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FREQUENTLY ASKED QUESTIONS (FAQ)

ORDERS AND ORDER STATUS

SHOPPING ONLINE

CATALOG SHOPPING

RETURNS & EXCHANGES

PAYMENTS & PAYMENT OPTIONS

GIFTS & GIFT CARDS

DELIVERY AND SHIPPING

WHITE GLOVE DELIVERY

PRODUCT AVAILABILITY

EMAIL AND CATALOG SUBSCRIPTION

JEWELRY

MISCELLANEOUS

TECHNICAL SUPPORT


ORDERS AND ORDER STATUS

How can I check on the status of my order?


You can contact your Design Consultant at the store where you made the purchase.

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Can I change my order?


Certainly, you can modify your order at the checkout process both in- store and here online, or cancel it entirely. Once an order is placed, however, any modifications or cancellations need to be made by the Design Consultant at the store location where you placed the order or online, email shop@arhaus.com Please note: some changes and modifications cannot be accommodated on custom or direct-ship goods.

Special-order merchandise is made to your specifications and therefore, once your order is complete, we do not accept returns, cancellations, or exchanges.

Made-to-Order merchandise is produced to specifically fulfill each order. Once orders of these items are complete, they cannot be cancelled. These items cannot be returned or exchanged.

Clearance Items, Floor Samples, Fresh Décor, Gel Fuel Canisters, Relics, Revivals and Wallpaper are all sold "as-is" and cannot be returned or exchanged. All sales are final.

Artwork sales are final and cannot be cancelled, returned or exchanged.

You can work with your Design Consultant or you can call our Concierge Team at (866) 427-4287 should you need more information.

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How do I place an order off-line?


Call 866.427.4287 or email us at shop@arhaus.com.

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How do I know if my items are in-stock?


You can check the inventory status and estimated arrival date below the product name online, or you can contact an online Design Consultant by calling 866-427-4287 or emailing us at shop@arhaus.com .

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Are the prices the same in stores and online?


Yes, pricing is consistent in stores, in the catalog and online.

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SHOPPING ONLINE

Are all of your products available online?


We do our best to represent all of our products online; however, not all items are shown. One-of-a-kinds vary by store location along with seasonal selections in both furniture and accessories.

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Do I need to create an account to order online?


No account is needed to order online. Shop now!

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If I saw an item in the store but can't find it online, how do I place an order?


Unfortunately, not all items shown in stores can be shown on the website and vice versa—sometimes we have Limited Stock Items that are only available online. Please visit us at arhaus.com or visit your local store for additional assistance. Our online Design Consultants can be reached by calling 866-427-4287.

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CATALOG SHOPPING

How do I order catalog items online?


Use our search box at the top of our website and type in the product name listed in the catalog. If you do not have the product name handy, enter a keyword that describes the item. If you have a problem, email shop@arhaus.com or call us at 866-427-4287.

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Does the catalog show all of our designs?


Unfortunately, no. The catalog showcases new seasonal looks and designs, as well as longtime favorites of ours and yours. Shop any of our store locations and the website to view more furniture and accessories.

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How can I receive a catalog?


Simply click here .

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RETURNS & EXCHANGES

What is the return/exchange policy?


To process a return or exchange, we require you to provide the original receipt. Upon inspection, we determine if a return or exchange will be processed for a store gift card, corporate check (for cash and check purchases) or credit refund. A corporate check could take up to 15 days for processing. In accordance with state and local laws, any taxes paid will be refunded. Delivery fees are only refunded if the item returned is found to have a manufacturer defect or was damaged in transit. Merchandise exchanged for reasons other than manufacturer defect/damage may be subject to a restocking fee and redelivery fee. It is your responsibility to ensure furnishings fit through all interior structures and into the desired space. Therefore, we do not provide a refund for items that do not fit; you will receive a store gift card minus the initial delivery fee and/or restocking fee. For merchandise picked up at the home, refunds will be processed once it has been received at our warehouse. Depending on your pick up location, the processing of this refund can take up to 30 days.

