Terms and Conditions

Our Commitment

At Crate and Barrel Costa Rica, we stand behind the quality of our products and want every purchase to be a positive experience. If you are not satisfied with your purchase, we will do our best to make it right.

 

Customer Service Policy

 Customer Service Standard

Our mission is to address all customer service matters effectively, consistently, and at the lowest reasonable cost to both the company and the customer.

The following guiding principles must always be observed:

1. Maintain the highest standard of customer service.
2. Ensure customer commitment and satisfaction.
3. Assume and maintain responsibility for any situation that arises.
4. Never compromise integrity, productivity, or professionalism.
5. Clear communication and teamwork are essential.

Exceptional service is what distinguishes Crate and Barrel from its competitors, and it must be upheld consistently across all stores worldwide.

General Policy

Although policies are designed to protect the company’s interests, it is equally important to ensure that every customer experience is handled fairly and respectfully.

All policies that affect customers must be visibly displayed in the store. 

Crate and Barrel Costa Rica shall establish internal customer communication policies, including the following:

• All customers must be contacted in the event of any change to their order, including delivery date changes, product delays, or arrival of special orders.
• All customer communications must be returned within twenty-four (24) hours of receipt.
• All sales associates shall be empowered to provide resolutions to any issue related to Customer Service.

Customer Resolutions

• Mistakes can happen. Even in the most efficient operations, there will occasionally be an unsatisfied customer. The true test of our customer service lies in how we manage these situations.
• At such times, communication with the dissatisfied customer becomes even more critical.
  The situation must be reviewed with the shift manager to determine the best way to proceed.
• It is always recommended to keep the customer informed, even when the updates are not entirely positive.
• Communication must be timely and consistent.
• In cases where a complaint is escalated to Crate and Barrel U.S.A., all correspondence will be forwarded to Crate and Barrel Costa Rica, and the customer resolution must be handled as promptly and professionally as possible.

Positive Brand Culture

• The common goal across all Crate and Barrel stores is to create a welcoming environment and a unique shopping and satisfaction experience.
• All sales associates and their leaders are expected to conduct themselves in a respectful and professional manner, earning the trust and respect of both their colleagues and customers.

Shipping, Site Pickup, and Delivery Policy 

The purpose of this document is to outline our Home Delivery Policies in a clear and concise manner, ensuring an outstanding level of customer service.

Our vision has always been to stand out through our stores, our team and specially through our products and presentation— This is what distinguishes us from our competitors.

The carriers we engage for Home Delivery services also represent our staff, our products, and our brand. They are just as important to the customer’s purchase satisfaction as our stores, catalog, and website. 

Home Delivery

We will make every effort to ensure that your order arrives as quickly as possible. Deliveries will be completed within the following timeframes

• Greater Metropolitan Area (GAM): two (2) to four (4) business days after the purchase date.
• Rest of the Country: three (3) to seven (7) business days after the purchase date.

 The estimated delivery time for products labeled as “special product” is seven (7) to fourteen (14) business days nationwide.

Shipping fees will depend on the sales channel and the total invoice amount, according to the following information applicable to both physical stores and online purchases: 

Housewares	Furniture
Greater Metropolitan Area and Rest of the Country Less than $500: Shipping fee $10 More than $500: Free shipping	Greater Metropolitan Area Shipping for one (1) piece: $89 Two (2) or more pieces: $150   Rest of the Country One (1) piece: $150 Two (2) or more pieces: $250

 

Please note that purchases made on official holidays or weekends will be processed on the next business day. If we are unable to deliver your order within the specified timeframe, we will notify you as soon as possible. Once an order has been processed, no changes can be made to product details (such as item, size, or color).

Crate and Barrel Costa Rica is not responsible for delivery delays or issues caused by circumstances beyond our control, such as natural disasters, labor disputes, or transportation difficulties. 

The transportation service is limited to product deliveries only; it does not include pickup services, returns, or reverse logistics at the customer’s request.

Order Tracking and Customer Support

To track your order, please contact Customer Service via WhatsApp at

 88LINEUP (+506 8854-6387) or email us at info@lineuprewards.com, providing your invoice or order number. Customer Service is available Monday through Saturday from 8:00 AM to 5:00 PM. 

If you need to modify the agreed delivery date, a $35 fee will apply to cover rescheduling and route modification expenses. 

