Frequently Asked Questions
To find out whether an item is eligible for you to pick up at a store, check the product's information page on our website. After you choose the item's color and/or size, you'll be able to select a store for pick up if the item is available. Most of our products are eligible for in-store pickup, with the exception of special order furniture and personalized products.
Absolutely – just select “gift wrap” option at check out, and you will not be charged for gift wrap for any items selected for store pick up.
Sure! When you add an item to your online shopping cart, just indicate whether you'd like to pick it up or have shipped.
Your card will be charged once we confirm that we have your merchandise in stock and it's ready for you to pick up. Key Rewards and Gift Cards are charged immediately upon completing the on-line transaction, prior to confirming the order is in stock and ready for you to pick up.
If you don't receive a confirmation email within two hours of placing your order, please call the Pottery Barn Kids store you selected for pick up.
When your order is ready to be picked up, we’ll send you an email letting you know. If you place your order during store hours, it will typically be ready for you to pick up within two hours. If you order after your selected store has closed, your order will typically be ready for pick up as soon as the store opens the next morning. Store hours may vary by location, so be sure to check the hours and your confirmation email before you head out.
Please bring your order number and a valid photo I.D.
Unless you call to instruct otherwise, you are the only person authorized to pick up your order. If you'd like someone else to pick up your order, please call us and provide that person's name. Make sure the person picking up your order brings a copy of the order confirmation email (digital or printed), along with their valid photo I.D.
Ask any associate when you arrive at the store.
We will hold your item(s) for 5 days, beginning from when we send you the email letting you know that your order is ready for pick up. Check the email for the exact expiration date. If you need more time, no problem! Simply call the store and let them know when you'll be there to pick up your order.
Just call the Pottery Barn Kids store where you've requested pick up and let them know that you'd like to change or cancel your order. Please note that if you're changing your order, we may need to cancel the original order and create a new one for you.
Of course! If you're not satisfied with your purchase, you may exchange or return the item(s) at any Pottery Barn Kids store. If you're returning a purchase, we'll refund the amount using your original method of payment.
If for some reason, any or of all of your order becomes unavailable in the store you selected, we'll send an email to let you know. If your entire order is no longer available, we'll cancel the order and your credit card will not be charged. In the case of partial availability, we'll continue with the order and have the available items ready for you to pick up at your chosen store. Your credit card will only be charged for items that are available. We will not charge your card for any missing items.
*Same day pick up applies to orders created by 6pm