Restoration Hardware Customer Service - Frequently Asked Questions (FAQs)
Gifts, Gift Certificates & Registry
- Can I redeem a gift certificate online?
Currently, our customers are unable to redeem gift certificates online. However, you may place a catalog order by calling Restoration Hardware at 800.910.9836 or Restoration Hardware Baby & Child at 800.762.1751. Alternatively, you may place the order online, pay for it with a credit card, and then mail the original gift certificate to us for a credit to the card. Once we have received the certificate, we will credit your credit card for the amount. Please include your order number on the original gift certificate.
The mailing address for the gift certificate is:
Restoration Hardware or Restoration Hardware Baby & Child
Attn: Customer Service
2900 North MacArthur Drive, Suite 100
Tracy, CA 95376- How do I place a gift order?
When you check out online, you may enter the gift recipient's address in the shipping address fields. Be sure to include a phone number in case any shipping issues occur during delivery. Even if you don't purchase a gift box, you can include a gift message; simply enter your message in the form provided on the address page at checkout. Your message will be printed on the packing slip enclosed with the order.
- Can I have my gifts boxed?
Yes, many of our items may be gift boxed. You can select the gift box option when reviewing the items in your cart; items that cannot be gift boxed will not include a gift box option when listed in your cart.
Different items or multiples from your order will be combined into a single gift box, where possible. For individual gift boxes, please contact Customer Service at 800.910.9836, or place a separate order for each item to be gift boxed. There is a $5.95 charge per gift box order.
- What does your gift box look like?
Restoration Hardware Orders:
For $5.95 per order, each gift will arrive in our signature silver charcoal grey box, finished with a grey grosgrain ribbon. You may also include a personalized gift message printed on a note card and presented in a grey envelope.Restoration Hardware Baby & Child Orders:
For $5.95 per order, each gift will arrive in our signature gift box, available in 3 colors: petal, silver sage or cloud. Your gift will be beautifully wrapped in tissue and tucked inside the box, finished with a chocolate grosgrain ribbon. You may also include a personalized gift message printed on a note card and presented in a chocolate envelope.- Do you have a Registry?
Yes. You can create a registry in one of the following ways:
- Create a registry online.
- Visit one of our stores (no appointment is necessary to set up your registry at any one of our locations). You can find the nearest store here.
- Call Restoration Hardware for assistance at 1.877.747.4671 (ext. 4), or Restoration Hardware Baby & Child at 800.762.1751.
- What are the benefits of a Restoration Hardware Baby & Child gift registry?
Creating a registry provides you with:
- Convenient online access. You and your guests have access to your registry 24/7.
- Complimentary announcement cards. You will receive an initial set of 15 cards - perfect for letting family and friends know you're registered with Restoration Hardware Baby & Child. And, you can always order additional cards if need be.
- Two different ship-to designations - One address to use before the event (such as the location of a baby shower), one to use after (such as your home address).
- Even more convenient exchanges and returns. If you receive a duplicate gift, or would like to return an item for any reason, we'll be happy to exchange it or offer a store credit.
- A manager for your thank you notes - Our handy online tool automatically creates a list of items purchased with the corresponding name of the gift-giver. Simply check off the names as you send your notes.
- Completion program - Our gift to you: A one-time 10% completion discount on items that were not purchased from your registry, valid for 12 months after your event.
- When will my registry be available to friends and family?
Your registry will be available immediately, whether it's created online, by phone or in store.
- How do I make changes to my registry?
Visit the Manage Registry page, or call or visit a local store. Find your nearest store here.
- How frequently do purchases against my registry get updated nationwide?
All purchases, whether made in one of our stores, or online, will be reflected immediately.
- How long will my registry remain available to me and to my guests?
You will be able to access your registry indefinitely. Guests will be able to access your list for 3 years after your event date.
- Will gifts be sent directly to me?
When you set up your registry, you'll be able to choose two different ship-to designations for where you'd like your gifts shipped before and after the event.
- What shipping options do you offer?
Most gifts will be shipped via UPS or Priority Mail (USPS). Delivery of items that require special handling (such as furniture) may be arranged through your nearest store. Find your nearest store here.
- How should I handle returning a gift?
Please see our return policy
- How can I cancel my Restoration Hardware gift registry?
If you wish to cancel your Restoration Hardware Wedding & Gift Registry please call us at 1.800.762.1005 and select menu option #4.
Orders, Delivery & Returns
- Where can I find details on shipping information?
Information on Unlimited Furniture Delivery, Standard Delivery Shipping, Rush Delivery, delivery times, and tax rates are located here.
- Can I return furniture or other large items at your stores?
Unfortunately, stores cannot process returns for furniture or other large items. Please contact Customer Service at 800.762.1005 for assistance with these returns.
