Understanding the DWR return policy is the first step to shopping with confidence. Whether you’re furnishing a new home or updating a space, knowing the details can save you time and ensure a smooth experience if something isn’t quite right.
This guide breaks down everything you need to know. We’ll cover timeframes, condition requirements, and the steps to initiate a return. You’ll also find clear information on refunds, exchanges, and what to do with larger items.
DWR Return Policy
The core DWR return policy allows you to return most new, unused items within 30 days of delivery for a full refund to your original payment method. Items must be in their original packaging and in resalable condition. This policy is designed to be straightforward, but specific rules apply to certain products like final sale items, used or vintage pieces, and custom orders.
What Items Are Eligible for Return?
Most products from Design Within Reach can be returned. This includes furniture, lighting, rugs, and accessories. The key conditions are that the item is new, unused, and in its original packaging. You must also start the return process within the 30-day window from the delivery date.
What Items Are NOT Eligible for Return?
Some items are excluded from the standard return policy. It’s important to check before you purchase.
- Final Sale Items: These are clearly marked and cannot be returned or exchanged.
- Used, Vintage, or Antique Products: These are sold as-is.
- Custom Orders: This includes furniture with special fabrics, finishes, or modifications.
- Opened Software or Documentation.
- Gift Cards (which are non-refundable).
- Items damaged due to misuse or improper assembly.
Understanding the 30-Day Return Window
The 30-day period starts on the day your order is delivered. It’s not based on the purchase date. We recommend initiating the return as soon as you know you won’t be keeping an item. Don’t wait until the last minute, as processing the request can take a little time.
How to Calculate Your Return Deadline
Check your delivery confirmation email. That date is day one. Count 30 days forward from that date. That is your return deadline. For example, if your item arrived on January 10th, you have until February 9th to start the return.
Condition Requirements: “Resalable Condition” Explained
Your item must be in “resalable condition.” This means it can be put back on the shelf and sold to another customer as new. Here’s what that entails:
- All original packaging, including boxes, padding, and manuals, must be intact.
- The item itself must have no signs of wear, assembly, or use.
- All tags and labels should still be attached.
- There should be no odors, stains, or marks of any kind.
If an item is returned in used or damaged condition, DWR may refuse the return or deduct a significant restocking fee from your refund.
Step-by-Step Return Process
Following the correct steps ensures your return is processed quickly and correctly.
Step 1: Initiate Your Return Request
You must start by contacting DWR Customer Service. You cannot just ship an item back without authorization. Here’s how to reach them:
- Online: Use the Return Portal on the DWR website. You’ll need your order number and email address.
- By Phone: Call their customer service line during business hours.
- In-Store: You can also start a return at a physical Design Within Reach studio.
Step 2: Receive Your Return Authorization & Instructions
After reviewing your request, DWR will issue a Return Merchandise Authorization (RMA) number. This number is crucial—do not ship anything without it. The instructions will tell you whether to use a prepaid shipping label or schedule a pickup for large items.
Step 3: Package the Item Securely
Repack the item using all its original packaging materials. If the original box is damaged, use a sturdy replacement and ample padding. Include all parts, hardware, and documentation. Clearly write or attach the RMA number on the outside of the box.
Step 4: Ship the Item or Await Pickup
For smaller parcels, you can drop off the package at the designated carrier (like FedEx or UPS). For large furniture, a white-glove pickup will be scheduled. Be sure to get a receipt or tracking number as proof of return.
Step 5: Track Your Refund
Once the return is received and inspected at the warehouse, your refund will be processed. Processing times can vary, but it typically takes 5-10 business days after they receive the item for the refund to appear on your account.
Refunds, Credits, and Restocking Fees
How and When Will I Get My Refund?
Refunds are issued to the original form of payment. If you paid by credit card, it goes back to that card. For purchases made with a gift card or store credit, the refund will be reissued as store credit. The timing depends on your bank or card issuer, but the initial processing by DWR usually happens within a week or so of them receiving your return.
Are There Any Restocking Fees?
For standard returns that meet all policy conditions, there is no restocking fee. However, a fee may be applied if the item is returned incomplete, missing packaging, or in a condition that requires significant repackaging or cleaning. This fee can be a percentage of the item’s value and will be deducted from your refund.
What About Return Shipping Costs?
