The At Home Return Policy allows eligible unused merchandise in its original packaging to be returned within 60 days, or 90 days for Design Rewards members. Purchase verification matters: an unverified purchase generally receives store credit at the item’s current price. Product exclusions and special Christmas pricing rules also apply.
This guide covers the U.S. home décor retailer At Home. Before returning anything, identify how your order was fulfilled. Store pickup, local delivery, standard shipping, and items shipped directly from a supplier have different return instructions. Registry gifts also have a separate deadline tied to the event date.
At Home Return Policy at a Glance
| Policy Detail | Current Rule |
|---|---|
| Standard Return Window | 60 days for eligible merchandise |
| Design Rewards Members | 90 days for eligible merchandise |
| Required Condition | Unused, in original packaging |
| Purchase Verification | Account lookup, credit card verification where available, or receipt; bring valid ID |
| Unverified Purchases | Store credit based on current item price |
| Standard Online Orders | Eligible purchases can be returned in store for free; mail returns depend on fulfillment |
| Store Pickup and Local Delivery | Return in store |
| Direct Supplier Orders | Initiate through the return portal and use the designated supplier address |
| Exchanges | Return and purchase again; direct exchanges are unavailable |
These rules are subject to product exclusions and the special procedures explained below.
Understanding the Return Window
Check your receipt and order details before calculating your deadline. At Home’s general help policy states the return periods but does not clearly identify a universal purchase-date or delivery-date starting point for every fulfillment method. If those dates differ, ask Customer Care to confirm your deadline rather than assuming delivery starts a fresh return period.
Registry purchases have a specifically documented exception: eligible gifts can be returned within 90 days from the event date.
Item Condition and Non-Returnable Products
For an ordinary change-of-mind return, keep the merchandise unused and preserve its original packaging. Opening a package does not establish eligibility by itself; the item still needs to meet the applicable condition requirements.
| Product or Situation | Important Restriction |
|---|---|
| Mattresses and Box Springs | Not accepted for return |
| Pillows and Cushions | All tags must remain attached |
| Items Marked “All Sales Final” | Not returnable |
| Adjustable Sofas, Futons, and Pre-Cut Fabric | Listed among exclusions in At Home’s online-order return guidance |
The online guidance groups several exclusions into one sentence. Confirm eligibility before transporting adjustable furniture or other potentially excluded products. Do not assume intact packaging overrides an exclusion.
Sale and Clearance Merchandise
Check the item’s label and receipt for a final-sale designation. A reduced price alone should not be used to decide eligibility; the explicitly documented restriction applies to merchandise marked “All Sales Final.”
How to Return an Item to At Home
Choose the process that matches your order’s fulfillment method.
Returning Merchandise In Store
- Check the product’s eligibility and deadline.
- Gather the item, original packaging, and required tags.
- Bring your receipt or available purchase-verification information and valid ID.
- Ask the associate to verify the purchase before processing the refund.
For eligible standard shipped orders, returning merchandise to a local store avoids return shipping arrangements.
Returning a Standard Shipped Order by Mail
For orders shipped through FedEx, At Home allows customers to request a return label and send merchandise to a designated store location.
Open your order history or Order Lookup, start the return, and follow the supplied instructions. Use the address generated for that return. Keep the carrier acceptance receipt and tracking number until the refund is resolved.
Returning Store Pickup or Local Delivery Orders
Buy Online, Pick Up In Store orders must be returned in store. Local delivery orders also require an in-store return, including orders handled by partners identified in At Home’s guidance, such as Roadie, Instacart, DoorDash, Uber, and TaskRabbit.
Products Shipped Directly From a Supplier
Items identified as “Ships directly from supplier” have their own return route. Start the request through At Home’s self-service returns portal, then send the item to the supplier location specified there.
The supplier guidance provides a free printable return shipping label. It also states that refunds generally take 5–10 business days after the supplier receives the merchandise, with additional time possible depending on the payment provider. Transit time comes before that processing period.
Do not send a supplier item to a store address simply because another At Home order used that address.
Can You Return an Item Without a Receipt?
A missing paper receipt does not necessarily mean the purchase cannot be verified. Ask about lookup through your Design Rewards account or the payment card used for the purchase.
Design Rewards receiptless returns require the account to have been identified when the purchase was made.
