Covered
- Damage that happened in transit, reported within 7 days of delivery
- Items that are faulty or not as described when they arrive
- Missing tiles, parts or accessories, or the wrong item in the box
Damage, Defects & Warranty
What to do if an item arrives damaged, faulty, incomplete or is not what you ordered.
At a glance
- 7 days of delivery To report damage, a fault or a wrong itemPhotos of item, box and label
- Free Replacement or full refundFor damaged, faulty or wrong items
- Short a tile? Missing pieces are covered tooReport it within 7 days of delivery
- $0 Cost to you for damaged or wrong itemsReplacement or full refund
How to make a claim
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1
Take clear photos
Before you throw anything away
Photograph the problem, the whole item, the box and the shipping label. For a fault, a short video helps.
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2
E-mail us
Within 7 days of delivery for transit damage
Send the photos to support@erafav.com with your order number and a short description of what happened.
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3
We review it
We reply within 1 business day
We check your photos, contact the carrier where needed, and tell you the options.
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4
Replacement, part or refund
Usually within days
Depending on the problem: a replacement item, the missing piece where we can send it, or a refund.
What is and is not covered
Not covered
- Normal wear and tear
- Damage from heat, liquids, misuse or accidents after delivery
- Changes or repairs made after delivery
Keep everything
Keep the item, the box and the packing material until your claim is closed – carriers sometimes ask to see them.
What if a problem shows up later?
If something goes wrong after the first 7 days of delivery – a pusher arm that loosens or a zipper that fails – e-mail us with your order number and photos anyway. We look at every case individually and tell you honestly what we can do.
Questions
Damage and warranty questions
The box is damaged but the item looks fine. What should I do?
Take photos of the box anyway and keep the packaging for a few days. If you find a problem when you unpack or count the set, e-mail us within 7 days of delivery with the photos.
My set is missing a tile. What should I do?
Count the tiles by suit, then e-mail us within 7 days of delivery with your order number, a photo of the set laid out and which tile is missing. We send the missing piece where we can; otherwise you choose a replacement set or a refund.
What if an accessory is missing?
E-mail us with a photo of what you received and the product page link. Missing accessories are sent at no cost or refunded.
Something wrong with your order?
E-mail support@erafav.com with your order number and photos. We reply within 1 business day and put it right.
- E-mailsupport@erafav.com
- HoursMon–Fri, 9 AM–5 PM MT