Customer Service

CUSTOMER SERVICE

The Well Appointed House has been in business since 2001! Customer service and happy customers are our top priority! We are based in Greenwich, CT in the suburbs of New York City.  Please scroll below to get answers to all of your customer service related questions.    You can email us anytime at by clicking here.

Shipping & Delivery

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.  In most cases, we cannot ship the type of items we sell to DPO addresses.  We will contact you with the up charges prior to charging your credit card and processing your order.  This also includes islands such as Nantucket, Martha's Vineyard, Block Island and any location requiring ferry transport.   In most cases, we cannot ship to DPO addresses or P.O. Boxes. Customers living in cities like New York or similar metro areas cannot accept curbside delivery of furniture items, so will need to be quoted for white glove service. 

Motor Freight Shipping of Furniture - Cost

Our website attempts to calculate shipping rates for smaller items shipping via UPS, FedEx, or USPS. However, large furniture items require motor freight shipping which varies in cost based on the type of item, the origin, and your location. Therefore, in some cases additional shipping charges may apply. Unless stated otherwise on the product page, shipping charges calculated at checkout reflect curbside rates, meaning the item will be left outside. If you would like a quote for inside placement or white glove service including assembly and package removal, please email us here or leave us a note in your order comments at checkout.  If your item has Free Shipping listed, please refer to below "Free Shipping Offers" for terms and conditions. 

Motor Freight Shipping of Furniture - Accepting Delivery

When receiving a freight shipment of furniture, it is essential and mandatory company policy that customers must fully inspect furniture before signing off on paperwork from the carrier. Any damage must be noted at the time of delivery.  If a delivery person is rushing you or says they cannot wait while you inspect write “Not inspected for damage” and ask for a copy. Damage must be noted at the time of delivery or any claims will be null and void if this process isn’t followed. If you see visible damage to the packaging or have reason to believe your item is severely compromised, you may refuse delivery and the shipment will be re-routed back to our vendor. If you do this, please contact us immediately by emailing us here so that we can get you a repair or replacement as quickly as possible.

Transit Time - Furniture

Please check the availability listing associated with each item. The timeframe provided on the product page indicates the processing time before an item ship out. We make every attempt to ship things quickly. Unfortunately, we cannot guarantee a delivery date for any item that ships via motor freight. Transit times for large furniture items typically range from 2-4 weeks, depending on the type of item, the origin, and the delivery location. We will provide you with a tracking information once your item is picked up from the vendor. Once the item reaches the local delivery terminal in your city, the freight carrier will contact you directly via the phone number provided on your order to schedule a delivery appointment. Please note that white glove shipments typically incur longer transit times.

Transit Time - Decorative Accessories and Smaller Items

Please check the availability listing associated with each item. The timeframe provided on the product page indicates the processing time before an item ships out. We make every attempt to ship things quickly. Most of our products ship via FedEx, UPS, or USPS ground with a transit time of 3-5 business days. Please notify us if your purchase is a gift or for a special occasion so that we can accommodate your delivery needs. If you are curious if an item will arrive to you in time, please email us here  and we can provide you with more specific information on delivery, or provide you with an expedited shipping rate. Occasionally, items are backordered. If this is the case, we will contact you immediately to let you know. You may also request a delivery date in the "Notes" section of your order upon checkout and we will flag your order. In the interest of securing the best shipping rates, smaller furniture items may need to be flat packed to ship via UPS or FedEx and may require some basic assembly. If you don't want to assemble anything, please reach out to our team for a white glove shipping quote.

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.

Signature Requirements

As a general rule, we do not require signature on all ground deliveries*. If you are concerned that your home is at risk for front door theft it is your responsibility to require signature on your package. You can do this by emailing us here or by requesting this in your order notes at checkout. We can request Indirect Signature, Adult Signature, or Direct Signature.  However if you do not request this and your package is missing, it is your responsibility to file a claim with the carrier once we have shipped merchandise and can demonstrate that it was delivered. You can file a claim with FedEx: https://www.fedex.com/en-us/customer-support/claims.html or UPS: https://www.ups.com/us/en/help-center/claims-support.page  

*Please note that some our vendors including Pigeon & Poodle require signature on all of their shipments. If you do NOT want a signature requirement on your package, please write this in your order notes at checkout or email customerservice@wellappointedhouse.com 

Refused Packages:
Occasionally customers may refuse a package, without our knowledge or consent.  Shipping charges to and from as well as restocking fees still apply. All refused packages go back to the vendor or to us and we reserve the right to keep payment active. 

