What Restoration Hardware is and how to shop there
Restoration Hardware (RH) is a furniture and home décor retailer that sells through physical showrooms, a website, and a catalog. The company specializes in high-end furniture, lighting, textiles, and décor items, often styled after historical or designer pieces. You can browse and purchase online at rh.com, visit a showroom in person, or order from their printed catalog by phone.
The showrooms function as both display spaces and order centers. Staff can show you fabric swatches, help you customize pieces, and place orders. Most items are not held in stock at the showroom; instead, they are made to order or shipped from a warehouse after you purchase. Delivery timelines vary widely depending on what you order and current production schedules.
Restoration Hardware does not operate like a traditional furniture store where you take items home the same day. Nearly everything is ordered and shipped to your address, which means you need to plan for delivery time and coordinate access to your home on the delivery date.
Key Takeaways
- Most Restoration Hardware furniture is made to order, so delivery can take anywhere from a few weeks to several months depending on the item.
- You can shop online, visit a showroom, or order by phone, and staff at showrooms can help you customize pieces and see fabric options in person.
- Shipping is typically included in the price for orders over a certain amount, but white-glove delivery (assembly and placement) costs extra and varies by location and item size.
- Returns are generally accepted within 30 days of delivery for most items, though custom or made-to-order pieces may have different policies.
- Restoration Hardware offers a design consultation service at some locations, where you can work with a designer to plan a room or project.
Delivery times and how orders are fulfilled
When you order from Restoration Hardware, the item enters a production or fulfillment queue. Standard lead times range from 4 to 12 weeks for most furniture, though some pieces take longer and others ship faster. The website shows an estimated delivery window when you add an item to your cart, so you can see the timeframe before you pay.
Once your order ships, you receive a tracking number via email. Restoration Hardware uses multiple carriers depending on the item size and your location. Large pieces like sofas or dining tables typically ship via freight carrier, which means a truck delivers to your home and the driver places the item in your designated room (if you pay for white-glove service).
Smaller items like lamps, mirrors, or décor ship via standard parcel carriers. You can track these shipments the same way you would track any online order. If you order multiple items, they may arrive on different dates because they come from different warehouses or production facilities.
Shipping costs and white-glove delivery options
Restoration Hardware includes standard ground shipping on orders above a certain threshold, which varies by location and order total. Orders below that threshold incur a shipping fee. You can see the exact shipping cost during checkout before you complete your purchase.
White-glove delivery is an optional service that includes delivery, assembly, and placement of your furniture in the room of your choice. It also includes removal of packaging materials. This service costs extra and the price depends on the item, your zip code, and how far the delivery crew needs to carry the piece. You can add white-glove delivery during checkout or by contacting customer service after you order.
Standard delivery means the carrier leaves the item at your door or in your driveway. You are responsible for moving it into your home and assembling it. If you choose standard delivery for a large piece like a sectional, confirm that you have help available and that doorways and hallways are wide enough to fit the item.
Customization options and how to use them
Many Restoration Hardware pieces can be customized in fabric, leather, finish, or size. When you shop online, you select your options from dropdown menus or by clicking fabric swatches. At a showroom, staff can show you physical samples and help you understand how different fabrics look under different lighting.
Custom orders typically have longer lead times than standard configurations. If you choose a fabric that is not in stock, add 2 to 4 weeks to the standard delivery window. The website estimates the total lead time after you select your customizations, so you know the full timeline before you commit.
Once you place a custom order, changes are usually not possible because production begins quickly. If you need to modify your order, contact customer service when ready — they may be able to stop production if the item has not yet entered the manufacturing stage, but there are no guarantees. Read the customization details carefully before you submit your order.
Returns and the 30-day window
Restoration Hardware allows returns within 30 days of delivery for most items in original condition. You must initiate the return through your online account or by calling customer service. The company will arrange a pickup for large furniture items; you do not have to pay for return shipping on most pieces.
Custom or made-to-order items have stricter return policies. Some cannot be returned at all, while others can be returned only if they are defective. Check the product page or your order confirmation for the specific return policy for your item before you purchase.
Refunds are processed after the item is received and inspected. This can take 1 to 2 weeks after pickup. If you return an item, the refund goes back to your original payment method. Shipping costs are not refunded if you initiated the return for a reason other than a defect.
How to contact customer service and get help
Restoration Hardware customer service is available by phone, email, and through your online account. Phone support hours vary by location but typically run during business hours. You can find the phone number for your nearest showroom on the website, or call the main customer service line listed on your order confirmation.
For questions about your order, have your order number ready. For questions about a specific product, the product page often has a "Contact Us" link that connects you to someone who can answer questions about that item. Email responses typically take 1 to 2 business days.
If you have a problem with delivery or a damaged item, report it to customer service as soon as possible. Take photos of any damage and keep the packaging. Most damage claims must be reported within a set timeframe (usually 7 days) to be covered.
Design consultation and in-showroom services
Some Restoration Hardware showrooms offer design consultation services, where you can work with a designer to plan a room, select pieces, and coordinate fabrics and finishes. This service is sometimes free for large purchases and sometimes charged by the hour. Ask at your local showroom whether they offer this service and what it costs.
Showroom staff can also help you understand dimensions, see how pieces look together, and understand the difference between fabric options. If you are planning a large project or buying multiple pieces, visiting a showroom in person can help you make decisions with confidence.
You can also request a design consultation online through the website at some locations. This typically involves a video call or email exchange with a designer who can answer questions and make recommendations based on photos you provide.
Frequently Asked Questions
How long does it take to get furniture after I order it?
Most items take 4 to 12 weeks from order to delivery, though some pieces are faster and others take longer. The website shows the estimated delivery window for each item before you purchase. Once your order ships, you receive a tracking number and can monitor its progress.
Can I cancel my order after I place it?
Cancellations are possible only if the item has not yet entered production. Contact customer service when ready with your order number. If production has already started, cancellation may not be possible, or you may be charged a restocking fee. The sooner you call, the better your chances.
What happens if my furniture arrives damaged?
Report damage to customer service within 7 days of delivery with photos. Restoration Hardware will either send a replacement or arrange a refund. If you chose white-glove delivery, the delivery crew may document damage at the time of delivery, which strengthens your claim.
Do I have to pay for white-glove delivery?
White-glove delivery is optional and costs extra. The price varies based on your location, the item, and how far it needs to be carried. Standard delivery is included on most orders above a certain amount, but you are responsible for moving the item yourself.
Can I return custom or made-to-order pieces?
Return policies for custom items are stricter than for standard pieces. Some custom orders cannot be returned at all. Check the product page or your order confirmation for the specific return policy before you purchase a customized item.