Refund policy

Pottery Barn Decor (potterybarndecorus.com)
1936 Metz Lane, Durango, CO 81301
Customer Service: service@potterybarndecorus.com

At Pottery Barn Decor, we are committed to helping you create beautifully curated living spaces. If something isn’t quite right with your order, we’re here to make the return process simple, transparent, and stress-free.

1. Return Eligibility & Conditions

We accept returns within 30 days of delivery.

To be eligible for a return:

  • Items must be in unused, original condition
  • Original packaging is preferred to ensure safe return transit
  • Items must not be damaged due to improper use after delivery

Common return reasons we understand:

  • Rug size or style does not match your space
  • Mirror or wall décor does not fit the intended design
  • Accent pillows or room dividers do not meet expectations
  • Items arrived damaged during shipping

We aim to make every step fair and supportive, especially for home décor items where visual fit matters greatly.

2. Return Process (Step-by-Step)

To start a return:

  1. Contact us at service@potterybarndecorus.com
  2. Include your order number and reason for return
  3. Our support team will respond within 4–7 business days
  4. You will receive return instructions and shipping guidance
  5. Ship the item back using the provided instructions

Once your return is received, it will be inspected before approval.

3. Refund Policy & Timeline

Once your returned item is received and approved:

  • Refunds are processed within 4–7 business days
  • After processing, it may take 2–3 weeks for the refund to appear in your original payment method (timing depends on your card provider)

We issue refunds to your original payment method:

  • Visa
  • MasterCard

4. Exchange Policy

We offer exchanges for eligible items within the 30-day return window.

If you prefer a replacement instead of a refund:

  • Contact our support team
  • We will assist you in exchanging for the correct item (size, style, or replacement due to damage)

Exchanges follow the same inspection and processing timeline as returns.

5. Shipping & Delivery Information

We ship globally, excluding Asia and remote regions.

Order Processing Time

  • Orders are processed within 4–7 business days

Shipping Options

  • DHL / FedEx Standard Shipping: 7–14 days — $12.95
  • Free EMS Shipping: 12–24 days (Free on orders over $50)

Please note:

  • Delivery times may vary depending on destination and customs clearance
  • Shipping fees are non-refundable unless the return is due to our error or damaged goods

6. Return Shipping Costs

  • If the return is due to personal preference (size, style, or change of mind), return shipping costs are the customer’s responsibility
  • If the item arrives damaged or incorrect, we will cover all return shipping costs

We always recommend carefully reviewing product dimensions and descriptions before purchase to ensure the best fit for your space.

7. Non-Returnable Items

Certain items may not be eligible for return, including:

  • Items damaged due to misuse
  • Items returned after 30 days
  • Items without original condition or missing components

8. Order Issues & Damaged Items

If your item arrives damaged or defective:

  • Contact us within 7 days of delivery
  • Include photos of the item and packaging
  • We will arrange a replacement or full refund at no cost to you

9. Contact Us

For any questions regarding returns or refunds:

📧 Email: service@potterybarndecorus.com
📍 Address: 1936 Metz Lane, Durango, CO 81301
🌐 Website: potterybarndecorus.com