Frequently Asked Questions (FAQs)

Customer Experience - Frequently Asked Questions (FAQs)

RH Members Program

Who is eligible?: Anyone may join the RH Members Program. The annual fee for enrollment is $175, plus applicable tax.

Trade customers, please visit the Trade Sales page for information on Trade accounts.
How much is the membership fee?: The annual membership fee is $175, plus applicable tax.
Is the membership based on a calendar year or rolling year?: Membership is valid for one year from the date of purchase. If membership is purchased on March 13, 2016, it will be valid until March 13, 2017.
Are there other membership terms other than one year?: No, the RH Members Program term is a one-year term.
Who do I contact with any questions about my RH Members Program membership?: You may call 888.889.4739.
Can I terminate my membership early and receive a refund if no purchases have been made?: If you have questions about terminating your membership, please call 888.889.4739.
Can you provide more detailed information around each of the benefits?: The savings benefits, as noted above, are self-explanatory. Please see below for more information around the additional member benefits:

Complimentary Interior Design Services
By joining the RH Members Program, you will receive complimentary one-on-one consultations with members of our experienced design team. In-home consultations are available by appointment.

Eligibility for Preferred Financing† Plans on RH Credit Card
RH Members Program members will enjoy exclusive RH Credit Card financing rates and plans.
Is there a discount on sale items as well?: Yes, Members will receive 20% savings on all sale merchandise.
Can the RH Members Program be used at RH Outlets?: No, RH Members Program benefits cannot be used at RH Outlets.
Can I place my orders online?: Yes, you can apply your member savings to any online order.
How do I access my membership online?: If you signed up for the RH Members Program online, simply log into your RH.com account and your membership will be available.
If you signed up in a gallery or through the Customer Service Center and you already have an RH.com account with the same email address, your membership will automatically be applied when you log in, and no additional action is required.
If you signed up in a gallery or through the Customer Service Center and you don't have an RH.com account, please create an RH.com account.
Can I use my membership on RH.com and RHModern.com if I enrolled in membership through a gallery, through the Customer Service Center or through RHBabyandChild.com or RHTEEN.com?: Yes, however you must have an RH.com account. If you enrolled using a different email address than your RH.com account email address, you must first link your membership to your RH.com account by visiting the Membership page in My Account.
Can I use my RH Members Program discount to purchase Gift Cards?: No, gift cards are excluded from the membership discount. A $175 gift card will continue to cost $175 for Members.
May I use my membership to purchase items to send to others (gifts or otherwise)?: Yes, you may place an order using your membership and have that order be sent to another recipient.
Why haven't I received a membership card?: As of October 2017, we will no longer be mailing membership cards. Cards are not required when placing an order. Once you complete the membership enrollment and transaction, you will receive an email with your Membership ID. As long as you're logged into your RH account, you will receive member benefits. You can also place your order in our galleries or through the RH Members Program Concierge at 888.889.4739.
Will my RH Members Program membership automatically renew at the end of its term?: Yes, for residents of the US & Canada (excluding Qeubec) your membership in the RH Members Program will automatically renew one year after you signed up for the program unless you cancel your membership. More details can be found here.
Can I be a member if I live abroad?: Yes, our International customers can join the membership program.
Will I have an online account that I can access and update?: Membership is tied to your RH account. You can access your Member details within the My Account section of the site once you are logged in.
Can I have a co-member or authorized user on my account?: You can share your membership with members of your household. They will be required to provide personal information so the account can be validated.
Do I have to pay shipping?: Yes, there is no member benefit on shipping charges. Visit Shipping & Delivery for more information on shipping fees.
Do you offer product customization?: Yes, some of our products can be customized and personalized. There is no member discount on personalization fees.
What are the RH Members Program Terms & Conditions?: You can read the complete Terms & Conditions here.
How can I link my RH Membership to my account profile on RH.com?: On the membership page under "My Account," there is a section titled "RH Members Program Link." Here, you can enter the email associated with your account and then select "Link to Membership" to continue. If you are not on the membership page, you can link an existing membership to your RH.com account by visiting RH.com, signing in at the top right hand corner (next to "Cart"), clicking "My Account" in the dropdown, and then "Membership."

Gifts, Gift Card/Certificates & Registry

How do I use my Gift Card or paper Gift Certificate?

Gift Cards may be purchased and redeemed online, by phone or in any of our galleries, outlets or restaurants. To redeem a Gift Card online, select "Gift Card" in the "Payment Type" field on the Payment page during checkout, and enter the 19-digit Gift Card number and the 4-digit PIN. There will be the option to enter multiple Gift Cards per order, which will be automatically deducted from your total purchase amount at the time of checkout.

Gift Certificates may be redeemed in any of our galleries, outlets or restaurants. Gift Certificates cannot be redeemed online or by phone, however, and must be mailed to Customer Service in order to be processed. Please place your order online with a credit/debit card, then mail the original paper Gift Certificate to Customer Service for a credit to your credit/debit card. Customer service will refund your credit/debit card upon receipt of the Gift Certificate. We recommend that you send the Gift Certificate by trackable mail. Please include your order number on the original Gift Certificate and mail via trackable shipment to:

RH Customer Service
2900 North MacArthur Drive, Suite 100
Tracy, CA 95376

Please call Customer Service at 800.762.1005 if you require additional assistance.

How will my Gift Card be delivered?

