Shipping and Returns

Shipping Policy

We take pride in carefully preparing and shipping your order to ensure it arrives in perfect condition. Please review our shipping policy for important details on processing times, delivery options, and international shipping.

Processing Time

Our 'made to order' items typically require up to 2 weeks for processing, but this timeframe can vary depending on the season and order volume. If you have an urgent deadline, please contact us before placing your order, and we will do our best to accommodate your request.

All items are packaged individually, sealed in a crystal-clear protective pocket, and shipped in a durable poly mailing bag to ensure safe delivery.

Shipping Methods

We generally ship via Royal Mail for items despatched from the UK and select the most suitable shipping method for items despatched from the EU based on your location:

  • For international customers, we typically use a tracked shipping service where available (note that certain countries may be excluded from this service).

Estimated Shipping Times

  • United Kingdom: Delivery typically takes 1–3 business days.
  • From EU to United Kingdom typically takes 2 weeks
  • International (USA, Canada, Australia): Estimated delivery time is approximately 2 weeks.
  • Rest of the World: Delivery may take up to 3 weeks.

Please be aware that during periods of extreme weather or customs delays, international shipments can take up to 6 weeks to arrive, particularly during winter months.

Customs Duties & Taxes

All customs duties, taxes, and import charges are the responsibility of the buyer. We advise checking your country's customs policies before placing an order.

Delivery Address

Orders will be shipped to the address provided in your account. If you need your order delivered to a different address or wish to send it as a gift, please let us know, and we’ll be happy to accommodate your request.

If you have any questions or concerns about your order, feel free to contact us, and we’ll be delighted to assist.


Returns Policy

We want you to be completely satisfied with your purchase. If for any reason you are not, we're here to help. Please read our returns policy carefully.

Return Period

Our returns policy lasts for 14 days from the date your order was shipped. Unfortunately, we cannot offer refunds or exchanges after this period.

Eligibility for Returns

As the majority of our items are handmade to order and not held in stock, we are unable to accept returns unless the item is faulty, in accordance with the Consumer Contracts Regulations 2013.  The only exception is fabric sold by the metre, which may be returned under the following conditions:

  • The fabric must be unused, uncut, and in its original condition as received.
  • It must be returned in the original packaging to protect it during transit.
  • The fabric must be unused, free from any marks, stains, or damage and in a fully saleable condition.

Non-Returnable Items

  • Curtains: As these are made to your specific measurements and requirements, we cannot accept returns or exchanges on these items.
  • Any other custom or personalised items, including personalised table linens and embroidered bedding, are also non-returnable unless faulty
  • Coloured dyed linens: Our coloured linens such as clothing, bedding, table linens etc are handmade to order and crafted specifically for each customer. As such, they fall under our policy for bespoke and custom-made items, which are non-returnable and non-refundable unless faulty. We strive to represent colours as accurately as possible on our website, but variations may occur due to screen settings and lighting. To help you choose the perfect shade, we can offer colour swatch samples upon request before placing an order. Please note that colour variations between linen batches may occur due to the nature of the dyeing process. While we do our best to maintain consistency, we cannot guarantee that orders placed at different times in the same colour will be an exact match.

     

Faulty or Damaged Items

If your item is faulty, damaged, or not as described, please contact us within 14 days of receiving your order. We will arrange a refund, exchange, or replacement once we have inspected the item.

How to Initiate a Return

To start a return, please contact our customer service team at admin@linenandletters.com with your order number, a brief explanation of the reason for the return, and any relevant photographs if the item is faulty or damaged. We will then provide you with instructions on how to proceed.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact me at admin@linenandletters.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to admin@linenandletters.com and send your item to:

Walden House, 17 Parkfields Lane, Fearnhead, Warrington, Cheshire, WA2 0AR, United Kingdom.

Shipping
To return your product, you should mail your product to:

Linen and Letters, Walden House, 17 Parkfields Lane, Fearnhead, Warrington, Cheshire, WA2 0AR, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50 you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.