Understanding the CB2 return policy is key to a stress-free shopping experience. Whether you’re furnishing your first apartment or updating your home, knowing the rules helps you buy with confidence. This guide breaks down everything you need to know, from time limits to condition requirements.
We’ll cover how to start a return, what items are final sale, and how to handle online versus in-store purchases. You’ll also find tips for packing your items and what to expect with refunds. Let’s get started.
CB2 Return Policy
The core CB2 return policy allows you to return most items within 30 days of delivery or in-store purchase. Items must be in their original, unused, and resalable condition, with all packaging and tags intact. This policy is designed to be straightforward, but specific rules apply to different product categories.
It’s important to note that the return clock starts on the day your order is delivered, not the day you placed it. For in-store purchases, the 30 days begins on your receipt date. Always keep your proof of purchase, as you’ll need it to process any return.
What You Can Return
Most furniture, decor, and home accessories from CB2 are eligible for return. This includes items like:
- Sofas, chairs, and tables
- Lighting fixtures and lamps
- Bedding, throws, and pillows
- Dinnerware, glassware, and serveware
- Wall art and decorative objects
What You Cannot Return (Final Sale Items)
Certain products are marked as final sale and cannot be returned or exchanged. Always check the product description online or ask an associate in-store before buying these items. Final sale typically includes:
- Custom upholstery and made-to-order furniture
- Monogrammed or personalized items
- Clearance or “as-is” merchandise
- Opened bedding (for health and safety reasons)
- Gift cards
Condition Requirements for Returns
To be accepted, your return must meet strict condition criteria. CB2 inspects all returned items thoroughly. An item is considered resalable if:
- It has all original tags, labels, and packaging.
- It shows no signs of wear, assembly, or use.
- It is free from odors, stains, or damage.
- All parts, hardware, and instruction manuals are included.
If an item arrives damaged, you must contact CB2 within 48 hours of delivery to report it. They will guide you through a separate damage claim process, which is different from a standard return.
How to Return an Item to CB2
The return process varies depending on where you made your purchase. Follow these steps to ensure a smooth transaction and timely refund.
Returning an Online Purchase
For items bought on the CB2 website, you have two main options: returning by mail or to a store.
Option 1: Return by Mail
- Initiate your return online. Log into your CB2 account and go to “Order History.” Select the item(s) you wish to return.
- Print the provided prepaid return shipping label. CB2 often deducts a return shipping fee from your refund, which will be noted during the process.
- Securely pack the item in its original packaging. Include all parts and paperwork.
- Attach the label and drop the package at the designated carrier (usually FedEx or UPS). Keep your tracking number.
Option 2: Return to a CB2 Store
You can return online purchases to any physical CB2 retail location. This is often the fastest way to get your refund. Simply bring the item in its original packaging, along with your packing slip or order confirmation email. The store associate will process the return for you.
Returning an In-Store Purchase
Items bought in a CB2 store must be returned to a store, not by mail. Bring the item, the original receipt, and the original form of payment. If you used a gift card, you’ll receive a new gift card for the refund amount.
Understanding Refunds and Timelines
Knowing when and how you’ll get your money back is crucial. CB2 issues refunds to the original form of payment used at the time of purchase.
Refund Processing Times
- Credit/Debit Card Refunds: Once CB2 receives and inspects your return, it can take 7–10 business days for the refund to appear on your statement.
- PayPal Refunds: These are usually processed within 24-48 hours of CB2 authorizing the return.
- Gift Card Refunds: Issued immediately for in-store returns or within a few days for online returns. They are issued as a new electronic gift card.
The processing clock doesn’t start until the item arrives at their warehouse or is processed in-store. For mail returns, this means after the carrier delivers it.
Return Shipping and Restocking Fees
CB2 typically charges a return shipping fee for items returned by mail. This fee is deducted from your total refund amount. The cost varies based on the size and weight of the item. For large furniture returns, additional pickup and restocking fees may apply. These fees will be clearly disclosed when you initiate the return online. There are usually no fees for returning an item directly to a store.
Special Considerations and Exceptions
Returns for Large Furniture
Returning large items like sofas, sectionals, or beds requires special coordination. You often cannot ship these back yourself. Instead, you must contact CB2 Customer Service to schedule a pickup. A third-party carrier will come to your home to retreive the item. Due to the high cost of shipping, restocking fees for large furniture can be substantial, sometimes up to 30% of the item’s price. Always review the return cost before scheduling a pickup.
Holiday and Extended Return Policies
CB2 occasionally offers extended return windows during major holidays, like the winter holiday season. For example, purchases made in November and December might be eligible for return until late January. This policy is not guaranteed every year, so you should always check the current terms on their website or your receipt during the holiday period. It’s a good idea to keep an eye out for these extensions.
International Returns
The standard CB2 return policy applies only to orders shipped within the United States. For orders shipped to Canada or other international destinations, different rules and fees apply. International customers are responsible for all return shipping costs and any applicable customs duties. Contact international customer service before attempting to return an item from outside the U.S.
Exchanges vs. Returns
CB2 does not offer direct exchanges. The most efficient way to get a different item is to process a return for the original purchase and then place a new order for the item you want. This ensures you secure the new item quickly, especially if it’s popular or low in stock. If you need assistance, customer service or an in-store associate can help you coordinate this process.
Tips for a Successful CB2 Return
- Inspect items immediately upon delivery. Report damage within 48 hours.
- Save all packaging, tags, and manuals until you are sure you’re keeping the item.
- Initiate returns promptly to stay within the 30-day window.
- For in-store returns, bring your ID, as they may request it for verification.
- Take photos of the packaged item before shipping it back for your records.
- Consider using a store return for online purchases to avoid shipping fees and speed up your refund.
Frequently Asked Questions (FAQ)
How long is the CB2 return period?
The standard return window is 30 days from the date of delivery or in-store purchase.
Can I return a CB2 item without the box?
For a full refund, the item generally needs its original packaging. Returns without packaging may be accepted at the store’s discretion, but a restocking fee could be applied to cover repackaging costs.
What if my CB2 item arrives damaged?
Contact CB2 Customer Service within 48 hours of delivery. Do not refuse the delivery. You will need to provide photos of the damage and the packaging. They will arrange for a repair, replacement, or return at no cost to you.
Does CB2 offer return labels?
Yes, when you initiate a return online, you can print a prepaid return shipping label. Remember that the cost of this label is usually subtracted from your refund amount.
Can I return a CB2 online order to a Crate & Barrel store?
No, CB2 and Crate & Barrel are sister brands but have separate operations. CB2 online purchases can only be returned to a CB2 retail store, not a Crate & Barrel store.
What is CB2’s return policy on rugs?
Rugs are returnable within 30 days if they are in original, unused condition, with the tag still attached. Opened rugs that have been laid on the floor or cut are typically not accepted for return.
How do I contact CB2 customer service about a return?
You can call them at 1-800-606-6252 or use the live chat feature on their website. For faster service, have your order number ready.
Final Thoughts on Navigating Returns
Being familiar with the CB2 return policy makes you a smarter shopper. The 30-day window is standard, but the condition requirements are strict. Always keep packaging and act quickly if you’re unsatisfied. For large items, factor in potential pickup fees before deciding to return.
When in doubt, the simplest path is to take your item and receipt to a CB2 store. The associates their can provide immediate assistance and process your return on the spot. With this knowledge, you can shop CB2’s modern designs with the peace of mind that you understand the return process completely.