Free Shipping Offers on Small Parcel Items That Ship UPS/FedEx/USPS: We are happy to offer Free Shipping on select items on the website. Free shipping includes standard ground shipping which is typically 3-5 business days in transit. Please note that if an item is offered with free shipping and you decide to return the item, you are responsible for paying the return shipping of the item back to The Well Appointed House as you would with a non-free shipping item. When refund is processed the cost of the original shipping will be deducted.  The only exception to this policy is if an item received is defective, in which case it will be replaced with no additional shipping fees.  

Free Shipping Offers on Items Shipping Motor Freight: Please note that unless stated otherwise on the product listing, free shipping offers on furniture items shipping via motor freight cover standard curbside delivery only.  Due to the varying geographic location of our customers throughout the United States, we have implemented a "Free Shipping" dollar value cap/limit of $275 per "free shipping" item.  In the rare circumcstance where curbside delivery to your location exceeds this amount, we will contact you to upcharge the difference.  If any customer who has free curbside delivery and wishes to upgrade and have the furniture brought inside, assembled and packaging removed, there is  an up-charge for white glove delivery service based on location. Free Shipping offers do not apply to items shipping to areas outside of the continental U.S. as outlined above. If you are purchasing a free shipping item and you would like white glove delivery, please leave us a note at checkout or email customer service and we will provide you with the up-charge.  For products that have "Free White Glove Shipping" offers, the dollar value cap/limit of that offer is $375. Please note that motor freight costs constantly fluctuate with the cost of oil and gas.

Shipping Address Changes

Once an order has been placed, the shipping address provided on the order is where we will have your items delivered. Whether an order is placed online or over the phone, it is the customer's responsibility to check their order confirmation email for any errors or typos that may have been made. If you need to update your shipping address for any reason once your order has been placed, a request must be made in writing to us immediately. A member of our team will confirm with you via email once the update has been made. If an order has already been shipped, there are fees associated with changing the delivery address. If you need to update your delivery address and your order is already in transit, please contact The Well Appointed House as soon as possible and a member of our team will assist you in re-routing your package. If you attempt to update or change the delivery address for a shipment directly with the carrier and you fail to notify The Well Appointed House, you will be charged any fees to the payment method used on your order.

Privacy & Security
The Well Appointed House does not share customer data or sell lists to 3rd party companies.  Our website is secured with SSL encryption through GoDaddy.com. If you wish to unsubscribe to our mailing list you can do that at the bottom of all emails.  This is the best way to receive coupon codes!
Returns & Replacements
Initiating a Return: To initiate a return, please email us here.  All return requests must be made in writing. If your order is eligible for return we will provide you with a Return Authorization and return instructions within 48 business hours. Please be aware that if you do not follow our Return Authorization procedure and return items to the return address on the box without our knowledge or instruction, we will have no way of tracking and 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.
Returns of Decorative Accessories, Toys, Gifts - Terms and Conditions:

This section covers returns of decorative accessories, small case goods and small furniture items and gifts that ship via FedEx, UPS or USPS. These items can be returned for a refund less the cost of original shipping and a 25% restocking fee within 7 days of the delivery in brand new, unused condition and in all original packaging. We are happy to accept returns on items received back without damage or defect, but the restocking fee applies to all customers equally. For returns that fall under the category of “buyer’s remorse”, the customer is responsible for return shipping. Please note that "Free Shipping" items returned will be refunded less our cost of original shipping. 

