Pottery Barn Return Policy 2025: Expert Advice for Smooth Exchanges

The Pottery Barn return policy gives you 30 days to return most items and just 7 days for Quick Ship upholstery. Items must be unused, in original condition, and include tags and packaging. Custom, monogrammed, and final sale items are non-returnable, and proof of purchase is always required. This 2025 guide explains everything from furniture returns to online processes—so you can shop and return with total clarity.

Key takeaways

What is the Pottery Barn Return Policy?

Pottery Barn’s return policy is designed to be straightforward, but there are important distinctions based on product type, purchase method, and item eligibility. Most items can be returned within a set period, but some exclusions and special conditions apply.

General Return Window

  • Most Pottery Barn items are eligible for return within 30 days of receiving your order.
  • Quick Ship upholstery items must be returned within 7 days of delivery.

 

Holiday & Promotional Periods

  • Purchases made between October 15 and December 24 can be returned or exchanged through January 31 of the following year, provided you have the appropriate receipt.

 

Product-Specific Timeframes

  • The standard 30-day window applies to most home décor, furniture, and accessories.
  • Some items, such as custom upholstery, have unique policies or are non-returnable.

Item Condition Requirements

To qualify for a return, items must:

  • Be in original condition: unused, unwashed, and undamaged.
  • Have original tags attached (if applicable).
  • Include original packaging where possible, especially for fragile or high-value items.

 

Exceptions & Special Cases

  • Items damaged through normal wear and tear are not eligible for return.
  • If original packaging is missing, contact customer service to discuss your options.
  • Slightly used or damaged items are generally not accepted unless defective or misdelivered.

Pottery Barn was founded in 1949 as a small home goods store in West Chelsea, New York City. Pottery Barn’s design team draws inspiration from a variety of sources, including antique furniture, art, and architecture.

Proof of Purchase: What You Need

Accepted Forms of Proof

  • Original receipt (paper or digital)
  • Gift receipt
  • Order confirmation email
  • Packing slip or shipping invoice

 

Special Scenarios

  • Gift returns: A gift receipt allows you to receive a merchandise credit for the value indicated.
  • Loyalty program purchases: Purchases linked to your account can be verified by customer service.
  • No proof of purchase: Returns without any proof are not accepted—keep your documentation safe.

Final Sale and Non-Returnable Items

Non-Returnable Categories

  • Final sale items (often marked with prices ending in .97, .98, or .99)
  • Monogrammed or personalized products
  • Custom upholstery and special-order items
  • Gift cards
  • Items damaged through normal use
  • International orders (must be returned via Borderfree, not in-store)

 

Defective Items

  • If a final sale or custom item arrives defective, contact customer service immediately—exceptions may be made for manufacturing defects.

How to Start a Pottery Barn Return

For In-Store Purchases

  1. Bring the item and receipt/gift receipt to any Pottery Barn store.
  2. Present the item at the customer service desk.
  3. Staff will inspect the item and process your return or exchange.

 

For Online Purchases

  1. Log in to your Pottery Barn account or use the order lookup feature.
  2. Start a return request for eligible items.
  3. Print the return shipping label provided (if applicable).
  4. Pack the item securely, including all original materials.
  5. Drop off at a UPS location or arrange for pickup.
  6. For furniture or large items, contact Customer Care to schedule a pickup.

 

For Gift Returns

  1. Bring the item and gift receipt to a store, or contact customer service for mail-in instructions.
  2. Receive a merchandise credit for the gift amount.

 

International Returns

  • Contact Pottery Barn’s international customer service for a return authorization.
  • Returns are processed through Borderfree in the original purchase currency.

Pottery Barn Refund Policy

Refund Methods

  • Original payment method: Credit/debit card, PayPal, etc.
  • Merchandise credit: For gift returns or returns without a receipt.
  • Company check: For cash/check refunds over $100 (may take up to 14 business days).

 

Refund Timeline

  • Most refunds are processed within a few days of receiving and inspecting the return.
  • Company checks may take up to 14 business days.
  • Shipping fees are non-refundable unless the item is defective or an error occurred.

 

Potential Delays

  • Refunds may be delayed if documentation is missing or if the item requires inspection.
  • Customer feedback indicates occasional delays for large returns or during peak periods.

“I love Pottery Barn’s cozy and rustic style. It’s the perfect balance of comfort and elegance.” – Lauren Conrad, fashion designer and author.

Return Policy Full Breakdown

  • Pottery Barn accepts returns on most items within 30 days of receipt; Quick Ship upholstery has a 7-day window.
  • Items must be in original condition, unused, and with tags attached.
  • Proof of purchase is required for all returns—keep your receipt, order confirmation, or packing slip.
  • Online purchases are generally returned by mail; in-store purchases must be returned in-store.
  • Final sale, monogrammed, personalized, and custom items are non-returnable.
  • Refunds are issued to the original payment method or as merchandise credit for gift returns.
  • Shipping fees are not refunded unless the item is defective or an error occurred.
  • Holiday purchases have an extended return window through January 31.
  • Gift returns require a gift receipt for merchandise credit.
  • International returns must be authorized and processed through Borderfree.
  • Furniture returns require coordination with Customer Care.
  • Returns without proof of purchase are not accepted.
  • Refunds over $100 paid in cash/check are issued as a company check.
  • Contact customer service for missing packaging or unique situations.
  • Always check item eligibility before attempting a return.

Pottery Barn Return policy FAQs

Most items can be returned within 30 days of receipt; Quick Ship upholstery must be returned within 7 days.

No, proof of purchase (receipt, order confirmation, or gift receipt) is required for all returns.

No, shipping fees are non-refundable unless the item is defective or Pottery Barn made an error.

No, personalized and monogrammed items are final sale and cannot be returned.

Bring the item and gift receipt to a store or contact customer service for mail-in instructions. You’ll receive a merchandise credit.

Non-furniture items bought online can sometimes be returned in-store. Furniture and certain items must be returned by mail.

Returns after the window are generally not accepted.

Refunds go to the original payment method or as merchandise credit for gift returns. Cash/check refunds over $100 are issued by company check.

Final sale, monogrammed, personalized, custom upholstery, gift cards, and items damaged through normal use are non-returnable.

Contact Pottery Barn’s international customer service for a return authorization; returns are processed through Borderfree.