Delivery and Assembly

• Products will only be delivered by Crate and Barrel Costa Rica after the corresponding fees for shipping, rescheduling, route modifications, or storage have been paid.

• Home delivery does not include additional services, such as dismantling doors at the delivery location or performing tasks beyond delivering to the front door and assembling the product (some products arrive pre-assembled and cannot be modified for entry). This applies as long as the delivery location is accessible under normal conditions, is no higher than one floor above ground level, and provides adequate space for both personnel and the product.

• The carrier shall not remove doors, windows, or alter any structural elements in order to deliver the product to the location requested by the customer. In the event that the size of the product prevents delivery to the designated area, delivery shall be deemed complete at the main entrance, where the customer shall receive the product and be responsible for moving it inside by their own means. The carrier shall return a copy of the documents signed by the customer to Crate and Barrel Costa Rica. All further communication must be directed to our Customer Service at 88LINEUP (+506 8854-6387) or via email at info@lineuprewards.com

• Should the customer choose to move the product through inadequate spaces on their own, the customer shall bear full responsibility for any damage to the product or property. Crate and Barrel Costa Rica shall not be liable for any damages to products or premises resulting from unconventional delivery methods. 

• Assembly of the product by any party other than Crate and Barrel Costa Rica will render the product warranty null and void. 

• In the event that damages occur during transportation by Crate and Barrel Costa Rica, or if the customer discovers any manufacturing defect at the time of delivery, the customer may request an exchange, repair, or return of the furniture. Once the product has been received, the customer confirms that the delivered product has been inspected and found free of damage. No subsequent claims will be accepted, except in cases covered under warranty or product malfunction. 

• If delivery is to be made to a third floor or higher without a sufficiently large elevator to accommodate the product, and if the conditions of the premises pose a risk to the product, the building, or the personnel, the delivery shall not be completed. Instead, the product will be delivered to the first floor, and the customer shall be responsible for moving it inside by their own means. 

• For scheduled deliveries, the carrier will wait a maximum of 15 minutes. If the customer does not respond upon arrival at the designated location, the delivery route will continue. Should the customer request a rescheduling, the full cost of the delivery service must be paid prior to a new delivery.

Damaged Shipments

All orders shipped from our Distribution Center are carefully inspected. Before accepting delivery from Crate and Barrel Costa Rica, please inspect the packaging and its contents for any potential damage that may have occurred during shipping.

 If the customer is not satisfied with the product due to damage discovered at the time of delivery, they may refuse to accept the order. The delivery staff is not authorized to resolve any issues; such matters must be handled directly with our Customer Service team at 88LINEUP (+506 8854-6387) or via email at info@lineuprewards.com.

 Storage at Distribution Center

The availability of storage services is subject to the company’s discretion.

If the customer requests delivery of the product for a date later than fifteen (15) business days once the order is ready and/or requires storage service, an additional monthly fee will apply as detailed in the table below:

 

• The maximum storage period shall be ninety (90) calendar days for furniture and thirty (30) calendar days for housewares. After this period, the merchandise will be considered abandoned and returned to the inventory. No refunds will be issued.
•  The customer must pay this storage fee prior to the delivery of the product. If the storage fee is not paid in full, Crate and Barrel Costa Rica reserves the right to withhold the delivery until the outstanding amount has been settled.
• If the customer requires an extension of the storage period, they must contact our Customer Service to verify availability of space. Please note that this process may generate additional charges for the customer.
• To retrieve stored products, the customer must contact our Customer Service team forty-eight (48) hours in advance to coordinate the delivery. If home delivery is requested, the applicable delivery fee will apply according to the delivery zone.
• Please note that the product warranty period begins at the time of purchase, not at the time of delivery or pickup.

Pickup and Delivery at the Distribution Center (CEDI)

If you choose to pick up the product at the Distribution Center, this must be done no sooner than twenty-four (24) business hours after the purchase and only once you have received confirmation that your product is ready for pickup. You will have up to fifteen (15) business days to collect it once the order is ready.

• If the product requires assembly, you must inform us at the time of purchase; otherwise, the product will be delivered unassembled.

