Frequently Asked Questions

Please check below for some of our Frequently Asked Questions.  If you cannot find an answer to the question you are asking, please do not hesitate to e-mail us or to call our Customer Service Manager, Heather Haan, at (203)-987-5679.  We will always respond to your e-mail within 24 hours.  We appreciate your business!

My Order

  • When do you usually send an order confirmation?

    Order confirmations are automatically sent by our system to you as soon as we have received your order.  You will receive an electronic receipt via e-mail to the e-mail address you have provided to us.  Your credit card is approved upon checkout and then we manually charge your card when we review your order and put it in for either shipment or creation (if it is a custom made to order items).  We check to see that the item is still available and that the price was correctly listed.  Occasionally, due to a programming error, a product may be listed with the wrong price or with no price at all.  We cannot honor incorrect orders and will immediately inform you if there is any problem with the order.   We also evaluate the shipping cost of items shipping via freight truck.  The system estimates a shipping cost and then we get the actual shipping cost when manually processing your order.  Due to increased gas prices, freight shipping is much more expensive than it was this time last year.  We will contact you with the actual freight shipping cost before charging your card to get approval.  Please contact us if you are having a problem with a drop-down menu or getting an order processed we can usually fix it very quickly so that you can order the item.  By checking out, customers are agreeing that they have read and familiarized themselves with our Ordering and Return Policies.

  • What’s you Return Policy?

    Our complete return policy can be viewed by clicking here.

  • Can I cancel my order?

    Yes, you can cancel your order if it has not yet gone into production (for custom made to order items) or has not yet shipped.  Please understand that we make every effort to process orders as soon as they come in.  We get them into our system and attempt to get them shipped as soon as we can.  If your order has not yet shipped and you need to cancel it, we will try our best.  Items that are custom made to order (painted furniture, personalized items, etc) go into production usually pretty quickly.  If we hear from you within 48 hours of receiving your order, we can usually attempt to cancel, however if the order is already in production you are responsible for the item and there is nothing we can do.  We always make every attempt to keep our customers happy and make your shopping experience the best possible!

  • Do you give corporate discounts?

    We work with some of the largest companies, interior design firms and hotel companies in the world.  We supply decorative accessories to large hotels.  We assess corporate orders on a case by case basis and usually provide large discounts based on the size of the order.  Our team will also assist in selecting items for rooms that will best complement color schemes and themes.  Please contact Customer Service via e-mail or fax us requests to (866)-554-1307.  We will respond as quickly as possible.

  • Can I place a phone order?

    Yes, we gladly accept phone orders.  However, please do be aware that we have a very secure website and take security seriously.  If you still do not feel comfortable placing your order online, please do not hesitate to call our Customer Service Manager, Heather Haan, at (914)-400-4360 between the hours of 8:00 a.m. and 1:00 p.m. EST and she will assist you.  You can also e-mail us at Customer Service and send us your information or request that we call you back and we will at our earliest convenience.  We would like you to have an easy shopping experience with us!  We value your business!

  • Are your products always in stock?

    Many products are in stock and can ship out right away, some items can be on backorder and other items are custom made to order and have a long lead time.  If you have an immediate shipping need, are hosting a party and need things quickly, are going to be on vacation, etc. please e-mail us or call us at (914)-400-4360 or 888-WELL-APP and give us a list of item numbers and we will check stock availability and get back to you as quickly as possible.  Usually the most efficient way to get answers is to e-mail us a list of what you want and our Customer Service team will check stock status and write you back.  You can then place your order!

  • Can you wrap gifts?

    Unfortunately, a very limited number of gifts can be gift wrapped.  Some can, but will usually say so in the product description.  We also have many gift baskets and those can be sent with a note.  We have over 9,000 products for the home and strive to offer the best selection of luxuries and gifts, but we unfortunately do not have the staff at this time to offer gift wrapping.  We will, however, mail out a Gift Notification in the mail to the gift recipient so they know who the gift is from!

  • Is it possible to get coupons for The Well Appointed House?

    Yes!  We love to offer special sales and savings to our VIP clients.  There are many ways to receive savings.  First, check back to our site frequently.  Bookmark us!  The more you come back, the more likely you will be aware of sales when they happen.  Sign up as a member and you will receive early notifications.  Visit us on Facebook and become a Fan.  We always notify our fans of upcoming sales.  Visit our blog!  Try to be "in the loop" in the Well Appointed House as an insider and you can save big.  Sometimes over 20%!

  • I am a designer, can I order through your website and receive a discount?
    Yes, we work with some of the best and most well-known designers in the country.  As the e-tailer of the largest collection of decorative accessories anywhere, we are a favorite for accessorizing rooms in design projects.  We also work on large hotel projects.  For qualified designers, we offer 20% off of orders of $1500 or more. For now, please contact Customer Service for assistance with your project.  Soon we will have a log-in program for designers.  We require a fax with a copy of your business card, your tax ID and three current trade references.  Please note that if you live in the state of NY, we will still charge sales tax and you will have to pass that through to your customer.  We just don't have the man power right now to keep all of the tax exempt forms on file.
  • Do you charge sales tax?

    We currently charge sales tax on orders shipping to Connecticut, California and Massachusetts.  Orders shipping to other states are not charged sales tax.

Shipping

  • What kind of shipping do you have?

    We typically ship via UPS, FedEx or DHL.  We don't typically ship with the United States Postal Service because we need to provide our customers with tracking numbers.  Most furniture items ship via freight shipping.

  • What is the usual delivery time?

    Delivery time varies greatly by product.  We try to make a notation in the product description or in the shipping tab on the product listing with shipping time estimates.  We can rarely promise an exact shipping time, but try our best.  Sometimes items are backordered and we will try our best to notify you of backorders.  Some items have long wait times, but good design is worth the wait!  Don't rush your rooms and please be patient!  Wait for the right items to arrive in and don't rush into buying something that is the wrong color, because you will regret it!

Our Privacy

  • Is ordering secured?

    Yes, our website has been fully customized for The Well Appointed House and is completely secure.  We do not share customer information with anyone.

  • Do you distribute or publish mailing or email address?

    No, unlike many of our competitors, we do not share customer information.  We do not sell our lists and keep information private.

  • Is it safe for me to purchase on-line?

    To prevent unauthorized access, maintain data security and ensure the correct use of information, we have put in place appropriate physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Payment

Other Questions

  • Where are all your photos from?

    Some photos are owned by The Well Appointed House and are under full Copyright protection.  You may not copy, share or distribute them without permission.  Many of the photos on the site are owned by the vendors we do business and are under their Copyright protection.  We recommend not using any other our photos without permission, to avoid potential legal conflicts.  Other websites may not copy photos from our website.

  • Do you have a catalog?

    At this time, we do not have a catalog but hope to have one in the future.  Please sign up as a member of the site and include your mailing address if you would like to be included in future mailings.

  • Can you order designer fabrics and wallpaper for me?

    Yes, we can order fabrics from Scalamandre, Brunschwig & Fils, Lee Jofa, Travers, Osborne & Little, Jane Churchill, Cowtan & Tout and many others.  Please contact us for pricing.

  • Does The Well Appointed House Have an Affiliate Program?

    Yes!  The Well Appointed House is now part of the Google Affiliate Program!  You can earn commissions on our products by placing ads and links on your website or blog.  If you are interested in applying to join the program, please apply as a publisher through the Google Affiliate Network directly.  Once you have been approved, apply to our program!  We are listed as The Well Appointed House, Advertiser ID K343643.  Go to this site to apply http://www.google.com/ads/affiliatenetwork/publishers/ or click here 

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