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Frequently Asked Questions

GIFT CARD

How do I purchase Gift Cards online?

It is easy to purchase a Gift Card online. Click here to order a Gift Card online or call 1.888.779.5176 and a sales associate will be happy to help you. Gift Cards are available in the following denominations: $25, $50, $75, $100, $150, $200 and $250. The Gift Card will arrive in a special gift package with your personalized message, along with a copy of our latest Pottery Barn catalog for easy shopping. There is no shipping and processing charge for Gift Cards if you select Standard Delivery (5–7 business days). If you wish, you can also ship the Gift Card via Rush Delivery for an additional $8.50 per order. Next day orders received by 9am PT Mon - Fri will arrive next business day; orders placed after 9am Fri - Sun PT will arrive on Tues.

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How do I redeem Gift Cards or merchandise credit cards?

Gift Cards and merchandise credit cards may be redeemed online, by phone, or at any Pottery Barn, pottery barn kids, PBteen, west elm , Williams-Sonoma and Mark and Graham and store. To redeem online, enter the 16-digit card number and the 8-digit pin number in the "REDEEM GIFT CARDS OR PROMOTIONS" section on the Payment Information page during checkout. There will be the option to enter up to five Gift Cards or merchandise credit cards per order, which will automatically be deducted from your total.

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How do I check the balance of Gift Cards or merchandise credit cards online?

To check the balance of your Gift Card or merchandise credit card online, click here. To see the amount remaining on your card, type in the 16-digit card number and the 8-digit pin number, then click "Check Balance".

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Is there an expiration date for a Gift Card or merchandise credit card?

No, we invite you to make use of your Gift Card or merchandise credit card at your convenience.

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What if I lose a Gift Card or merchandise credit card?

A Pottery Barn Gift Card or merchandise credit card should be considered as cash. We cannot replace a lost or stolen Gift Card or merchandise credit card.

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Can a Gift Card or merchandise credit card be exchanged for cash?

No, a Gift Card or merchandise credit card can be used only for purchases.

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eGIFT CARD

How do I purchase and redeem eGift Cards online?

Pottery Barn eGift Cards can be purchased through potterybarn.com by clicking on the eGift Card option, click here. This will take you to our partner site-CashStar. To order the Pottery Barn eGift Card, just enter the dollar amount and choose your card design or upload your own photo. Then enter the recipient's email address. Once the purchase has been completed, the eGift Card will be sent to the recipient's email inbox within hours of your purchase or on the date you choose. If lost, simply reprint the eGift Card. If stolen, contact CashStar Customer Support at 1.866.853.4741. Since this is a partner site, you will not be able to buy the eGift Card and other merchandise in the same transaction.

The eGift Card can be redeemed online, in stores or by phone. Just like our plastic Gift Cards, there are no expiration dates or fees. eGift Cards are available in any dollar amount between $25 and $250.

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How are eGift Cards different from plastic Gift Cards?

Plastic Gift Cards are sent to recipients via mail. eGift Cards are sent via email and can be printed out and used hours after they're purchased. Both plastic and eGift Cards have no fees or expiration dates. They are both redeemable online, in stores or by phone.

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How do I cancel the purchase of an eGift Card?

If you chose a delivery date that is in the future, you can cancel your purchase by contacting CashStar Customer Support at 1.866.853.4741. If the delivery date is today or in the past, your purchase cannot be cancelled.

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Which credit cards do you accept?

We accept VISA, Mastercard, American Express and Discover. The Pottery Barn Credit Card cannot be accepted as payment for an eGift Card purchase because this site is operated by Pottery Barn's third party partner, CashStar.

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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.

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Can I purchase an eGift Card along with other Pottery Barn merchandise in the same transaction?

No. The purchase of an eGift Card is operated by Pottery Barn's third party partner, CashStar. To buy Pottery Barn merchandise, you will need to go to potterybarn.com and make your merchandise purchase in a separate transaction.

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Can I use more than one eGift Card at a time?

