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Orders & Returns

How do I track my order?

You can track your order 24 hours after it is placed.

Can I return or exchange an item?

Extended Holiday Gift Returns: To help with your holiday gift giving, purchases made between October 15, 2020 through December 26, 2020 can be returned until January 31, 2021.

Eligible items can be returned for a refund of the merchandise value within 30 days of receiving an order or 7 days for Quick Ship upholstery items. An original receipt or gift receipt is required.

How to Return

  • Return to Stores – you can return non-furniture items to your local Pottery Barn store for free. A gift receipt or original receipt is required for all returns and exchanges.
  • Return by UPS – print a return label from our Returns Policy page and bring to a UPS location. 
  • For non-custom furniture and other oversized items, call Customer Service at 1.888.779.5176

Items Not Eligible for Returns

  • Items without an original receipt or gift receipt
  • Monogrammed/Personalized items
  • Made to Order items, including custom rugs and furniture
  • Mattresses
  • Gift cards
  • Final sale items (with prices ending in $.X7 or $.X9)
  • Items damaged through normal wear and tear

Complete details: See our full Returns Policy page

How can I change or cancel my order?

To change or cancel your order, contact Customer Service at 1.888.779.5176  Front Door deliveries cannot be canceled as they are processed immediately to ensure quick arrival. We cannot accept changes or cancellations on some items, view our Return Policy.

Can I ship items to multiple addresses?

When you checkout, you will be given the option on the shipping page to "Ship to multiple addresses."

Why Is the price for an item different from when I added it to the shopping cart?

Prices are subject to change — including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.

Personalized Items

Can I return a monogrammed item?

Unfortunately, we do not offer returns on personalized products. Verify your monogram or personalization is correct before purchasing.

What is the correct way to list initials for a monogram?

When selecting a style for your monogram, the order of initials varies according to the style. When the center letter is taller than the others, the order of initials is traditionally first/last/middle. For example, say your name is Laura Marie Clark, the monogram would be LCM. For styles in which all letters are equal in size, the order of initials should be first/middle/last. In this case, the monogram would be LMC. See our monogram guide for details.

Shipping and Delivery

Shipping Options & Charges

What shipping options are available?

Our products are delivered in two ways, either: 

  • Front Door Parcel Delivery (e.g., UPS, USPS) to your delivery address
  • Truck Delivery for most furniture and other items that exceed parcel carrier shipping weight limits; usually includes our Premium White Glove service and Unlimited Items for a Flat Rate fee
What does "Unlimited Flat Rate" mean?

Unlimited Flat Rate is the fee structure applied to our Truck Delivery for most orders. Items eligible for Unlimited Flat Rate Delivery will be indicated on the product page.

With Unlimited Flat Rate Shipping, an unlimited number of eligible furniture and select non-furniture items can be delivered for a single flat rate, per shipping address. Your order will ship when all items in your order are available for delivery.

Truck Delivery usually includes our premium White Glove Service - items are delivered to your home by appointment to your room of choice— and are then unpacked and fully assembled (installation is not included).

How do you deliver furniture?

Most furniture is delivered by truck delivery with our White Glove service: items are delivered to your home by appointment to your room of choice and they are unpacked and fully assembled. Some smaller furniture pieces can be delivered by parcel carrier which does not include White Glove service (check the product page for details).

For Beds, we're happy to place headboards, in their original packaging, in any room you desire, but we're not able to unpack, inspect or attach them to existing bed frames.

What does "Quick Ship" mean?

If an upholstered item is marked as "Quick Ship" it means that it is stocked at one of our warehouses, and is available to be delivered within 2 to 4 weeks. There is no additional charge for Quick Ship items. Note that Quick Ship status is subject to product availability at time of shipping.

How do you calculate shipping and processing charges?

For Front Door Shipping, shipping and processing charges are based on the merchandise total for each delivery address. If available, next day delivery incurs an additional charge. 

For Truck Delivery, unlimited flat rate shipping and processing charges are based on the distance from our warehouse to the shipping address, as well as order total. 

Refer to our Shipping Information page for current rates & charges.

What is a Delivery Surcharge?

Items that are bulky, heavy, or of limited availability may have a delivery surcharge in addition to standard delivery and processing charges. This charge is shown on the product page by the item price and is in addition to regular delivery and processing charges

Which deliveries will be charged sales tax?

Sales tax on the merchandise total is charged for items shipped to the following states and US territories: AL*, AR*, AZ*, CA*, CO*, CT*, DC*, FL*, GA*, HI*, IA, ID, IL*, IN*, KS*, KY*, LA*, MA, MD*, ME*, MI*, MN*, MO*, MS*, NC*, ND*, NE*, NJ*, NM*, NV*, NY*, OH*, OK, PA*, RI*, SC*, SD*, TN*, TX*, UT, VA*, VT*, WA*, WI*, WV*, WY and Puerto Rico*. States and US territories marked with an asterisk also collect taxes on shipping and processing charges. Except as otherwise noted, all sales are made by Williams-Sonoma DTC, Inc., and the local sales tax of the delivery destination is also charged. All sales shipped to Texas locations are made by Williams-Sonoma DTC Texas, Inc., and the sales tax is based on the location where the order was received. Orders shipped to California locations are F.O.B. destination point which means title passes in California.

