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Returns

At West Elm, we take great pride in the quality of our merchandise. Most items are eligible for return within 30 days of purchase or delivery for a refund of the merchandise value. Please contact us right away with any concerns about defective or damaged merchandise. If we shipped the wrong product or your order is damaged in transit, please contact us within 7 days. Proof of purchase is required for all returns. Please review our full return policy, including items ineligible for return, before starting the return process.

 

INELIGIBLE ITEMS

The following items are not eligible for returns or exchanges, unless defective:

  • Monogrammed items
  • Mattresses
  • Gift Cards
  • Made to Order or other customized items, including custom rugs and furniture
  • Final sale items (with prices ending in $.X7 or $.X9)
  • Items damaged through normal wear and tear

 

WAYS TO RETURN

  • Return by Post - Start the process through your account profile. If you checked out as a guest, please contact Customer Care.
  • Returns by Phone - Please contact our Customer Care team toll free at 1 855-860-1082, 8am - 9pm 7 days a week, to initiate a return. Note that the return process for all furniture items must be started by calling Customer Care.

 

PROOF OF PURCHASE

A valid proof of purchase is required to issue refunds or merchandise credit for eligible items. We will accept all of the following as proof of purchase.

  • Original paper or gift receipt
  • Electronic receipt
  • Original packing slip (with order number visible)
  • Order number

 

REFUNDS

  • Original Receipt for In-Store Purchases - Returns with the original receipt will be refunded in the original form of payment.
  • Gift Receipt - Returns with a gift receipt will be refunded in the form of a Merchandise Credit for the amount on the gift receipt.
  • Delivery Fees - Delivery fees are non-refundable.
  • Cash & Cheque Refunds - Refunds over $100 (other than those refunded in the form of a Merchandise Credit) will be issued as a company cheque and mailed to you (may take 14 business days).
  • Over $10,000 - If your return for Merchandise Credit Cards is greater than $10,000, we will issue you $10,000 in Merchandise Credit Cards to you that day, then mail additional Merchandise Credit Card(s) for the remaining amount owed to you in subsequent days.
  • Purchases are not eligible for price adjustments.

 

RETURN SHIPPING FEE

  • Stores – You can easily return most items to your local West Elm location.
  • Return by Phone – You can contact our Customer Care team to process your return. 
    • If a return is due to damage or an error on our part, a return shipping label will be provided at no cost to you.
    • If a return is due to other reasons, and is returned using our provided shipping label, we'll deduct the cost of return shipping from your refund. 
      • Small Parcel Returns are charged at $15 per order. These are small items which are shipped together within a single box under one return shipping label. 
      • Large Parcel Returns are charged at $40 per order. These items are shipped individually in it's own dedicated box.