Yes, multiple eGift Cards can be used.

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What will the recipient receive when I send an eGift Card?

On the delivery date you choose, a message is sent to the recipient's email inbox informing them of your gift, with a link to retrieve the eGift Card online. The link in the email sends the recipient to a page showing the eGift Card you created (the design you selected, with your recipient's name and your personalized message), its value and code number. The page also gives simple instructions for redeeming the eGift Card.

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How do I know that the recipient has received the eGift Card that I sent to them?

You will receive an email confirming delivery of the eGift Card and a message notifying you that the eGift Card has been viewed. If the eGift Card is not viewed within 7 days after delivery, you will receive a message with options for resolving the issue. We will send you another message 15 days after delivery if no action has been taken. You may also contact CashStar Customer Support at 1.866.853.4741 with the order number from the email you received confirming your purchase, and we will be able to let you know if the recipient has viewed their eGift Card.

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When does the eGift Card expire?

Like our plastic Gift Cards, there is no expiration date on your eGift Card. We recommend that you redeem it soon after you receive it so that you don't forget.

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How do I check my eGift Card balance?

To check your eGift Card balance, go to potterybarn.com and click on Gift Cards or click here.

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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 at 1.866.853.4741 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.

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Is my order secure?

All personal and financial information is transmitted using the https protocol over a Secure Sockets Layer (SSL), utilizing state-of-the-art technology for consumer protection. Behind the scenes, your Web browser is sending all personal and financial information over SSL. The eGift Card purchase process is fully PCI compliant. If you have any questions or concerns, please contact CashStar Customer Support at 1.866.853.4741.

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What if I lose my eGift Card?

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Your eGift Card has cash value and should be safeguarded as such. If you misplace your eGift Card, you can reprint it if you bookmarked it in your browser or click on the link in the original email. If your eGift Card was lost or stolen, contact CashStar immediately at 1.866.853.4741. If your eGift Card has not been redeemed or has some remaining value, we can cancel the original eGift Card and reissue a new eGift Card to you for the remaining value.

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GROUP eGIFT CARD

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. Click here to get started.

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Do I have to use Facebook to organize, contribute to or redeem a group gift?

Logging in with Facebook is an option, but not required. You can create an account with your email address and a password.

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How long do you have to wait to use a Group eGift Card after it is "Claimed"?

Group eGift Cards can be used immediately after they are claimed.

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How will I know if the recipient has claimed the gift for a Group eGift Card that I organize?

We will send an email notification when the recipient claims the group gift. We will also send a notification if the recipient has not claimed the gift after a period of time. Should that occur, you will be given the chance to send a reminder email to the recipient.

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Is there a limit on how many people can contribute to a Group eGift Card?

There is no defined limit on how many people can contribute to a group gift. However, total contributions to each group gift are limited to $2,000 for Pottery Barn Group eGift Cards.

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Will anyone see the amount of each contribution?

Only the gift organizer sees the amount of each contribution. The gift recipient and their friends will only see the total amount of the eGift Card, even when more than one friend has contributed.

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What happens if we don't collect enough money to reach our goal? Or we collect too much?

This is not a problem. Regardless of whether you reached, exceeded or fell short of your goal, the recipient will receive an eGift Card for the total amount collected.

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As the delivery date approaches, what can I do if the goal has not been reached for a gift that I organized?

You will be sent periodic reminders via email as the delivery date for the group gift approaches. The reminders will include the goal amount and the amount contributed to the gift as of that date. If you feel that the goal will not be met, you can invite more friends to contribute, send reminders to invitees who have not yet contributed, or even extend the delivery date. All of this can be done from the Group Gift Management screen. A link to this screen is included in each reminder.

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As each invitee contributes to the group gift, the notification email we send will indicate the goal, along with the current amount contributed. At any time, you can visit your Group Gift Management screen to track contributions.

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We will send an email each time an invitee contributes to the group gift. A notification will also be displayed on your Group Gift Management screen.

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