Customer Care
Shipping & Delivery
How our pieces reach you, and what happens if one is not right for your space. Standard Delivery is free to your door on every order, and it is the only delivery method we offer.
Returns & Exchanges
We want every piece you receive from Hawthorne & Reed to feel right in your space. A coffee table or a lamp is larger and more particular than most things bought online, so our return process is written around the piece itself — its size, and how it was delivered.
Please review the following before placing your order.
Can I return my order?
Yes. You can return any piece within 21 days of delivery.
For a full refund of the price you paid, the piece should come back:
- In the condition it was delivered in, unused and unaltered
- Complete with all its parts, hardware and accessories
- In its original packaging
- Taken apart and securely packed, if you assembled it
Return shipping is the customer’s responsibility. If a piece comes back without its original packaging, a 10% repacking deduction applies. A piece damaged after delivery is still accepted, less a deduction for the damage. Any deduction is confirmed to you in writing before the refund is issued.
Do you offer exchanges?
Yes, for a different finish of the same piece, where one is available. Tell us when you start your return and we will confirm in writing whether the exchange is possible and any difference in price. The piece coming back follows the return terms on this page.
For a different piece altogether, we refund your return and you place a new order for the piece you prefer.
Are there any items that cannot be returned?
No. No category of product is excluded: we do not sell custom, made-to-order or personalized pieces, and nothing is marked Final Sale.
What can reduce a refund is the condition of the piece, not its type. A deduction applies if a piece:
- Has been used, modified or altered
- Is missing parts, hardware or accessories
- Was damaged after delivery, while being assembled, moved or transported by you
- Comes back without its original packaging (10% of the price paid)
Any deduction is assessed when the piece reaches us and confirmed to you in writing, with the reason, before the refund is issued.
Is return shipping free?
No. Return shipping is the customer’s responsibility.
We give you the return address, or arrange a collection and deduct its cost from your refund. If a piece comes back without its original packaging, a 10% repacking deduction applies.
A piece that arrives damaged, faulty or incorrect is not a return: tell us within 48 hours of delivery, before sending anything back, and we put it right at our cost, with nothing deducted.
Do I always have to ship the item back?
Not always.
For some smaller or lower-value pieces, return transportation costs more than the piece is worth. In those cases we may approve your refund without asking you to ship anything back, and we will tell you so in writing when we approve the return. Where we do that, no return shipping cost is deducted from your refund.
Please do not assume it applies to your piece — start a return the usual way, by contacting us first, and we will tell you which applies before you arrange anything.
What if my piece arrives damaged?
If you can, check the boxes before the carrier leaves and note any damage on the delivery receipt. Photograph damaged boxes before opening them, and keep the packaging.
Then contact us within 48 hours of delivery. The same 48 hours applies to damage or missing parts you find while unpacking or assembling, so please unpack and check your piece promptly. When we reply, attach photographs of:
- The damage close up
- The whole piece
- The boxes as they arrived
We confirm the remedy within one business day: a partial refund where the damage is cosmetic and the piece is still sound, a replacement part where one component is at fault, or a replacement or full refund where the piece is unusable. It costs you nothing.
What if I receive the wrong item?
Contact us within 48 hours of delivery, with your order number and photographs of the piece you received.
A piece that is not the item you ordered is put right at our cost: you choose a replacement or a full refund, and we arrange and pay for collecting it. Nothing is deducted.
Can I return an item because I changed my mind?
Yes. Eligible items may be returned within 21 days of delivery. Return shipping is the customer’s responsibility, and a 10% repacking deduction applies if a piece comes back without its original packaging, so a change of mind usually still costs something.
That is worth avoiding, and the way to avoid it is to ask first. Most product pages carry full measurements alongside the product images and description. If a dimension you need is not listed, ask us through the contact page with the piece you are considering and we will send what we have.
Can I cancel my order?
Yes — within 24 hours of placing it, for any reason, with a full refund. Contact us through the contact page with your order number.
