Shipping & Returns FAQ
What will I be charged for shipping?
Spend over $75 and you'll receive FREE SHIPPING Australia wide.
Any order under $75 means there will be a small flat rate shipping fee of $9.95 for your order.
Do I really get FREE returns?
Yes! We know you’ll love it, but we get that choosing can be hard, especially with so many different colour and fabric options and that sometimes you just need to feel it for yourself. So that’s why we’d like to give you peace of mind with 14 day FREE returns.
Products from our Hotel Cloud Collection™ range (hotel quilts, mattress toppers & pillows) are excluded from free returns.
How quickly will you dispatch my order?
We pick and pack your order within 24 hours of ordering on business days (Monday to Friday) so you get your order fast! If you place an order from 12pm on Friday or Saturday and Sunday your order will be shipped the following Monday.
Generally, orders take around 2-4 business days via Australia Post depending on how busy the postal network is.
If you have ordered linen swatches to be sent to you, shipping times tend to be longer as it's using the letter and not parcel network, so please allow up to 10 business days in most cases.
If you live in Western Australia, expect your delivery to take 5-7 business days.
How can I track my order?
To track your order please click here
My order or part of my order is on preorder, when will it be shipped?
If an item is on preorder, we will hold the whole order until the item arrives and then ship the whole order in one. If you would prefer an alternative arrangement, please email firstname.lastname@example.org.
Also please note, while we strive to ensure delivery of your items is in accordance with the preorder dates stated on the website, the nature of shipping is complicated and shipments may be delayed, by factors including production delays, stock not arriving as planned, boats missing their next connection, and delayed customs clearance. We will always update you on any setbacks but always keep this in mind when you pre-order an item from us :)
Can you Express Post?
YES! Of course - simply contact us via phone, live chat or email and we can sort out the cheapest rate possible for you.
Can I return my order?
YES! Please go to our returns page here for all the details.
Who do you use to post my parcel?
We use Australia Post for all orders as they have proved safe and reliable.
You can nominate in the 'comments' section at the check out if you want Australia Post to leave your parcel at the front door, on the porch etc - whatever instructions you give us is what we will advise Australia Post.
Otherwise, if you're not at home when your delivery is made, Australia Post will leave a calling card and you can collect them from your local post office.
Australia Post will provide you with tracking information after your order is placed - this comes separately to our own order confirmation, please allow a little time for this additional email to arrive.
Where do you ship to?
Worldwide! The store is only set up to process free standard shipping Australia wide but for all our international customers please contact us with the items of interest and we will work out a postage quote for you. We currently ship to places including the USA, UK, NZ, SG, HK, Japan and will ship anywhere that Australia Post will ship to!
Email email@example.com with your order request and we would love to help you out!
Can I change or add to my order once I have bought my items?
Payments for online orders are made through a secure processing site - because we don't retain your credit card details, existing orders cannot be modified. We will always try and help you, so contact us by either phone or email if you'd like to add to your order and we can manually add to your order for you. At that time, you will need to provide your credit card details, or you can simply just order your extra items on your own. Changes to colour and such are easy enough as long as you tell us before packing - so contact us asap at firstname.lastname@example.org
What happens if I put the wrong address in?
Australia Post will return your order to us - we can arrange to reship but you will need to pay for this to be reshipped to you.
Can I pick up from in store?
YES you can come to our QLD warehouse and pick up your order to save on waiting time! Please contact us BEFORE heading to the warehouse so that we have your order ready for you! We are located at:
2/10 John Duncan Court, Varsity Lakes, 4227, QLD
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 we will lodge a formal track and trace which can take up to 5 business days to complete and depending on the outcome we will determine the resolution, but please note that if you have nominated a Safe Drop at your own request then I Love Linen is not liable if your parcel goes missing after the fact Australia Post says it was delivered. 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.
For international orders we use DHL Express. Please ensure you enter the correct address at time of order as the courier will be booked for that address. Please note DHL will require signature for delivery and I Love Linen is not liable or responsible for parcels that are marked as delivered with proof of signature that corresponds to the recipient's name.
Shop from the comfort of your own home with 14 day FREE returns.
If it’s returned within 14 days, we can offer you:
• A credit note in full for future purchases
• A swap
• Or a refund
We do not accept returns on items that have been opened and used due to health reasons. This applies to sheet sets, quilt covers, cushions, bath towels and throws.
Due to health reasons we do not accept any pillows, mattress toppers or quilts (all classed as 'white goods') once they have been purchased so please choose carefully!
• that sheet sets and duvet cover sets cannot be partially returned due to changes in fabric dyes with each season.
• 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.
PLEASE NOTE: All returns due to a change of mind must be made within 2 weeks of receiving goods.
Please contact us before you would like to return and then ship to the below address.
2/10 John Duncan Court
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.
Our dispatch centre checks that all items ordered match what you have ordered from us to ensure that you get what you need! If we've made a mistake in sending you the wrong item then we will exchange for you and pay the shipping also. After receiving your goods please ensure you check and contact us within 2 weeks of receiving them if you find any faults.
Please note, we sell both new and vintage items (vintage quilts from India) and will always highlight when an item is vintage and what particular details relate to that vintage item whether it be patches or stitching or slight marks as this is part and parcel for these lovely vintage hand stitched pieces.
Please note: wear and tear that occurs in the course of normal use is not considered a fault of the product.
Can I change my mind on custom orders?
If we have produced item/s for you in custom sizes and/or colours then please note that unless the goods themselves are faulty and damaged we can not accept them for return or refund as it has been made especially for you, so always choose carefully!
For our International Customers
We use DHL Express to send your goods. Please choose your linens carefully as the cost of return shipping might be high and is covered at your own expense. Once we have your goods back, we will re-ship to you but you will incur 50% of the reshipping fee.