• Home
• Return Your Order

Return Your Order

What do I need to know if I want to return an order?

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 colors. Our parcels are wrapped to allow ample fabric for color 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. All returns must be made within 30 days of receiving your goods and arrive in AS NEW condition  You will cover the cost to return the item/s. 

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 (unopened/unfolded/unused) 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

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 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:
11/14 Rothcote Court 
Burleigh Heads
QLD 4220
Australia

 

*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 color 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 color, however color variations caused by monitors are out of our control and will be considered a change of mind return, if you are unsure on a color, 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 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.

 

 

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 color 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.  

 

 

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! DHL 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 DHL to deliver nation wide. If your parcel goes missing, you will require to start a Track and Trace enquiry with their customer service team, they can be contacted here. 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 DHL 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 DHL confirms delivery. If DHL 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 DHL.  
 
 
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 DHL for a resolution. I Love Linen can only reimburse compensation offered by DHL under these circumstances.