Please note that the following items are not eligible for return:

-Final Stock/ Closeout items

-Bargain Basement items (these are final sale items and may not be returned)

-Custom Made to Order or Personalized items

-Artwork (we do not stock art, it is made and framed to order)

-Bulk orders (orders with a quantity of 3 or more of the same product or category; please refer to our bulk order policy for more information)

-Pet Items

-Holiday Merchandise

Return authorizations are valid for 14 days once issued and returns must be received back within that time frame. Please provide your return tracking number to customer service so that we can track your package and issue your refund as quickly as possible. Once the item is received, inspected, and logged, we will issue you a refund to your original form of payment. Items must be packed in the original box with all original packaging, 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. We can hold damaged items for no more than 14 days and then they will be disposed of or donated. We will not be responsible for items being returned that are somehow lost in transit. Please note that lighting fixtures cannot be returned once installed or assembled or once the wiring has been compromised unless it arrives damaged/defective.

Returns of Furniture:  We do not hold any furniture stock, all pieces are special ordered. The Well Appointed House does not accept any returns of furniture back to our location.  Please check with our customer service team to find out if the item you have ordered or are considering ordering is eligible for a return back to the vendor and what applicable restocking fees and return shipping costs would be.  Please note that if we gave Free Shipping, the refund amount will be less the amount of the original freight shipping cost that we paid to get the item to you.    All items must come back to us in all original packing and must be shipped prepaid and insured for the full purchase price in case of damage on the way back.  We will not be held responsible in any way for furniture or items shipped back as a return that arrive back to a vendor damaged.  It will be the customer's responsibility to make a damage claim with the shipper.   Custom made, painted, monogrammed or personalized furniture also may not be returned for any reason.  Brands that cannot be returned because they are constructed and/or painted to order include: Made to Order Children's Furniture, Lulla Smith, Newport Cottages and others.  If you see finish/color/paint selections in the item listing, that means it is custom made to order per your parameters and may not be returned.  We are happy to provide samples before you order.

When Do I Get My Refund?  Please note that items must be returned and inspected by either our team or our vendors once received.  Please note that there is processing time involved to log these returns.   A refund back to your credit card can take up to three weeks.  Please know this if you are planning a return. 

Damaged Merchandise:   If your item arrives damaged, please complete our damage claim form using the link at the bottom of our home page. Damage claims cannot be processed until this form is submitted.  Please click here to fill out the DAMAGE CLAIM FORM.  

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  immediately and within 48 hours of receipt.  YOU CAN REFUSE DELIVERY WITH THE DELIVERY COMPANY IF THE ITEM ARRIVES DAMAGED.  WE RECOMMEND DOING THIS AS IT OFTEN TAKES TIME TRYING TO GET THE SHIPPING COMPANY BACK TO PICK UP DAMAGED MERCHANDISE IF YOU DO NOT  As outlined above in our "Freight Shipping" section, if furniture is delivered and you do not inspect it at the time of delivery and note damage to the delivery company, a claim will not be possible.  Claims for damaged furniture brought via motor freight or white glove delivery not noted when the piece is brought to the home are null and void.  Please send us photos,video of damage ASAP within 48 hour window.  The Well Appointed House cannot send replacement merchandise or issue any sort of store credit/refund 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.  Please do not "refuse shipment" of an item that you believe to be damaged without taking some photos - snap some photos with your phone camera and send them immediately to us via email and notify us if you have refused shipment, and be sure to note on the carrier's paperwork that you have refused delivery because of damage.  Be sure the delivery agent sees the damage and keep a copy of the signed receipt.   If you are ordering pairs of chairs, or sets of chairs or furniture pieces and one item arrives damaged, we will replace that item, not provide a whole new set.   

Bulk Orders & Pairs:  Please read this if you are ordering pairs of items such as lamps, bookends, etc or any items in quantities of more than 2.  This applies to customers, the trade and hospitality companies ordering with us. Any items ordered as a pair will incur a 25% restocking fee if returned.  If you are ordering more than 2 of ANY ONE item on the website (for example, 20 custom wastebasket sets for a new hotel or 30 side tables for a hotel patio area), 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 multiples of any one item, order ONE FIRST to see it and be sure that it fits your project needs and then order the rest.  

