From the moment you contact us to the day your restored piece is returned, here is exactly what happens — and why each step matters.
You contact us by phone, email, or through our online form. We ask you to share the story behind the piece, its current condition, and what you hope to achieve. If you're local to Boston, we invite you to bring the item to our Newbury Street workshop for a hands-on assessment. For out-of-state clients, we request detailed photographs from multiple angles. Within two business days, you receive a preliminary assessment and honest recommendation — at no cost.
If you decide to proceed, we prepare a detailed written proposal that outlines the scope of work, materials to be used, estimated timeline, and total cost. There are no hidden fees. The price we quote is the price you pay, unless the scope changes — and any scope changes require your written approval before we proceed. You receive a copy of our workshop agreement, which includes our insurance coverage terms and cancellation policy.
For items that cannot be hand-delivered, we arrange professional art and antique transport through our vetted logistics partners. Every item is custom-crated with acid-free materials, climate-controlled padding, and shock-absorbing suspension. Full transit insurance is included at no additional cost, covering items valued up to $500,000. We have shipped pieces from as far as San Francisco, Miami, and Juneau — each one arriving at our workshop in the exact condition it left the client's home.
Upon arrival at our workshop, every item undergoes a comprehensive condition report. We photograph the piece from every angle under controlled lighting, document dimensions, note any pre-existing damage, and catalog all original components (including hardware, keys, and secondary elements). This report becomes part of the permanent file for your restoration and is shared with you for review.
This is where the craft happens. Depending on the scope, your piece is assigned to one or more of our specialist divisions — furniture, horology, or upholstery. Work proceeds according to the approved proposal, with each stage documented photographically. For larger projects, we send progress updates at key milestones so you can see the transformation unfold. Our workshop maintains stable temperature (68–72°F) and humidity (45–50%) year-round to ensure optimal conditions for every material and finish we work with.
Before any piece leaves our workshop, it undergoes a final quality inspection by a senior artisan who was not involved in the restoration. This independent review ensures that every detail meets our standards. Once approved, we issue a Heritage Home Care Certificate of Restoration — a detailed document that records every material used, every technique applied, and the names of the artisans who performed the work. This certificate is a valuable document for insurance and provenance purposes.
Your piece is carefully packaged and returned to your home using the same secure transportation methods. Local clients can arrange a workshop pickup or request white-glove delivery and placement. We include a personalized care guide specific to your item's materials and finish. And our relationship doesn't end at delivery — we offer complimentary follow-up consultations for the first year and are always available to answer care and maintenance questions.
We understand that entrusting a family heirloom to anyone — even experts — requires a significant act of trust. Here is how we protect you and your possessions:
The first step is always a conversation. Tell us about your piece and we'll guide you through every stage of the process.
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