Help Topics - General Shopping

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Orders + Returns

How do I track my order?

You can track your order 24 hours after it is placed.

Can I return or exchange an item?

Extended Holiday Gift Returns: To help with your holiday gift giving, purchases made between October 15, 2020 through December 26, 2020 can be returned until January 31, 2021.

Eligible items can be returned for a refund of the merchandise value within 30 days of receiving an order or 7 days for Quick Ship upholstery items. An original receipt or gift receipt is required.

How to Return:

  • Return by UPS  print a return label from our Returns Policy page and bring to a UPS location.
  • For non-custom furniture and other oversized items, call Customer Service at 1.888.922.4119.
  • Return to Stores – You can return most non-furniture items to your local West Elm location (West Elm outlet stores excluded). A gift receipt or original receipt is required for all returns and exchanges.   

Items Not Eligible for Returns:

  • Items without an original receipt or gift receipt
  • Monogrammed/Personalized items
  • Made to Order items, including custom rugs and furniture
  • Mattresses
  • Gift Cards
  • Final sale items (with prices ending in $.X7 or $.X9)
  • Items damaged through normal wear and tear

For complete details, see our full Returns Policy.


How can I change or cancel my order?

To change or cancel your order, contact Customer Service at 1.888.922.4119. Front Door deliveries cannot be canceled as they are processed immediately to ensure quick arrival. We cannot accept changes or cancellations on some items, view our Return Policy.

Can I ship items to multiple addresses?

When you checkout, you will be given the option on the shipping page to "Ship to multiple addresses."

Why is the price for an item different from when I added it to the shopping cart?

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.

Personalized Items

Can I return a monogrammed item?

Unfortunately, we do not offer returns on personalized products. Verify your monogram or personalization is correct before purchasing.

What is the correct way to list initials for a monogram?

When selecting a style for your monogram, the order of initials varies according to the style. When the center letter is taller than the others, the order of the initials is traditionally first/last/middle. For example, say your name is Laura Marie Clark, the monogram would be LCM. For styles in which all letters are equal in size, the order of the initials should be first/middle/last. In this case, the monogram would be LMC. See our monogram guide for details.


What payment methods are available?

You can choose to pay with a Credit Card (Visa, MasterCard, American Express or Discover), PayPal, West Elm Gift Card or any Williams-Sonoma Brand Gift Card.

Shipping + Delivery

Shipping Options + Charges

What shipping options are available?

Our products are delivered in two ways, either:

  • Front Door Parcel Delivery (e.g., UPS, USPS) to your delivery address
  • Truck Delivery for most furniture and other items that exceed parcel carrier shipping weight limits; usually includes our Premium White Glove service and Unlimited Items for a Flat Rate fee
What does "Unlimited Flat Rate" mean?

Unlimited Flat Rate is the fee structure applied to our Truck Delivery for most orders. Items eligible for Unlimited Flat Rate Delivery will be indicated on the product page.

With Unlimited Flat Rate Shipping, an unlimited number of eligible furniture and select non-furniture items can be delivered for a single flat rate, per shipping address. Your order will ship when all items in your order are available for delivery.

Truck Delivery usually includes our Premium White Glove service - items are delivered to your home by appointment to your room of choice — and are then unpacked and fully assembled (installation is not included).

How do you deliver furniture?

Most furniture is delivered by truck delivery with our White Glove service: items are delivered to your home by appointment to your room of choice and they are unpacked and fully assembled. Some smaller furniture pieces can be delivered by parcel carrier which does not include White Glove service (check the product page for details).

For Beds, 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.

Do you offer Certificate of Insurance (COI) for furniture deliveries?

Yes, all of the furniture delivery teams we use can provide Certificate of Insurance (COI) upon delivery.  

What does "Quick Ship" mean?

If an upholstered item is marked as "Quick Ship" it means that it is stocked at one of our warehouses, and is available to be delivered within 2 to 4 weeks. There is no additional charge for Quick Ship items. Note that Quick Ship status is subject to product availability at time of shipping.

How do you calculate shipping + processing charges?

For Front Door Shipping, shipping and processing charges are based on the merchandise total for each delivery address. If available, next day delivery incurs an additional charge.

For Truck Delivery, unlimited flat rate shipping and processing charges are based on the distance from our warehouse to the shipping address, as well as order total.

Refer to our Shipping Information page for current rates + charges.

What is a Delivery Surcharge?

Items that are bulky, heavy, or of limited availability may have a delivery surcharge in addition to standard delivery and processing charges. This charge is shown on the product page by the item price and is in addition to regular delivery and processing charges.

Which deliveries will be charged sales tax?

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 U.S. 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

Can I send a gift message on each package?

We can only offer one customized gift message per shipping address.

Can I delay the shipment of my order?

If you wish to place an order but delay its shipment to a later date, please do so through our Customer Service Center. Call 1.888.922.4119, and one of our sales associates will be happy to assist you.

Can I Ship To...?

Can I ship to a P.O. Box?

We can ship most items to a P.O. Box. This excludes oversized items and those shipped directly from our manufacturers. You will receive a message during checkout if the item is not eligible to ship to a P.O. Box.

Can I ship an order to an APO/FPO address?

Yes, for an additional charge of $10.
When entering an APO or FPO address, please follow this example:
Name: PO3 Chuck Williams
Address Line: Marine Division Sct 1
Address Line: USS Wisconsin BB–64
ZIP Code: 12345 (use actual zip code)
City: FPO (use "APO" if appropriate)
State: AA or AE

Can I ship to foreign countries?

