Return Eligibility

To qualify for a return, your item must meet the following conditions:

• The return request is started within 30 days of delivery.
• The item is unused, clean, and in its original condition.
• The item includes original packaging, tags, manuals, accessories, and any included parts when applicable.
• The item is not marked as final sale or otherwise non-returnable.
• You have contacted customer service and received return instructions before sending the item back.

Item Condition

Returned items should be carefully packed to help prevent damage in transit. Items that are used, altered, damaged after delivery, missing parts, or returned in a condition that prevents inspection may not be eligible for a refund.

Non-Returnable Items

Some items may not be eligible for return. Non-returnable items may include:

• Items marked as final sale at the time of purchase
• Used, washed, altered, or damaged items
• Items missing original packaging, tags, accessories, or parts
• Personalized, customized, or made-to-order items when applicable
• Gift cards or digital items when applicable
• Items returned without first contacting customer service

How to Start a Return

Please contact our customer service team before sending any return. We will review your request and provide the correct return instructions and return details.

• Email Pottery Barn customer service at [email protected].
• Include your order number and the email address used at checkout.
• Tell us which item you would like to return and the reason for the return.
• Attach photos if the item arrived damaged, incorrect, or defective.
• Wait for return instructions before sending the item back.

Please do not send items to any address without receiving return instructions from customer service.

Return Shipping Cost

Pottery Barn offers 30 Days Free Returns for eligible approved returns. Customers must contact customer service first to receive the correct return instructions and return details.

If an item is returned without approval or does not meet the return eligibility requirements, the return may not be accepted.

Refund Process

Once your returned item is received and inspected, we will notify you about the status of your refund. Approved refunds are processed within 3–15 days after the returned item is received and inspected.

Refund timing may vary depending on your payment provider. Original payment method details and processing times may also affect when the refund appears in your account.

Exchanges

If you need a different item, size, color, or style, please contact customer service at [email protected]. We will review the request and provide available exchange options when applicable.

Damaged, Defective, or Wrong Items

If your item arrives damaged, defective, or different from what you ordered, please contact customer service as soon as possible. Include your order number, a description of the issue, and clear photos of the item and packaging so we can review your request.

Final Sale Rules

Items clearly marked as final sale at the time of purchase are not eligible for return or exchange unless the item arrives damaged, defective, or incorrect. Please review product and checkout details carefully before completing your order.