1.
Shop online and select
“Click & Collect – FREE.”
2.
Receive an email when item(s) are ready for pick up.
3.
Head to your chosen store and let us know you've come to collect your order.
Frequently Asked Questions
What items are eligible for collection in store?
To find out whether an item is eligible for you to collect at a store, check the product’s information page on our website. After you choose the item’s colour and/or size, you’ll be able to select a store for pick up if the item is available. Many of our products are eligible for in-store pick up with the exception of large furniture items requiring home delivery.
Can I choose to have some items shipped and collect others at a store?
Sure! When you add an item to your online shopping cart from a product’s information page, just indicate whether you’d like to pick it up or have it shipped.
When will my credit card be charged?
Your card will be charged once we confirm that we have your merchandise in stock and it’s ready for you to pick up. Gift Cards are charged immediately upon completing the online transaction, prior to confirming the order is in stock and ready for you to pick up.
What should I do if I don’t receive a confirmation email?
If you don’t receive a confirmation email within two hours of placing your order, please call the west elm store you selected for collection.
When will my order be ready to collect?
When your order is ready to be collected, we’ll send you an email letting you know. If you place your order for an in-stock item during store hours, it will usually be ready for pick up within three hours. If you order just before or after your selected store has closed, your order will typically be ready for pick up once the store opens the next morning. Store hours vary by location, so be sure to check the hours and your confirmation email before you head out.
What do I need to bring to the store when I collect my order?
Please bring your order confirmation email (either printed or digital) and valid photo identification.
Who can collect my order?
Unless you call to instruct otherwise, you are the only person authorized to collect your order. If you’d like someone else to collect your order, please call the store and provide that person’s name. Make sure the person collecting your order brings a copy of the order confirmation email (digital or printed), along with their valid photo identification.
Where in the store should I go to collect my order?
Ask any associate when you arrive at the store.
How long will you hold my item(s) at the store?
We will hold your item(s) for 7 days, beginning from when we send you the email letting you know that your order is ready for collection. Check the email for the exact expiration date. If you need more time, no problem! Simply call the store and let them know when you’ll be there to collect your order.
How do I change or cancel my order?
Just call the west elm store where you’ve requested collection from and let them know that you’d like to change or cancel your order. Please note that if you’re changing your order, we may need to cancel the original order and create a new one for you.
Can I return or exchange my purchase in stores?
Of course! If you’re not satisfied with your purchase, you may exchange or return the item(s) at any west elm store. If you’re returning a purchase, we’ll refund the amount using your original method of payment excluding any delivery fee.
What happens if some or all of my purchase is no longer available in the store I selected?
If for some reason, any or all of your order becomes unavailable in the store you selected, we’ll send an email to let you know. If your entire order is no longer available, we’ll cancel the order and your credit card will not be charged. In the case of partial availability, we’ll continue with the order and have the available items ready for you to collect at your chosen store. Your credit card will only be charged for items that are available.