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 

 

About Dispatch:

We pick and pack your orders on business days (Monday to Friday) If you place an order from 12pm on Friday or over the weekend, your order will be shipped the following week. Please check carefully if your item is a Pre Order or Custom order for further information on arrival dates.


We ship all our domestic parcels using Australia Post, you can view the expected network delivery speeds and coverage here, please note that we cannot control the whereabouts once the parcel has left our warehouse. Please see our shipping FAQs for more information. 

Our linen swatches are sent using Letter Post which tends to be longer than parcel post. Please allow up to 10 business days in most cases, in the meantime you can view our look book here for our favourite colour combinations

 

Express Post:

Yes, we can express post for you. Simply contact us at help@ilovelinen.com.au with your cart items and full shipping address, we can sort out the cheapest rate possible for you. 

 

International Shipping: 

We ship worldwide! The store is 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 your full shipping address, we would love to help you out! Please refer to our FAQ for more information. 

 

About Pre-ordering items:

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 as we hear them but always keep this in mind when you pre-order an item from us.


Please note, custom items are different to pre orders and will display a message to contact our customer service team for more information on arrival times and charges. Any custom order purchased without prior contact will be refunded after 5 business days. 

 

 

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 and arrive in AS NEW condition. You will cover the cost to return the item/s. 

 

 

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

• A credit note on your I Love Linen account to the value of your original purchase which can be used to exchange your items or used on future purchases and I Love Linen will cover the cost to ship the item you exchange for back to you.

• 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 contact us at help@ilovelinen.com.au 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!

Dispatch centre:
10/14 Rothcote Court 
Burleigh Heads
QLD 4220

 

*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 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! 
 
Please note:

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 help@ilovelinen.com.au


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 account to the value of your purchase to apply when fresh stock 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.

 

 

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, 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 to the value of your purchase will be applied to your I Love Linen account which can be used to exchange your items or used on future purchases

 

 

FAQ’s  

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. 

Given the price of many of our items and the investment made, please note that I Love Linen sends all parcels with 'signature on delivery' required. If you, the customer request a Safe Drop with Australia Post please understand I Love Linen is not liable if your parcel has not been received as we need to send with 'signature on delivery' to ensure your parcels' safety. 

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.  
 
 

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!

 
I am an International Customer? 

We use DHL Express to send your goods. 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. 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. 


Customers are responsible for all import duties, taxes and any import fees levied by the country your items are being shipped to. These will be due at the time of or after delivery and will not be reimbursed or refunded by I Love Linen.  If you are unsure of the charges that apply, please contact your local customs office for more information.