- Can I return store purchases online?
Unfortunately, we cannot process returns for store purchases online. You may, however, return store-bought items at any Restoration Hardware location. Find your nearest store here.
- How long does my refund take?
Refunds generally appear on you credit card statement in one to two billing periods. Since all our online orders require credit cards as the method of payment, your refunds will take the form of a credit back to the same card used to make the original purchase.
- Where can I find details on returns and cancellations?
Information on returns and cancellations are located here.
- How do I cancel my order completely?
If you are in the process of checking out and decide you do not want to complete the order, you can leave the check out process at anytime by using your browser back button, the checkout buttons that return you to the previous step, or clicking on the logo at the top of the page. If you logged into your Restoration Hardware account before placing an order, the items in your cart will remain there for your next visit. If you are not a registered Restoration Hardware user, or if you did not log into your account before placing an order, your cart will be deleted after 30 minutes of inactivity.
Please note that we may not be able to cancel an order if it's already in the shipping process. To speak with a customer service representative and inquire about canceling or changing an order that's already been placed, please call Restoration Hardware at 800.816.0969 or Restoration Hardware Baby & Child at 800.762.1751.
- How do I order offline?
To place an order offline, please call Restoration Hardware at 800.910.9836 or Restoration Hardware Baby & Child at 800.762.1751.
- How will I know that you've received my order?
Once items have been ordered, a confirmation page will show a summary of your transaction. You may choose to print this for your records. An email version of this summary will be sent promptly, provided that we have an accurate email address. We'll send subsequent email(s) when your product ships, including tracking information (if available).
- How do I know if my items are available immediately?
If the item is not in stock, an inventory status and expected ship date will appear on the product detail page. Delivery time frame for custom order items that ship from one of our vendors will be noted on the product details page or checkout. Occasionally, we find that an in-stock item is damaged or defective when we fill an order - and that getting a replacement for you results in your item becoming temporarily unavailable. If this should occur, we'll strive to fulfill your order promptly; we'll also notify you immediately. This delay will not incur further charges.
- How can I order catalog items online?
Use our search form (at the top of every page) to provide the item number directly from our catalog. Once the item number has been entered, hit the "enter" key or magnifying glass icon to submit the information. If you don't have the number handy, enter a keyword for a quick search, then click on the appropriate search result.
- How do I ship to an address other than my billing address?
Shipping to another address that is different from your billing address is easy. Simply enter the desired destination on the shipping information page at checkout. If you're a registered user, the address will be automatically added to your address book (so that you can access it for future purchases).
- Will I receive all the items in my order at the same time?
- For your convenience, furniture items and items designated for Unlimited Furniture Delivery are held for a single delivery, shipping when all furniture items on the order are available. Items that ship via UPS may ship separately, at no extra charge.
- Do you ship overseas?
Unfortunately, we only ship to the United States, Canada and APO or FPO addresses. Please call Restoration Hardware at 800.910.9836 or Restoration Hardware Baby & Child at 800.762.1751 to place an order for APO or FPO addresses; we cannot process these orders online.
Credit & Payments
- Can I redeem store merchandise credit online?
At this time we are unable to process store merchandise credits online.
- When is my credit card charged?
Items are charged to you when they ship, which is usually within two business days for in-stock items. If an item is temporarily unavailable, you will not be charged until it ships. Delivery time frame and charges for custom order items that ship from one of our vendors will be noted on the product details page or checkout.
- Which credit cards do you accept?
We accept Visa, MasterCard, American Express, Discover, and the Restoration Hardware Card.
- Is my credit card information secure?
Yes, we encrypt all credit card information during transmission and storage, so that data is private and secure.
- Do you have a Restoration Hardware Credit Card?
Yes. Information about the Restoration Hardware Card can be found here.
- How is tax estimated for my order?
Taxes are estimated based on the laws and regulations of the state or province indicated in the shipping address. Each state / province has different laws regarding the taxation of merchandise, freight and handling.
Products
- How safe are your products?
Restoration Hardware is committed to providing safe, high-quality products for your home. We require all toys and decorated holiday product lines to be tested by an independent laboratory and to meet all applicable lead paint specifications set by the US Consumer Product Safety Commission, as well as any separate state requirements.
Our no-VOC (volatile organic compounds) satin interior paints contain significantly fewer polluting toxins and are odor-free and mold-resistant. All Restoration Hardware Baby & Child cribs are tested to the highest safety standards. Each crib undergoes rigorous testing by independent laboratories for compliance with current ASTM (American Society for Testing and materials) crib safety standards and all of our cribs meet or exceed these requirements.