After 24 hours we will still try to stop the order if it has not yet been dispatched. Once it has shipped, our 21-day return applies instead.
Can I return an assembled piece?
Yes, it stays eligible for return within 21 days. If you assembled it yourself, please take it apart carefully and pack it so it travels safely. Return shipping is the customer’s responsibility, and a 10% repacking deduction applies if it comes back without its original packaging.
Do you offer store credit or gift cards instead of refunds?
No. An approved return is refunded to your original payment method.
We do not replace a refund with store credit or a gift card unless you ask us to.
How long does a refund take?
Once the returned merchandise has been received and inspected, we refund to your original payment method within 7 business days.
Your bank or payment provider may require additional processing time before the funds appear in your account.
Can my refund be reduced?
Only for the reasons set out on this page: if the piece has been used, altered or damaged after delivery, is missing parts, or comes back without its original packaging. Return shipping is also the customer’s responsibility.
A piece is not refused because it was damaged after delivery; it is accepted within the 21 days, less the deduction. We assess any deduction when the piece reaches us and confirm it to you in writing, with the reason, before the refund is issued.
How do I start a return?
Write to us through the contact page and choose Start a return, within 21 days of delivery. Please include:
- Your order number
- The name used on the order
- The piece you wish to return
- The reason for the return
- Photos, where relevant
We reply within one business day with the return address or collection arrangements and what the return will cost. Nothing is committed until you agree, so please do not send anything back before you have our reply.
Why are these returns different from ordinary online purchases?
Furniture and lighting are bulkier and more fragile than a typical online order, so a piece needs careful packing to travel back safely.
That is why return shipping and the 10% repacking deduction for pieces returned without their original packaging are set out plainly here, before you buy.
If you are unsure about a piece, ask us first. We would rather answer a question now than arrange a return later.
Our Promise
We believe transparency is part of good design. You should know what to expect before placing an order — not after.
If you are unsure whether a particular piece is right for your space, our team is happy to help you review dimensions, materials, finishes and product details before purchasing.
Shipping & Delivery
Standard Delivery is free, and it is the only way we ship. Your piece is delivered to your door, estimated to arrive 3–5 weeks after a 24-hour cancellation window, for you to unpack and, where needed, assemble. Everything we carry is sized to be handled without a freight crew, so there is nothing to choose at checkout.
Prices do not include sales tax, which is calculated at checkout from your delivery address.
How will my order be delivered?
One way, and it is free.
- Standard Delivery, free: delivered by carrier to your door, estimated to arrive 3–5 weeks after a 24-hour cancellation window. It arrives boxed; you unpack it and assemble it where needed.
There is no delivery method to choose at checkout and no delivery charge to add.
How long does shipping take?
Orders are estimated to arrive 3–5 weeks after a 24-hour cancellation hold. For the first 24 hours after you order you can cancel at no cost; once that window closes, your order goes into processing. Each product page shows the estimated arrival dates for an order placed today, and your order confirmation email gives the dates for your order.
Dates are estimates rather than guarantees. What we can tell you:
- If you need a piece by a particular date, ask us through the contact page before you order.
- An order containing several pieces may arrive on different days.
- If we learn of a delay after you have ordered, we will write to you with the current status.
Will everything in my order arrive together?
Not necessarily.
Pieces are prepared and shipped individually, so one order may arrive in more than one delivery. This is normal and does not indicate a problem.
Will I receive tracking information?
We email tracking details as soon as the carrier provides them. Some services offer only limited tracking; if yours does, ask us and we will tell you where your order stands.
Why does my tracking sometimes show no movement?
Large shipments can move through several carrier facilities before the tracking information updates.
It is also possible for tracking to sit unchanged for a time while the shipment is in transit.
If tracking has not updated for an unusually long period, contact Customer Care with your order number and we will chase it.
Will my piece be carried inside?
No. Delivery comes to your door, or the nearest point the carrier can reach, and the piece is not carried inside for you. Everything we carry is sized so that is a reasonable ask.
