Thank you for your order with Restoration Online!
We want your experience to be as smooth as possible - from ordering through to delivery and installation.
Below are a few important things to help avoid delays, ensure everything arrives correctly, and get the best result from your products.
+ When will my order arrive?
Once you place your order, we’ll begin processing it on our end. You will then receive an invoice via email which includes an estimated ship date for each item.
This estimated ship date is the latest date we expect your item to leave the warehouse. In many cases, items may ship earlier.
If your order includes products from different brands, they may be shipped from different warehouses. This means your order may arrive in multiple parcels at different times.
Once each parcel leaves the warehouse, you will receive a tracking email so you can follow its progress. Some carriers will also provide an estimated delivery date once tracking is available.
Delivery time will vary depending on your location and the shipping method, however most orders arrive within 2–8 business days after dispatch.
If there are any unexpected delays with your order, our team will contact you to keep you updated.
+ Checking your order when it arrives
When your order arrives, we recommend taking a moment to check your items within 48 hours.
Please make sure:
- You have received the correct products (including all parts)
- Everything is in good condition
If anything isn’t right, simply contact our team with photos and a brief description of the issue — we’ll help resolve it as quickly as possible.
Please note that issues should be reported within 48 hours of delivery. Outside of this timeframe (excluding warranty-related issues), we may not be able to offer replacements or repairs.
+ Before booking a tradesperson
We recommend waiting until your items have arrived and been checked before booking installation.
This helps ensure:
- You have received the correct products
- Everything is in good condition
- There are no delays to your project
We also recommend not drilling any holes or beginning installation until your products have arrived.
Due to normal manufacturing tolerances, measurements can vary slightly, and drilling in advance may result in incorrect placement.
+ Sample items & returns
Ordering samples is a great way to check finishes, colours, and styles before committing to a full order.
Most items can be returned within 90 days, however please note that if you are ordering samples, items must remain in original, unopened packaging to be eligible for return.
We find that customers often open multiple sample items to compare them, but once sealed packaging has been opened, we are unable to accept those items back for return.
If you may wish to return your samples, we recommend opening them carefully and only where necessary.
For full details on returns, please see our returns policy.
+ Important installation information
For the best results, we recommend that products are installed by a licensed and experienced tradesperson.
Before installation, please ensure your items have been received, checked, and are suitable for your project.
Due to normal manufacturing tolerances, measurements can vary slightly between products. For this reason, we recommend not drilling any holes or beginning installation until your items have arrived.
Taking this extra step can help avoid unnecessary delays, incorrect placement, or additional costs.
If you are unsure about installation, our team is happy to help.
