Shipping & Returns

 

Returns

The Well Appointed House has been in business for over a decade!  Customer service and happy customers are our top priority! We are currently based in Greenwich, CT.  Our Customer Service Manager, Heather Haan, can be reached at heatherehaan@wellappointedhouse.com or (914)-400-4360.  Our corporate office line is (203)-622-7310.  You can also contact us with general questions at customerservice@wellappointedhouse.com

Decorative Accessories:  Decorative accessories (lamps, accessories, small case goods, children's items and gifts) can be returned for a full refund, less the cost of shipping.  (Please note that this policy does not apply to any decorative accessories that are noted to be "CUSTOM MADE" - please refer below to the policy for custom or hand painted items.  If you are thinking of ordering a BULK QUANTITY of more than 5 of any one item please refer to the BULK RETURN POLICY BELOW).  Decorative items that are not custom made to order can be returned within 7 days of the ship-to date in the original packaging for a refund less the cost of shipping and handling.  Item must be packed in the original box, must be in original condition and returned to The Well Appointed House prepaid and insured.  Shipping is nonrefundable and no COD returns will be accepted.  Damaged returns will not be honored.  If an item is returned to us damaged, the customer is responsible for collecting the insurance reimbursement from the shipping carrier they chose and our responsibility for the transaction is thus terminated.  

RETURN PROCEDURE:  Please contact us to let us know that you plan to return a purchase prior to sending it to obtain a Return Authorization.  We will provide you with shipping directions and a RA#.  Once the item is received and logged at The Well Appointed House, we will issue you a refund to your original form of payment for you to use towards your next purchase.  Merchandise exchanges are considered 'final sales'.

*Please be aware that if you do not follow our Return Authorization procedure and just return items to the return address on the box, we will have no way of logging the item back into our system since many items ship from different locations.  We will not be held responsible for any customer who returns items without first contacting us and following our procedures.  We are happy to accept returns but must be able to track them and check them as soon as we receive them to give store credit back.  There have been instances where a customer returned a box to one of our vendors warehouses and the item has no way of being found or traced and therefore we cannot issue store credit.  This can easily be avoided by following the Return Authorization procedure! 

Furniture:   We do not hold any furniture stock, all pieces are special ordered.  Custom made furniture may not be returned for any reason.   Contact us prior to making your purchase if you need clarification on whether or not your furniture can be returned.  Some smaller case goods pieces like tray tables or side tables can be returned.  Those items usually ship UPS and we will accept them back.  Most custom made items have a notation in the product description.  If you received damaged furniture, please see our "Damaged Merchandise" section below. 

Personalized Items:  Due to their custom nature, no personalized or monogrammed items may be returned for any reason unless it arrived damaged.

Custom or Hand Painted Items:  Any items listed as "Custom Made to Order" or "Hand Painted" are exactly as implied - made to order.  They may not be returned. 

Pet Merchandise:  Pet merchandise may not be returned.

Holiday Merchandise: Holiday items may not be returned.

Damaged Merchandise:  All merchandise is inspected and sent damage-free to your home.  If an item arrives damaged, it is the customer's responsibility to notify the carrier and The Well Appointed House within 48 hours of receipt.    The Well Appointed House cannot send replacement merchandise or issue any sort of store credit until the claim is made with the shipper and the item is picked up by the carrier for inspection.  Be sure to keep your purchase in the original packaging so that it can be repackaged and picked up by the shipper for inspection and insurance evaluation.  Once The Well Appointed House receives notification from the shipper that an evaluation has been performed, we will immediately replace the merchandise (provided a replacement is available) or issue a full refund.  If you allow too many days to pass, UPS or FedEx won't allow for a damage claim and that will be the customer's responsibility.  If for any reason a customer does not allow the carrier to pick up the damaged merchandise, this will prevent a claim from being processed and this customer is not eligible for replacement merchandise or store credit. This also applies to customers who do not respond to carrier phone calls in a timely manner to allow damaged merchandise to be picked up.  If the carrier makes three attempts to inspect the merchandise and the customer does not comply, we cannot issue a refund or be held responsible.  If merchandise is damaged within a customer's home after the item was delivered, the shipper and The Well Appointed House cannot be held responsible.    

Bargain Basement: The sale of any merchandise from our "Bargain Basement" is considered a final sale.  There are no returns or exchanges on Bargain Basement items.  DO NOT ship back Bargain Basement items as you will not be given store credit.  We heavily discount this merchandise to make space for other items. 

Bulk Orders:  If you are a designer, hospitality company, hotel or even just a regular customer ordering a quantity of more than 5 of ANY ONE item (for example, 20 non-custom wastebasket sets for a new hotel), you MAY NOT return these items for any reason once the order has been put into production and the order has been received.  If you think you are interested in ordering a high volume of any item, order ONE FIRST to see it and be sure that it fits your project needs and then order the rest.