For further assistance please call Customer Service department at 1.888.779.5176 or send an email to [email protected]

Can I delay the shipment of my order?

If you wish to place an order but delay its shipment to a later date, please do so through our Customer Service Center. Call 1.888.779.5176, and one of our sales associates will be happy to assist you.

Can I Ship To...?

Can I ship to a PO Box?

We can ship most items to a P.O. Box. This excludes oversized items and those shipped directly from our manufacturers. You will receive a message during checkout if the item is not eligible to ship to a PO Box.

Can I ship an order to an APO/FPO address?

Yes, for an additional charge of $10.

When entering an APO or FPO address, please follow this example:

Name: PO3 Chuck Williams

Address Line: Marine Division Sct 1

Address Line: USS Wisconsin BB–64

ZIP Code: 12345 (use actual zip code)

City: FPO (use "APO" if approriate)

State: AA or AE

Can I ship to foreign countries?

Yes. Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in various foreign countries. Learn more 

Can I ship to Canadian addresses?

Yes! Visit our stores or shop now at

How do I check my balance or redeem a gift card, EGift card or merchandise credit online?

Thank you for your interest. Please visit our Canadian website at for information or to be notified of store openings in Canada. At this time we regret that we are unable to ship catalogs to Canada.

Gifts & Gift Cards

Why can't I gift wrap an item?

Some larger items, and items sent directly from our vendors, cannot be gift wrapped. Gift messages can be included on the packing slip of any order at no extra charge.

How do I purchase Gift Cards online?

We offer gift cards and EGift Cards. Visit the Gift Cards page.

How do I check my balance or redeem a gift card, EGift card or merchandise credit online?

To redeem, enter the 16-digit Gift Card number and the 8-digit PIN (both numbers can be found on the back of the card) at checkout, and the Gift Card value will be deducted automatically from your total.

Check your gift card balance

Am I able to return the EGift Card?

You may not return or cancel your Pottery Barn eGift Card after it is received. Purchasers who wish to cancel an eGift Card purchase order prior to its delivery to a recipient should contact CashStar Customer Support prior to the delivery date selected at the time of your purchase.

If you return merchandise originally purchased with an eGift Card, any refund will be issued in the form of a merchandise credit that may be used online, in stores or by phone.

What if I lose my gift card, EGift card or merchandise credit?

Please think of Gift Cards, EGift Cards and merchandise credit cards like cash.

Also, please protect the cards from magnets and other potentially damaging items, as you would a bank credit card; if the magnetic strip is damaged, the value could be lost.

If your EGift Card was lost or stolen, contact Cash Star Customer Support immediately.

Can I send a printed EGift Card to present to someone as a gift?

Yes. Simply personalize the eGift Card for your recipient, have it sent to yourself, and then print it. To do this, enter your own email address in the "Recipient Email" field, and check the box next to "This is for me." Enter your recipient's name and your own personal message on the Gift Card preview, and complete the transaction normally. You will receive an eGift Card alert via email. Follow the instructions in the message to retrieve your eGift Card, and then click "Print this page." The resulting printout may be presented as a gift to the recipient, and may be redeemed online or in our retail stores.

What is Group Gifting?

Group gifting is just like "chipping in"- sharing the cost of a gift with friends or family instead of paying for the entire gift yourself. Collected contributions are pooled together and the gift recipient receives an EGift Card for the total value of all contributions. Get started on our Group Gift Cards page.

Pottery Barn Credit Card

What is the Pottery Barn Key Rewards Credit Card?

The Pottery Barn Key Rewards Card can be used to make purchases and earn the best rewards across our collection of seven brands in-store, through our catalogs or on our brand websites. Williams Sonoma, Inc. brands include Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, Williams Sonoma, Williams Sonoma Home, West Elm and Mark & Graham.

What is The Key Rewards?

The Key Rewards is a rich program that lets members earn and redeem rewards on eligible purchases across our collection of seven brands. There are two ways to join: Apply to be a Cardmember and earn 5% back in Gold rewards with a Key Rewards Credit Card. Or, join as a Member for free and use your registered phone number at checkout to earn 2% back in Silver rewards. Learn More 

What are the benefits of the Pottery Barn Key Rewards Credit Card?

Cardmembers can earn 5% back in rewards on eligible purchases online or in-store across our seven brands or opt for 12-month promotional financing on purchases of $750 or more. Plus, Visa Cardmembers can also use their card anywhere Visa is accepted and earn 4% back in rewards at restaurants and grocery stores and 1% back on everything else. Learn more

How can I apply for a Pottery Barn Key Rewards Credit Card?

There are two easy ways to apply for a Pottery Barn Key Rewards Card: Apply Online, or visit any Williams Sonoma Inc. store within the United States. Capital One issues Pottery Barn Key Rewards Credit Card accounts.

How do I manage my Pottery Barn Key Rewards Credit Card Account?

To view your rewards, visit your rewards dashboard when you're logged into any brand here To manage your credit card and pay bills online, log into your account with Capital One here.

