What if my package arrives damaged?Updated 3 months ago

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.