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Returns


We take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety and construction are our priorities. These are our return policies:


Covid-19 Home Delivery Returns Process


Taking care of our customers, employees and our service providers is our top priority. As the coronavirus (Covid-19) situation in Victoria has escalated and in light of the Stage 3 lockdown restrictions in Melbourne metro, we have made the decision to revise Returns or Exchange collection requirements statewide for Home Delivery items (Small Standard, Standard and Deluxe) in an effort to reduce the spread of coronavirus.


In order for our Home Delivery providers to safely collect those items for which you have scheduled a return it will be required for you to place those items into your choice of either your home’s first room closest to your door or into your garage. If those items can fit through the door without disassembly, the driver will collect, wipe down and dissemble after leaving your home. If those items cannot fit through the door without disassembly it will be required that you disassemble those items to the point that those items can fit through your door.


If you are unwell at the time of your Return pick-up or Exchange delivery, we would be happy to arrange for front-door service as an alternative.


We continue to follow current guidelines and restrictions set by the Australian government to ensure that we are doing all that is possible for our teams and community to remain protected, while continuing to serve our customers’ needs in creating a comfortable and functional home.


This will be effective starting 9 July 2020 and will continue until the current guidelines and restrictions are removed. Our delivery service in other states will not be affected.


Change of Mind


With items purchased online or at our stores, excluding monogrammed, special-order, "Made to Order" or "final sale" items, within 7 days of furniture delivered to your home, or within 30 days of purchase of all other products, you may return your items for a refund of the merchandise value. Returns of furniture purchases are subject to a 20% restocking fee. Returns of non-furniture items are subject to a full credit minus the delivery charge. Price adjustments are granted within 14 days of purchase.


Proof of purchase is required for all returns and exchanges for change-of-mind purchases. Returns with an original receipt will be refunded in the original form of payment; cash purchase refunds over $300 will be issued via wire payment into your nominated account upon completion of a payment request form. Returns with a gift receipt will be refunded or exchanged at the original purchase price in the form of a gift voucher.


Where the original transaction involved multiple forms of payment which included a gift card and a refund amount less than the total original transaction amount is sought, the refund amount will first be issued in the form of a gift card up to the amount originally paid by gift card, with any remaining amount then refunded to the credit or debit card used for the purchase up to the amount originally paid.


For returns of items purchased from a gift registry, we will provide a refund or exchange for the merchandise within 90 days of the event or within 90 days of purchase, whichever date is later.


We cannot accept returns on monogrammed, special-order, "Made to Order" or "final sale" items unless damaged, faulty or otherwise covered by the "consumer guarantee" provisions of the Australian Consumer Law (See Damaged or Faulty Items below). We also cannot accept returns of items damaged through normal wear and tear.


Please call our Customer Service department Toll Free on 1800 239 516 between 8am and 9pm (AEST), 7 days a week to process your return.


Damaged or Faulty Items


Upon receipt, please inspect your purchase and notify us of any faults or damage immediately.


Our goods (including all monogrammed, special-order, "Made to Order" and "final sale" items) come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Please call our Customer Service department Toll Free on 1800 239 516 between 8am and 9pm (AEST), 7 days a week to report damaged or faulty items, and to process your return.


Where the original transaction involved multiple forms of payment which included a gift card and a refund amount less than the total original transaction amount is sought, the refund amount will first be issued in the form of a gift card up to the amount originally paid by gift card, with any remaining amount then refunded to the credit or debit card used for the purchase up to the amount originally paid.


For returns which require a pick-up to be scheduled, if you have organised a return but are unreachable to schedule a pick-up within 60 days of your return authorisation, West Elm reserves the right to cancel your return. If West Elm cancels your return in these circumstances, any payment which has been processed will be not be refunded to you.