For more detailed information, visit Terms & Conditions .

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Can I return or exchange a clearance item?


These items are sold as is, and cannot be returned for refund or exchanged. All sales are final at store locations and online.

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Can I return or exchange a one-of-a-kind antique or Relic?


These items are sold as is and cannot be returned for refund or exchanged. All sales are final at store locations and online.

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Can I cancel an order for a special-order item?


This merchandise is made to your specifications and therefore, once your order is complete, we do not accept returns, cancellations or exchanges. If you placed this order with your Archarge Credit Card, your Archarge was charged the full purchase price in order to lock in special financing. For all other methods of payment, you were charged a 50 percent deposit at the time of purchase and the remainder of your balance will be collected before delivery is scheduled; the 50 percent deposit will not be refunded for reasons other than manufacturer defect or damage.

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Can I return an item to a store location?


Items purchased and taken with you from a store location must be returned to a store location; these items include specialty rugs, accent pillows and throws, some lighting and accessories. Larger items delivered by us or a third-party shipping partner must be returned in the same manner. Please contact our Concierge Team to coordinate the return of furniture and purchases made on arhaus.com.

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What if my items do not fit upon delivery?


Because it is your responsibility to ensure furnishings fit in desired rooms, as well as through doorways, stairways, elevators and hallways, we cannot provide a refund for these returned items; you will receive store credit minus the initial delivery fee and a restocking fee may apply.

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How long does my refund take?


Refunds may take up to 15 business days for processing. No cash refunds will be provided in the store. All refunds for cash purchases will be made with a corporate check mailed to your billing address. (Refunds for returned merchandise are also not issued until we’ve received all product(s) at our distribution center and have processed the return.)

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Can I redeem store merchandise credit online?


At this time, we can only process requests for merchandise credit in-store or by calling us at 866-427-4287 .

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What if my item(s) does not look like what I saw in the store or online?


Visible defects or variances from shown products and order specifications must be brought to our attention on the day of delivery by contacting our Concierge Team.

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PAYMENTS & PAYMENT OPTIONS

How is tax applied to my order?


Taxes are based on the laws and regulations of the state or province indicated by the shipping address. Exceptions may apply based on state or province requirements.

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What forms of payment do you accept?


We accept the following: cash, check (in-store only), VISA, Mastercard, Discover and American Express, as well as the Arhaus Credit Card (Archarge) and Arhaus Gift Cards.

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What are your payment requirements?


We require a 50 percent on all furniture orders. Full payment is required prior to the delivery of any merchandise. If merchandise is being scheduled for delivery at the time of order entry, full payment is required. Clearance items and floor samples must be paid in full at the time the order is placed.

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Is my credit card information secure?


Yes. We use GoDaddy to secure your information.

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Can I use my Arhaus Credit Card online?


Yes. Simply enter your Archarge Credit Card information as you would a normal credit card.

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SPECIAL FINANCING: THE ARCHARGE

How do I apply for an Arhaus Credit Card?


Apply here or visit your local store to fill out an application in person.*

*Promotional financing available with Arhaus Credit Card Accounts offered by Comenity Bank who determines qualifications for credit and promotion eligibility. Minimum purchase of $399 for six-month financing; minimum monthly payments are required.

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Can I make a payment on my Arhaus Credit Card at a store location or online?


We do not accept payments at store locations. Payments are accepted online by registering through the Arhaus Credit Card customer care page.

Payments can also be mailed to the following address:

Comenity Bank
PO Box 182273
Columbus, Ohio 43218-2273

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How do I know what my credit line is on my Arhaus Credit Card?


Please call Customer Care at 888.245.4064 or TDD/TTY at 800.695.1788.

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How do I close my Arhaus account?


Please call Customer Care at 888.245.4064 or TDD/TTY at 800.695.1788.

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Who should I contact if my statement is not correct?


Please call Customer Care at 888.245.4064 or TDD/TTY at 800.695.1788.

