Refund policy
We understand that sometimes you may change your mind. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. The 14 calendar days start from the day you receive your order. If you try to make a return after this, we may elect to send it back to your default delivery address and ask you to cover the delivery costs.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Hygiene sticker/tag must still be sealed, intact and unbroken. Any retuned items must be in perfect condition and in the original packaging. You'll also need the receipt or proof of purchase. Returned items which are not in a new or unused condition will not be refunded. This does not affect your right to return faulty items.
To start a return, you can contact us at customercare@thelinenshoponline.comThe subject of the email must be RETURN and your ORDER NUMBER example: RETURN ORDER #000034. Please include details of product(s) you wish to return and the reason for return.
If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Please allow up to 48 hours for a response. Please kindly note you will need to print the return label. You then have a further 7 days (from the day you receive the return label to return. Please make sure you get proof of postage, the return is your responsibility until the parcel reaches us.
Please note we do not accept returns outside of the dates stated in our returns policy, above.
Items sent back to us without first requesting a return will not be accepted. Please also note each order must be returned separately, multiple orders cannot be combined in one return.
Please note there is £5 fee that applies to returns for all UK orders. This fee will be automatically deducted from your refunded amount when we process your return.
At The Linen Shop we are committed to taking steps to reduce our impact on the planet. Returns are a hidden environmental cost of online shopping, with each return requiring transportation, handling, and packaging, which increases carbon emissions and creates waste, whilst driving up business costs. By reducing returns together, we're making textiles less impactful one thoughtful choice at a time. If you have any questions, please contact us.
You can always contact us for any return questions at customercare@thelinenshoponline. com
Please note that returns will need to be sent to the following address:
The Linen Shop
23 High Street
Clacton-On-Sea
Essex
CO15 1NU
We encourage you to reuse your orders packaging or anything appropriate you may have at home to pack your order return in, just make sure it's completely secure, the items being returned will not be damaged and that you can can the shipping label onto it so it is clearly visible. Your return is your responsibility until it arrives back to us. Returned itmes are your responsibility until they reach us, so make sure they are packed properly and can not get damaged on the way.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if your receive the wrong item, so that we can evaluate the issue and make it right. Please be aware we will ask for an image of the faulty or damaged item to help speed up the resolution.
Exceptions / Non-returnabel items
Certain types of items cannot be returned or exchanged, custom products (such as special orders or personalized items, nets or fabric cut to order), made to measure products (products specifically made to order and to your measurements/your specification for example and not limited to curtains, blinds and nets) and personal care goods (such as beauty products) We also do not accept returns on any items where the hygiene sticker/tag is not sealed, intact and unbroken. Please get in touch if you have any questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fatest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Nothwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return yoru order wihtin 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Hygiene sticker/tag must be sealed, intact and unbroken. You will also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Refund timelines are dictated by your payment provider and are outside of our control.
If more than 20 business days have passed since we have approved your return, please contact us at customercare@thelinenshoponline.com