All orders are usually dispatched within 24 hours of receipt of payment and conveniently delivered to your home or office.
Orders are dispatched Monday to Friday, excluding Australian public holidays. Orders received weekends (Saturday and Sunday) will be dispatched on Monday.
Please allow a 48-hour window during sale periods for orders to be dispatched.
Our carriers offer a door-to-door service, so please ensure that someone is available at the nominated delivery address to sign for your items and receive the delivery.
Couriers will not leave parcels unattended if you have not opted for this option at the time of placing your order. If you are not available to accept your delivery, a delivery slip will be left at the delivery address. It is the customer’s responsibility to contact their local post to arrange redelivery or collection.
All international orders placed on linenhouse.com will incur a $30 AUD flat delivery fee.
IMPORTANT THINGS TO BE MINDFUL OF WHEN SHOPPING WITH US ONLINE
All orders are fulfilled and dispatched from our warehouse facilities in Melbourne, Australia.
Please be aware that customs, duties and sales taxes may be applicable to your order. This is not something that Linen House can control nor prevent and will NOT be held accountable for any fees that may apply.
Please note: our free returns option is not available for international orders.
TRACKING YOUR ORDER
Once we’ve shipped your order, we will update you with your tracking details and instructions via email. For any queries related to tracking, please contact our Linen House Customer Care Team here.
ESTIMATED DELIVERY TIME
Our parcels are delivered via an express service and generally delivered within a 5-10 business day period for metro areas. For remote areas please allow up to 15 days for receipt of parcel.
Please be aware that delivery times will vary due to custom controls that Linen House unfortunately has no control over.
These timeframes are estimates, and our carrier, Australia Post, endeavours to meet these estimates at all times.
If a delivery attempt is made, but is ultimately unsuccessful, please contact your local post to arrange redelivery or collection. Failure to do so does not constitute grounds to cancel your order.
CUSTOMS AND REGULATIONS
All orders are shipped from our headquarters in Melbourne, Australia. Once a parcel reaches its country of destination, the customer is responsible for any additional customs fees that may apply.
Duty charges are determined by the country of destination. Unfortunately, this is not something Linen House has control over; therefore, Linen House is unable to advise what duties may apply.
Where parcels are held for an extended or delayed period of time by customs or quarantine authorities, you (the addressee) will be contacted directly by these parties to advise of this.
When tracking your parcel online, you may also notice the status Possible Delay, which may indicate that your parcel has been delayed by customs.
Inspection of international parcels by local and international custom authorities is a standard process when sending or receiving parcels to and from internationally.
Generally, parcels continue their journey and are delivered smoothly and quickly.
If your parcel is held by customs or quarantine authorities, it is generally due to the following factors:
- The parcel needs to be inspected further;
- An import duty needs to be paid.
In the event of the above factors occurring, authorities will be in touch with you directly. Linen House is not notified and cannot control this process if and when any of the above occurs. Linen House sends all parcels with Australia Post.
Linen House nor Australia Post can answer questions relating to items being held by authorities and unfortunately, there is nothing that either party can do to speed up processes pertaining to customs.
ONLINE RETURNS POLICY | TERMS AND CONDITIONS
To be eligible for a refund, you must return your unopened order in its original packaging within the 14 Day Money Back Guarantee period.
In the case that the item has been opened but is still in its original condition, you will be issued a store credit to the value of that item in lieu of a refund.
The 14 Day Money Back Guarantee will commence from the date you receive your product. If there is no receipt of delivery, the date shall be assumed to be 3 business days from the date of dispatch.
Delivery charges will not be refunded.
Please Note: Our free returns via Parcel Point is not available on international orders.
WHAT IF MY ITEM IS FAULTY?
Linen House is committed to honouring its obligations at 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.
If you have any issues whatsoever, please get in contact with us at firstname.lastname@example.org
PRODUCTS EXCLUDED FROM INTERNATIONAL DELIVERY:
Dinnerware, vases, large wall hangings, skincare and planters.
OF FURTHER IMPORTANCE
Generally, your parcel will have a smooth journey and will be delivered promptly to you, however, we cannot guarantee that your parcel will or will not be charged any customs taxes or duties.
Any customs or import duties are charged once the parcel reaches its country of destination. These charges must be paid by you (the recipient) of the parcel and not Linen House.