Certain Restoration Hardware Baby & Child bedding collections have received rigorous Oeko-Tex certification ensuring that every textile component - from thread to button to fabric to dyes - is free of harmful toxins or irritants, is biodegradable, and recyclable. Certification also guarantees that all stages of the production process are eco-friendly and do no generate air, water or noise pollution. The European Oeko-Tex ecological certification process tests for more than 100 harmful substances.
- If I saw an item in your store but can't find it online, how can I purchase it?
Contact the store to place an order by finding your nearest store here. Or call Restoration Hardware at 800.910.9836 or Restoration Hardware Baby & Child at 800.762.1751.
- What if I have questions about your products?
Please contact us online, or call us at Restoration Hardware at 800.910.9836 or Restoration Hardware Baby & Child at 800.762.1751.
- Where can I find details on custom shades?
Please visit the Custom Shades Collection on our website to find out about products, measuring, or installation.
Catalog
- How can I order catalog items online?
Use our search form (at the top of every page) to provide the item number directly from our catalog. Once the item number has been entered, hit the "enter" key or magnifying glass icon to submit the information. If you don't have the number handy, enter a keyword for a quick search, then click on the appropriate search result.
- Are all of your products available in your catalog?
We represent a select group of new and seasonal items in our catalog. Our website includes many items that have been featured in recent catalogs, including all our furniture collections and alternate views of a product.
- How do I remove my name from your catalog mailing list?
Fill out the form located here. Please allow approximately 3 months for your request to be processed.
Email & Catalog Subscriptions
- How do I change my mailing or email address?
Please visit the My Account section of our website to update your personal information. You may also call Restoration Hardware at 800.910.9836 or Restoration Hardware Baby & Child at 800.762.1751.
- Will you share my email address with others?
No.
- Will you share my mailing address with others?
We may share your information with other quality catalogs. To opt out, please contact us with your name and address, and we'll take the necessary steps to ensure your name is not shared.
- How do I remove my name from your catalog mailing list?
Fill out the form located here. Please allow approximately 3 months for your request to be processed.
Shopping Online
- Must I create an account to shop?
You don't need to create an account to shop on the site. Users may make purchases without registering. However, registering is highly encouraged to facilitate checkout and to take advantage of other personalization features, such as accessing your order history, gift registry information or wish list. Additionally, when we have special offers, our registered users will be among the first to know. Creating an account with us is simple. All we need is your email address and a password. You can create an account here.
- Do I need to log in to make a purchase?
You don't have to log in to make a purchase on the site. However, registering an account is highly encouraged to facilitate checkout and to take advantage of other personalization features, such as accessing your order history, gift registry information or wish list. Additionally, when we have special offers, our registered users will be among the first to know. Creating an account with us is simple. All we need is your email address and a password. You can create an account here.
- Are all of your products available online?
Our entire Restoration Hardware furniture collection is represented online. Certain smaller or seasonal items may be available only through our catalog or select stores. All Restoration Hardware Baby & Child products are available online. If you have any questions, please call Restoration Hardware at 800.910.9836 or Restoration Hardware Baby & Child at 800.762.1751.
- Are the prices the same on your website as in your stores?
We make every attempt to have consistent pricing throughout our stores, our catalog, and our website. In the event you find a discrepancy in pricing, please contact us here or call Restoration Hardware at 800.910.9836 or Restoration Hardware Baby & Child at 800.762.1751.
Technical Support
- What types of web browsers does your website support?
We support Internet Explorer 7, 8 and 9, the PC and Mac versions of Firefox 4, 5 and 6, Safari 4 and 5, and the current release of Google Chrome. To view all the features on our site, you must accept cookies, enable JavaScript and have Adobe Flash Player 9 or higher. While we do have limited support for older browsers, we strongly encourage you to upgrade your web browser to the latest supported version.
Other Questions
- How can I get a hold of a real person or get a question answered?
To receive a personal response, contact us here. If you have a question that we did not address, please call Restoration Hardware at 800.910.9836 or Restoration Hardware Baby & Child at 800.762.1751.
To contact us via postal mail, write to:
Restoration Hardware or Restoration Hardware Baby & Child
Attention: Customer Service
2900 North MacArthur Drive, Suite 100
Tracy, CA 95376For our corporate offices:
Restoration Hardware or Restoration Hardware Baby & Child
15 Koch Road, Suite J
Corte Madera, CA 94925
415.924.1005- Do you have an affiliate program?
Online partnerships and affiliations are reviewed on a case-by-case basis. Please contact us here if you are interested. Be aware that the high volume of requests received may delay our response to your inquiry.
- Any other questions we haven't answered?
For questions we haven't answered, or information we haven't provided, please contact us here. We welcome your comments and suggestions, and thank you for shopping with us.