Pottery Barn is a home furnishings retailer with both physical stores and an online shop
Pottery Barn sells furniture, bedding, tableware, lighting, and home décor items through stores in the United States and Canada, plus online at potterybarn.com. The company is owned by Williams-Sonoma, Inc., the same parent company that owns Williams Sonoma and Pottery Barn Kids. You can browse and purchase items online, in a physical store, or by phone, and the store offers delivery, in-store pickup, and standard shipping depending on what you buy.
The store does not require a membership fee to shop. Pottery Barn also operates a credit card (the Pottery Barn credit card through Synchrony Bank) that offers rewards on purchases, though you can pay with any major credit card, debit card, or PayPal.
Key Takeaways
- Pottery Barn ships most items within one to three weeks, though custom and made-to-order pieces take longer and will show an estimated delivery date before you pay.
- You can return most items within 30 days of purchase with a receipt, either by mail or in a store, but furniture and custom orders have different return windows.
- Delivery fees vary by item weight and destination; the store shows the exact cost before you complete your order.
- Pottery Barn offers a price match may provide within 14 days if you find the same item cheaper elsewhere, though the policy excludes sales, clearance, and third-party sellers.
Shipping and delivery options
Pottery Barn offers three main ways to receive your order. Standard shipping is the least expensive option and typically takes five to ten business days for items in stock. Expedited shipping costs more and usually arrives within two to three business days. White glove delivery is available for large furniture pieces and includes assembly and placement in your home; this option is the most expensive and takes one to three weeks depending on your location and the item's availability.
In-store pickup is free if your local store has the item in stock. You can check availability by entering your zip code on the product page. Made-to-order and custom items (such as upholstered pieces or items you personalize) take longer — the website shows the estimated delivery date before you add the item to your cart, so you know the timeline before you pay.
Shipping costs depend on the item's weight, size, and your delivery address. The store calculates and displays the exact shipping fee during checkout before you complete the purchase. Some items may have access to for free shipping during promotional periods, which the store advertises on its homepage and in email to registered customers.
Return and exchange policies
Most items can be returned within 30 days of purchase if you have your receipt. You can return items by mail (the store provides a prepaid shipping label for most returns) or bring them to a physical Pottery Barn store. Items must be unused and in original condition with all tags attached.
Furniture and upholstered pieces have a 60-day return window instead of 30 days. Custom and made-to-order items cannot be returned once production has begun, though you can cancel before production starts — the website will tell you the cancellation important date when you order. Clearance items are final sale and cannot be returned.
Exchanges for a different size or color are handled the same way as returns. If you want to exchange an item for something else, you can return the original item and place a new order, or contact customer service to see if they can process an exchange directly.
Price matching and sales
Pottery Barn will match a lower price if you find the same item (same color, size, and style) cheaper at another retailer within 14 days of your purchase. The price match does not explore to clearance items, sale prices, items from third-party sellers, or prices from unauthorized retailers. To request a price match, contact customer service with proof of the lower price (a screenshot or link to the competitor's website).
The store runs seasonal sales and email promotions throughout the year. Clearance items are marked down but are final sale. If you are on the Pottery Barn email list, you will receive notice of upcoming sales and exclusive discounts, though these are not required to shop.
Pottery Barn credit card and rewards
The Pottery Barn credit card, issued by Synchrony Bank, earns points on every purchase at Pottery Barn, Pottery Barn Kids, and Williams Sonoma. Points can be redeemed for discounts on future purchases. The card also offers special financing options on purchases over a certain amount (the threshold changes with promotions). You do not need the credit card to shop — you can use any payment method.
The card requires a credit check and approval. If you are denied, you can still shop at Pottery Barn with any other payment method. The card's terms, including interest rates and fees, are set by Synchrony Bank and appear in the cardholder agreement you receive after approval.
How to contact customer service
Pottery Barn customer service is available by phone, email, and live chat through the website. Phone hours and contact methods are listed at potterybarn.com/customerservice. You can also visit a physical store to ask questions or process returns in person.
Response times vary depending on the contact method and current volume. For urgent issues like damaged deliveries or order cancellations, calling is usually faster than email. The website also has a help section with answers to common questions about shipping, returns, and account management.
Frequently Asked Questions
Can I cancel an order after I place it?
If your order has not yet shipped, you can cancel it by contacting customer service as soon as possible. Once an order ships, you will need to refuse delivery or process a return. For made-to-order items, cancellation is only possible before production begins — the website shows this important date at checkout.
What if my item arrives damaged?
Contact customer service with photos of the damage. Most damaged items can be replaced or refunded. For large furniture delivered via white glove service, inspect the item before the delivery team leaves and note any damage on the delivery paperwork so the claim is documented when ready.
Does Pottery Barn ship internationally?
Pottery Barn ships to addresses in the United States and Canada through its main website. Some items may have shipping restrictions based on size or weight. International shipping to other countries is not available through the standard website, though you may find third-party shipping services that accept packages from U.S. retailers.
How do I know if an item is in stock?
The product page shows stock status for your area when you enter your zip code. Items marked "in stock" can usually ship or be picked up within the stated timeframe. Items marked "out of stock" may become available later, and you can sign up for a notification when they are back in stock.
What is the difference between Pottery Barn and Pottery Barn Kids?
Pottery Barn Kids is a separate brand focused on children's furniture and décor. It has its own website (potterybarnkids.com) and stores. Both brands are owned by the same parent company, and the Pottery Barn credit card earns points at both stores, but they are separate shopping experiences with different product lines.