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Do I have to make a monthly payment on financing plans?


In cases of deferred interest for six months (when such promotion applies), interest will be charged to your account (at the standard, variable APR) from the purchase date if the purchase balance is not paid in full within the promotional period or if you make a late payment. Minimum monthly payments for this plan during the promotional period will be the greater of: the amount of $5.00 or 1.00% of your account balance (rounded up to the nearest $1.00). Required minimum purchase of $399 for six months. Subject to credit approval.

In the case of the 24-month low APR equal payment (when such promotion applies), if the balance is not paid in full in 24 months or if you fail to make any payment when due, regular credit terms will apply and interest will be imposed from the end of the promotional period at the standard, variable APR of 24.99% or 26.99%, based on the prime rate, depending on when you opened your account. Minimum monthly payments for this plan during the promotional period will be the greater of: the amount of the purchase, including the calculated finance charges that will be assessed from the date of the purchase through the end of the promotional period, divided by the number of months in the promotional period, (rounded up to the nearest $1.00); or $5.00. Required minimum purchase of $3,000 for 24 months. Subject to credit approval.

Arhaus Credit Card Accounts are offered by Comenity Bank, which determines qualifications for credit and promotion eligibility. At no time will the minimum payment due be less than $25.00. Minimum Interest Charge is $1.00 or $2.00 per credit plan, depending on when you opened your account. Standard variable APR of 24.99% or 26.99%, based on the Prime Rate, depending on when you opened your account.

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GIFTS & GIFT CARDS

Can I order an Arhaus Gift Card online?


Unfortunately, we do not sell gift cards online at this time. Please visit your local store or call us at 866-427-4287 to purchase.

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Can I use my Arhaus Gift Card to purchase online?


To use an Arhaus Gift Card for an online purchase, please call us at 866-427-4287 and a Design Consultant will assist you.

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Does Arhaus have a bridal or gift registry?


Unfortunately, we do not have a gift registry at this time.

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Can I send Arhaus items as a gift?


You can, however, please know that items are pre-packaged with pricing information.

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Can I have my items giftwrapped?


Unfortunately, at this time, we do not offer giftwrap options for purchases made online. However, if you purchase from a store location, we will give you a decorative Arhaus bag and tissue paper with your purchase.

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How should I handle returning a gift?


Please see our policy on Returns & Exchanges here .

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DELIVERY AND SHIPPING

What are my delivery options and how do I calculate the delivery fee to my area?


All merchandise is shipped to your home from our distribution center in Ohio or directly shipped from our vendors. Visit Delivery & Shipping or chat now for an estimated fee.

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How do I track my delivery?


To check the status of your scheduled Large-Parcel delivery, click here. You will enter your contact number and street address to track the status of your order. All fields are required. Please note that this tracking system is only valid for orders that are scheduled and routed. If your order is being delivered by one of our third-party shipping partners, please call us at 1.866.427.4287
Once your order has been finalized and processed, you will receive an email with shipment or delivery information. On some items, where email notifications are not available, anticipated delivery dates can be found on specific product pages or in order confirmation.

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What is the standard delivery window for special-order furniture?


A special-order design can take up to 12 weeks to manufacture alone; please allow for additional time to deliver the piece to your home. Your Design Consultant will provide you with initial delivery information. However, delivery dates are estimates and in no way guaranteed. You will be contacted with a date and time for the arrival of your order.

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My residence won’t be ready for weeks. If I place my order, can you hold my items at your warehouse?


We will only hold merchandise in our warehouse for 90 days. After that time period has passed, full payment is required and we must schedule delivery of your order.

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Can I pick up my merchandise at my local store?


At this time, we are unable to offer in-store pickup of online orders.

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Can I pick up my merchandise at the distribution center?


We do not offer pick-ups at our distribution center.

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Will I receive all of the items on my order at the same time?


All of the items on your order will be shipped as soon as they become available and prepared for delivery according to the shipping options you selected. Some items may ship separately and you may be charged additional shipping fees. Click here for additional information.

