Frequently Asked Questions

Orders Returns Shipping Membership Other

Orders

What type of credit cards can I use to make an online purchase?

At Accent On Decor we accept Visa and MasterCard debit and credit cards, and American Express credit cards. All credit cards must be drawn on US funds. If you use a non-US credit card then you will be charged the US Dollar amount, and your credit card will convert it to your usual (local) currency at their prevailing rate. These rates change constantly and so you should check with your credit card company to find out how much you will be billed in your local currency.

Additionally you can pay by PayPal. To do this continue through the checkout process until the payment page and press the PayPal icon.

We also offer payment by Google Checkout - simply click on the Google Checkout icon at the login screen in the checkout process and your transaction is handled safely and securely.

Can I order by fax or phone?

Yes! We provide alternate order and payment methods.
 

By Phone:
  • Call our Customer Service Department at +1 (919) 371-4447
    Monday through Friday from 8:30 am to 4:00 pm Eastern Standard time. Please have your item and payment information available.
By Mail:
  • To order by mail, please fill out the Order Form and mail to:
    Accent On Decor
    368 Raleigh Street
    Holly Springs, NC 27540
By Fax:
  • Fax us your order by using the Order Form and fax your order in 24 hours a day 7 days a week to +1 (919) 371-4443. Our Customer Service Department will process your order as quickly as possible and contact you via email with an order summary and confirmation number.

How can I track the shipment of my order?

Tracking your order is easy. Once a shipment is processed, Accent On Decor will send you an email with a tracking number, or mulitple emails if your order consists of multiple shipments.  You can also log into your account to view the shipping status of an order along with all tracking information where available.  If you didn't create an account with us you can still track your order at any time by clicking on the 'Track My Order' link at the bottom of every page.  Simply enter your Order number and Billing zipcode and you'll see the current status in realtime.

Can I receive special discounts for Accent On Decor products?

We often offer discounts on selected products throughout the year.   To keep informed of our latest sales and promotions, please be sure to sign up for the Accent On Decor Newsletter.

How do I use a Accent On Decor coupon?

It so easy to redeem a Accent On Decor coupon! Just shop online and place your items into the shopping cart. At checkout, enter the coupon code in the promotion code field. Your discount is automatically calculated.

Is my online order secure?

The Accent On Decor website utilizes strict precautions and the latest web security technology to safeguard the information transmitted and stored on our servers. We use Secure Socket Layers (SSL) for encryption and transmission of information during checkout and account sign in as well as firewalls and other server security measures to maintain the privacy and security of your information.

We take your security very seriously and our hosting provider, Strategic Advantage, Inc. has invested heavily on a secure server environment. We have daily server penetration scans to ensure against hacking, and proof of our compliance can be seen by the 'verified secure' seals posted on every page. Additionally we are fully Payment Card Industry (PCI) certified, which identifies that we are 100% secure to accept and protect your credit card transactions. If you wish to see our certificate you can contact us directly.

Is sales tax applied to my order?

Currently, sales tax only applies to those orders that are shipped to North Carolina.

What happens if I order an out-of-stock item?

We'll notify you of an out-of-stock item soon after your order is received. There are no additional shipping fees for out of stock items. Some of our items are very popular and sell out quickly. Please be patient we’ll be sure the item gets to you as soon as possible.

How do I redeem a Accent On Decor gift certificate?

It’s so easy to redeem a gift certificate! Just shop online as usual and at checkout enter in your gift certificate number in the gift certificate field.

NOTE: Please be aware that partial gift certificate redemptions are not allowed. Be sure to use up your entire gift certificate. If you spend less than the gift certificate amount there are no additional charges, but you cannot reuse the remaining amount. If you spend more than the gift certificate amount you will only be charged the balance of your order.

What do I do if the item I receive is damaged?

We make every effort to ensure that our products are shipped out in excellent condition but there are occasions where an item is damage and therefore we want to make it easy for you to return a damaged item. If the shipment packaging is delivered with any visible damage, please refuse the delivery.  To ensure proper credit of your account follow these instructions:

  1. All damage claims are to be made within 3 days of receipt of the item.
  2. Call us +1 (919) 371-4447 or email us    with an explanation of the type of damage and to request a Return Authorization Merchandise authorization number (RMA#).
  3. Please provide the reason for your return on the return form which is found at the back of your invoice included with your delivery package.
  4. Once an RMA# is issues, we provide a damage call tag, file a claim, and then issue a credit.
  5. Credits are not issued until the damaged item is returned.
  6. Pack item securely and include your name and address on the box.
PLEASE NOTE:
  • ALL RETURNS MUST HAVE A RETURN AUTHORIZATION NUMBER - EVEN DAMAGED ITEMS.
  • RETURNS VIA COD ARE NOT ACCEPTED.
  • THERE ARE NO RETURNS ON CLEARANCE ITEMS.
  • RETURNED MERCHANDISE MUST BE IN ORIGINAL CONDITION WHICH INCLUDES ALL PACKAGED ACCESSORIES.

