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Pottery Barn vs West Elm Return Policy
Side-by-side comparison of return policys, conditions, and refund methods.·Last updated: 2026-03-19
Return Conditions
Pottery Barn
- Items must be in original condition with tags attached and original packaging.
- Items must be in original, undamaged condition.
- If delivered unassembled, it should be returned unassembled.
West Elm
- Items must be in original condition with tags attached and original packaging.
- Items must be in original, undamaged condition.
- If delivered unassembled, it should be returned unassembled.
Exceptions & Restrictions
Pottery Barn
- Made-to-order items are not eligible.
- Open Box and final sale items (prices ending in $.97).
- Monogrammed items.
- Hardwired lighting.
- Gift Cards.
- Custom rugs and furniture.
- Items damaged through normal wear and tear.
- Delivery fees are non-refundable.
- Online returns and in-store returns only available for items shipped to the United States.
- West Elm Outlets do not accept returns of any kind.
- International returns require authorization from Customer Care Center.
West Elm
- Made-to-order items are not eligible.
- Open Box and final sale items (prices ending in $.97).
- Monogrammed items.
- Hardwired lighting.
- Gift Cards.
- Custom rugs and furniture.
- Items damaged through normal wear and tear.
- Delivery fees are non-refundable.
- Online returns and in-store returns only available for items shipped to the United States.
- West Elm Outlets do not accept returns of any kind.
- International returns require authorization from Customer Care Center.
Refund Methods
Pottery Barn
- Original form of payment with original receipt.
- Merchandise Credit for returns with a gift receipt.
- Company check (may take 14 business days) for cash/check refunds over $100.
West Elm
- Original form of payment with original receipt.
- Merchandise Credit for returns with a gift receipt.
- Company check (may take 14 business days) for cash/check refunds over $100.
Online / Mail Returns
Pottery Barn
- Returns by mail with a prepaid UPS label (start online).
West Elm
- Returns by mail with a prepaid UPS label (start online).
In-Store Returns
Pottery Barn
- Most non-furniture items can be returned to your local West Elm store for free.
West Elm
- Most non-furniture items can be returned to your local West Elm store for free.
Gift Returns
Pottery Barn
- Returns with a gift receipt will be refunded in the form of a Merchandise Credit.
West Elm
- Returns with a gift receipt will be refunded in the form of a Merchandise Credit.
Damaged or Defective Items
Pottery Barn
- Contact Customer Care Center right away with any concerns about defective or damaged merchandise.
West Elm
- Contact Customer Care Center right away with any concerns about defective or damaged merchandise.
Price Adjustments
Pottery Barn
- Prior purchases are not eligible for price adjustments.
West Elm
- Prior purchases are not eligible for price adjustments.
Additional Notes
Pottery Barn
- Pottery Barn publishes Williams-Sonoma family return terms with similar made-to-order, monogrammed, outlet, and freight-item exclusions.
- Registry items can be returned/exchanged within 90 days of the event or within 90 days of purchase (whichever date is later).
- If return is due to damage or an error, a return shipping label will be provided at no cost.
West Elm
- Registry items can be returned/exchanged within 90 days of the event or within 90 days of purchase (whichever date is later).
- If return is due to damage or an error, a return shipping label will be provided at no cost.
- If return is due to other reasons, the cost of return shipping may be deducted from the refund. Small Parcel Returns are $15 per order, Large Parcel Returns are $40 per order.
- West Elm will hold orders for 30 days for Buy Online Pick Up In Store.