How long does it take for an order to be received?

In general most items ship within 1-3 days. Some items take 4-5 days to ship out. This information will be included on your order acknowledgement email.Transit time varies from 2-5 days.

How are items shipped?

Most items ship via UPS, on occasion we use Fed Ex or USPS.

Do we ship internationally?

Yes we do. International shipping must be done separately, so please contact us via email or phone for an international shipping quote.

There are certain items due to their fragile and heavy nature that we regrettably cannot ship internationally. Please call or email us to see if the item you are interested in is available for international shipping.

 

You can call 800-804-9565 or email info@enchantedhome for a shipping quote.

Is everything discounted?

Yes it is. Everything is discounted at least 15-20% off retail prices shown already reflect this discount. On items that we import directly (most of the porcelain, all chinoiserie tole, most silver and all holiday) the discount is significantly greater, up to 40%..

What is the return policy?

If you are not happy with your item for any reason, you can return it within 7 days (there are exceptions) please read below. Accepting an order beyond the 7 day period is at our discretion.

The shipping back of your item is your responsibility and the refund will be for the price paid for the item not the shipping.

ALL RETURNS REQUIRE A RA NUMBER (RETURN AUTHORIZATION)

You cannot send an item back without first contacting us to get an RA. Any order shipped back without an RA will not be refunded. An RA is the only way to identify your order coming into our warehouse (our warehouse is a large shared warehouse with other businesses that gets hundreds of boxes daily).

EXCEPTIONS THAT ARE NOT RETURNABLE OR WILL INCUR A RESTOCKING FEE-

Anything food related, trays, bowls, plates, flatware are not returnable

Anything custom ordered (includes statuary) or monogrammed is not returnable

Lighting (includes all lamps and lanterns) are subject to a 20% restocking fee unless you are doing an even exchange

All flash sales and all presales are not returnable and are always a final sale.

Can I call in my order?

Yes you can now call in your order to 1-800-804-9565 Mon- Friday 9:30-5:30 eastern standard time.

Do I need to pay tax?

Only if you are in NY state, as we are in NY. If you are, the sales tax will be added to your purchase.

I haven’t gotten my order, what do I do?

If you have given your order a reasonable amount of processing and shipping time (6-9 days) please feel free to contact us via phone or email 1-800-804-9565 or info@enchantedhome.com and we will be happy to update you and provide a tracking number for your order.

Can I make suggestions, offer feedback or make recommendations for certain products?

Absolutely! We love hearing from you and welcome your suggestions. Feel free to email us anytime with requests, suggestions or ideas. We are totally open to hearing what you have to say and welcome your feedback. Email us at info@enchantedhome.com

Do you offer wholesale?

Yes we are thrilled to say that we are officially offering limited wholesale accounts as of May, 2018. If you are a retailer please visit our wholesale website to register http://www.wholesale.enchantedhome.com/

**If you are a designer or to the trade, feel free to contact us regarding our trade discount/policy. You can call  us at 800-804-9565 or email us at info@enchantedhome.com

HOW IS SHIPPING CALCULATED?

Shipping is broken down by dollar amount. Orders over $1500 have shipping manually calculated and customer will be billed separately for shipping. We use UPS and USPS (for international shipping) and occasionally Fed Ex. If you have a shipper account number and would like to use your account, please call our 800 number.

What happens if an item arrives damaged?

In the rare event that an item is received damaged, the first step is to

1. Be sure all original packaging is kept (a return/claim cannot be authorized without this)

2. Always contact us via email or phone FIRST to report the claim, and then follow up with a picture via email. Email orders@enchantedhome.com or call 1-800-804-9565

3. There is a seven day window to report a damaged item. Please be sure you report your damaged item within 7 days. If the item is available we will send a prompt replacement or provide a refund. Either UPS will pick up the item or we will issue a prepaid label to have it sent back.

4. If the item is unavailable to replace, we will issue a refund once the damaged item is sent back to us and received in our warehouse.

5. If you refuse a package, your refund will be subject to the  refusal fee which is generally between $15-30.00. Even if something is obviously broken or damaged, do not refuse it but please call or email us and we will handle the claim properly.
 

What makes our porcelains special?

Almost every piece of our porcelain is handpainted and glazed. We have found the antiqued porcelains to be the most popular and pleasing to the eye. Our beautiful and carefully curated collection is growing all the time and being a direct importer, we offer porcelains at prices you simply cannot find anywhere.

Due to the handpainted nature, the colors can vary from piece to piece and even sometimes sizing (up to 1" difference) So if you are looking for a pair, it is advised you call or email us to tell us so and we will do our very best to locate a perfect pair for you in our warehouse!

How often do we offer specials/deals and flash sales?

We offer special discounts at least a few times a month via a pop up sale and flash sales 1-4 times a month. Flash sales are generally 2-3 days and offer a featured grouping of products at an even further discounted price.

Presales are offered on the items we directly import which are porcelains, silver, chinoiserie tole, wrapping paper, ornaments and more. We generally hold a presale approx 30 days before a container is due in then will hold a 1-2 day arrival sale when the items arrive.

The items during a presale and arrival sales are always priced 10--20% lower than their eventual online shop price so it's a great time to buy.

Regretfully, these items are subject to availability and we do not offer rainchecks.

**ALL FLASH SALES, PRESALES AND ARRIVAL SALES ARE FINAL SALE.

What happens if I have not gotten my order within a reasonable period of time?

If you have given your order 10-14 days to be received, and have not gotten it, please contact us at 800-804-9565. There is a window with which we can locate/track orders so we must hear from you within a 30 day period of order being placed (only exception would be presales)

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