Our Return Policy
Most items are eligible for return within 30 days of purchase or delivery for a refund of the merchandise value. Please contact us right away with any concerns about defective or damaged merchandise. If we shipped the wrong product or your order is damaged in transit, please contact us within 7 days. Proof of purchase is required for all returns. Please note that returned items must be in new condition. Please review our full return policy, including items ineligible for return, before starting the return process.
Ways To Return
- Stores - You can return most items to your local Pottery Barn Kids location.
- Return by Post - Start the process through your account profile. If you checked out as a guest, please contact Customer Care.
- Return by Phone - Please contact our Customer Care team toll free at 1 855-860-1080, 8am - 9pm (PST) 7 days a week, to initiate a return. Note that the return process for all furniture items must be started by calling Customer Care.
Items not eligible for returns or exchanges
- Items without an original receipt or gift receipt.
- Made to Order or other customized items, including custom rugs and furniture
- Monogrammed or personalized items
- Gift Cards
- Final sale items (with prices ending in $.X7 or $.X9)
- Items damaged through normal wear and tear
- Used or soiled items
- Original Receipt - Returns with the original receipt will be refunded in the original form of payment.
- Gift Receipt - Returns with a gift receipt will be refunded in the form of a Merchandise Credit for the amount on the gift receipt.
- Delivery Fees - Delivery fees are non-refundable and prior purchases are not eligible for price adjustments.
- Cash & Cheque Refunds - Cash and cheque refunds over $100 will be issued as a company cheque and mailed to you (may take 14 business days).
- Over $10,000 - If your return for Merchandise Credit Cards is greater than $10,000, we will issue you $10,000 in Merchandise Credit Cards to you that day, then mail additional Merchandise Credit Card(s) for the remaining amount owed to you.
- Price Adjustments - Prior purchases are not eligible for price adjustments.
- Stores – You can easily return most items to your local Pottery Barn Kids location.
- Return by Phone – You can contact our Customer Care team to process your return.
- If a return is due to damage or an error on our part, a return shipping label will be provided at no cost to you.
- If a return is due to other reasons, and is returned using our provided shipping label, we'll deduct the cost of return shipping from your refund.
- Small Parcel Returns are charged at $15 per order. These are small items which are shipped together within a single box under one return shipping label.
- Large Parcel Returns are charged at $40 per order. These items are shipped individually in it's own dedicated box.
- General Customer Service: 1-855-860-1080 8am - 9pm (PST), 7 days a week
- Email: firstname.lastname@example.org