Frequently Asked Questions
Looking for FAQs for International shopping? Click here.
To change or cancel your order, please contact Customer Service at 888.922.4119. UPS deliveries cannot be canceled as they are processed immediately to ensure quick arrival. We cannot accept returns on monogrammed, personalized, final-sale or special-order items, or on items damaged through normal wear and tear. View Full Return Policy.
Prices are subject to change — including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.
Retail prices in our Canada and Puerto Rico stores sometimes vary from the pricing in our catalog and on our website.
We happily accept returns on stocked items—i.e. products we have on hand for immediate shipment—within the timeframes listed below. Products designated as special order (SPO)—i.e. custom ordered just for you—cannot be returned. All items on our website and in-store are considered ‘stocked’ (including Quick Ship upholstery items) unless expressly identified as ‘special order’ instead. Prior purchases are not eligible for price adjustments. Please familiarize yourself with our returns policy before placing your order.
If you are dissatisfied with your purchase of a stocked item, you must exchange or return it within the following timeframes for a full refund of the merchandise cost (delivery fees are non-refundable). Outside these timeframes, we will replace or refund your purchase against manufacturer's defects ONLY. Please note that we cannot accept returns on gift cards or items damaged through normal wear and tear. We also cannot accept returns of final-sale items, which are identified by a price ending in .99 or .97.
- Quick Ship upholstery items must be returned within 7 days of the order receipt date.
- All other stocked products must be returned within 30 days of the order receipt date.
Special Order Items (SPO)
Because they’re custom made to your specifications, special order items may not be returned and are exchangeable against manufacturer’s defects ONLY. SPO includes special order upholstery items, monogrammed/personalized items, special order rugs, one-of-a kind rugs and any products being shipped directly from a third-party vendor. Any special order items will be flagged as ‘special order’ in your shopping cart. New Jersey customers: Special-order upholstered furniture returns are subject to applicable state law and are non-returnable after 24 hours of delivery.
For further assistance please call our customer service department at 1.888.922.4119 or send an email to firstname.lastname@example.org.
International Returns: Online returns are available only for items that were shipped to the United States. If you would like to return items that were shipped outside of the US, please see International Returns and Exceptions.
For complete information about our return policy, visit our Returns page.
Shipping + Processing
We strive to ensure high-quality delivery at a great value, most items ship from our warehouse and will arrive within 5 business days of our receipt of your order. We'll notify you by email or mail if there's a delay.
We offer 2 shipping and processing options on most items: Standard Ground Delivery and Rush Delivery.
In addition, we deliver select items via In-Home Delivery.
For complete shipping information, see our Shipping and Processing page.
Sales tax on the merchandise total is charged for items shipped to the following states and US territories: AL*, AR*, AZ*, CA*, CO*, CT*, DC*, FL*, GA*, HI*, IA, ID, IL*, IN*, KS*, KY*, LA*, MA, MD*, ME*, MI*, MN*, MO*, MS*, NC*, ND*, NE*, NJ*, NM*, NV*, NY*, OH*, OK, PA*, RI*, SC*, SD*, TN*, TX*, UT, VA*, VT*, WA*, WI*, WV*, WY and Puerto Rico*. States and US territories marked with an asterisk also collect taxes on shipping and processing charges. Except as otherwise noted, all sales are made by Williams-Sonoma DTC, Inc., and the local sales tax of the delivery destination is also charged. All sales shipped to Texas locations are made by Williams-Sonoma DTC Texas, Inc., and the sales tax is based on the location where the order was received. Orders shipped to California locations are F.O.B. destination point which means title passes in California.
For further assistance please call Customer Service department at 1.888.922.4119 or send an email to email@example.com.
Most of our smaller items, up to approximately 48" in length and 50lbs in weight, can be shipped to PO boxes and APO/FPO boxes.
If you have questions about whether or not we can ship to your PO box, feel free to get in touch with us directly at 1.888.922.4119, or email us at firstname.lastname@example.org.
At present, we are unable to ship large or oversized furniture items to Hawaii. This includes all items denoted as having a "Delivery Surcharge" at checkout. All other items are available for shipment to Hawaii via UPS.
Delivery + Assembly
We normally ship furniture via our common carrier or an alternate delivery service, allowing us to reliably track your purchase en route.
