Pottery Barn Kids | FAQ

What is Pottery Barn Kids exchange and return policy?

Exchange & Refund Policy

To give our customers confidence to shop with us, Pottery Barn Kids offers a full refund on products, excluding furniture, within 7 days of purchase in the form of an Alshaya Card to the value of the goods returned, and also offers an exchange within 14 days of purchase subject to the below conditions.

Returned items should be in their original and re-sellable condition, with all tags attached, any packaging intact and accompanied by a valid receipt.

Items purchased at reduced prices during sale or promotional periods can be exchanged within 3 days of the date of purchase, but no refund will be provided on these items.

On gift with purchase promotions, the gift should also be returned along with the purchased product, to receive an exchange.

All non-faulty returns will be refunded in the form of an Alshaya Card to the value of the goods purchased. You can spend money refunded on the Alshaya Card at your leisure any time over the following twelve months.

We are unable to accept returns for refund or exchange on:

  • Furniture and upholstery.
  • Special order items.
  • Personalized, monogrammed products.
  • Products damaged through normal wear and tear.
  • Products without an original purchase receipt.

If your purchase is faulty, we will offer an exchange or refund.

Orders may be cancelled up to 24 hours after the order was placed for a refund or exchange. Furniture items purchased at Pottery Barn Kids cannot be refunded or returned after delivery. Please contact your local store directly to discuss cancellation of your order. Gift receipts are available at the time of purchase at all Pottery Barn Kids stores. Our refund and exchange policy applies to Pottery Barn Kids stores in all Middle East markets. Merchandise purchased in one market cannot be exchanged or refunded in another market. Alshaya does not accept any responsibility or liability whatsoever for lost, damaged, stolen or any unauthorized use of cards.

Our policy does not affect your local statutory rights. Cash refunds will be considered in the case of manufacturing defects.

Thank you for shopping at Pottery Barn Kids. We appreciate your patronage. Let us know how we can continue to find better ways of meeting your needs in the future by visiting www.alshaya.com, e-mailing us at customerservice@alshaya.com, or calling our contact center. The telephone for your local contact centre can be found at www.alshaya.com or on your receipt.

Gift Cards

Gift Cards are available for purchase in store but are not redeemable for cash.

The value of the Gift Card can be added to at any time before the expiry of the card. The card is valid for 12 months from the last date of the top up to the card.

Williams-Sonoma Inc. and Alshaya do not accept any responsibility for lost, damaged, stolen, or unauthorized use of Gift Cards.

The Gift Card balance reflected on the Alshaya systems will be conclusive and binding.

Delivery Service Details

Once your Furniture order has been processed at our local facility, a member of our Care Center team will contact you to schedule delivery.

  • Alshaya operates a team of professional specialists who will deliver furniture items to your home or office.
  • If you have special delivery needs, please contact your local Care Center team.
  • Please ensure you provide the store with contact phone numbers where you can be reached during business hours and evenings. Providing a mobile phone number is recommended.
  • Delivery day of the week and times may be limited, depending on your location.
  • The day before your scheduled delivery date the Care Center team will call you to confirm your delivery time.
  • If you require items to remain in their original packaging please specify at time of order to the cashier.

Please advise our Care Center team of any special circumstances that will affect our ability to deliver to you; for example road access limits due to vehicle size, building and community restrictions, etc. You must remove existing furniture before delivery of your Pottery Barn Kids furniture. Please confirm delivery details of your furniture before you remove existing furniture.

Please Note: Alteration of entryways and hallways is not the responsibility of our Home Delivery team. Please ensure your entryways and hallways (including turning radius) will fit the dimensions of your items. The Home Delivery team is not responsible for hanging mirrors, picture frames or other wall hanging products, wiring of electrical items, removal of mattresses, roll out/set up of existing rugs and floor coverings, hanging of blinds, curtains and drapes or the plumbing and connection of sanitary ware. Minor set up and assembly, such as putting on slipcovers or bed frame set-up, is part of our delivery service. Most merchandise (excluding upholstery) is removed from its packaging and inspected for flaws before delivery to the customers' home. The merchandise is wrapped in special materials for final delivery to your home. The Home Delivery team will unpack or unwrap furniture items and remove all packaging materials from your home.