Returns/Exchanges FAQS

Our Guarantee to You

At CB2 and our associated brands – Crate & Barrel, Crate & Kids, Hudson|Grace - 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.

Return Policy Overview

We will accept returns and exchanges of eligible items in new and unused/resealable condition,in our sole discretion within 30 days of receipt with a valid proof of purchase. Shipping and handling fees will not be refunded.

Customers are responsible for return shipping costs.

Eligible purchases from a Gift Registry are eligible for return through 90 days from event date, excluding Furniture items. Exclusions listed below apply.

Certain items cannot be returned, exchanged, or canceled, including: personalized items, Custom or Made to Order Furniture, items purchased as final sale, store floor samples, live botanicals, cut yardage of fabric, and items used and/or damaged through normal wear and tear. Shipping and handling charges are not refundable. Other restrictions may apply.

How to Start a Return

Returns can be initiated at the applicable brand's website or stores. That is, CB2 items can be returned through the CB2 website or stores, Crate & Barrel and Crate & Kids items can be returned through the Crate & Barrel website or stores, and Hudson|Grace items can be returned through the Hudson|Grace website or store. 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.

Start a Return

Proof of Purchase

Proof of purchase is required to issue an exchange, credit or refund for eligible items. We will accept the following as proof of your purchase:

  • Original Receipt (this includes printed store or gift receipt, eReceipt, or electronic order confirmation)
  • Packing Slip
  • Order Number
  • Gift Registry Number

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

We are unable to accept any items for return or exchange without proof of purchase.

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 of Canada may only be returned to the purchase location.

Credits and Refunds

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

  • With proof of purchase, the item purchase price will be refunded in the original form of payment (cash refunds are limited to $100 in store with any balance refunded as a check by mail). Where some or all of a purchase was made using a Gift Card or Merchandise Credit, a new Gift Card or Merchandise Credit will be issued, respectively.
  • With a Gift Receipt or Gift Packing Slip, the item purchase price will be refunded by a Merchandise Credit.
  • When the Gift Registry Number is presented without proof of purchase, the item’s current selling price will be refunded by a Merchandise Credit.
  • Any shipping and handling charges will not be refunded and customers are responsible for return shipping cost.

Return Items to a Store

To return or exchange eligible non-furniture items at a store, please bring the item(s) and proof(s) of purchase within 30 days to the store brand where the purchase originated (i.e., CB2 items can only be returned to a CB2 store; Crate & Barrel items can only be returned to a Crate & Barrel store; Crate & Barrel Outlet items can only be returned to a Crate & Barrel Outlet; Crate & Kids items can only be returned to Crate & Barrel stores; and Hudson|Grace items can only be returned to Hudson|Grace stores).

To return furniture and rugs to a store, please contact the store of purchase to arrange for the return.

See the “Non-Returnable Items” listed above for details on items that are eligible for return or exchange and valid forms of proof of purchase.

Initiate an Online Return to Return Items by Mail

To return items by mail, you can use our online returns feature.

  • Start the online return with your order number and shipping ZIP code
  • Select eligible items to return and tell us why you're returning them
  • Print out a FedEx shipping label (you pay return shipping)
  • Pack up your item(s)
  • Drop off at any FedEx store or Narvar Concierge Drop Off location
  • Track your return easily online
  • Once we receive your eligible return, your refund will post to the original form of payment within 7-10 business days.
Start a Return

Customers are responsible for return shipping charges and any pickup fees.

If you prefer not to use online returns, follow the instructions on the Packing Slip enclosed with your order, insure the package, and mail it to the address on your Packing Slip. If you do not have the Packing Slip or have misplaced it, please Contact Us. Without proof of purchase, we are unable to accept any items for return or exchange.

Custom/Made to Order Furniture and Personalization

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

However, if a custom or personalized item (including fabrics and frames that differ from our stock items) arrives with a manufacturing defect or with damage caused during transit, we will repair or replace the defective item or damaged area. If that is not possible, we will arrange an exchange. We reserve the right to determine the best course of action.