If you received the wrong item, or the item's features differ from the listing (ex. missing lever, different cushions, incorrect dimensions), contact us to report this within 48 hours, per our Return Policy.
What to include:
- Clear full-item photos from multiple angles.
- Clear close-ups showing the differing features.
- Photos of the box, internal packaging, and shipping label.
- Screenshots or links to the listing photos that show what you expected.
Next steps:
- We’ll review for misrepresentation. If confirmed, we'll arrange a Chairish-paid return and full refund. A replacement may be offered, if available.
- If the difference is limited to subjective color variation due to lighting or screens, see below.
For issues with the shipping or delivery of an item, click here.
Color/Finish Discrepancy
To assess a color/finish discrepancy fairly, we review both the listing and your evidence. Complete, clear documentation helps us evaluate color/finish concerns quickly.
When contacting Support with color/finish concerns, please provide the following:
- Full-item photos from at least two different angles in neutral, natural light (ex. near a window, midday) or under white (5000-6500K) bulbs. Avoid filters or flash if possible.
- Avoid heavy shadows, colored walls reflecting onto the item, or strong warm bulbs that shift color.
- Close-up photos of the areas where the color/finish looks different, taken in the same lighting as the full-item photos.
- A simple neutral reference in-frame (ex. a plain white sheet of paper) to help gauge color balance. If you have a color card, you may include it, but it’s not required.
- A screenshot or link to the listing image(s) you’re comparing against, and a note identifying the specific photo(s).
- Any labels, manufacturer tags, color/finish codes, or product markings visible on the item.
- Photos of the shipping box and internal packing materials. Keep these until we confirm next steps.
- Contextual details that may affect appearance (ex. type of indoor lighting used for your photos, time of day, camera/device used).
What we consider:
- Listing text vs. images: We weigh the written description and any stated color/finish name alongside listing photos.
- Your photo conditions: We rely on photos taken in neutral, natural light or under white bulbs, with no filters, to reduce lighting bias.
- Material behavior: Reflective metals, high-gloss lacquers, natural woods, and hand-dyed textiles can shift with angle and light; minor shifts are expected.
- Device variability: We account for known differences among screens and color profiles.
Our standard:
- We look for a material difference between the delivered item and the listing description/images, not a subtle variance attributable to lighting or screens.
- When the listing clearly states a specific color/finish and the delivered item does not match, we will treat this as a discrepancy and work toward a remedy.
Outcome:
- If the evidence supports a material discrepancy within the return window, we'll authorize a return and provide next steps.
- If the variance appears consistent with normal lighting or screen differences, we may decline a misrepresentation claim but can still discuss return options subject to shipping and packing costs.
Questioning Authenticity
We take authenticity seriously. If you suspect an item is not genuine, contact us within 48 hours of delivery and provide detailed evidence. Click here to learn more about our Authenticity Guarantee and how to report concerns.