery Attempt

Provide accurate contact and address details, check furniture dimensions and building access, and respond to carrier scheduling requests. Notify us promptly if you discover an error or an access issue.

3. If You Need to Cancel

Contact HOMALIXO as soon as possible rather than refusing a shipment without explanation. We will review available cancellation, redirection, or return options under our policies and applicable law.

4. Unjustified Refusal or Customer-Caused Failure

If a conforming order is refused without a legally valid reason, or a delivery fails because of a customer-provided error or missed agreed appointment, reasonable, documented additional carrier or return costs may apply only where properly disclosed and legally permitted. We do not automatically forfeit the full purchase price or impose an undisclosed fixed refusal penalty.

5. Damage or Other Valid Concerns

If the shipment is visibly damaged, incorrect, or subject to another valid legal concern, contact us promptly. A refusal in such circumstances will be evaluated on its facts and does not automatically make the customer responsible for return freight.

6. Customs and DDP

U.S. orders use Delivered Duty Paid shipping. HOMALIXO pays ordinary covered import duties and applicable import-clearance charges. If a carrier unexpectedly requests an import payment, contact us before paying; do not assume that ordinary DDP charges are your responsibility.

7. Next Steps

For assistance, email decorio@homalixo.com or call +81 7092337850. Include the tracking information and any carrier notice you received.

8. Product Size and Building Access

A large bookcase, long garden bench, awning, or outdoor shed package may not fit through a narrow hallway, stairwell, elevator, or gate. Compare product dimensions and any available packaged dimensions with your access route. If a delivery issue arises, contact us before refusing a shipment.