Where can I get more information?

Learn more about The Pottery Barn Key Rewards card here, or call customer service at 844-209-4382.

Learn more about The Pottery Barn Key Rewards Visa card here, or call customer service at 844-215-6553.

Payment Methods

What payment methods are available?

You can choose to pay with a Credit Card (Visa, MasterCard, American Express or Discover), Pottery Barn Credit Card, PayPal, Apple Pay, Affirm, Venmo, Pottery Barn Gift Card or any Williams-Sonoma Brand Gift Card.

Mobile Wallet Rewards

How do I add my rewards to my mobile wallet?

When you receive your next reward via email, click the “Add to Wallet” or “Save to Phone” button, then follow the instructions on the screen to add your rewards to Apple Wallet or Google Pay. Once downloaded, your digital rewards card will automatically update to show all your available rewards. Please note that it takes about 48 hours for your rewards balance to update after an in-store purchase or order shipment.

How do I see my total reward value in mobile wallet?

You can view your total reward value at the top of your digital rewards card. To view the full list of your reward certificates, including amount and expiration dates, tap (…) on an Apple device, or scroll down on Google Pay.

Why is mobile wallet showing $0.00 in rewards even though I just made a purchase?

Only rewards available to be redeemed will appear in your mobile wallet. Rewards are unlocked 30 days after earning $20 (or $25 before 9/15/21). You can check your progress by logging into your account at:

When I earn, return, or redeem a reward, how long will it take to appear in mobile wallet?

Your rewards account balance will be updated 48 hours after your in-store purchase or order shipment.

Can I add my Pottery Barn Key Rewards Credit Card to mobile wallet?

No. Only your rewards can be added to mobile wallet.

Why did I receive a notification?

If you’d like to opt-out of these notifications: On an Apple device tap (…) in the top right corner and turn off “Allow Notifications.” On Google Pay, tap Menu > Settings > Notifications and turn off “Updates about your passes.”

Why are my rewards no longer appearing in my mobile wallet?

If you added rewards to your mobile wallet prior to August 23, 2021, you will need to replace your old Pottery Barn card with your new Pottery Barn Key Rewards card. Your rewards will then automatically appear when you've unlocked a new reward.

Who do I contact with questions about mobile wallet or my rewards?

For questions and support contact:

The Pottery Barn Key Rewards card here, or call customer service at 844-209-4382.

The Pottery Barn Key Rewards Visa card here, or call customer service at 844-215-6553.

Business Sales

What services do you offer for Business Or Interior Designers?

We provide dedicated sales and services to interior designers, home developers, hotel, and business gift buyers.

Learn more

Can I customize an item with a company logo?

Yes, many of our items can be customized with a company logo or employee monograms. Call 1.800.838.2589 or email us at [email protected] and we'll be happy to assist you.

Can I buy gift cards in bulk?

Absolutely. For complete details, or to purchase gift cards in amounts over $5,000, call 1.888.684.7333 or email us at [email protected]


Where can I view store locations and hours?

View our Store Locator.

Where can I find information about classes and other store events?

View our Store Events.

Are there any Pottery Barn Stores outside of the contiguous 48 states?

Yes, view a complete list of stores.

Online Security

When I submit credit card information online, is it secure?

Pottery Barn has sophisticated encryption and authentication tools to protect the security of your credit card information, and we will do our best to protect its security on our systems. Specifically, every page in the ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable should anyone try to intercept it. However, we cannot guarantee or warrant the security of any information you transmit to or from our website, and you do so at your own risk. To help ensure others will not have access to your credit card information while on our website, we urge you to sign off your account and close your browser window when you have finished your visit, especially if you are sharing a computer with someone else or are using a computer in a public place.

Will Pottery Barn Sell Or Rent My Information To Other Companies?

We'll communicate with you only if you want to hear from us. If you prefer not to receive information from us or from our select partners, please let us know by calling our Customer Service department at 1.888.779.5176 or send an email to [email protected].

If you'd like to update or correct your email address, street address or other personal information, please contact us at 1.888.779.5176 or [email protected].

Please note that sometimes these requests may take up to 6-8 weeks to be effective, particularly if we're removing your name from postal mailings.


Product Safety

What is California Proposition 65, and how does it apply to the items you sell?

We test all of our dinnerware, glassware and other items used for serving food to ensure that they meet FDA and California Proposition 65 requirements for lead and cadmium. In accordance with Proposition 65, for materials that meet FDA standards but exceed Prop 65, we issue the following warning to our California customers: "The materials used on the exterior of this product contain lead, a chemical known to the State of California to cause birth defects or other reproductive harm." If the interior or pouring lip of a serving vessel is finished with a glaze that contains lead, we issue the following warning: "Use of this product will expose you to lead and/or cadmium, chemicals known to the State of California to cause birth defects or other reproductive harm."

How does it apply to the Mica Lamp & Chandelier shades you sell?

The soldered metal rims on our Mica Shades contain lead. In accordance with Proposition 65, we issue the following warning to our California customers: "The materials used on the exterior of this product contain lead, a chemical known to the State of California to cause birth defects or other reproductive harm."