Yes. Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in various foreign countries. Learn More

Can I ship to Canadian addresses?

Yes! Visit our stores or shop now at

How can I find more information about West Elm in Canada?

Thank you for your interest. Please visit our Canadian website at for information or to be notified of store openings in Canada. At this time we regret that we are unable to ship catalogs to Canada.

Gifts + Gift Cards

Why can't I gift wrap an item?

Some larger items, and items sent directly from our vendors, cannot be gift wrapped. Gift messages can be included on the packing slip of any order at no extra charge.

How do I purchase Gift Cards online?

We offer gift cards and e-gift cards. Visit the Gift Cards page.

How do I check my balance or redeem a gift card, e-gift card or merchandise credit online?

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.

Check your gift card balance

Where is my gift card pin located?

Your 8-digit pin is located on the back of your gift card, under a scratch-off metallic strip (use a coin to gently scratch it off).

Am I able to return the e-gift card?

You may not return or cancel your West Elm e-gift card after it is received. Purchasers who wish to cancel an e-gift card purchase prior to its delivery to a recipient should contact CashStar Customer Support prior to the delivery date selected at the time of your purchase.

If you return merchandise originally purchased with an e-gift card, any refund will be issued in the form of a merchandise credit that may be used online, in stores or by phone.

What if I lose my gift card, e-gift card or merchandise credit?

Please think of gift cards, e-gift 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 e-gift card was lost or stolen, contact Cash Star Customer Support immediately.

Can I send a printed e-gift card to present to someone as a gift?

Yes. Simply personalize the e-gift card for your recipient, have it sent to yourself, and then print it. To do this, enter your own email address in the "Recipient Email" field, and check the box next to "This is for me." Enter your recipient's name and your own personal message on the Gift Card preview, and complete the transaction normally. You will receive an e-gift card alert via email. Follow the instructions in the message to retrieve your e-gift card, and then click "Print this page." The resulting printout may be presented as a gift to the recipient, and may be redeemed online or in our retail stores.

What is Group Gifting?

Group gifting is just like "chipping in" - sharing the cost of a gift with friends or family instead of paying for the entire gift yourself. Collected contributions are pooled together and the gift recipient receives an e-gift card for the total value of all contributions. Get started on our Group Gift Cards page.

West Elm Credit Card

What is the West Elm Credit Card?

The West Elm Card can be used to make purchases at any West Elm store, through our catalog or website.

What are the benefits of the 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. Learn More

How can I apply for a West Elm Credit Card?

There are 2 easy ways to apply for a West Elm Credit Card: apply online or by visiting any West Elm store.

How do I manage my West Elm Credit Card account?
How do I add my Rewards to my mobile wallet?

When you receive your next reward via email, click the “Add to Wallet” or “Save to Phone” button, then follow the instructions on the screen to add your rewards to Apple Wallet or Google Pay. Once downloaded, your digital rewards card will automatically update to show all your available rewards. Please note that it takes about 48 hours for your rewards balance to update after an in-store purchase or order shipment.

How do I see my total reward value in mobile wallet?

You can view your total reward value at the top of your digital rewards card. To view the full list of your reward certificates, including amount and expiration dates, tap (…) on an Apple device, or scroll down on Google Pay.

Why is mobile wallet showing $0.00 in rewards even though I just made a purchase?

Once you reach a reward balance of $25 or more, you’ll earn a reward. You can check your progress by logging into your account at:

When I earn, return, or redeem a reward, how long will it take to appear in mobile wallet?

Your rewards account balance will be updated 48 hours after your in-store purchase or order shipment.

Can I add my West Elm Credit Card to mobile wallet?

No. Only your rewards can be added to mobile wallet.

Why did I receive a notification?

If you’d like to opt out of these notifications: On an Apple device tap (…) in the top right corner and turn off “Allow Notifications.” On Google Pay, tap Menu > Settings > Notifications and turn off “Updates about your passes.”

Who do I contact with questions about mobile wallet or my rewards?

Please contact our Customer Care Center at 1-800-695-3988 for questions and support.

Business Sales

What services do you offer for business or interior designers?

We provide dedicated sales and services to interior designers, home developers, hotel, and business gift buyers. Learn More

Can I get assistance for my company with gift-giving and large orders?

Yes, our business-gift and incentives programs are designed to meet your needs year-round. Please call 800.838.2589 to speak with a sales associate or email us at if you would like more information.

Can I customize an item with a company logo?

Yes, many of our items can be customized with a company logo or employee monograms. Call 1.800.838.2589 or email us at and we'll be happy to assist you.

Can I buy gift cards in bulk?

Absolutely. For complete details, or to purchase gift cards in amounts over $5,000, call 1.800.838.2589 or email us at


Where can I view store locations and hours?

View our Store Locator.

Online Security

When I submit credit card information online, is it secure?

West Elm has sophisticated encryption and authentication tools to protect the security of your credit card information, and we will do our best to protect its security on our systems. Specifically, every page in the ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable should anyone try to intercept it. 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 others will not have access to your credit card information while on our website, we urge you to sign off your account and close your browser window when you have finished your visit, especially if you are sharing a computer with someone else or are using a computer in a public place.

Will West Elm sell or rent my information to other companies?

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 at 1.888.922.4119 or send an email to

If you'd like to update or correct your email address, street address or other personal information, please contact us at 1.888.922.4119 or

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.