Items marked as In-Home Delivery are delivered by appointment. Our delivery service will contact you for an appointment.
Home Delivery is available within the 48 contiguous states only. For more information please call 1.888.922.4119.
We deliver most of our bed frames via our standard carrier. Select bed frames are delivered by our In-Home Delivery service. We bring them into your home, unpack and inspect them, set them up and remove all packaging.
We're happy to place headboards, in their original packaging, in any room you desire, but we're not able to unpack, inspect or attach them to existing bed frames. Product pages indicate how each bed is delivered.
Furniture, rugs and other large items are bulky and heavy, so our cost to ship them is higher than for other items. These large items have a delivery surcharge listed in parentheses ($) after the item price.
Assembly Instructions for our products can be found on each product page.
They're also available for you to download on our Assembly Instructions page.
Gifts + Gift Cards
To redeem, enter the 16-digit Gift Card number and the 8-digit PIN (both numbers can be found on the back of the card) at checkout, and the Gift Card value will be deducted automatically from your total.
To check the balance of your Gift Card or merchandise credit card, click here. Type in the 16-digit card number and the 8-digit PIN (both numbers can be found on the back of the card), then click "Check Balance."
To check your eGift Card balance, go to the Gift Cards page here.
Gift Cards and eGift Cards may not be redeemed for cash, except as required by law.
Please think of west elm Gift Cards, eGift Cards and merchandise credit cards like cash.
Also, please protect the cards from magnets and other potentially damaging items, as you would a bank credit card; if the magnetic strip is damaged, the value could be lost.
If your eGift Card was lost or stolen, contact Cash Star immediately at 866.853.9918.
west elm eGift Cards can be purchased through westelm.com by clicking on the eGift Card option here.
On the delivery date you choose, we send a message to the recipient letting them know about your gift with a link to retrieve it online.
You'll get an email confirming delivery and a message notifying you that the eGift Card has been viewed.
To cancel your purchase, contact Cash Star customer support at 866.853.9918.
If the delivery date for your eGift Card is today or in the past, your purchase cannot be cancelled.
There are no expiration dates on our Gift Cards or eGift Cards. We recommend that you redeem them soon after you receive them, so you don't forget.
In stores, yes. We offer Gift Cards in all of our stores, including international locations. Please note that Gift Cards can only be honored in the country in which they were purchased.
Online, no. Unfortunately, our website does not currently support the sale of Gift Cards to international customers or the redemption of Gift Cards for internationally-shipped orders.
west elm Credit Card
Earn 10% back in Reward Dollars* or opt for 12 months special financing** when you shop with your west elm card.† To learn more, click here.
Yes. We provide dedicated sales and services to interior designers, home developers, hotel, and business gift buyers.
Please call 1.800.838.2589 or email email@example.com for more information. You can fax your order to 1.702.360.7167.
Yes. Many of our items can be customized with a company logo or employee monograms.
Please call 1.800.838.2589 or email us at firstname.lastname@example.org and we'll be happy to assist you.
Absolutely. For complete details, or to purchase gift cards in amounts over $5,000, call 1.800.838.2589 or email us at email@example.com.
Yes. However, we cannot guarantee or warrant the security of any information you transmit to or from our website, and you do so at your own risk. To help ensure that others can't access your credit card information on our website, we recomend that you sign out of your account and close your browser window when you've finished your visit, especially if you're sharing a computer with someone else, or you're using a computer in a public place.
We use sophisticated encryption and authentication tools to protect the security of your credit card information, and we'll do our best to protect its security on our systems.
Every page in the westelm.com ordering process that requests credit card information uses 128-bit secure socket layer (SSL) encryption, which is designed to render information unreadable if anyone tries to intercept it.
We'll communicate with you only if you want to hear from us. If you prefer not to receive information from us or from our select partners, please let us know by calling our Customer Service department ar 1.888.922.4119 or send an email to firstname.lastname@example.org.
If you'd like to update or correct your email address, street address or ither personal information, please contact us at 1.88.922.4119 or email@example.com.
Please note that sometimes these requests may take up to 6-8 weeks to be effective, particularly if we're removing your name from postal mailings.
We're always looking for intelligent, imaginative and self-motivated people for all levels in our company. We provide an exciting and creative work environment and a variety of opportunities for professional as well as personal growth. To learn about careers at west elm, visit our Corporate Website.