Frequently Asked Questions

Top Questions

How do I earn Key Rewards?
Every time you shop, let us know you’re a Key Holder by providing your registered phone number at checkout.
How much do I earn?
Key Holders earn 3% back in rewards on qualified purchases across our family of brands. See our Terms and Conditions for more details.
When will my purchase be added to my account?
Your account balance will be updated 48 hours after purchase or shipment.
When can I spend my Key Reward?
30 days after earning $15 or more, a reward code will be sent to your inbox and displayed on this dashboard until used or expired.
Can I earn Key Rewards and Credit Card Rewards on the same purchase?
You will earn either Key Rewards or Credit Card Rewards, not both.

Joining the Key Rewards

How do I join the Key Rewards?
You can enroll in The Key Rewards online, over the phone (1-844-445-7670) or in stores.
Is a purchase required to join the Key Rewards?
The Key Rewards is free to join; there is no purchase required to enroll.
I have a store Credit Card. Can I sign up for the Key Rewards too?
Absolutely. Williams Sonoma, Pottery Barn and west elm Credit Cardholders are invited to join The Key Rewards, and will earn either Key Rewards or Credit Card Rewards on their transaction. To maximize your earnings, shop at a brand and use that brand’s Credit Card. To earn when you shop at our other brands, provide your registered phone number and get 3% back in rewards from The Key Rewards. For the sake of clarity, a Key Holder cannot earn both Key Rewards and Credit Card Rewards on the same transaction. For Terms and Conditions of the Credit Card Rewards programs, go to:  

Earning Rewards

How do I earn Key Rewards?
Every time you shop, let us know you’re a Key Holder by providing your registered phone number at checkout.
How much do I earn?
Key Holders earn 3% back in rewards on qualified purchases across our family of brands. See our Terms and Conditions for more details.
When will purchases be added to my account?
Your account balance will be updated 48 hours after purchase or shipment.
Can I earn Key Rewards and Credit Card Rewards on the same purchase?
You will earn either Key Rewards or Credit Card Rewards, not both.
If my phone number was missing from a purchase, can I still earn Key Rewards on that purchase?
At this time, you must provide your registered Key phone number when you make a purchase to earn rewards with The Key. If you forgot to provide your phone number at checkout, please call our Care Center at 1-844-445-7670.
Where can I earn Key Rewards?
You can earn 3% back in rewards every time you shop with your registered phone number at Williams Sonoma, Williams Sonoma Home, Pottery Barn, PBteen, Pottery Barn Kids, west elm, and Mark & Graham. Purchases can be made online, over the phone (1-844-445-7670) with our Care Center, or at any store location, including Outlets. At this time, Rejuvenation is not included in The Key Rewards.
Are there any limitations on earning rewards?
Rewards are not earned on taxes, shipping, items fulfilled by third parties (including Williams Sonoma Wine, eGiftcards, Square purchases, installation services, donations, and bag fees) or purchases made with a store Credit Card, gift card, or merchandise card. Bulk gift cards and volume purchases also do not earn Key Rewards. Any purchase, or portion of a purchase, made with Key Rewards will not earn rewards. Rewards can currently be earned on U.S. and Puerto Rico purchases only. Orders placed or shipments delivered outside the United States or Puerto Rico are not currently eligible to earn rewards. At this time, Rejuvenation is not included in The Key Rewards.

Account Information

How can I see my Key Rewards balance?
After logging into your account, click The Key Rewards in the navigation bar. You can access your Key Rewards dashboard here. You can access the My Rewards dashboard at the following locations: Pottery Barn: https://www.potterybarn.com/account/keyrewards Pottery Barn Kids: https://www.pbkids.com/account/keyrewards PBteen: https://www.pbteen.com/account/keyrewards west elm: https://www.westelm.com/account/keyrewards Williams Sonoma: https://www.williams-sonoma.com/account/keyrewards Mark & Graham: https://www.markandgraham.com/account/keyrewards
Why is my Key Rewards balance different than I expected?
If you lose your emailed Reward Certificate, you can always access it online through the Key Rewards Dashboard, at registers in our stores, or through our Care Center. You can use your Reward Certificate until it expires.
Where are my Key Rewards issued before March 20, 2018?
Your Key Rewards balance might be impacted by one of the items below: 1.Timing: Key Rewards display 48 hours after you bring home an in-store purchase or after each item ships. 2.Payment Type: You may have earned Credit Card Rewards instead of Key Rewards, or you may have paid with an ineligible card (e.g. gift cards and merchandise cards). 3.Eligibility: Part of your purchase might be ineligible for Key Rewards. Shipping, taxes, installation fees, The Williams Sonoma Wine Club, and gift cards purchased online do not earn Key Rewards. For more information on ineligible purchases, please see our Terms and Conditions. 4.Phone Number: You must use your registered phone number at checkout to earn Key Rewards. If you need help with a past transaction, call our Care Center at 1-844-445-7670.
How do I update my Key Rewards account contact information?
Call our Care Center at 1-844-445-7670 to update your information.
What if I lose my Reward?
If you lose your emailed Key Reward, you can access it on any of our brand websites through the Key Rewards link, at registers in our stores, or through our Care Center. You can use your Key Reward until expiration.
Where are my Credit Card Rewards?
The Key Rewards is separate from the store Credit Card Rewards programs. For more information, visit the Credit Card website for Pottery Barn, Williams Sonoma, or west elm.