• It is the customer’s responsibility to arrange pickup from the Distribution Center through a third party. The customer must ensure that the service provider meets the necessary requirements to safely transport the purchased products. Crate and Barrel Costa Rica will not be liable for any damages occurring during handling, loading, transportation, or unloading. 

• Crate and Barrel personnel must inspect the product with the customer at the time of pickup. If, for any reason, this inspection does not take place, the company reserves the right to apply Crate and Barrel’s warranty policies.

 

 Reservation, Exchange, and Return Policy

 Product Reservations

Customers may reserve Housewares items without a deposit or payment for up to two (2) hours. After this time, the merchandise will be returned to the sales floor.

 Products that are paid for or reserved cannot be stored in the store’s stockroom. Crate and Barrel Costa Rica is not responsible for any damage to or loss of products. Invoiced products that, for any reason, remain in the store’s stockroom for more than seven (7) calendar days will be returned to the sales floor with no refund.

 Home and Decoration Items

• Exchanges and/or returns are accepted within thirty (30 ) calendar days of purchase. The original receipt must be presented for any exchange and/or return. 

• All SALE items are final sale and therefore cannot be canceled, returned, repaired, or exchanged. 

• Products must be in perfect condition, unused, unwashed (where applicable), and in their original packaging. 

• Bedding and bath towels will not be accepted unless they are in their original packaging. 

• If the customer does not wish to select another item during a return, the exact amount will be issued as a Return Voucher. This voucher is valid for one (1) calendar year.

Furniture and Rugs

At Crate and Barrel, we take great pride in the quality and craftsmanship of our furniture. Every piece in our collection is carefully inspected before leaving our Distribution Center. We encourage customers to carefully inspect their furniture upon receipt to ensure satisfaction.

• Our furniture products carry a one (1) year warranty, subject to Crate and Barrel Costa Rica discretion. 
• Furniture and rugs will not be accepted for return without the original purchase receipt (physical or digital). If damages occur during transportation by Crate and Barrel Costa Rica, or if the customer discovers any manufacturing defect at the time of delivery, the customer may request an exchange, repair, or return of the furniture through the carrier.
•  If a manufacturing defect is discovered after delivery, they must contact Crate and Barrel Costa Rica’s Customer Service Center.
•  If the customer is not satisfied with their furniture purchase due to a change of mind or for any other reason, they must notify Crate and Barrel Costa Rica within three (3) calendar days of delivery. The product must then be returned within seven (7) calendar days after delivery.
•  For returns due to a change of mind, the customer must bring the furniture to the Crate and Barrel Costa Rica Distribution Center. The delivery fee charged at the time of purchase is non-refundable. Only the furniture price will be refunded, either through an exchange or a Return Voucher.
• Return Vouchers are valid for one (1) calendar year.
•  If the return is due to a manufacturing defect, Crate and Barrel Costa Rica will cover the transportation costs. Prior to this, the customer must coordinate with Customer Service to provide visual proof of the defect for preliminary evaluation by Crate and Barrel Costa Rica.

 Special Orders

• For special orders and custom furniture, a fifty percent (50%) payment is required before the order can be processed. The remaining balance must be paid in full prior to delivery or pickup.

• No returns or exchanges will be accepted for these products. Once the purchase order has been placed and full payment of the invoice has been made, the order cannot be canceled or modified. Deposits are non-refundable. 

• If the product arrives with damage or defects caused during transportation, Crate and Barrel Costa Rica will assume responsibility for either the necessary repair or the replacement of the product, as applicable. We reserve the right to determine the most appropriate course of action. 

Store Samples and Discounted Products

All store samples are sold "as presented" and require full payment at the time of purchase. Samples are final sale therefore cannot be canceled, returned, repaired, or exchanged for defects visible at the time of purchase.

Non-Refundable Fees

• Shipping and handling fees are non-refundable.
• Shipping and return costs are the responsibility of the customer and are non-refundable.
• Storage fees are non-refundable.
• The fee for a new route or location is non-refundable.

Online Purchases

The online store guarantees to maintain an adequate inventory of the products offered by the brand. However, due to the dynamic nature of the retail business, product availability and turnover are constantly changing, and stock levels may vary at any time. If one or more items in the order are not available, they will be refunded.

Online Order Cancellation

You may cancel your order if it has not yet been delivered to the customer. The refund will be issued to the original payment method used for the purchase. 

