Shipping & Returns

Shipping

Spend over $75 and you'll receive FREE SHIPPING Australia wide shipped via Australia Post. Any order under $75 means there will be a small flat rate shipping fee of $9.95 for your order.

 

To track your order please click here 

 

Christmas Shipping Cut Off Dates

To ensure your order arrives in time for Christmas, please refer to the below cut off dates:

 

14th December - Regional Standard Post

Includes WA, Northern Territory and regional Australia.

Orders must be placed before 1 pm.

 

17th December: Metro Standard Post

Includes metro VIC, NSW, QLD, SA & ACT.

Orders must be placed before 11 am.

 

20th December: Express Post within the Aus Post Express Network

Includes addresses within the Aus Post Express Network (click here for postcodes in the network)

Orders must be placed before 1 pm.

 

About Dispatch:

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.

 

Express Post:

Yes, we can express post for you. Simply contact us via phone, live chat or email and we can sort out the cheapest rate possible for you. 

 

About Pre-ordering items:

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 help@ilovelinen.com.au. 

Pease 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.

 

International Shipping: 

We ship worldwide! The store is only set up to process free standard shipping Australia wide but for all our international customers please contact us at help@ilovelinen.com.au with the items of interest and we would love to help you out!

 

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.

 

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.

 

Returns

We're all entitled to change our minds, otherwise, we wouldn't be human!
All returns must be made within 14 days of receiving your goods. 

 

If it’s returned within 14 days, we can offer you: 

• A credit note in full for future purchases

• A swap 

• Or a refund (Cost of Shipping will be deducted from this on both international and Australian orders, this means whatever it costs I Love Linen to ship to you - you can ask us in advance what this cost is).

 

Please contact us at help@ilovelinen.com.au before you would like to return and then ship to the below address!

Dispatch centre:
2/10 John Duncan Court
Varsity Lakes
Queensland 4227

 

Christmas Extended Returns 

Christmas Return Policy: If your order was placed between the 3rd of December 2018 and the 20th of December 2018 you automatically have access to our Christmas return policy and can return your item(s) up until 18th of January 2019.

 

*We do not accept returns on:

Any items classed as ‘white goods’ due to health reasons. This means that any product from our Hotel Bedding Collection cannot be returned once purchased. This includes pillows, mattress toppers or quilts, so please choose carefully!

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

 

Please note:

That sheet sets and duvet cover sets cannot be partially returned due to changes in fabric dyes with each season. 

As colour variations caused by monitors are out of our control, these will be considered a change of mind return, if you are unsure on a colour, you can request a swatch from help@ilovelinen.com.au

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. 

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.

Refunds can take up to 10 business days to process.

 

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 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, Cost of Shipping will be deducted from this on both international and Australian orders, this means whatever it costs I Love Linen to ship to you - you can ask us in advance what this cost is.

 

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 that production faults are generally apparent within the first few washes. If this item has been in use for longer then it is likely 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. 

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.

I Love Linen are not liable for products that have been damaged in transit by uncontrollable forces. In the unfortunate instant that the parcel has been delivered is damaged, we will need to contact Australia Post for a resolution - this can take up to 10 business days to resolve. 

 

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 cannot 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.