Redeeming Rewards

When will I receive my Key Reward?
30 days after earning $15 or more, a reward code will be sent to your inbox and displayed on The Key Rewards section of our brand websites.
How can I redeem my Key Reward?
You can redeem in stores, online, or by phone using the code on the reward.
How do I know my Key Reward was deducted from my order total?
The order total reflects the full amount of your purchase before subtracting any Key Reward. Redemptions will be listed separately on your order confirmation.
Can I use my Key Rewards, Credit Card Rewards, and a promo code on the same order?
Yes, you can. Key Rewards, Credit Card Rewards, and promotions are combinable as long as the promo code and rewards are valid for your purchase.
Can I use my Key Rewards across your family of brands?
Yes, you can. You can redeem a Key Reward across our family of brands, no matter where you earned them.
Where are my Credit Card Rewards?
Credit Card Rewards are issued in your monthly Credit Card billing statement or sent directly to you via mail.
How long is my Key Reward valid?
Your Key Reward is valid for 90 days after issued. In addition, after two years of inactivity any remaining account balance under $15 will expire.
Can I purchase a gift card with my Key Reward?
Customers are not able to purchase gift cards with a Key Reward. However, you can earn rewards on any gift cards you purchase. Purchases made with a store gift card are not eligible to earn rewards.

Refunds and Transfers

Is my Key Reward refundable?
Yes, your Key Reward is refundable if the item(s) purchased with a Key Reward is returned within the 90-day expiration window. After the return, the Key Holder will receive a new Key Reward and any remaining balance will be available online, in stores, and through our Care Center until expiration. When cancelling an order on the same day, your Key Reward may not be available for up to 24 hours.
Can I transfer my rewards to another person?
Currently we do not support the transfer of rewards.

Trade Members & Associates

Are members of Williams-Sonoma, Inc.’s “To The Trade” program eligible to earn rewards?
Yes! Design professionals enrolled in our “To The Trade” program are eligible to enroll and earn rewards in The Key Rewards. However, bulk gift card and volume purchases are not eligible to earn rewards.
Are Williams-Sonoma, Inc. associates eligible for the Key Rewards program?
Yes! All associates across our family of brands are eligible to participate in the program. Don’t see your question here? See our Terms and Conditions or call our Care Center at 1-844-445-7670.

Digital Card for Mobile Wallet

What are the benefits of a digital card?
A digital card allows easy access to see your Key Rewards membership number and available Key Rewards on your mobile device through Apple Wallet or Google Pay.
How do I know if my phone is compatible?
Our digital card is available on Apple Wallet for iOS devices and Google Pay for Androids. Most iOS and Android devices come with a pre-installed wallet app. You can also download Apple Wallet or Google Pay from the App Store.
How do I download mobile wallet?
Apple and Google Pay come pre-installed on most iOS and Android devices. You can also download the apps in the App Store® or Google Play™ store if not already installed on your mobile device.
How do I add my Key Rewards digital card?
To add Key Rewards to Apple Wallet or Google Pay, open your welcome email, reward email, or the My Key Rewards website on your desktop or mobile device. Then tap the “Add to Wallet” button and follow the instructions on the screen. Once downloaded, your digital card will automatically update to show all your available rewards. iOS Tip: If you open the link on desktop, you can scan the QR code to add your digital card even faster.
Is there any additional cost associated with digital card?
No, digital card does not require any fees. However, your cellular carrier may charge a fee to browse internet on smartphones. Please consult your cellular plan for any additional charges.
Is the digital card safe?
Yes, digital card securely keeps your reward information from being exposed or mishandled when redeeming purchases. If your device is ever lost or stolen and you have not been able to disable your wallet via your service provider’s cloud login, you may contact our Care Center at (844) 445-7670 to disable or reissue open certificates.
How do I redeem Key Rewards with my digital card?
When you’re ready to redeem, provide your phone number in-store or enter your reward number online. Tap (…) for more details on an iOS system or scroll down on a Google device to view available rewards. Each reward number will show the associated amount and expiration date. To redeem rewards online or by phone, enter the code at checkout before submitting your order.
How can I see my total Key Rewards on my digital card?
Total rewards are shown at the top of your Key Rewards digital card. To view the full list of rewards, including amount and expiration dates, tap (…) for more details and see the back of your membership card on an Apple device or scroll down to see additional rewards on Google Pay.
Why is my digital card showing $0.00 even though I shopped?
You will earn a reward once your account balance hits $15.00 or more. Then it will also appear on your digital card. To check your account balance, please visit The Key Rewards on any of our brand websites.
What happens to my Key Rewards when I replace my device?
If you replace your device, you may have to add your Key Rewards card again to Apple Wallet or Google Pay depending on your device and login information. Please log in to The Key Rewards web page to view your personalized link to download your digital card.
What if I need to return an item purchased with a digital card reward?
Your Key Reward is refundable if the item(s) purchased with a Key Reward is returned within the 90-day expiration window. After the return, the Key Member will receive a new Key Reward and any remaining amount will be appear on the digital card, online, in stores, and through our Care Center until expiration. When cancelling an order on the same day, your Key Reward may not be available for up to 24 hours.
What if I have more than one Key Reward?
You can see multiple rewards on your Key Rewards digital card. Available rewards will automatically display on the back of your virtual membership card on Apple Wallet, or if you scroll down on the Google Pay card. Tap for more details to view all open Key Rewards.
When I earn a reward or return a reward, how long will it take to appear on my digital card?
Your reward will show up once the reward balance reaches $15.00. Your account balance will be updated 48 hours after purchase or shipment.
Can I view my digital card on multiple devices?
Yes. You can add your membership card to multiple devices by visiting the email or Key Rewards landing page and clicking on the link to download the pass to your device.
Why is my digital card showing out-of-date information?
You may need to refresh your digital card. On a device with Apple Wallet, flip to the backside of the card and swipe down to refresh the data. On a device with Google Pay, pull down to refresh the card data when you are in the Home tab of Google Pay.
Who do I contact with questions about my digital card?
Please contact our Care Center at (844) 445-7670 for questions and support.