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Can you ship to an address other than my billing address?


You may ship to a different address by entering a different address in the Shipping & Delivery tab in the checkout process.

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Will my merchandise be assembled at the time of delivery?


If our White Glove Delivery Service option is selected, yes, our delivery team will unpack your items and set them up in the desired spaces. Our team will also remove any packaging and debris. Please note: Certain restrictions may apply. We are not able to remove and dispose of any existing furniture that may be occupying your space. Please clear any rooms for new items prior to the delivery. Items sent via UPS, FED-EX, or as curbside drop-offs do not include assembly.

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Does someone need to be home to accept my delivery?


Yes. The person accepting your delivery must also be 18 years of age. UPS deliveries under $1,000 do not require a signature unless requested by you at the time of purchase.

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What if I have an issue during or after my delivery?


Please call our Concierge Team.

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What are my delivery options and how do I calculate the delivery fee to my area?


Please view our delivery schedule and policies for more information.

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Can I request delivery on a Saturday or Sunday?


Please know that we will do our best to process your order as quickly as possible. Our corporate business days are Monday-Friday (Eastern Time). Large-Parcel Local and Extended orders can be delivered Monday-Saturday. Small-Parcel and National Large-Parcel orders are processed and delivered Monday-Friday. We do not currently process orders on Saturday or Sunday. Our order processing varies by seasonality and demand. Business days exclude week days that fall on company-observed holidays. On these days, please anticipate a delay in order processing, shipping and delivery. Click here for more information.

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What happens if a third-party shipping provider delivers my furnishings and I have a problem?


While the third-party shipping provider is still at your home call our Concierge Team . Items cannot be refused and returned to us without authorization from our Concierge Team .

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Do you ship to Canada?


Yes, furniture items only may be shipped internationally, however, fees vary and additional charges apply to reflect any duties, customs and brokerage fees, as well as combined federal and provincial sales tax rates based upon the location the order is being shipped. Order subtotals must be $2,000 or more. Online only items can only be shipped to the contiguous 48 states. Orders being shipped to Canada can be made by contacting our online Design Consultants at 1.866.427.4287

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Do you ship overseas?


Yes, furniture items only may be shipped internationally. We will provide you with an estimated shipping cost based on the number of items being shipped, the shipping destination and country of manufacture for each item. Order subtotals must be $2,000 or more. Online only items can only be shipped to the contiguous 48 states. Orders being shipped overseas can be made by contacting our online Design Consultants at 1.866.427.4287

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What if my items do not fit upon delivery?


Because it is your responsibility to ensure furnishings fit in desired rooms, as well as through doorways, stairways, elevators and hallways, we cannot provide a refund for these returned items; you will receive store credit minus the initial delivery fee and a restocking fee may apply.

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Do you offer curbside delivery?


Yes, as a cost-savings to guests beyond the delivery area of a store location, we offer curbside drop-off for select items. This delivery method is available for smaller furniture items only and requires you to be present when the truck arrives. With this option, the delivery professional and you will unload the furniture from the truck and set it by the curb. The delivery professional will neither place the furniture in your home nor remove crating and packaging materials. Please note: Curbside Delivery is only available with our National Delivery option. Please call 1.866.427.4287 for details.

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WHITE GLOVE DELIVERY

What is White Glove Delivery?


Our professionally trained delivery team unpack, inspect, assemble and place your furniture in the room of your choice (certain restrictions may apply), as well as remove all packaging and debris. In areas where we cannot offer our delivery service, a local third-party shipping partner will deliver your order, providing a comparable level of service.

Please note: Due to liability concerns, our delivery team will not be able to move, or dispose of any existing furniture or other items. Prior to delivery, please clear any rooms in which new items will be placed. Items sent via UPS, FED-EX, or as curbside drop-offs do not include this service.

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What products qualify for White Glove Delivery?


