Return Your Order
Bedding returns: We can only accept goods that have not been opened or used - we define opened as out of its original folded condition, with ribbon and tags removed, and please respectfully do not open and place items on the bed even for short periods of time to check colours. Our parcels are wrapped to allow ample fabric for colour checking. You can also contact our friendly team for styling tips, product information and linen swatch requests, we would love to help!
Please note that for health reasons, we cannot accept any pillows, mattress toppers or quilts (all classed as 'white goods') once they have been purchased so please choose carefully! We also can not accept returns on custom orders.
Please note that we do not hold exchange or replacement stock whilst waiting for a return parcel to arrive. As a result, items can sell out whilst your items are in transit. If this is the case for your return, check with our team to see when those items will be back in stock.
We are also unable to accept returns on custom orders so please choose carefully before placing a custom order.
Clothing returns: Please keep in mind that we have designed these garments to be a relaxed and casual fit. Roll, belt or cut to create shapes that work for you, a tailor can always easily take up the length. But if you’ve decided that it’s not the right size or that the colour is not for you, we are more than happy to accept returns on your loungewear provided that the item/s must be returned in an original condition, unwashed and with their tags attached. Please note, we are unable to accept eye masks as returns due to hygeine reasons.
If your purchase meets the returns policy we can provide:
• A credit note on your I Love Linen account which can be used to exchange your items or used on future purchases.
• Or a refund (Allow up to 10 business days for refunds to be processed). Please note: As all orders are paid in Australian Dollars, all refunds are processed in Australian Dollars and I Love Linen is not responsible for any currency fluctuations between the time of purchase and refund.
Please contact us at firstname.lastname@example.org before you would like to return and then ship to the below address. Costs of return shipping are covered by the customer at your local post office and will vary dependent on weight. All returning parcels must include your order and contact details so we can contact you when it arrives! I Love Linen is not liable for any lost parcels containing returns. Please ensure you return your item to us via a tracked shipping option so you can track it's progress. Once your return has been delivered, please allow up to 5 business days for the returns team to process your request.
11/14 Rothcote Court
What happens if I put the wrong address in?
Contact us! If the parcel has not been packed, our team may be able to resolve for you! Australia Post will return your order to us if the courier is unable to deliver due to an incorrect, unclear or partially filled address. Please ensure that your details are correct at checkout to ensure safe delivery. A return to sender will require a reshipping fee to be paid and a longer wait time for your beautiful items.
What is your 365 night sleep guarantee?
We stand by all of our designs so if any of your items develop a production fault we will gladly replace for you. Please note this guarantee does not allow items to be returned if used if it is a change of mind or you do not like the item, it is only if the item is defective (example: tears, rips, stitching issues) and needs to be replaced.
Can I partially return parts of my Sheet Set or Quilt Cover Set?
That sheet sets and quilt cover sets cannot be partially returned due to changes in fabric dyes with each season. If you are adding to your linen collection, please bear in mind that variations may occur between the seasonal batches.
What happens if my parcel does not arrive at all or is later than I expect?
We use Australia Post to deliver Australia wide. If your parcel goes missing, you will require to start a Track and Trace enquiry with their customer service team on 13 76 78. Please request authorisation for I Love Linen to access the enquiry there are times where we may need to follow up and request final outcomes in order to assist you!
We understand how frustrating it can be when a delivery is not as smooth as hoped and of course we will look to resolve on our end as soon as possible. Please bear in mind, we do need to wait for Australia Post to advise of the final outcome of their internal investigation which can take between 5 - 10 business days in most instances.
Please note that I Love Linen is not liable if your parcel has not been received after Australia Post confirms delivery. If Australia Post does not deliver to the time frames they state and your order is later than expected, we cannot be held liable for any damages including discounts on an order. You can lodge a formal complaint, as the owner of the parcel with Australia Post.
What happens if I receive my goods and it's faulty?
At I Love Linen, our team is committed to making sure that your goods always maintain a high level of quality, upholding our premium standards and love for quality goods. Our dispatch centre works hard to ensure your parcel has been picked and packed with the correct items, if we have made a mistake with your order please contact us and we resolve for you! Please note that we require all returns to arrive at our warehouse before sending new goods. After receiving your goods please ensure you check and contact us within 30 days of receiving them if you find any faults. Please note that production faults are generally apparent within the first few washes. A faulty weave generally will not withstand more than a few washes and there is a chance that wear and tear has occurred.
Please note: wear and tear that occurs in the course of normal use is not considered a fault of the product.
Can I return or exchange my Free Gift / Gift With Purchase?
Unfortunately, we are unable to accept any returns or exchanges on gifts that you have received during promotions. Please note, this also applies during our Free Pillowcase Set promotions. All colour choices made during this promotion from the available shades are final and cannot be exchanged for an alternate choice. If you are returning your order that you made during a promotional period and with the returned goods your order no longer meets the minimum spend required to qualify for the free gift, you are required to return the gift in original, unused condition. If you do not return the free gift, the retail value of the gift will be deducted from your refund/ credit.
I Love Linen are not liable for products that have been damaged in transit by uncontrollable circumstances. In the unfortunate instance that the parcel has been delivered is damaged, you will need to contact Australia Post for a resolution. I Love Linen can only reimburse compensation offered by Australia Post under these circumstances.