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Help Topics - International

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Shipping

Ordering

Tracking & Returns

Shipping

Do you ship internationally?

Yes. Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in various foreign countries. Through Borderfree, we present product prices in the international currency of our customer's choice and a guaranteed order total. For a list of available shipping countries and shopping currencies, please visit our international landing page. 

If you are shipping to Australia, Canada or Mexico:

Australia - Visit our stores or shop now at potterybarn.com.au. Prices on our website may differ from prices in stores. Delivery restrictions may exist.

Canada - Visit our stores or shop now at potterybarn.ca. Prices on our website may differ from prices in stores. Delivery restrictions may exist.

Mexico - Visit our stores or shop now at potterybarn.com.mx. Prices on our website may differ from prices in stores. Delivery restrictions may exist.

What countries can I ship to?

Countries:

Americas: Antigua & Barbuda, Argentina, Aruba, Barbados, Belize, Bermuda, Bolivia, Brazil, Canada, Cayman Islands, Chile, Colombia, Costa Rica, Dominica, Dominican Republic, Ecuador, El Salvador, Grenada, Guatemala, Haiti, Honduras, Jamaica, Mexico, Montserrat, Nicaragua, Panama, Paraguay, Peru, St. Kitts & Nevis, St. Lucia, Suriname, Trinidad & Tobago and Turks & Caicos Islands

Asia–Pacific: Australia, Bangladesh, Brunei, Cambodia, China, Hong Kong, India, Indonesia, Japan, Macau, Maldives, New Zealand, Pakistan, Philippines, Singapore, South Korea, Sri Lanka, Taiwan and Thailand

Europe: Monaco and Turkey

Middle East: Israel

What items are ineligible for international shipping?

Pottery Barn offers International Shipping on most items.

Items that are NOT eligible include

  • Some oversized items and select items delivered by our White Glove Delivery Service
  • Hazardous materials, live botanicals, aerosols, food products and other items restricted from exporting
  • Items with licensing restrictions
  • 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.

Do you ship furniture items internationally?

International shipping restrictions prevent us from shipping Furniture and oversized items to some countries outside of the U.S.

Canadian customers may purchase select furniture items online and in our stores. Delivery restrictions exist; Learn more

What are my international shipping options?

A specific delivery promise will be quoted during checkout based on your selected destination country and the shipping methods available for the items in your shopping cart. 

How much does international shipping cost?

International shipping is calculated using a number of factors, including the number of items you are purchasing, the weight of the items, and the destination country/region.

I live in the U.S. Can I use Borderfree to ship an order internationally but pay in U.S. dollars (USD)?

Yes. You can ship internationally using a U.S. billing address and a U.S. credit card (Visa or MasterCard). This also works if you're an American travelling or living abroad. Select the country you would like to ship to on the website to place an International order.

Ordering

What payment options does Borderfree support?

Currently, Borderfree supports Visa and MasterCard for all international orders. American Express is accepted for orders purchased in 36 currencies, including US Dollars, Australian Dollars, British Pounds, Canadian Dollars and European Euros.

Are there any additional costs that will be due upon receipt of my order?

No. When you use the Borderfree global checkout, you will be given a guaranteed order total in your preferred currency. The order total presented will be the exact amount that you will be billed by Borderfree. There will never be any additional costs billed upon delivery or due as C.O.D. charges.

When am I billed and what will my credit card statement say?

Your credit card will be billed by Borderfree when your package is shipped to its final international destination. "51*POTTERY BARN" will appear on your credit card statement.

How much duty and taxes are charged on international orders?

Duty (or custom tariffs) is set by the destination country's customs authorities and is based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries Borderfree supports. Value Added Tax (VAT) rates are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Borderfree global checkout.

Are prices on the website the same as prices in stores?

No. The prices displayed on our website may differ from prices that are available in stores.

Are your electrical products compatible with all electrical outlets?

Our electrical products are UL-Listed and manufactured in compliance with U.S. standards. If you are purchasing this item for use outside of the U.S., use only with the appropriate outlet adaptor and voltage converter for your country. Do not plug into an electrical outlet higher than 110-120V as this could result in fire and/or injury.

Are your lighting fixtures compatible with all electrical outlets?

Our lighting fixtures are UL–Listed and manufactured in compliance with U.S. standards. If you are purchasing this item for use outside of the U.S., use only with the appropriate outlet adaptor and voltage converter for your country. Do not plug into an electrical outlet higher than 110–120V as this could result in fire and/or injury.

Can I purchase or redeem international gift cards?

Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for internationally-shipped orders.

Is Pottery Barn Wedding/Gift Registry available to international customers?

We're sorry for the inconvenience, Wedding & Gift Registry is only available to U.S. customers at this time. If you are in Canada, please visit our stores or call 1.800.678.1699.

Tracking & Returns

How can I track my international orders?

Track the progress of your international package(s).

If you are in Canada, please call us at 1.855.860.1079 or learn more on our website potterybarn.ca.

What is your return policy for international orders?

If for any reason you are not satisfied with your purchase, please contact us at [email protected] or +800.15002222. Please note, all international orders must receive a return authorization from our call center and cannot be accepted in any of our retail stores. Please contact us immediately if you would like to return your item. Returns will be credited by our partner, Borderfree, in the original currency used for purchase.

The following items are not eligible for returns or exchanges, unless defective:

  • Monogrammed items
  • Mattresses
  • Gift Cards
  • Made to Order or other customized items, including custom rugs and furniture
  • Final sale items (with U.S. prices ending in $.X7 or $.X9)
  • Items damaged through normal wear and tear

If you are in Canada, please call us at 1.855.860.1079 or learn more on our website potterybarn.ca and we will provide you with further instructions on where returns should be shipped, and the amount you will be refunded. 

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