returns/exchanges

a real guarantee

At CB2, we stand behind the quality of our products and want every purchase to be a positive experience. We will do our best to make things right if you are not satisfied.

non-furniture return/exchange policy

CB2 will accept returns and exchanges of non-furniture items shipped from or sold through either our storesor cb2.com if:

  • Non-furniture items are returned within 90 days of customer receipt.
  • A valid proof of purchase is provided (see below).
  • Non-furniture items are returned in good condition—unused and unwashed.

If you discover an item has a manufacturer’s defect or was damaged during transit, we will accept the item for return or exchange with proof of purchase. Without proof of purchase, the item can be exchanged only for the same item. A valid photo ID is required.

We are unable to accept any items for return or exchange without proof of purchase. Items purchased as final sale cannot be returned, exchanged or repaired.

Items must be returned to the store brand where the purchase originated or by mail (if the item was ordered online or by phone and received by mail). Purchases made outside the U.S. may only be returned to the purchase location.

proof of purchase for eligible items

Proof of purchase is required to issue an appropriate exchange, credit or refund for eligible items, as well as any taxes due to be refunded in accordance with applicable state law. For your convenience, we will accept the following as proof of your purchase:

  • Original Paper Receipt
  • Gift Receipt
  • eReceipt
  • Original Packing Slip
  • Gift Packing Slip
  • Order Number
  • Gift Registry Number

We can also verify proof of purchase by looking up your original receipt using your Crate and Barrel Credit Card or major credit card used at the time of purchase, or the email address used to receive an eReceipt.

credits and refunds

We will issue an appropriate credit or refund in one of the following ways:

  • With an Original Paper Receipt, eReceipt, Original Packing Slip or Order Number, or a Crate and Barrel Credit Card or other major credit card used at the time of purchase, the item’s purchase price will be refunded in the Original Form of Tender (cash refunds are limited to $100 in store with any balance refunded as a check by mail).
  • With a Gift Receipt or Gift Packing Slip, the item’s purchase price will be refunded by a Shop Card.
  • When the Gift Registry Number is presented without proof of purchase, the item’s current selling price will be refunded by a Shop Card.

Please note: Shop Cards, Gift Cards and eGift Cards are valid for CB2, Crate and Barrel and The Land of Nod purchases and are not redeemable or subject to exchange for cash or a cash equivalent, except as required by applicable law.

returns to a store

To return or exchange eligible non-furniture items at a store, please bring the items and proof of purchase within 90 days to the store brand where the purchase originated (i.e., CB2 items can only be returned to a CB2 store; Crate and Barrel items can only be returned to a Crate and Barrel store; Crate and Barrel Outlet items can only be returned to a Crate and Barrel Outlet; and The Land of Nod items can only be returned to a The Land of Nod store).

See the “non-furniture returns/exchange policy” above for details on items that are eligible for return or exchange and valid forms of proof of purchase.

returns by mail

To return an item by mail, follow the instructions on the Packing Slip enclosed with your order, insure the package, and mail it to the CB2 address on your Packing Slip. If you do not have the Packing Slip or have misplaced it, please call us at 800.606.6252. Without proof of purchase, we are unable to accept any items for return or exchange.

basic freight returns

To return Basic Freight items, please call us at 800.606.6252 or, for orders placed through a store, please contact the store where the original purchase was made within 7 days of delivery; returns will only be accepted if the return is completed within 30 days of delivery.

All items will be inspected upon return. A restocking fee will apply, starting at 25% of the purchase price, for any items not returned in good condition or outside the stated time frame.

Proof of purchase is required to issue an appropriate exchange, credit or refund, as well as any taxes due to be refunded in accordance with applicable state law. See “proof of purchase for eligible items” above. Refunds will be issued in the Original Form of Tender (cash refunds are limited to $100 in store with any balance refunded as a check by mail).