Cancellations must be processed through our online chatbot or by contacting our Customer Service team at 88LINEUP (+506 8854-6387)

 Online Purchase Refunds

Refunds for online purchases will be processed under the following conditions:

• Exchanges and/or returns of items are accepted within the first sixty (30) calendar days from the date of purchase. To request an exchange or return, the original invoice must be presented:
• For Home, Kitchen, or Decor items or smaller products, please visit the corresponding store.
• For Furniture or large items, please visit our Distribution Center located in Lindora. To coordinate your visit, please contact our Customer Service team at 88LINEUP (+506 8854-6387)
• The refund will be issued to the original payment method used for the purchase.
• The product must be in perfect condition, unused, and unwashed (when applicable), and in its original packaging. Bedding and bath towels will NOT be accepted if they are not in their original packaging.

 Promotions and Discounts Policy

All promotions and discounts offered in physical stores and online are subject to the following policies: 

Validity and Availability

• Promotions will have a specific purchase deadline. Discounts may be temporary and are subject to the indicated dates or product availability.

Exclusions

• Certain products may be excluded from promotions or discounts in physical stores and online, unless otherwise stated in the promotional communication.

Changes to Sale Items

• Crate and Barrel Costa Rica reserves the right to add, remove, or modify items included in a promotion at any time without prior notice.

Offer Conditions

• Offers are non-transferable.
• They have no cash value and cannot be redeemed for their monetary equivalent.
• Adjustments will not be made for previous purchases.
• Promotions may not be combined with other offers, discounts, or promotions unless otherwise stated.
• Promotions do not apply to clearance merchandise unless otherwise indicated.

Online Purchases

Online purchases are subject to inventory availability. If an item is not available, a partial refund will be issued for the missing item.

Promotions may vary between physical stores and online.

 Additional Restrictions

Additional restrictions may apply depending on the specific terms of each promotion. 

 

Gift Registry Return and Exchange Policy

General Policies

• Registrants have sixty (60) calendar days from the date of purchase to make exchanges and/or return Home and Decoration items they do not wish to keep. For Furniture and Rugs, exchanges and/or returns must be completed within three (3) calendar days from the date of delivery.

•  To process exchanges, the gift receipt attached to each product must be presented. Without the gift receipt, exchanges cannot be processed immediately.

•  A Return Voucher will be issued for items being exchanged, and the balance will be valid for one (1) calendar year from the date the exchange is made.

• Registered customers receive a 5% return benefit based on the total value of their gift registry purchases, valid up to seven (7) calendar days after the event date. This benefit will be provided on a Gift Card, valid for one (1) calendar year. The Gift Card is bearer and Crate and Barrel is not responsible in case of loss or theft. 

• Any refunds made to the gift registry due to out-of-stock items will be issued to registrants on the same 5% return Gift Card. The cut-off applies up to seven (7) calendar days after the event date.  

•  If registrants receive products purchased on SALE, these items cannot be returned. 

• Only the registrants themselves may make product exchanges. To do so, an appointment must be scheduled in advance with the Gift Registry coordinator through Customer Service. Registrants may also authorize another person in writing through Crate and Barrel Costa Rica Customer Service to make changes on their behalf.

• Products added to the gift registry are subject to seasonal changes and discontinuation. Crate and Barrel Costa Rica is not responsible in the event that this occurs.

Gift Registry Delivery

Gift Registry deliveries from Crate and Barrel will be made free of charge only within the Greater Metropolitan Area (GAM), subject to case-by-case review.

For Gift Registry deliveries outside the area defined by Crate and Barrel Costa Rica, current shipping rates will apply, or the items may be picked up at the Distribution Center in accordance with the policies described above. Restrictions apply.

• Gift registry registrants may designate one or more individuals to receive the gift items. These individuals must be of legal age, be present at the address previously registered in the Gift Registry, and provide a valid identification document.

• The person delivering Gift Registry items on behalf of Crate and Barrel Costa Rica will carry proper identification. Identity verification must be performed by the registrants or by those formally designated through Customer Service before the delivery personnel are allowed access to the home.

• Gift registry deliveries are cumulative and will be scheduled weekly on Thursdays between 8:00 AM and 5:00 PM. 

• At the time of delivery, the registrants or the designated recipients must review the gift items and sign a receipt document, including full name, signature, and date, confirming that all items were received in perfect condition.

