West Elm Return Policy: 30-⁠Day Window, Furniture Returns & Exclusions

West Elm's return rules are short, but they split sharply between small items you can drop at a store or ship by UPS and furniture that has to be arranged by phone. Here is what the policy covers, with each rule tied to West Elm's own customer service pages.

How long you have to return to West Elm

The clock starts when you receive your order, not when you place it. Eligible items can be returned within 30 days of receiving an order for a refund of the merchandise value ¹. The exception is Quick Ship upholstery: those pieces get only 7 days ¹.

Quick Ship is the label West Elm puts on upholstered items that are already stocked in a warehouse and can be delivered within 2 to 4 weeks ¹. If you chose a sofa or chair because it was Quick Ship, plan to check it right after delivery.

Receipt rules

West Elm needs proof of purchase every time. An original receipt or gift receipt is required for returns ¹, and that applies to all returns and exchanges made in stores as well ¹. Items without an original receipt or gift receipt are listed as not eligible for return ¹.

What West Elm won't take back

West Elm lists these items as not eligible for returns ¹:

• Items without an original receipt or gift receipt
• Monogrammed or personalized items
• Made-to-order items, including custom rugs and furniture
• Mattresses
• Gift cards
• Open box and final sale items (prices ending in $.97)
• Items damaged through normal wear and tear

Personalization is final: West Elm says it does not offer returns on personalized products and asks you to verify your monogram before buying ¹. E-gift cards can't be returned or canceled once they have been received ¹.

How to return an item

You have three routes, depending on what you bought:

1. By UPS. Start an online return on West Elm's site and it will create a UPS shipping label for you to take to a UPS drop-off location ². Pack items in the original manufacturer's box with enough padding to prevent damage in transit ². If you need the label again, returns processed online in the last 7 days can be reprinted ².
2. By phone, for furniture. For non-custom furniture and other oversized items, call Customer Service at 1.888.922.4119 ¹.
3. In a store. Most non-furniture items can be returned to a local West Elm store; West Elm outlet stores are excluded ¹.

The online UPS return only works for items originally shipped to the United States, including US territories and APO/FPO addresses ².

Return shipping costs and refunds

Depending on the reason for the return, you may be responsible for return shipping costs ². West Elm describes the refund as a refund of the merchandise value ¹, so don't expect anything beyond the item's price unless Customer Service tells you otherwise.

If you paid with a West Elm e-gift card, the refund comes back as a merchandise credit that you can use online, in stores or by phone ¹. West Elm's captured pages don't state refund timing for card payments.

Returning a gift

Gifts follow the same window and receipt rules: you need the gift receipt (or the original receipt) to return or exchange the item ¹. When you start an online return, the form asks whether you purchased the item or received it as a gift ², so have the gift receipt at hand before you begin.

Cancel instead of return

If the order hasn't arrived yet, a change or cancellation may be easier than a return. Contact Customer Service at 1.888.922.4119 to change or cancel an order ¹. Front Door deliveries can't be canceled because they are processed immediately, and West Elm notes that some items can't be changed or canceled at all ¹.

Quick tips

• Note the delivery date: the 30-day window counts from when you receive the order, and Quick Ship upholstery gets only 7 days ¹.
• Keep the original manufacturer's box until you're sure the item stays ².
• For a sofa, bed or other large piece, call 1.888.922.4119 rather than heading to a store ¹.
• Skip the outlet: West Elm outlet stores are excluded from store returns ¹.

Compare with other home-furniture retailers on the IKEA store page, or browse all return policies. More West Elm details live on the West Elm store page.