International Returns and Exceptions
General Guidelines of what items are ineligible for International Shipping
Pottery Barn Kids now offers international shipping on most items.
Items NOT eligible for international shipping include:
- Some oversized items and select items delivered by our In-Home Delivery Service
- Hazardous materials, live botanicals, aerosols, food products and other items restricted from exporting
- Gift Cards
Please note: Our electrics CAN be shipped internationally, but they MUST be used with the correct outlet adapters and voltage converters for your area. Plugging our electrics into improper outlets (in excess of 110-120 volts) may result in fire and/or injury.
Please ensure all items in your order can be shipped to your destination country.
To make this gift-giving season a little merrier, we are extending our Returns & Exchange Policy. For all items purchased between Oct. 21 and Dec. 24, 2016, you'll have until January 31, 2017 to return the item for a refund of the merchandise value. Just make sure to bring your proof of purchase or gift receipt. Quick Ship upholstery items are excluded from the Extended Holiday Return Policy. You have 7 days to return your Quick Ship upholstery item for a full refund or exchange. Please inspect your purchase immediately and notify us of any damaged, incomplete, or inaccurate shipments.
For returns of items purchased from your Pottery Barn Kids registry, we will gladly provide a refund or exchange within 90 days of your event or within 90 days of purchase, whichever date is later.
Delivery fees are non-refundable and prior purchases are not eligible for price adjustments. Returns with a gift receipt will be refunded in the form of a Merchandise Credit for the amount on the gift receipt. Returns with the original receipt will be refunded in the original form of payment. Cash and check refunds over $100 will be issued as a company check and mailed to you (may take 14 business days). 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.
How to Return an Item:
You can return most non-furniture items to your local Pottery Barn store for free. To return your item via mail or pick-up service, call customer service or start the process online (for items under 70lbs only).
Items non-eligible for returns or exchanges:
- Monogrammed items
- Gift cards
- Made to Order items, including custom rugs and furniture
- Final sale items (with prices ending in $.X7 or $.X9)
- Items damaged through normal wear and tear
General Customer Service: 1.800.993.4923
Monday-Friday, 5:00am – 9:00pm (PST)
Saturday-Sunday, 6:00am – 6:00pm (PST)
International Returns: Online returns are available only for items that were shipped to the United States. If you would like to return items that were shipped outside the US, please see International Returns and Exceptions.