Please be sure that you have read and understand our return policy prior to placing your order.   Call or e-mail us with questions.  Your satisfaction is very important to us.

Order Cancellation 

Since we strive for excellent customer service, orders coming in through the website are often put in and shipped out immediately.  Sometimes, even items that may say "Usually ships within 2-3 weeks" are available at the time of order and are shipped right out.  If you would like to cancel an order, we can honor the cancellation request provided that the item has not yet shipped.  If you try to cancel the order, but the item has already shipped out and is on its way to you, it will be handled as a return and you can refer to our Return Policy section on guidelines for returning items.  You are responsible for the cost of shipping the item back to us and will process it as a return for a refund or store credit.  We will gladly assist you with a merchandise exchange.

Items that are being handmade or custom made to order can usually be cancelled within 24-48 hours of order receipt.  However, there will be exceptions to this if work has begun on an item before we hear from you.  If you are on the fence about ordering a custom made to order item, wait until you are sure you want the item before putting your order in as we cannot always promise that the order can be cancelled.  We always try our best to accommodate our customers!

ALL order cancellations must be made in writing to Customer ServiceThis way we have a record of when the order was cancelled.

 

Shipping Within the United States

We ship anywhere in the United States.

Please note that shipment of goods to United States states or territories outside of the continental mainland such as Hawaii and Puerto Rico usually incur additional shipping charges above what is quoted in the checkout process.  We will contact you with the up charges prior to charging your credit card and processing your order.  This includes islands such as Nantucket, Martha's Vineyard, Block Island, etc.

Freight Shipping of Furniture:  Our website attempts to calculate the shipping of items when they are added to the shopping cart based on a system that is in place primarily for items shipping via UPS and other carriers.  However, furniture shipments require a quote from a freight shipping company and there may be up charges above what is shown in your shopping cart for furniture orders.  Due to increased gas prices, freight shipping costs are much higher now than they were this time last year.  We make every effort to use the most efficient carriers that will handle our furniture with the utmost care.  If you would like a shipping  quote prior to placing your order, please contact us for that information and specify if you want inside delivery.  Inside delivery is more expensive.  Carrying furniture up stairs usually incurs an up charge of about $25 per item.  If you are purchasing a crib from our Children's Collection and it is shipping via freight (some are flat packed and can ship via UPS) you may be eligible for crib assembly by our shipping folks.  There is a $50 charge for crib assembly if your item if it is going on a furniture truck and not via UPS.  You must request this service as it is an additional perk but is not included in normal shipping fees.

A Note About Free Shipping Offers:  Please note that if an item is offered for sale with free shipping and the customer decides to return the item, they are still responsible for paying the return shipping of the item back to The Well Appointed House.  Also, for furniture items that are being offered for a special free shipping offer, please note that this is for free curbside shipping only.  If any customer wishes to have the furniture brought into the home, up stairs, assembled and packaging removed, there is usually about a $150 upcharge for white glove delivery.  Contact Customer Service to arrange this.

International Shipping
We have ceased shipping directly to customers abroad but we will ship to any reputable freight forwarding service in the United States.   Please note that international customers do this at their own risk and expense.  We suggest that international customers establish an account with Access USA to obtain a U.S. shipping address and we will gladly ship merchandise there.  Their website is http://www.myus.com/ 

Please note that there are no returns on international orders.

Delivery Time
Our product selection has been created to cater to customers who are serious about decorating their homes.  With over 6,000 unique luxury products, we are unmatched on the web.  Our products have been featured in many home design magazines.   We look for specialty items that will add a special touch to your home.  Several of our selections are handcrafted by top artisans in the United States and Europe and may take many weeks to arrive to you, so please allow plenty of time for delivery.  Please check the availability listing associated with each item.  We will always make every attempt to ship things quickly.  Please notify us if the gift is for a special occasion, birthday, baby shower or holiday so that we can pay extra attention in tracking it's release for shipping.  Contact us

if you have an immediate shipping need we can provide you with an individual estimated delivery time.  Occasionally, items are backordered.  If this is the case, we will contact you immediately to let you know.  Engraving time varies depending on volume, so please let us know if you have a deadline.  If you are expecting a child and ordering items for your nursery, please note the estimated delivery time listed with the product you are ordering and enter your due date into the "Notes" section of your order upon checkout.  We will flag the due date on your order and will give you an indication of whether we feel that your order will not arrive in time.   Every attempt will be made to get purchases to you as quickly as possible!

Thank you for shopping with us!