Welcome to our support portal
Frequently Asked Questions
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.Read more
Can I cancel my order?
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 canceled. We always try our best to accommodate our customers!
ALL order cancellations must be made in writing to Customer Service. This way we have a record of when the order was cancelled.Read more
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.Read more
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 toll free 1-(888)-WELL-APP. You can also try to reach our Customer Service Director, Heather Haan, at (203)-987-5679 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!Read more
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 (203)-987-5682 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!Read more
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!Read more
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%!Read more
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.Read more