Delivery & Returns Policy
Delivery & Returns
This policy applies to products purchased from the website thelinenden.com.au. All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars.
Flat rate shipping is available on all standard delivery orders Australia-wide. Orders are sent using Australia Post from our distribution centre in Victoria. It may take up to 5 business days for delivery in metropolitan areas and up to 8 business days for regional areas. Shipping is currently only available within Australia.
How much will postage and packaging cost?
Standard delivery orders are charged $10 Australia-wide or free shipping for order over $50. Express Shipping is also provided with $20 flat rate.
Can I track my order?
Your order confirmation email will provide a tracking number with which you can track the progress of your shipment using this link. We use Australia Post as our courier company.
If there is a problem with my order, who do I contact?
If there is a problem with your order, please email us at email@example.com or call us on +61 3 9532 8484.
How long will it take for my order to arrive?
All parcels are sent from our distribution centre in Melbourne.It may take up to 5 business days for delivery in metropolitan areas and up to 8 business days for regional areas. If your order has not arrived within the allotted time, please email us at firstname.lastname@example.org or call us on +61 3 9532 8484.
RETURNS & REFUNDS
What if I change my mind?
We will accept returns for change of mind provided the return is from an Australian address, is made within 30 days from the date of your receipt of the products and the products have not been used and in original packaging. For health reasons pillows, quilts, underlays, bed toppers, mattress and pillow protectors are non-returnable unless faulty. As such, you cannot return these even if they are unused under our change of mind policy.
For products delivered to addresses outside Australia, we do not currently accept returns for change of mind.
No exchange or refund on any product that has been personalised, unless the product is faulty. We will accept returns for faulty products.
You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. For any enquiries please call our customer service team on +61 3 9532 8484.
What if a product is faulty or incorrectly delivered?
At The Linen Den, we take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem. Returns will be accepted for products purchased online and delivered anywhere in the world if they are faulty or the products delivered do not match your Order. You will need to provide proof of purchase (which may include the invoice, credit card statement or other payment statement) at the time of making the return.
What is the process for returns?
For Australian based customers you can create a new return request using our easy online returns system. All you need is your order number and email address with which you placed the order, which can be found in your order confirmation email.
Click Here to access Online Returns System.
The Linen Den Customer Service - Online Returns
1 Ardena Court Bentleigh East VIC 3165
Or you can register your intention to return by contacting our Customer Service team at email@example.com or call us on +61 3 9532 8484 (between 9.00am and 5.00pm AEST Monday to Friday), who will take you through the process and provide you with a returns authorisation number. This number must be noted on the returns form included in your delivery.
Returns of product : All items should be returned in their original packaging.
What are my options when i return an item bought from the website?
The Linen Den provides three return options for faulty or incorrectly delivered products and to Australian customers where our change of mind policy applies.
- Credit to your The Linen Den online account
- Full refund to your account (e.g. credit card, PayPal etc.) within 30 days. If over 30 days, please provide your bank details for refunding.
On occasion, your requested replacement item may have sold out by the time your product is posted and received by The Linen Den. If your replacement is not available, your online account or account with which you paid (e.g. credit card, PayPal) will be refunded.
How long will it take to get a refund?
Once your goods have been received by The Linen Den, please allow up to 5 working days for your credit to be processed back to your account. You will receive an email confirming the credit and you may then log in and select to receive the funds as a store credit or a refund. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund.
What will happen if i return an item purchased with a gift voucher?
Any product purchased with a Gift Voucher that is found to be faulty or incorrectly delivered, or falling within our change of mind policy (for Australian customers only) and is returned for an exchange or refund, any money refunded will be credited to the original Gift Voucher.
Who gets the refund if i return a gift?
The refund on a correctly returned item that was given as a gift will be credited to the original card or account used to purchase the gift within 30 days.
How do i contact the customer service team?
The Customer Service team operates on Monday to Friday (excluding public holidays in Melbourne, Australia) from 9.00am until 5.00pm (Australian Eastern Standard/Daylight Savings Time).
The contact phone numbers for our team are:
Callers from Australia: ( 03 ) 9532 8484
Callers located elsewhere: +61 3 9532 8484
Or you can also contact us via email on firstname.lastname@example.org