Gift Cards ship free of charge via Standard delivery (3-7 business days). Expedited delivery (2-3 business days) within the US is available for $10.00 per order by contacting Customer Service at 800.910.9836. Gift Cards cannot be shipped to PO boxes; a physical street address is required for delivery. To ensure safe delivery, a signature is required upon receipt for Gift Cards exceeding $1000.

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 shopping cart; items that cannot be gift boxed will not include a gift box option when listed in your cart.

Multiple items from your order will be combined into a single gift box, where possible. For individual gift boxes, please contact Customer Service at 800.762.1005, 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?

RH and RH Modern Orders:
For $5.95 per order, each gift will arrive in our signature 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.

RH Baby & Child Orders:
For $5.95 per order, each gift will arrive in our signature grey gift box, wrapped by a petal, cloud, or ivory grosgrain ribbon. Your gift will be beautifully wrapped in tissue and tucked inside the box. You may also include a personalized gift message printed on a note card and presented in an envelope.

RH TEEN Orders:
For $5.95 per order, each gift will arrive in a white canvas gift bag, wrapped in white tissue paper. Each size bag is printed with a different Teen-inspired saying, with a white rope self-closure and gift card attached.

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 galleries (no appointment is necessary). Find your nearest gallery.
Call Customer Service for assistance at 800.762.1005.

Can I receive Gift Cards through my registry?

Yes, you may receive Gift Cards through your registry.

When you create your registry, your profile will be set up to automatically receive Gift Cards.

To enable Gift Cards for an existing registry,visit “Manage Your Registry”, then “View Registry Settings” and "Edit Registry Details." On the "Edit Registry Details" page, check the box to allow Gift Cards.

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 one of our galleries

How do I make changes to my registry?

Visit the Manage Your Registry page, or call or visit a local gallery. Find your nearest gallery.

How frequently do purchases against my registry get updated nationwide?

We update gift registries promptly to reflect all purchases, whether made in one of our galleries or online.

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 2 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 gallery. Find your nearest gallery here.

How should I handle returning a gift?

Please see our return policy

How can I cancel my registry?

If you wish to cancel your registry, please call us at 800.762.1005.

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 is 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 gallery purchases online?

Unfortunately, we cannot process returns for gallery purchases online. You may, however, return items purchased in a gallery at any RH location. Find your nearest gallery here.

How long does my refund take?

Refunds generally appear on your credit card statement in one to two billing periods. Since all online orders require a credit card as the method of payment, your refund 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 checkout process at any time 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 RH account before placing an order, the items in your cart will remain there for your next visit. If you are not a registered RH 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 RH or RH Baby & Child at 800.762.1005.

How do I order offline?

To place an order offline, please call RH or RH Baby & Child at 800.762.1005.

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.

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. The delivery time frame for special 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 results in your item becoming temporarily unavailable. If this should occur, we'll fulfill your order promptly; we'll also notify you immediately. This delay will not incur further charges.

How can I order source book items online?

Use our search field (at the top of every page) to provide the product name directly from our source book Once the product name has been entered, hit the "enter" key or magnifying glass icon to submit the information. If you don't have the product name, 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, most items will be delivered as they become available. Items that ship via Standard Delivery will ship separately from furniture. In some cases, you will have the option to consolidate your deliveries. If your items meet the criteria for a consolidated delivery, you will be prompted to make that choice in the cart before you check out.

Do you ship overseas?

Unfortunately, we only ship to the United States, Canada and APO or FPO addresses. We do not ship to the US Territories, including Guam, Puerto Rico and the US Virgin Islands. Please call RH or RH Baby & Child at 800.762.1005 to place an order for APO or FPO addresses; we cannot process these orders online.

If you need to ship goods internationally, please contact a freight forwarder.

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?: For orders shipped to the US, we accept Visa, MasterCard, American Express, Discover, and the Restoration Hardware Card. For orders shipped to Canada, we accept Visa, MasterCard, and American Express.
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

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.
Are RH light fixtures compatible with all electrical outlets, both US and international?: RH lighting fixtures meet the electrical safety requirements of UL, ETL and CSA and are designed/manufactured for use in the US and Canada only. If used abroad, the fixture will require an appropriate outlet adaptor and voltage converter. We advise not plugging our lighting into an electrical outlet higher than 110-120V, as this could result in damage to the fixture, fire and/or personal injury.
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.
What is the Mattress Recycling Fee?: Companies selling mattresses or box springs to consumers in California, Connecticut and Rhode Island must collect from the customer a recycling fee for each mattress or box spring sold, and remit the fees to the Mattress Recycling Council (MRC). RH conforms to all local and state ordinances regarding the proper recycling and/or disposal of our clients' old mattresses. See more details here.

Catalog

How can I order source book items online?: Use our search field (at the top of every page) to provide the product name directly from our source book Once the product name has been entered, hit the "enter" key or magnifying glass icon to submit the information. If you don't have the product name, 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 4-8 weeks 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.
How do I remove my name from your catalog mailing list?: Fill out the form located here. Please allow approximately 4-8 weeks 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.
How can I see my order on RH.com?: If you have an account with RH and are signed in to the same account with which you placed the order, you should be able to view your order online. If you are unable to access your order, please call us at 800.762.1005 so that we can link your order with your account.
How can I have my order linked to my account profile on RH.com?: If your order was placed without being linked to your account at the time of order placement, call us at 800.762.1005 for assistance. Please provide your order number and details, and we will link the order with either your existing or new RH.com account.

Technical Support

What types of web browsers does your website support?: We support Internet Explorer 10+ and the current releases of Google Chrome, Microsoft Edge, Firefox, and Safari (Desktop and Mobile). 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.

Customer Experience