Need to return or have a question? Here's how contact Wayfair customer service

Clare Mulroy, USA TODAY
Updated ·3 min read

Did your furniture arrive differently than advertised in the photo? Did something go amiss with your recent order? Maybe you decided you don't cook enough to need that 10-piece stainless steel cookware set.

One of the world’s largest home retailers, Wayfair got its name in 2011, but the niche stores it encompasses date to 2002. The online retailer is headquartered just outside of Boston, Massachusetts and has an outlet location in Florence, Kentucky.

Whatever your woe, here are a few easy steps to contact Wayfair’s customer service line.

How to contact Wayfair customer service

You can contact Wayfair customer service by either using this link or scrolling to the bottom of the site, where you’ll find a purple “Quick Service” button on the right. You'll be prompted with options for help with an existing order, accounts and payments, or shopping assistance.

If you’re looking for order help, you’ll have to sign in and select the item in question.

Accounts and payment help can directly address email subscriptions, password and email changes, and Wayfair credit cards.

If you’re looking for something else, you’ll be pointed to Wayfair’s 24-hour chat service or options to call or text with a representative. Wayfair’s customer service number is 844-263-4868.

Wayfair’s customer service line and shopping assistance hours:

  • Weekdays: 8 a.m. to midnight

  • Saturdays: 8 a.m. to 8 p.m.

  • Sundays: 9 a.m. to 6 p.m.

Your question also may be answered in the site’s help index, which covers shipping and tracking, order help, wedding registries, account help and home services.

The retailer also answers questions on social media. Customers often take their troubles to Twitter, which typically results in a fast reply from the company but a prompt to move the conversation to direct messages. When we messaged Wayfair on Instagram, we received a response within two minutes from an assistant inquiring about the order number, email and phone number associated with the purchase.

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Does Wayfair accept returns?

Wayfair generally accepts returns within 30 days of delivery in the form of a refund or store credit. Undamaged products can be returned as long as they are disassembled (if they arrived disassembled) and in their original packaging. According to Wayfair, a similar sized box is acceptable if the original is damaged.

Wayfair also has a few exceptions to their otherwise steady 30-day rule. Purchases made between Nov. 1 and Dec. 31 have an extended return deadline of Jan. 31. Mattresses from Wayfair have a trial period, so they can be returned or exchanged within 100 days. Wedding registry items can be returned in exchange for store credit up to 90 days after the wedding.

These items cannot be returned, Wayfair says:

  • Clearance items

  • Gift cards

  • Personalized items

  • Bundled items at discounted rates

  • “Non-Returnable” marked items

  • Live plants

  • Fabric swatches

How much does it cost to return furniture to Wayfair?

While Wayfair can refund the entire cost of a purchase upon return, it will not refund shipping fees or any expedited shipping costs. This also goes for assembly services.

Wayfair customers are also responsible for any shipping costs for returns, which are taken from the refund.

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This article originally appeared on USA TODAY: How to contact Wayfair customer service by phone, social media or chat