If verification is unavailable, At Home’s receiptless-return guidance provides store credit at the current item price and allows up to three returns without a receipt. It does not specify a reset period for that limit. Customer Care may also be able to email a receipt copy.
Return Fees and Refund Processing
Free return shipping is specifically confirmed for eligible direct supplier returns. The general mail-return instructions do not publish a universal label fee or establish that every mailed return is free.
Before submitting a standard mail return, check the portal for any charge. At Home’s reviewed return guidance also does not clearly establish a universal rule for refunding original delivery charges or applying restocking fees.
For ordinary store and standard shipped returns, the published guidance does not provide a complete payment-by-payment refund timetable. Ask where the refund will be sent and when to follow up, particularly for split payments or purchases made with a gift card.
A stated processing period should never be treated as including return transit and bank posting unless the applicable terms expressly say so.
Damaged, Defective, or Incorrect Items
For ordinary damaged or defective purchases, At Home directs customers to their nearest store for a refund within the applicable 60-day standard or 90-day Design Rewards period.
Supplier-shipped damage has a separate reporting requirement: contact Customer Care within 48 hours of delivery, including photographs of the damaged product and packaging. Depending on the supplier and problem, a refund or replacement may be arranged without requiring a return shipment. Wait for instructions before discarding or shipping the product.
For an incorrect item or missing components, contact Customer Care with the order number and a clear description of what arrived. Ask for instructions specific to that order.
Gift Returns and Gift Cards
Registry Gifts
Eligible registry merchandise must be unused and in its original packaging. Bring a gift receipt or purchase verification from the registry. Registry refunds are issued as store credit.
If you lack the receipt, show the associate the purchased item in your registry so the transaction can be verified. Do not delete the registry before resolving the return.
Gift Cards
At Home gift cards themselves are non-refundable except where required by law. This restriction concerns returning the gift card; it does not establish how refunds for merchandise purchased with one will be issued. Confirm that separately before completing the merchandise return.
Christmas Merchandise and Holiday Returns
Christmas merchandise returned after December 25 is refunded at its current price, even with the original receipt. This can reduce the amount refunded.
That pricing rule does not create an extended holiday return deadline. Check the applicable return period separately.
Late Returns and Return Denials
Do not assume store credit remains available after the deadline. Receiptless-return provisions are not a published extension of the normal return window.
If a return is refused:
- Ask which eligibility condition caused the refusal.
- Check the receipt, item designation, fulfillment method, and available purchase records.
- Contact Customer Care through the Help Center’s “Submit a request” option.
- For a product fault, check any warranty supplied with the item; coverage depends on its actual terms.
At Home also uses The Retail Equation in return verification. If your denial notice refers to that service, follow the notice’s instructions for obtaining a Retail Activity Report. At Home states that a free report is available for the following 60 days. Keep the denial slip and transaction ID.
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Frequently Asked Questions
Can I Return an Online Purchase to a Store?
Eligible standard online purchases can be returned to an At Home store. Supplier-shipped products have separate portal instructions, so check the fulfillment designation first.
Can I Mail Back a Store Pickup Order?
No. At Home’s instructions require Buy Online, Pick Up In Store returns to be completed in store.
Can I Exchange an Item for Another Size or Color?
At Home does not offer direct exchanges. Return the eligible item and make a separate purchase.
Does Design Rewards Help With Receiptless Returns?
Yes. The account must have been identified at purchase, and the return must still meet At Home’s eligibility requirements.
Does a Registry Return Go Back to the Gift Buyer’s Card?
At Home’s registry policy specifies store credit for eligible gift returns.
How Can I Follow Up on a Mailed Return?
Keep your return request, shipping label, carrier tracking, and handoff receipt. If the package has arrived but the refund remains unresolved, provide those records and your order number to Customer Care.
Conclusion
The most useful first step under the At Home Return Policy is to check both the merchandise and its fulfillment method. Confirm the deadline, preserve the packaging and required tags, and gather purchase verification before starting. Supplier orders and registry gifts deserve particular attention because their instructions differ from ordinary purchases.
For mailed merchandise, use the return address supplied for that request and retain tracking. For Christmas items, check the special refund-pricing rule before waiting until after the holiday. If eligibility or refund arrangements remain unclear, resolve those questions with Customer Care before transporting or shipping the item.