Our White Glove Delivery Service is only available with Large-Parcel delivery methods. Large parcel items include: furniture, medium-sized décor, uniquely shaped items and items that are too fragile to ship in standard packaging (certain restriction and exceptions may apply). Select rugs 8' x 11' and larger will automatically be delivered with our White Glove Delivery Service. See a Design Consultant for details.

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How much does White Glove Delivery cost?


There is no additional charge for this service.

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How is White Glove Delivery scheduled?


As with all of our Large-Parcel deliveries, our White Glove Delivery Service is scheduled by the designated carrier for your area. They will contact you by phone several days in advance to schedule a specific day and an estimated delivery time.

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When is White Glove Delivery Available?


As with all of our Local and Extended Ground Deliveries, our White Glove Delivery Service is available Monday-Saturday.

Please note: For select rugs, White Glove Delivery is only available Monday-Friday.

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PRODUCT AVAILABILITY

According to the website, all of my items are in-stock so when will I receive them?


Items that are in-stock and being delivered via our Large-Parcel delivery methods will be delivered within approximately two to four weeks depending upon the location of your residence. Merchandise being delivered via our Small-Parcel delivery methods will be delivered according to the delivery method selected. Please note lead times vary during peak seasonal time frames.

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Can I order a slipcover for an existing Arhaus piece?


Yes, however we have select frames that may be discontinued. Please reach out to a Design Consultant at your local store or via our website if you need assistance.

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What if I need a new slipcover made and the fabric on my sofa is discontinued?


We can work with you to find an alternative fabric—we offer hundreds! You can contact a store location and work with a Design Consultant or chat now !

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Where do I go for product information, dimensions and care instructions?


All product details, including dimensions and care instructions are located on the product’s page on the website. Find your item within the category you are searching. The dimensions are listed to the right of the main image. Product details will appear under the expandable arrow to the right of the image as well.
For more assistance, call our Concierge Team or the Design Consultant you purchased the item from at the store location.

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How do I measure correctly?


Please refer to our measurement guide.

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Does your merchandise come with assembly instructions?


Not all of our merchandise comes with assembly instructions, but feel free to contact our Concierge Team should you have questions.

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Are there other custom upholstery frames or sizes available?


Yes, we have many other options available, depending on the collection. Chat now for more information.

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How can I order a fabric or leather swatch?


Select an upholstered item and click on the View All Custom Options button to browse fabrics and leathers. Once you've made your selection, fill out the swatch request form. Your requested swatch may take up to 10 days to receive.

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How will I know if a product is okay to be placed outdoors?


As part of our distinctive vision and creative styling, we often photograph our furniture and accessories in a natural outdoor setting. This does not always mean that they are suitable for outdoor use. Likewise, some products that are photographed indoors may in fact be able to be placed outside. To ensure that a product is made for outdoor use, please view the product details on our website. Products listed in the Outdoor category are labeled All-Season and All-Weather indicating you can place outdoors.

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Does Arhaus warranty its merchandise?


We stand behind our collections not only with our own warranty (see Limited Lifetime Warranty ), but with our additional Worry-Free Protection Plan. Please see a Design Consultant at a store location or contact our Concierge Team for more information about this extended plan.

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Can your products be used in a commercial setting?


Yes, our products are used in commercial-type settings; however, our warranty applies to residential use only and is void if the furniture is used in what is considered to be a non-household setting.

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EMAIL AND CATALOG SUBSCRIPTION

How do I request a catalog?


You can subscribe to our catalog here .

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How do I sign up for email?


Sign up here .

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Why do you need my email address?


If we have any questions about your order and there is a problem reaching you by phone, we can then use your email to communicate. Additionally, when placing an order on our website, order confirmation and communication is sent via email. From time to time, we may also send you information about our products, services and details about current promotions.

You may unsubscribe from any email that is not related to your order or account.

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Will you share my email, home, or business address with other companies?


We respect your privacy and will never sell or share your personal information with other companies.

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How do I change my mailing or email address?


Call our Concierge Team .

