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Pottery Barn Returns and Refunds

Pottery Barn Return Policy

As a discerning consumer, you know that quality and craftsmanship are the hallmarks of Pottery Barn products. From the design and construction of their products to the final inspection prior to shipping your order, Pottery Barn is committed to your complete satisfaction.

Pottery Barn asks that you carefully inspect your order upon receipt. Contact them immediately to report any damage. Pottery Barn will replace the damaged item(s) as quickly as possible. If you are not delighted with your purchase regardless of cause, you may return Quick Ship upholstery items within seven days and all other items within 30 days for a full refund of the merchandise value.

Unfortunately, Pottery Barn cannot accept returns on personalized items, special-orders, or monogrammed products, nor upon items damaged by normal wear. Final-sale items cannot be returned.

Pottery Barn will happily refund or exchange merchandise purchased through our registry within 90 days of your event or purchase (whichever is later).

For returns of Merchandise Credit Cards in excess of $10,000, Pottery Barn will immediately issue $10,000 in Merchandise Credit Cards, and quickly send additional card(s) for the remaining amount.

Pottery Barn's easy-to-follow procedures for returning items via mail can be obtained through Customer Service.

See what others are saying about Pottery Barn returns, refunds and exchanges

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I have bought a couch from you recently, lamps, pillows, but no more. The pillow cover I ordered was said to have shipped out on July 11. It arrived at my door today, July 21, looking like it had been chewed apart by a dog after being delivered to the wrong address. The cover is damaged. Done.

Anonymous 7/21/14 4:38PM

I bought candle holders for my mantle and spent a total of 45 dollars. I got home and realized they did not go with the rest of my decor. I went to take them back the next day with my receipt and they refused to return them. I will not ever shop at PB again!

Anonymous 7/11/14 5:45PM

DON'T BUY FROM THEM. Horrible. The quilt I got certainly not what I would've expected in quality. It said cotton, but it must have been some extremely low thread count, very cheap cotton. Gave me a hard time about returning the item but finally agreed. It reached them over a week ago and I still have no credit, tried reaching their customer svc and waited on hold for 12 minutes. If nothing soon I will file a report with the BBB.

rochellejwi 3/20/14 6:39PM

DO NOT NOT NOT ORDER ONLINE FROM POTTERY BARN. I ordered a duvet and shams online. Have never ordered that way before. When I got the duvet I didn't like the quality of the fabric, it was rough and I am. not used to bedding of such poor quality. My invoice said to contact the return dept for info on how to return. The website listed did not work, even after several attempts. I called customer service & asked if I could return to a store and they said fine. I only opened 1 sham and did not take it out of the package. I could feel that it was rough. The salesperson at the store took the items and said no problem, he would issue a credit. Today I got a gift card, NOT A REFUND TO MY CREDIT CARD!!!!!! I don't ever want to shop there again so the giftcard is useless to me. BIG RIPOFF.

Anon 3/3/14 10:44PM

I'm the three-gift-card complainer of previous comment. Is my face RED!!! The three gift cards were - not from a family member as I first thought - but from Pottery Barn!! If I can get back to our local store before they expire, I WILL purchase that $30.00 item My apologies, Pottery Barn - you do have class. You apparently just need some customer service training for certain of your employees.

Anonymous 1/10/14 4:45PM

Received three $10.00 gift cards. Went to local PB store and picked out a $30.00 item. When checking out, I learned they would not accept combining the three cards - I could only use one gift card at a time. There is nothing in a PB store for $10.00!! In addition, the cards will expire the end of this month. I have not checked with PB yet, but doubt they will refund money spent on the gift cards. What a scam! And probably legal! Very disappointed in Pottery Barn - thought they had more class.

Anonymous 1/5/14 3:01PM

The SDL Iphone 5cvr and Kindle reader is not the quality
befitting Pottery Barn! I have shopped the San Francisco
Bay area PB Stores for many years and NEVER saw or received such poor quality as these I received.

Please refund my credit card.

Thank you

http://www.returns 12/18/13 11:32AM

I agree with everyone else. This is NOT a friendly policy for the purchaser. I ordered the wrong drape panel and needed to exchange it for one that cost less. It was my mistake, but the package was not opened and will ship back as I received it. STORE CREDIT ONLY for the EXCHANGE?! I've always been a fan of Pottery Barn but this changes how I view it.

Deidre 12/7/13 7:19AM

I feel you should change your return site. too much going on when returning an item it should be simple

Anonymous 8/16/13 5:39PM

We have found every single person who has helped us with our problem VERY helpful.

Anonymous 7/10/13 10:13AM

This is nuts. It is so far from the norm that I didn't even think to check the policy as I hadn't even unwrapped the pillow shams I'd ordered yet. Now, I can't even exchange them! Unbelievable. I certainly will look elsewhere first for anything I'm thinking of buying in the future....

S461 6/3/13 11:35PM

...They literally fell of the grommet. When I contacted Pottery Barn to let them know what happened and to ask for a refund, they said the 90 day period had expired and they couldn't do anything. I told them ... said next time I should get them cleaned within the 90 day period!! I can't shop their anymore, I can't buy from any business that doesn't care about their customers and stand by their products. A 90 day refund period is too short for products like draperies and rugs that... Read complete comment

so bad so sad 11/4/12 9:03AM

... over the phone without a single apology. The next week I discovered my card was charged for the order and I was sent an email scheduling delivery. I called Customer ... I could not keep the couch, that the order was cancelled and my card would be credited the full amount. I was furious. Before I could call, I received a call the very next morning, asking me when ... time and struggle and was finally given confirmation that the order was indeed cancelled and a refund had been sent to my account and should show up tomorrow. I will never order anything from Pottery Barn again. This company is a... Read complete comment

NYC917 5/29/12 3:39PM didn't indicate whether my furniture would be delivered via UPS or personal home delivery - it's UPS. UPS delivered in several 75 lbs. boxes, which I had to get up the ... unpack -- took me several hours over 4-5 days. PB did not give me an...& can't carry it) & drive it 1.5 hours to a store to return it. HELLO??? I was put on hold for 20+ ... she was working to have the furniture picked up & returned on my behalf. I get my money back, except for S&H, which is fine by me! ... arrangements (home delivery vs. UPS) and return policy before ordering. Some of their furniture... Read complete comment

BostonBuyer 1/17/12 9:37AM

... YOU will be responsible for ensuring you get delivery. PB only cares about charging you. They act as if they have no control over their suppliers - can't get their phone calls returned, can't give you an ETA to save their lives. They lack competence. ... don't say i didn't warn you. One last thing: The PBK store in U Village in Seattle is AWFUL. I had to watch their spectacle of rudeness as the manager impatiently and rudely barked at a trainee as she showed her how to ring a gift card. Seriously ridiculous. Read complete comment

Jane Doe 12/3/11 10:52PM

... unprofessional customer service representative, Karen, on the phone yesterday. I had returned some items I previously ordered online (PB Teen)and I supposed to have a credit of $30. I got a merc. credit card for $10. So I called and Karen took the call ... was really very unacceptable customer service behavior. I will be returning the rest of the items on the order and will think twice about ... Read complete comment

DisappointedBuyer 4/6/11 9:49AM

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