Upholstered Furniture FAQ

Here are answers to some of the most commonly asked questions about our upholstered furniture.  Don’t see the answer you’re looking for? Give us a call at 1-888-922-4119.

1. What’s the difference between Quick Ship fabric and Special Order (SPO) fabrics?

Quick Ship upholstery items are already built and ready to ship from our distribution centers. Special Order (SPO) upholstery items are custom made once you place your order.

2. How long will it take to receive my upholstered item?

Quick Ship upholstery items arrive in your home 2-4 weeks after placing your order. Special Order (SPO) upholstery items arrive in your home 10-12 weeks after placing your order. 

3. Why is the Quick Ship upholstery item I want to order not available for immediate delivery?

Stocked items sometimes sell out more quickly than we forecast, which can result in shipping times taking longer than the standard 2-4 weeks for Quick Ship items. If this is the case for a piece you’re interested in, you’ll see an alert as soon as you place it in your shopping cart, along with an updated estimated delivery date.

4. What’s your return policy?

  • Special Order (SPO) upholstery items are custom-made and cannot be returned. We also cannot accept returns of final-sale items, which are identified by a price ending in .99 or .97.
  • Quick Ship upholstery items may be returned within 30 days of delivery for a full refund of the merchandise cost. We’re sorry, but delivery fees are non-refundable.
  • After 30 days, we will replace or refund your purchase against manufacturer's defects only.

5. How can I ensure that the item I order will fit into my home for delivery?

Be sure to measure carefully before placing your order, comparing your home’s measurements against the product measurements outlined under the Details + Dimensions tab. Use our Measuring for Delivery Guide.

6. How does In-Home Delivery work?

In-Home Delivery is a white-glove service that’s automatically included on most of our sofas, sectionals and armchairs. It includes unpacking, assembly and packaging removal in the room of your choice. Available in the 48 contiguous states only, delivery is by appointment and typically offered Monday-Saturday. Please note that our delivery partners cannot relocate or remove your existing furniture.  

7. Are the covers removable on your upholstered furniture?

The upholstery covering our furniture is not intended for removal or laundering.

8. Are legs removable on your upholstery furniture?

It depends on the collection. Check the product’s Details + Dimensions tab to confirm whether it has removable legs or not.

9. Which fabrics are kid & pet friendly?

The west elm fabrics that best withstand heavy use are:  

  • Marled microfiber
  • Faux suede
  • Performance velvet
  • Luster velvet
  • Heathered weave
  • Heathered crosshatch
  • Herringbone tweed
  • Boucle
  • Twill