• If, for any reason, delivery is attempted and no one is present at the address provided by the registrants to receive the items, the delivery will be rescheduled upon further coordination. Fees and restrictions apply.

• If the gift item to be delivered is a piece of furniture that requires assembly, a special delivery will be coordinated to include technical support for assembly. 

• If registrants receive furniture as a gift and are unable to store it immediately, storage service will be provided free of charge by Crate and Barrel Costa Rica for up to thirty (30) calendar days after the purchase of the item. After this period, the aplicable storage fee will be charged. 

Design Trade Program Policy

 Program Policy

Upon meeting the requirements and subject to the terms, participants in the Design Trade Program ("Participant") will receive a Cash-Back Bonus equal to ten percent (10%) of the invoiced amount. The bonus will be credited directly to the bank account the Participant registered in the program and that has been previously validated and approved by Crate and Barrel Costa Rica (the “Company”). Rights and benefits under this program are non-transferable.

• The Participant is responsible for paying any and all taxes, service fees, and other charges on the amounts received, in accordance with applicable laws and regulations. 

• The Participant acknowledges that access to the benefit is available only for purchases made in physical stores or through the Trade Program with an authorized Company associate. 

• The Participant may only earn points under the Line Up Rewards loyalty program when the purchase is made directly under the name of the Participant. Points will not be awarded for purchases made under companies or third parties.

 Products purchased under the Design Trade Program are intended for direct use in commercial, residential, and corporate projects. Purchasing for resale is considered a violation of these terms.

 If working with clients who have tax-exempt benefits in Costa Rica (e.g., consular exemption or similar), both the client and the Participant must appear in person at physical stores with the relevant credentials and documentation to complete the transaction.

Eligibility Requirements

An applicant who is a credentialed designer, architect, or décor professional may participate in this Designers Trade Program upon the Company’s approval by submitting the following: 

1. A business card indicating the applicant's profession, an ID badge with a photo, or a design firm's website listing the applicant's name.
2. A completed application form. Incomplete applications will not be accepted.
3. Participants must notify the Company of any relevant changes to the information provided in their registration form.
4. The Company is not responsible for issues arising from banking network conflicts or connection problems.
5. The Company reserves the right to make all decisions regarding membership at its sole discretion.
6. Employees of Crate and Barrel or companies under the same holding in Costa Rica are not eligible to participate.
7. The Company may review and terminate a Participant's eligibility if it determines that the terms of this agreement have been violated. Participants will be notified if they are no longer eligible.
8. Participants may cancel their membership by sending an email to sofia.espriella@ar-holdings.com and design.desk@ar-holdings.com
9. The Company reserves the right to suspend the program at any time at its discretion.

Cash-Back Reimbursement

The Participant will receive a Cash Back of ten percent (10%) of the product invoice amount. This amount will be paid in the same currency in which the purchase was made. Any cash payment that the Company must make in favor of the Participant will be made by bank transfer to the account designated by the Participant in the application form.

To process any payment:

• Before any payment can be processed, the Participant must submit a professional services quotation in the name of INVERSIONES CBCR S.A. to sofia.espriella@ar-holdings.com and design.desk@ar-holdings.com

• Once the service quotation has been approved, THE COMPANY will send THE PARTICIPANT the corresponding purchase order, including the purchase order number, through the Oracle portal. Once received, THE PARTICIPANT may issue the corresponding electronic invoice, which must be personally generated by THE PARTICIPANT and issued in the name of INVERSIONES CBCR S.A., legal ID number 3-101-473595.

The invoice must be uploaded to the Oracle portal following the process outlined in the supplier user manual. The invoice must include the PO number indicated on the purchase order, a description of the service provided, the name of the person who performed the service, as well as the identification numbers, bank account number, and IBAN account.

This electronic invoice must fully comply with all requirements established by the current tax regulations. 

• The Company will only accept invoices between the 1st and 24th of each month, and payments will be made thirty (30) business days after invoices have been correctly received. Participants may check the payment status of their invoices within the Oracle portal. 

• Once this Agreement has been signed, the Participant has one (1) calendar month after the purchase to submit the registration form with the required supplier information in the Company’s Oracle portal and the corresponding quotation or proforma as previously indicated; otherwise, the Company will have no obligation to make any payment to the Participant. 
• The Participant must present a valid photo ID to access the benefit when making purchases in-store. 