When Do I Get My Refund?  Please note that items must be returned and inspected by either our team or our vendors once received.  Please note that there is processing time involved to log these returns.   A refund back to your credit card can take up to three weeks.  Please know this if you are planning a return. 

Product Listings:  We strive to provide the most accurate product information and photography for our customers. However, colors and finishes often range from piece to piece due to the handmade nature of an item, variation in dye lots, etc. Our customer service team is here to help and happy to provide samples upon request when they are available. Oftentimes we are even able to get in-person photographs of a product for customer approval prior to shipment. Please note that any return requests made for any reason other than an item being damaged or defective, which is determined by the manufacturer, fall under the category of "buyer's remorse" and the customer will be responsible for any restocking fees and shipping costs that apply to their item. Additionally, any item listed as final sale or custom made to order will not be eligible for return unless damaged or defective as determined by the manufacturer. Please see above for our full return policy.

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

Ordering
Ordering can be done through our website or via phone.  Ordering via email is difficult unless you are comfortable sending your credit card information via email.  We suggest through our secure, encrypted website or via phone.  If you prefer to place a phone order, you can call us toll free Monday through Friday from 9:00 a.m. to 5:00 p.m. EST at (203)-987-5682 or (888)-WELL-APP.  
Viewing Orders
 You will receive a receipt once you place your orders.  You can also log in and see your order history.  Please check your SPAM or BULK MAIL folder if you are having trouble locating your receipt.
   Checking the Status of an Order
 If you do not see a tracking number entered when you login to check your order status, please email us with your name and order number for an update on you shipping.  We prefer to receive order status requests via emailso that we can do the necessary tracking due diligence and get back to you promptly.  

Order Cancellation: We can review an order cancellation within 24 business hours of order placement.  Anything beyond that (once the order is in process) is handled as a return.  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.  **Please do not cancel an order because you later found the item for cheaper elsewhere as we can consider a price match**

Items that are being handmade or custom made to order can usually be cancelled within 24-48 hours of order receipt, only if work has not started on your item.

ALL order cancellations must be made in writing to Customer Service.   This way we have a record of when the order was cancelled.  Feel free to call as well.

Payment, Pricing, Promotions/Sales/Coupons

Credit Cards Accepted:  We accept Visa, MasterCard, Discover, American Express, PayPal, e-Check or checks via mail. Orders are charged once we receive your order.

Coupon Code Restrictions: Please note that we currently have a 15% "New Customer" coupon code available to people who sign up for it.  This may be applied to full priced items only.  It may not be used for sale items, bargain basement or sidewalk sale items, or items that have a "special price" listed.  Most coupon codes given during sales have restrictions attached to them or brands that are exempt, so be sure to check sale details when ordering!  If an item is exempt and you place an order with the coupon code, we will notify you. Exempt brands include: AFK Furniture, Arteriors, Bungalow 5, Newport Cottages, Kingsley Bate, Coleen and Company, Coral Door, Getty Images, Gray Malin, Lacefield Designs, Modern History Home, Pigeon & Poodle, Somerset Bay, select artwork, certain decoupage lamps that are shipped from Europe, and custom made playhouses or treehouses. Coupons of any sort do not apply to these brands. Please note that you may utilize only one promotion per order; coupons cannot be combined.

Website Pricing Errors
 We have amost 12,000 SKUs on our website and a large backend database.  Sometimes there are pricing errors based on either computer error or human error. In addition, price fluxuations can happen when manufacturers distribute new price lists or pricing guidelines. Prices are subject to change at any time and pricing due to errors or glitches will not be honored. We will cancel and notify you with a full refund if an error in pricing is found.
*Price Match
 If you see a better price at one of our competitors, but you would prefer to order through us, feel free to email us with the price advertised and we can see if we can price match. You must include a link to the competitor's page.   This can never be done retroactively after an order has been received by the customer.  
Updating Account Information
Please contact us anytime to update your account information or shipping address for an order that is pending.  If you will be away, please notify us and we will attempt to have UPS or FedEx deliver during a time when you will be present to accept your packages.