FAQ

GENERAL

Q. I WOULD LOVE TO VIEW THE LINEN HOUSE RANGE OF PRODUCTS. DO YOU HAVE A SHOWROOM OR STORE?

To view our entire collection online, you're in the right place.

If you would like to view our products in person, feel free to drop-in to any of our fabulous outlet stores or any of our stockists.

Please click here for a list of our outlet stores and stockists.


Q. WHAT IS YOUR ABN?

45 058 668 796



Q. WHY SIGN UP TO OUR NEWSLETTER?

By signing up to our newsletter, you'll hear first-hand about all new product releases, promotions, sales and Linen House news.



PAYMENT & PURCHASING

Q. WHAT PAYMENT METHODS ARE ACCEPTED?

The Linen House online store accepts Visa, Mastercard, PayPal, Afterpay and zipPay.


Q. CAN I PAY FOR MY ORDER UPON DELIVERY?

Unfortunately we are unable to offer payment upon delivery, as our couriers are not equipped to receive payments. As such full payment is required before your order is dispatched.


Q. IF I PURCHASE A LINEN HOUSE PRODUCT, WILL I BE SUPPLIED WITH A TAX INVOICE?

The order confirmation email you receive when you place an order is a valid Australian tax invoice. Should you lose your invoice, we will happily email you a new one. Simply email our sales team on sales@linenhouse.com with your request.


Q. IS IT SAFE TO MAKE CREDIT CARD PAYMENTS ONLINE?

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


Q. IS LOCAL PICK-UP AN OPTION?

Due to occupational health and safety (OHS) regulations at our warehouse, we are unable to facilitate pick-ups of our products. All orders must be delivered using our extensive courier network.



DELIVERY

Q. CAN MY ITEM BE DELIVERED TO A POST OFFICE BOX?

Yes. All deliveries are sent via Australia Post eParcel and can easily be delivered to post office boxes.


Q. DOES SOMEONE NEED TO BE HOME TO ACCEPT DELIVERY?

It is necessary for someone to be available to accept delivery as we use Australia Post who requires a signature as proof of receipt. For your convenience, we recommend having your order sent to your work address if being at home during business hours is not an option.


Q. DOES YOUR POSTAGE FEE INCLUDE INSURANCE?

Yes, freight costs include full insurance.


Q. HOW DO I TRACK THE PROGRESS OF MY DELIVERY?

By close of business on the day your order has been dispatched, you will receive an email from us with full tracking details and information so that you can monitor your order online and in real time.


Q. HOW LONG WILL DELIVERY TAKE AFTER DISPATCH?

Ouside of end-of-season sale period, typical delivery times expected are:


Melbourne | Approximately 1-3 business days

Adelaide, Sydney | Approximately 2-5 business days

Brisbane, Perth | Approximately 3-7 business days


For all areas outside these metro locations, please allow up to 8-10 business days.

Please note that these time frames are estimates, and our carrier, Australia Post, endeavours to meet these estimates at all times.


Q. HOW MUCH IS DELIVERY?

We offer Australia-wide delivery for all products in the Linen House range. All items are usually dispatched within 24 hours of payment. We use Australia Post for shipping and we offer a $10 flat rate for shipping Australia-wide.


Q. WHEN WILL MY ORDER BE DISPATCHED?

Dispatches occur Monday to Friday excluding public holidays.



WARRANTY DETAILS

Q: WHAT ARE MY WARRANTY TERMS AND CONDITIONS?

Linen House is committed to honouring 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 unsafe;
3. is significantly different from the sample or description;
4. 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 replacement.

If you believe there is a problem with the item you purchased please contact us at support@linenhouse.com and we will assist you.


Q. HOW LONG IS MY WARRANTY?

All Linen House products are backed by a 12-month comprehensive warranty.


Q. WHAT IF I HAVE A PROBLEM?

Linen House is committed to the excellence of our products and providing first-class customer service. A very responsive after-sales department is available to help you with any queries after your purchase. Most issues are resolved within 24 business hours. Contact us at support@linenhouse.com if you require any assistance with your product after purchase

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