• Purchases of gift cards, services, shipping fees, or other expenses not related to the direct purchase of in-store products are not eligible for Cash Back.

• The Company reserves the right to process the transfer only once the purchase is considered final, including a maximum period of thirty (30) calendar days in which no returns have occurred. 

• Products already invoiced and included as part of the Cash Back benefit that are later returned or exchanged under warranty will not be considered a new purchase and will therefore not qualify again for the benefit.

Communication and Privacy

• The Company may contact Participants directly regarding changes to the Design Trade Program. 

• Participants in the Designer Program will be automatically enrolled to receive marketing emails. Participants may unsubscribe at any time. 

• The Participant agrees to the Company’s Privacy Policy. 

• The Participant confirms having read, understood, and fully accepted the terms and conditions set forth in these policies

Textile Personalization Policy

1. Service Scope

The personalization service is available exclusively for selected textile items purchased at our Crate & Barrel Costa Rica store located in Avenida Escazú.

Eligible products may include:

• Cushions and pillow covers
• Towels
• Plush toys
• Cloth napkins
• Bed sheets
• Duvets and duvet covers
• Pillowcases and shams
• Bathrobes
• Textile placemats
• Aprons
• Other textile products previously approved by the brand

Not all textile items are eligible for personalization. Availability is subject to inventory and product suitability, as communicated in-store.

 

2. Permitted Personalization Options

Personalization is offered exclusively through embroidery using formats and options approved by Crate & Barrel Costa Rica.

A maximum of 10 characters is allowed.

Available options include:

• Initials
• First names
• First and last name
• Simple words

The following are not permitted:

• Third-party logos
• Custom artwork or designs
• Modifications to approved font styles
• Customer-supplied artwork or graphics

3. Fonts and Formatting

Only pre-approved fonts available through the embroidery system may be used.

Customers may not request modifications to font size, style, or design beyond the available approved options. The selected font and thread color must be confirmed prior to the start of production.

Once the embroidery process has begun, changes cannot be made

4. Available Colors

The service offers a selection of up to nine embroidery thread colors approved by the brand.

• Available colors will be displayed in-store.
• Requests for colors outside the approved palette cannot be accommodated.
• The selected color will be embroidered as displayed in the sample provided.

 5. Maximum Quantity per Purchase

To maintain quality standards and ensure timely service, Crate & Barrel Costa Rica may establish limits on the number of items eligible for personalization per transaction or customer.

During periods of high demand, these limits may be adjusted without prior notice.

6. Turnaround Times and Pricing

Delivery times depend on the selected service option:

Standard Personalization
• Turnaround time: 3 business days
• Cost: USD $5 per item

LUP Epic Plus Members
• Up to 5 personalized items per invoice at no additional charge.

Gift Registry Customers
• Up to 10 eligible personalized items per registry opening at no additional charge.

Turnaround times are estimates and may vary depending on order volume and product availability.

7. High-Demand Seasons

During holidays, promotional events, and other peak periods, Crate & Barrel Costa Rica reserves the right to:

• Temporarily suspend the personalization service
• Adjust turnaround times
• Limit quantities per customer

Any such conditions will be communicated through our stores and applicable customer channels.

8. Exchanges, Returns, and Refunds

Due to the customized nature of personalized products, embroidered items are not eligible for exchanges, returns, or refunds once the personalization process has been completed.

If an issue occurs during the personalization process and replacement inventory is unavailable, a refund will be issued only for the affected item that could not be successfully personalized.

Customers are responsible for reviewing and approving the selected text, font, and thread color before authorizing production.

 9. Customer Responsibility

Customers are responsible for:

• Verifying the spelling and accuracy of the requested text
• Confirming the selected font and thread color
• Accepting the applicable turnaround times and service conditions

Once the personalization details have been approved by the customer, Crate & Barrel Costa Rica shall not be responsible for errors resulting from the information provided or approved by the customer.

10. Acceptance of Terms

By requesting and using the personalization service, the customer acknowledges and accepts the terms and conditions set forth in this policy.

This policy will be:
• Accessible in printed and/or digital format
• Explained by a store associate prior to processing the order, upon request