How to return Pottery Barn / West Elm
How to return Pottery Barn / West Elm: Go to the Pottery Barn returns order-search page. You can usually start with order number and email — no account login. 30 days from delivery (7 days for Quick-Ship/in-stock upholstery); small-parcel returns free via prepaid UPS label, but large furniture/rugs carry a 15-25% restocking fee plus a $100-$700 freight-return fee deducted from the refund (~$200 on mattresses), all waived for damage/defect/wrong item; in-store returns accepted; Made-to-Order, custom furniture, and monogrammed items are final sale.
Official steps
- Go to the Pottery Barn returns order-search page.
- Enter your order number and billing ZIP/postal code exactly as they appear on the packing slip.
- Select the item(s) to return and choose a reason.
- Print the prepaid UPS return label (generated for small parcels).
- Pack the item in its original packaging and drop it at any UPS location.
- For large furniture, rugs, or mattresses, call to schedule a freight pickup instead of using a drop-off label.
Do I need an account?
Guest / order-number lookup is available — easyReturn can help drive the portal when automatable.
Window, fees & policy notes
30 days from delivery (7 days for Quick-Ship/in-stock upholstery); small-parcel returns free via prepaid UPS label, but large furniture/rugs carry a 15-25% restocking fee plus a $100-$700 freight-return fee deducted from the refund (~$200 on mattresses), all waived for damage/defect/wrong item; in-store returns accepted; Made-to-Order, custom furniture, and monogrammed items are final sale.
What you do yourself
Phone: 1-888-779-5176
Gotcha: Made-to-Order, custom furniture, and monogrammed items are final sale and won't be accepted by the lookup; small parcels get a free prepaid UPS label, but furniture/rugs/mattresses must be booked by phone for freight pickup with fees deducted.
Sources
- https://www.potterybarn.com/customer-service/returns/
- https://www.potterybarn.com/customer-service/return/order-search.html
- https://www.westelm.com/customer-service/returns
Playbook verified 2026-07-12 · confidence: high