Does Hawthorne & Reed offer assembly?
No. The piece arrives with the hardware and instructions it needs, and any assembly is yours. Where a piece arrives fully assembled, its product page says so.
What happens if I miss my delivery?
The carrier's own redelivery options apply. If a parcel goes back to the carrier, contact us and we will help arrange it.
What if my package arrives damaged?
Note any visible damage on the carrier's delivery receipt if you can, photograph the boxes and the piece, and keep the packaging.
Then contact us within 48 hours of delivery, including for damage you find while unpacking or assembling, and we will put it right at our cost.
What if my package appears damaged before I open it?
If practical, photograph the package before opening it, and note any damage on the carrier’s delivery receipt.
If the piece itself is damaged, photograph it and contact us within 48 hours of delivery, before attempting any repair or sending anything back. We put it right at our cost.
Can I change my shipping address after ordering?
You can correct your delivery address at no cost within 24 hours of placing your order. Contact us through the contact page with your order number.
After that, we will still try if the piece has not been dispatched, but once it is in transit it usually cannot be rerouted.
Do you ship internationally?
Not at present. Hawthorne & Reed currently ships exclusively within the United States, and checkout will not accept an order to an address outside the US. Within the US, we deliver to the 48 contiguous states and Washington, D.C. We do not currently deliver to Alaska, Hawaii, US territories or military addresses.
If that changes we will say so here. You are welcome to write to us in the meantime.
Are shipping costs included in the product price?
Yes. Standard Delivery is free wherever it is offered, whatever the size or weight of the piece, and it is the only delivery method we offer — so there is no delivery charge to add at checkout.
Prices do not include sales tax. Any tax that applies is calculated at checkout from your delivery address.
We currently ship exclusively within the United States.
Can one order arrive in more than one delivery?
Yes, if pieces are ready at different times. Each piece is shipped as soon as it is ready.
What if my order hasn't arrived when I expected it?
The arrival window we give you is our own estimate. Dates are estimates, not guarantees.
If your order has passed that window and you have not heard from us, contact us with your order number and we will investigate it for you.
Can weather or carrier delays affect my delivery?
Yes.
Weather events, carrier congestion, holidays, customs processing and transportation disruptions outside our direct control can affect delivery timelines.
If a delay occurs we will tell you where your order stands rather than leaving you to work it out from tracking.
Who carries my order?
A parcel carrier delivers it directly to your door. Tracking details follow by email once your order ships, where the carrier provides them.
Why might two pieces ordered together arrive separately?
Pieces are prepared and shipped individually, so they can be ready at different times.
Rather than hold a finished piece back, we send it as soon as it is ready.
What should I do before a large delivery?
The piece has to fit, and you should plan for two people to move heavy boxes. Before delivery day:
- Measure your entryway and confirm the piece can physically enter your home. Measurements are published on each product page; if one you need is missing, ask us.
- Measure stairways and elevators, and consider corners, door frames, hallways and ceiling clearance.
- Decide which room it is going in.
- Clear a path from the door to that room.
- Check the piece as you unpack it.
Does Hawthorne & Reed guarantee a specific delivery date?
No. The arrival dates we show are our own estimates, based on a 3–5 week window after the 24-hour cancellation hold. Dates are estimates, not guarantees. If we learn of a delay after you have ordered, we will write to you with the current status.
Who do I contact if I have a shipping problem?
Start with Hawthorne & Reed Customer Care.
Provide your order number and a brief description of the issue.
We will resolve it from our end rather than asking you to work out who is responsible.
Our Approach to Delivery
We know this kind of delivery is different from ordering a small parcel online. Our goal is simple: clear expectations, no hidden surprises, real communication.
If a piece has special delivery requirements, we aim to tell you before you purchase rather than after.
Still have questions?
Ask before you order.
Dimensions, delivery requirements, assembly, finishes — our team would rather answer it now than after the piece arrives.