Return Your Order
We're all entitled to change our minds, otherwise, we wouldn't be human!
The important bit is that we can only accept goods that have not been open or used - this applies to sheet sets, quilt covers, cushions, bath towels and throws. 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. All returns must be made within 14 days of receiving your goods and arrive in AS NEW condition You will cover the cost to return the item/s.
If you decide that for whatever reason you no longer need your goods once purchased or need to change your order, we will offer you a credit note to the value of your purchase to be used for future purchases, or if you want a refund then the shipping cost will be deducted. Please note that sheet sets and duvet cover sets cannot be partially returned due to changes in fabric dyes with each season. If the return is due to a change of mind, note that you will pay the cost to ship the goods back to us.
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.
Refunds can take up to 10 business days to process.
If your return meets our 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 (please note that the original shipping costs that we cover to send your items to you will be deducted from this on both international and Australian orders. (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. All returning parcels must include your order and contact details so we can contact you when it arrives!
10/14 Rothcote Court
*We do not accept returns on:
Any items in our Hotel Cloud Collection cannot be returned once the parcel has been received, due to hygiene reasons. This includes pillows, mattress toppers or quilts, so please read our informative product pages and choose carefully!
We are also unable to accept returns on custom orders so please choose carefully before placing a custom order.
We do not accept returns on any item that has been opened OR used, so please choose carefully. We define open as out of its original folded condition and includes placing items on the bed even for short periods of time. 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!
That sheet sets and duvet 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.
Our products are all shot true to colour, however colour variations caused by monitors are out of our control and will be considered a change of mind return, if you are unsure on a colour, you can request a swatch or more information from email@example.com
We require all returns to arrive at our warehouse before posting out items and 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, we will credit your items for you to purchase the fresh stock when it arrives.
In the event that a parcel is returned to sender (i.e. parcel was not collected or the address was incorrect), the customer will need to pay a small reshipping fee for us to re send the parcel to them. See FAQ for more information.
Refunds can take up to 10 business days to process.
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 following conditions have been met:
• The item must be returned within 14 days of purchase. We suggest all items are tried on as soon as they are received to ensure you are able to return items within the returns timeframe.
• Items must be returned in an original condition, unworn, unaltered, unwashed and with their tags attached.
• If you seek a refund, the original shipping costs that we covered to send your items to you will be deducted from this on both international and Australian orders. Otherwise a credit note on your I Love Linen account which can be used to exchange your items or used on future purchases
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 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 2 weeks 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.
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.