FAQs

 

 

GENERAL

 

I need help. How do I get it?

We always love to help! You can get in touch with us here, email us at contact@thelinenden.com.au or call us during business hours on 03-9532-8484.

 

There seems to be a tech issue with your site. Can someone help?

We are sorry that you are experiencing tech issues. Please contact our helpful customer service team at contact@thelinenden.com.au and please also provide your phone-number so that a friendly member of our team can call you back.

 

I don’t live in Australia. Where can I purchase your products from

Currently we are only selling online in Australia, New Zealand, UK, USA, Canada, China, Taiwan, Hong Kong, Singapore, and Japan. For other countries not listed we can most likely supply to your country. Please email us at contact@thelinenden.com.au with products you want, your complete address, and phone-number. Our team will check the courier charges to your place and email you a quotation. You can then decide to proceed.

 

WHY SHOULD I SIGN UP TO YOUR NEWSLETTER?

When you sign up to our newsletter, you will hear first-hand about all new product releases, sales, and promotions.

 

ORDERS AND PAYMENTS

 

WHAT PAYMENT METHODS ARE ACCEPTED?

The Linen Den online store accepts Visa, Mastercard, and PayPal.

CAN I GET A TAX INVOICE?

You will be emailed a valid Australian tax invoice as soon as your order is confirmed Should you misplace your invoice and delete the email, we will be more than happy to help and email you a copy. Simply email our team on contact @thelinenden.com.au with your request. Please supply enough relevant details for our team to dig out the information.

ARE CREDIT CARD PAYMENTS SAFE WHEN DONE ONLINE?

The Linen Den website uses SSL Encryption and all payments made to The Linen Den website are processed by the eWay Payment Gateway, which is highly reliable and secure.

CAN WE CLICK AND COLLECT FROM YOUR DEPOT?

Due to (OHS) regulations, we are unable to facilitate order pick-ups. All orders must be delivered using our courier networks.

CAN YOU EXPRESS SHIP AS I NEED MY ORDER ASAP?

Yes, we can express ship via Australia Post. Please contact customer service, and they can quote the surcharge for express-shipment.

 I HAVE PLACED AN ORDER. CAN I CHANGE/CANCEL THE ORDER

Yes, it is possible, get in contact with customer service as soon as possible. If the order has not already been shipped, we will endeavor to do our best to accommodate your request.

 ITEM IS DIFFERENT COLOUR TO WHAT I ORDERED

Photographs are taken by our professional photographers and the images are matched against actual products. Unfortunately, colours and intensity of colours can vary from screen to screen, and we cannot be held responsible for these variances. If the exact shade of the colour is important for you, then please get in touch and we will do our best to work out a solution for you. In case if there is a human error from our side then place accept our apology and let us know at your earliest convenience to rectify it for you and for others too.

 I WANT AN ITEM HOWEVER IT APPEARS TO BE SOLD OUT, HOW DO I FIND OUT WHEN WILL IT BE AVAILABLE

At times we upload stock by deducting a few items and it is possible that item may be available. Please contact us at contact@thelinenden.com.au to check. If not available then we can also guide you how soon the item will become available.

 

DELIVERIES AND RETURNS

 

CHANGE OF MIND. I DON’T LIKE THE ITEMS I RECEIVED

In an unlikely event when you don’t like the received product. We will happily provide a full refund within 30 days of receiving your purchase. For Change of mind returns you must return the items back to our depot.

Please hand-write the order number on the parcel for our customer service team to easily identify and process your return. Please ensure that the returned items are in original packaging and the product unopened and unused. Once received  our processing team will determine the state of the return and an appropriate action will be taken accordingly.

 HOW DO YOU PROCESS REFUNDS?

It is a reversal of financial transaction, and your refund will be via same method. Please allow a few days for the customer service team to process your return.

 CAN I GET MY ITEM DELIVERED TO A POST OFFICE BOX?

Yes. We use Australia Post eParcel system and all shipments addressed to PO boxes are sent via Australia Post.

DOES SOMEONE NEED TO BE AT HOME TO TAKE DELIVERY?

It is necessary for someone to be available to take delivery as the courier requires a name and signature as proof of delivery. We however recommend that you get your order sent to the work address as most workplaces usually have other people to accept deliveries.

HOW DO I TRACK THE PROGRESS OF MY DELIVERY?

When your order is shipped an email is automatically sent to you with tracking details and necessary information so that you can track your online order.

WHEN WILL I GET MY DELIVERY AFTER DISPATCH?

Covid-19 has hampered the delivery times. However, in normal circumstances and as a general rule of thumb once the order has been shipped.

Melbourne | Approximately 1-3 business days

Adelaide, Sydney | Approximately 2-5 business days

Brisbane, Perth | Approximately 3-7 business days

Non-Metro locations:  Approximately 3-10 business days

 

HOW MUCH IS DELIVERY?

We deliver Australia-wide for no charge if the order value is $50 or more. A flat-fee of $10 applies to orders under $50.

WHEN WILL MY ORDER BE DISPATCHED?

We dispatch orders Monday to Friday (except public holidays). Your order is dispatched same day or next day depending on time of the day when your order is received

 

WARRANTY DETAILS

 

WHAT ARE MY WARRANTY TERMS AND CONDITIONS?

The Linen Den is committed to honoring its obligations by law and providing you with an appropriate remedy. Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A major problem is when the item:

1. has a problem that would have stopped you from buying the item if you had known about it;
2. is significantly different from the sample or description;
3. does not do what we said it would, or what you asked for and cannot be easily fixed.

If the problem is not major, we will either replace the item or refund it within a reasonable timeframe. 

Proof of purchase will be required, and we may need to assess the product to determine whether or not you are entitled to a refund or a replacement.

If you believe there is a problem with the item you purchased please contact us at contact@thelinenden.com.au for assistance.

HOW LONG IS MY WARRANTY?

The Linen Den products come with a 12-month comprehensive warranty. It excludes standard wear-and-tear.

WHAT IF I THERE IS A PROBLEM?

The Linen Den is committed to the excellence of our products and provide VIP customer service to all our customers. Our customer-service team is available to help you with any queries after your purchase.

 

PRODUCTS

 

I NEED SOME MORE INFO ON AN ITEM BEFORE PURCHASE

We have very helpful team. Please send us an email or ring us for any query which you may have.

HOW DO I CARE FOR MY PRODUCT WHICH I JUST PURCHASED

All our products have care instructions. We highly recommend you to read the care-instructions and take care of your purchase products as per the instructions.

DOES YOUR TEA TOWELS HAVE A SEWEN HOOK TO HANG THEM?

Yes, all tea towels including glass cloths sold by The Linen Den have sewn hooks in the corner. The dishcloths don’t come with the hooks.