At West Elm, we strive to ensure you are fully satisfied with every purchase. If you need to return an item, please review the guidelines below that govern our return policy.

Return Requirements

To be eligible for a return, items must be in new, unused condition with original tags and packaging. Custom furniture or specialty orders also fall under this policy if cancellations occur before entering production.

We are unable to accept returns if:

Review product details closely before purchasing to ensure it meets your needs and specifications. If an item arrives damaged, incomplete, or not as represented, please contact Customer Service right away for next steps regarding replacement, refunds or repairs.


Return requests must be initiated within 30 calendar days of delivery receipt. For undelivered packages rejected upon shipment arrival, you have 14 days to confirm non-acceptance with Customer Service.

We cannot accommodate returns outside of these timeframe windows due to extended lapses. Extenuating circumstances may occasionally allow flexibility if discussed with a representative.

How to Start a Return

Contact a Customer Service agent through live chat, phone, email, or social media to begin processing your return. Please have your 7-digit Order Number readily available for reference along with specific item details.

Based on return qualifications and restock viability, we will discuss resolution options around refunds, replacements, repairs or account credits. An issued Return Merchandise Authorization (RMA) is required prior to shipping items back per provided instructions.

Once received and inspected at our returns processing facility, the provided refund method will be finalized within 2-3 billing cycles. Replacement items will ship separately if applicable. Credit card returns are typically faster processing than check or money order refunds.

Return Shipping Costs

The customer is responsible for covering return shipping fees back to our processing facility. We recommend sending items with careful packaging and sufficient insurance to protect against loss or damage in transit.

Use provided return shipping labels when possible to optimize tracking. Carrier receipts should be retained as documentation until refund confirmation. If labels are unavailable, retain an account of shipping expenses for potential reimbursement eligibility.

In extenuating circumstances where return necessity is our direct oversight, West Elm may offer prepaid mailing materials or shipping reimbursements following completed receipt and evaluation.

Refund Details

Once returned items reach our inspection team, the following will be determined regarding inventory restock and refund value:

Restockable items in new condition

Returned merchandise intact with original packaging and parts may be approved for warehouse restock. A full refund will be issued through your original payment method.

Open box or damaged items

Slightly distressed returns unable to be resold as new may still qualify for refunds. While full reimbursement cannot be guaranteed due to compromised resell value, we strive for reasonable settlements.

Denied returns

In limited situations where items arrive unsellable due to excessive damage from use or attempted alteration, no refunds can be granted. We document all analysis with photo evidence and detailed condition reports should disputes arise.

Refund timing

Once our inspection process completes within 5-7 business days, expect refund distribution across the next 1-2 billing cycles. Contact Customer Service if payment delays extend longer without notification.

Partial refunds

For large furniture pieces damaged in transit that are repairable, West Elm may issue partial reimbursements since items can still be restored to usable condition for the customer. All separately assessed repair costs or new part fees will be deducted from total return amount.

Store credit

Alternatively, customers can request store credit towards future purchases in lieu of check or credit card refunds. These account credits do not expire and maintain original item value amounts.

Let us know if you have any other questions related to return qualifications, timeframes, instructions, or refund status. Our representatives are ready to guide you through each detail along the way!