How to Return Pottery Barn Furniture: A Step-by-Step Guide

Buying furniture from Pottery Barn should feel like a confident decision. But if the item doesn’t fit, meet your expectations, or arrives damaged, returning it can be simple—if you know the policy. This guide covers the key details to help you easily navigate Pottery Barn’s return process.

1. Review Pottery Barn’s Return Policy

Before you initiate a return, it’s essential to understand Pottery Barn’s return policy. Here are the key points:

• 30-Day Return Window: Most items can be returned within 30 days of delivery, but Quick Ship upholstery items must be returned within 7 days. Items must be in their original, undamaged condition.
• Non-Returnable Items: Certain items, including custom-made or monogrammed items, special-order furniture, rugs, and final sale products (with prices ending in .97, .98, or .99), are not eligible for returns.
• Refund Methods: If you return an item with the original receipt, you’ll receive a refund in the original form of payment. Returns with a gift receipt will be refunded as merchandise credit.

Tip: Before you start the return process, make sure your item is eligible for return by reviewing Pottery Barn’s full list of ineligible items.

2. Choose Your Return Method

Pottery Barn offers several options for returning items, depending on whether you’re returning furniture or smaller, non-furniture items:

• Return by UPS: For non-furniture items, you can start the return process online. You’ll generate a UPS shipping label and can drop the package off at any UPS location.
• Phone Returns for Furniture: For larger items like furniture, you’ll need to call Pottery Barn’s customer service team to arrange the return. Be prepared to cover return shipping fees unless the item is damaged or defective.
• In-Store Returns: For smaller, non-furniture items, you can bring your purchase and receipt to any Pottery Barn store within the 30-day return window.

Tip: Save the original packaging, especially for furniture, as it may be required to complete the return process.

3. Prepare Your Item for Return

Once you’ve confirmed your item is eligible for return and chosen your return method, it’s time to prepare your item for shipment or store return:

• For UPS Returns: Place the item in its original packaging. If the original box is unavailable, use a similarly sized box and secure the item to prevent damage during shipping. Attach the provided UPS label and drop it off at a UPS location.
• For Furniture Returns: Once you’ve arranged the return with customer service, make sure the item is ready for pickup in its original condition. If possible, return it in the original packaging for safe transport.

Tip: Take photos of the item before packing it to document its condition, especially if there are any issues or defects.

4. Understand Your Refund

After Pottery Barn has received and processed your return, here’s what you can expect regarding your refund:

• Refund Timing: Refunds are usually processed within 7–10 business days after the returned item is received.
• Refund Method: Your refund will be issued to the original form of payment for returns with an original receipt. If you’re returning a gift with a gift receipt, you’ll receive store credit.
• Cash or Check Refunds: If you paid with cash or check and the refund is over $100, Pottery Barn will issue a company check, which may take up to 14 business days to arrive.

Tip: If you don’t receive your refund within the expected timeframe, contact Pottery Barn’s customer service with your return tracking number for assistance.

5. Special Considerations

There are a few specific cases you should be aware of when returning Pottery Barn furniture:

• Damaged or Defective Items: If your furniture arrives damaged or defective, contact Pottery Barn immediately. They’ll arrange for a return or exchange, and return shipping fees will typically be waived.
• Final Sale Items: Products marked as final sale (with prices ending in .97, .98, or .99) are not eligible for returns. Double-check pricing before purchasing sale items if you’re uncertain.

6. Holiday Return Policy

During the holiday season, Pottery Barn extends its return window to accommodate gift purchases. Items purchased between mid-October and December 24 can be returned until January 31 of the following year. This makes holiday shopping easier, as you can buy gifts early without worrying about missing the return window.

Tip: Be sure to include a gift receipt with your holiday purchases to make returns or exchanges easy for the recipient.

7. Registry Return Policy

For items purchased through a Pottery Barn wedding or gift registry, the return window is extended to 90 days after the event or purchase (whichever is later). This ensures that newlyweds or those celebrating special events have ample time to return or exchange items.

Tip: Make sure to have your registry information and receipts ready when returning items from a registry purchase.

8. International Returns

Pottery Barn’s return policy is different for items shipped outside the U.S. Online returns are typically only available for items delivered within the U.S. If your purchase was shipped internationally, you may need to follow specific procedures or contact customer service for guidance.

Tip: For international returns, check the country-specific guidelines and ensure you know any shipping or customs costs that might apply.

9. Custom Upholstery & Made-to-Order Items

Custom-made or special-order furniture and upholstery are non-returnable unless they arrive damaged or defective. This includes items like custom rugs and personalized furniture pieces.

Tip: Double-check all customization options (size, color, fabric) before placing your order to avoid issues with non-returnable items.

10. Restocking Fees and Return Shipping Costs

For large furniture items, Pottery Barn may charge restocking fees or deduct return shipping costs from your refund, especially if the return isn’t due to damage or defects.

Tip: Contact customer service before making a large purchase to inquire about possible restocking fees for specific items.

11. Tips for a Seamless Return Experience

To ensure a smooth return process, follow these practical tips:

• Inspect Items Upon Delivery: Always check your furniture for damage or defects as soon as it arrives, and report any issues immediately.
• Keep Packaging: Save all original packaging until you’re sure you won’t need to return the item.
• Stay Organized: Keep your receipts and paperwork handy, and contact customer service if you have any questions or concerns during the return process.

Final Thoughts

Returning Pottery Barn furniture is straightforward when you know what to expect. By understanding the return policy and preparing in advance, you can handle any issues with ease. And as always, use tools like Spoken to compare prices and ensure you’re getting the best deal on your home furnishings, helping you make a purchase you’ll love—so returns become a rare necessity.