Once I’ve placed my order can I cancel it?

Orders placed with Accent On Decor go directly to the system for immediate processing and it is unlikely that we will be able to stop the shipment process. All orders can be return by following the return policy rules (see below). If you think it may not be too late to cancel then phone our Customer Service department immediately and we’ll see if we can put a stop on the order even though it is unlikely after a certain point in the processing. Have your order number and all order information available when calling Customer Service at +1 (919) 371-4447.

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Returns

How do I return an item?

Accent On Decor stands behind the products we sell.  From time to time there may be an issue with a product so we have designed our return policy to ensure that any problem is efficiently resolved.  Please note the steps required to return an item;

  1. ALL RETURNS MUST HAVE A RETURN MERCHANDISE AUTHORIATION NUMBER (RMA#) issues by Accent On Decor
  2. Inspect your order carefully upon receipt. 
  3. If you are dissatisfied with your purchase, please notify the Accent On Decor customer service department via phone +1 (919) 371-4447 or email us    within 5 (five)  business days from receipt of the merchandise. 
  4. Accent On Decor will accept approved returns for a 20% restocking fee and freight both ways.  You will be responsible for arranging the return transportation for your return.  The returned goods must be in the original packaging material and the Return Authorization number must be on the outside of the package as well as on a note inside the package.
  5. When you contact the returns department an RMA # will be issued on all approved returns.  Please note that all merchandise without a RMA# will not be accepted - which includes returns / and or claims.
  6. Returned goods should be sent back through a traceable tracking number.
  7. At the time the RMA # is issued we will also inform you of the address where the merchandise is to be returned.

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Shipping

Do you ship orders to international locations?

Accent On Decor will ship your order to an international address on a case by case basis.  Please call or email us  to inquire about shipping to your specific country. Please note the shipping fee is not inclusive of any additional duties, excise, taxation or brokerage fees that may be applied due to importation rules that vary from country to country.

How can I track the shipment of my order?

Tracking your order is easy. Once a shipment is processed Accent On Decor will send you an email with a tracking number and your shipment. You can also log into your account to view the shipping status of an order along with all tracking information where available.

What is the cost of shipping?

Shipping & handling is calculated based on weight and distance and varies depending on your order. You can check the shipping charge by adding the item(s) to your cart and selecting the "Total Calculator" for your target destination. Our preferred mode of shipping is Standard Ground from USPS and our packages are sent via priority service making delivery time between 4 and 6 days for most in-stock items.

How long does it take to receive an order?

Most orders are shipped within 4 to 6 days. You will be notified when your order has shipped and if there is a delay with one of your products we will inform you as soon as possible.

Can a customer service representative help me with my order?

Of course! A Accent On Decor representative is here to help you with your questions Monday through Friday from 8:30 am to 4:00 pm Eastern Standard Time.

What about items that are sent to undeliverable locations?

Please make certain that the shipping address information is correct on your orders. The shipper will do its best to deliver all packages. Accent On Decor is not responsible for delivery charges that are a result delivery non-receipt delivery or incorrect address information.

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Membership

What are the benefits of creating a Membership account with Accent On Decor?

Becoming a member of the Accent On Decor has its privileges!

Savings - You will have the opportunity to receive periodic discount coupons.
Product Updates - We’ll keep you informed on the latest products in our store as well as sale and clearance items.
Easy Check Out - Speed up your return shopping experience by having your shipping and contact details stored in your member account so that there is less typing to do.

What is my User Name and how can I retrieve my password?

Your username is always the email account you used when making your order. To retrieve a lost password:

  • Click the “My Account” icon at the very top of the page.
  • On the My Account page, click the “I forgot my password” link.
  • Enter the email address you used for your account and click the Send button.
Your password will be mailed to your email address.

How do I unsubscribe from the Accent On Decor email list?

You can unsubscribe two ways.

  • The first is to send us an email from the email account to be unsubscribed. In the subject line put the words “unsubscribe”.
  • Each time we send out a promotional email you will have the option of removing yourself from the email list by clicking the “unsubscribe” link at the bottom of every email.

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Other

We can't think of any other items right now, but if you have any special concerns not covered specifically here please do not hesitate to contact us.

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