International Orders


COVID-19 UPDATE

In this ever evolving situation, here is what you need to know.



Hello to all our International shoppers! We're so excited to open up again to you!

Our online store is open with orders being dispatched daily Monday-Friday.

We are taking all necessary precautions to ensure the safety of staff and the timely delivery of orders.



DELIVERY DELAYS

We ship your order from our warehouse in Melbourne, Australia.

Due to increased demand and social distancing in our fulfilment warehouse, orders are taking longer than usual to be dispatched.

Social distancing requirements and a reduction in air freight capacity is also causing delays across our delivery networks.



Please understand the above is subject to change as the situation changes daily. We will do our best to keep you, our valued customer, informed.

Updated 9 September, 2020



COUNTRIES WE SHIP TO

Please note we have temporarily suspended international delivery.

Linen House Australia is thrilled to provide service to our international shoppers.

Our online store ships to the following countries:

  • Canada
  • France
  • Germany
  • Italy
  • UK
  • USA


DELIVERY

Orders are dispatched Monday to Friday, excluding Australian public holidays.

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 the following is not available for our international customers nor on our international orders:

  • Free returns options
  • Afterpay



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.



MISSED DELIVERY

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.



PLEASE NOTE

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 support@linenhouse.com



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.