For returns due to a change of mind or non-defective items, you are typically responsible for return shipping costs. These charges will be deducted from your refund total. If the return is due to an error on DWR’s part (like a wrong item shipped) or a defective product, they will usually cover the return shipping.
Special Considerations for Large Furniture & White Glove Deliveries
Returning a large sofa, bed, or table involves a different process than mailing back a pillow.
The In-Home Pickup Process
For items that were delivered via white-glove service, the return will also include a pickup team. They will come to your home, professionally pack the item (if original packaging is available), and remove it. You must be present to oversee the pickup. There is often a higher shipping charge associated with these returns due to the labor and freight involved.
Re-Strapping and Packaging for Freight
It’s crucial to keep all original packaging for large items. The pickup team needs the original carton and molded foam inserts to safely transport the piece. If you’ve discarded the packaging, you may be charged a much higher fee for special crating, or the return may be refused entirely.
Exchanges vs. Returns
Sometimes you just want a different color or size.
How to Request an Exchange
The simplest way to handle an exchange is to process a return for the original item and then place a new order for the item you want. This ensures you get the correct product and can secure the current price. You can contact customer service to coordinate this, which can sometimes help streamline the shipping.
Timing and Shipping for Exchanges
Because exchanges are essentially a return and a new purchase, you need to be mindful of stock levels. The item you want may be on backorder. It’s best to check availability before you finalize the return of your original piece.
Returning Online Purchases to a Physical Store
Yes, you can return items bought online to a DWR studio. This can be faster than shipping. Bring the item in its original packaging, your order confirmation, and a valid ID. The studio staff will process the return for you. Note that final sale items and large furniture that required special delivery may not be eligible for in-store return—always call your local studio first to confirm.
International Returns
If you are outside the United States, return policies and procedures may differ. International customers are usually responsible for all duties, taxes, and shipping costs associated with the return. The process can be lengthy and expensive, so it’s very important to contact DWR’s international customer service before placing an order if you have concerns.
Damaged or Defective Items Upon Delivery
If your item arrives damaged or is defective, the process is different. You must report this immediately—within 48 hours of delivery is often required.
Document the Damage
Take clear photographs of the packaging and the damage or defect. This provides essential evidence.
Contact Customer Service Immediately
Call or email DWR with your order number and the photos. Do not attempt to assemble or use a damaged item. They will likely arrange for a repair, replacement, or pickup for a full refund at no cost to you. This is a separate process from a standard change-of-mind return.
Tips for a Smooth Return Experience
- Save All Packaging: Keep boxes and packing materials for at least the first 30 days.
- Inspect Items Promptly: Unpack and inspect your order as soon as possible after delivery.
- Keep Your Paperwork: Have your order number and delivery confirmation easily accessible.
- Act Quickly: Don’t wait until day 29 to start your return.
- Ask Questions: If anything in the policy is unclear, contact customer service for clarification before you ship anything back.
Frequently Asked Questions (FAQ)
How long is the DWR return period?
You have 30 days from the date of delivery to initiate a return for most new, unused items.
What is the return policy for DWR sale items?
Items marked “Final Sale” cannot be returned. Other sale items are typically subject to the standard 30-day return policy if they are in new condition.
Does Design Within Reach offer free returns?
No, for returns based on customer preference (change of mind), you are responsible for return shipping costs, which are deducted from your refund. Returns for damage or error are handled differently.
Can I return a custom order from DWR?
No, custom orders, including special fabric or finish selections, are final and cannot be returned.
How do I start a DWR furniture return?
Contact DWR Customer Service via their website, phone, or in-store to get an RMA number and instructions. Do not ship furniture back without this authorization.
What if I miss the 30-day return window?
Returns initiated after 30 days are generally not accepted. You may contact customer service to explain your situation, but approval is at their discretion and not guaranteed.
Are there any hidden fees in the DWR return policy?
The policy is transparent. The main potential fee is for return shipping on non-defective items. A restocking fee may apply only if an item is returned in poor condition.
How long do DWR refunds take?
After they receive and inspect your return, it takes about 5-10 business days for DWR to process the refund. The time it then takes to appear on your card statement depends on your bank.
Knowing the ins and outs of the DWR return policy makes you a more informed shopper. By following the guidelines, keeping your packaging, and acting within the timeframe, you can shop for your perfect furniture with peace of mind. Always double-check the policy on the DWR website at the time of your purchase, as details can occasionally be updated.