Orders eligible for cancellation will be refunded in the Original Form of Tender.

furniture and rug return/exchange policy

At CB2, we take great pride in the quality and craftsmanship of our furniture and rugs. Attention to detail in design, materials and construction is always at the forefront. We encourage you to inspect the item upon receipt. If you have a concern or believe there is a quality issue, we will work with you to correct it, in accordance with the policy below. For furniture orders placed online, please call us at 800.606.6252. For orders placed through a store, please contact the store where the sale originated.

stock furniture, rugs and rug pads

Payment is required in full for in-stock items. For out-of-stock items, we require a 50% deposit to reserve incoming stock and full payment of the balance prior to scheduling delivery (or pickup of eligible items). You may cancel your Stock order at any time prior to delivery or pickup for a full refund.

If you are not satisfied with your Stock furniture, rug or rug pad purchase upon receipt, you must contact us within 7 days of your delivery or pickup to arrange a return. The item must be returned within 30 days of delivery or pickup.

All items will be inspected upon return. A restocking fee will apply, starting at 25% of the purchase price, for any items not returned in good condition or outside the stated time frame.

Proof of purchase is required to issue an appropriate exchange, credit or refund, as well as any taxes due to be refunded in accordance with applicable state law. See “Proof of Purchase for Eligible Items” above. Refunds will be issued in the Original Form of Tender (cash refunds are limited to $100 in store with any balance refunded as a check by mail).

special order upholstery

These special-order items are made to your individual specifications; therefore, we cannot accept returns or exchanges.

We require a 50% deposit for all Special Order upholstery merchandise. The balance must be paid in full prior to scheduling delivery (or pickup of eligible items).

Once you place your order for Special Order upholstery, you have 72 hours to change or cancel. After 72 hours, your 50% deposit is nonrefundable. The 72-hour time frame begins as soon as you place your order in a store; for online orders, the 72-hour time frame begins once you confirm your fabric selection with a Customer Service representative.

For Special Order upholstery orders canceled within 72 hours, an appropriate exchange, credit or refund will be issued for the item(s) and any taxes due to be refunded in accordance with applicable state law. Refunds will be issued in the Original Form of Tender (cash refunds are limited to $100 in store with any balance refunded as a check by mail).

If a Special Order upholstery item arrives with a manufacturing defect or damage caused during transit, we will repair or replace the defective or damaged area. If that isn’t possible, we will arrange an exchange. We reserve the right to determine the best course of action.

store floor samples

All store floor samples are sold “as is” and payment is required in full at the time of purchase.

All store floor samples are final sale and cannot be canceled, returned, exchanged or repaired.

nonrefundable fees

Shipping and handling charges are nonrefundable.

Return shipping and return pickup fees are the customer’s responsibility and are nonrefundable.

delivery accessibility

The customer is responsible for making sure the item can fit in the room of choice and can be delivered through all entry points by verifying building access and all doorway measurements. Outside access to the delivery area must be clear, and the inside area where the furniture will be placed must be accessible for placement of furniture.

international returns

Our Non-Furniture Return/Exchange Policy and Furniture and Rug Return/Exchange Policy stated above apply to International orders. See below for additional details.

Items purchased outside of the U.S. may only be returned or exchanged within the country of purchase or sent back to the address on the return label in order for us to exchange, credit or refund your purchase.

A valid proof of purchase is required to issue an appropriate exchange, credit or refund for eligible items, as well as any taxes due to be refunded in accordance with applicable state law. See “Proof of Purchase for Eligible Items” above.

For International Checkout online orders, refund amounts for returned items will be credited to you by our global partner, Borderfree, in the same currency and using the same exchange rate as your original order. If you have any additional questions, please notify us at customer_service@crateandbarrel.com or call (00+1) 630-369-4464, and we will provide you with further instructions on where returns should be shipped and the amount you will be refunded.

Please note: CB2 stores are unable to accept returns from international orders purchased online at cb2.com through our global partner, Borderfree.