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How do I remove my name from your mailing list?


You can also unsubscribe online here .

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JEWELRY

How should I care for my jewelry?


See our care instructions here.

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How do I determine my ring size?


To determine your ring size, measure your finger’s circumference in millimeters or inches and match your measurement our Ring Sizing Chart.
Measure your finger’s circumference by wrapping a flexible measuring tape or strip of paper snugly but comfortably around your finger. If using a strip of paper, mark where the ends meet and measure the length with a ruler.
Be careful not to wrap too tightly.

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How will my jewelry fit?


To see necklace drop lengths, reference our Necklace Length Guide.
All other product details, including dimensions and care instructions, are located on the product’s page on the website. Find your item within the category you are searching. The dimensions are listed to the right of the main image. Product details will appear under the expandable arrow to the right of the image as well.
For more assistance, call our Concierge Team or the Design Consultant you purchased the item from at the store location.

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Can I return or exchange my jewelry?


We maintain a 30-day return policy. All jewelry must be returned with the original receipt and with the original tags attached in order to receive a refund or exchange. Should you discover a manufacturer defect or damage upon delivery, please notify our Concierge Team immediately 1.866.427.4287.
For more detailed information, see our Terms & Conditions

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How will my jewelry be delivered?


All merchandise is shipped to your home from our distribution center in Ohio. See our Delivery & Shipping information or call ourConcierge Team.

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Can I have my jewelry giftwrapped?


Unfortunately, at this time, we do not offer giftwrap options for purchases made online. However, all Arhaus Jewels are hand-wrapped with care by our Jewelry Specialist and shipped directly to you in beautifully designed gift boxes hand-tied with raffia.

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MISCELLANEOUS

Is Arhaus an environmentally conscious company?


We have made a commitment to the earth's resources by developing unique, yet functional pieces from recycled natural resources. We recycle copper into tabletops and transform tree roots into chairs. We find forgotten antiques and give them new life. And, we remain committed to never using wood from endangered rainforests. Our catalogs are printed with 10 percent post-consumer recycled content and our corporate culture remains committed to sustainable practices that leave a reduced carbon footprint.

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Who are your manufacturers?


We work with U.S. vendors, as well as vendors all over the world, many of whom handcraft designs exclusively for us. Learn more here .

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Do you have a program for Interior Designers?


Yes, we do. If you are a licensed Interior Designer, please email designers@arhaus.com for more information and to apply. Click here for more details.

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Do you offer in-home design consultations?


Yes, we offer complimentary in-home design consultations. Ask a Design Consultant in store or chat now for more information.

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How can I talk to a real person?


To place an order online, inquire about an existing order and/or delivery of an order, or talk to our Concierge Team about an Arhaus design already in your home, call: 866.427.4287

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How can I request a donation?


Please send all requests to donations@arhaus.com , or mail to:

Arhaus Furniture
Attention: Donation Request
51 E. Hines Hill Road
Hudson, OH 44236

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How can I email a specific department?



Online Order Placement: shop@arhaus.com
Concierge Team: concierge@arhaus.com
In-Home Delivery: delivery@arhaus.com
Media Inquiries Only: editor@arhaus.com

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What is your mailing address?



Arhaus Furniture
Attn: Concierge
51 E. Hines Hill Road
Hudson, OH 44236

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TECHNICAL SUPPORT

Which web browsers does your website support?


Our website is supported by the latest versions of Microsoft Internet Explorer, Netscape Navigator, Mozilla Firefox, Apple Safari, and Google Chrome. In order to experience the website fully, please upgrade to the latest version of one of the following browsers:

Microsoft Internet Explorer
Netscape Navigator
Mozilla Firefox
Google Chrome
Apple Safari

Other requirements : JavaScript is used for key functionality; thus, Javascript 1.2 or later must be enabled.

Refer to your browser's Help section for information on how to change this setting. Upgrade your browser to a version that supports JavaScript 1.2 or higher. Cookies must be enabled for certain portions of our site.

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