Service Policy

Scope of assistance

We answer questions about the merchandise described in this catalog: lamp construction, shade dimensions, socket requirements, cord controls, pillow fabrics, closures and care. This is a physical-goods store, not a real-estate, room-design, installation or electrical-repair service. We do not offer property advice, subscriptions or home appointments through this site.

A catalog dimension helps you judge footprint but is not a room measurement service. Before ordering, measure the surface, the clearance to nearby fabrics and the route of the power cord. For pillows, compare the stated filled form and fabric care with the intended use; decorative pillows are not infant sleep products.

How to request help

Email [email protected] or call 1 833 4266739. For an existing order, provide the order reference, affected SKU, quantity and a short description of the question. A photograph can help with a broken shade, torn seam or missing part, but do not include personal documents, card information or images of people.

We aim to acknowledge service inquiries within 2 business days, excluding weekends and US federal holidays. Acknowledgment is not a promise that a replacement has been approved. If an investigation needs more time, we will identify the next information needed and an expected update date. If you do not receive a response, follow up with the same reference so the history stays together.

Before dispatch: corrections and cancellations

Send address, contact or quantity corrections as soon as possible. We confirm whether the order can still be changed before preparation or dispatch. Do not create a duplicate order merely to correct an address; quote the existing reference and the corrected details in full.

A changed quantity may change the merchandise subtotal and free-shipping eligibility. We disclose any revised total before requesting your agreement. A change to a different construction is a new product choice, not a color variant of the original lamp or pillow. If the requested item is unavailable, you may decline an alternative instead of accepting a substitution.

After delivery: damaged or incomplete goods

Inspect the package and complete product carefully. If anything is broken, incorrectly supplied or missing, stop using the item, retain the packaging and contact us promptly, preferably within 7 calendar days. Tell us whether the issue concerns the base, shade, globe, cord, cover, insert or another supplied component. The 30-day return window remains available subject to its conditions.

Never use a lamp with broken glass, a damaged cord or a loose electrical component. Unplug it if safe to do so and seek advice; do not attempt rewiring. We review the information and offer a suitable replacement component, replacement product or refund when appropriate. No unsupported safety certification or lifetime warranty is implied by the catalog.

Costs, escalation and boundaries

There is no fee to ask a product or order question. We do not charge a restocking fee. Change-of-mind returns use customer-paid tracked postage; confirmed wrong or arrival-damaged merchandise uses an agreed merchant-paid return method. Standard outbound shipping and refund timeframes are described in the Shipping and Returns Policies.

If a proposed solution does not address the issue, reply with the unresolved point and the outcome you seek. We will review the order history and explain the next step. A service conversation does not require you to purchase another item. This policy does not exclude rights or remedies that cannot legally be excluded and does not create an unsupported promise of coverage under any particular state law.

Service contact

Contact Divvy Homes, Inc at [email protected] or 1 833 4266739. Our correspondence address is 300 Montgomery Street, Suite 1200, San Francisco, CA 94104, USA. Registration 20201038286. Please do not send merchandise to the correspondence address without return instructions.