FAQ

GENERAL


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

Unfortunately, we do not currently have any showrooms or stores available in Asia.


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 product releases, promotions, sales and Linen House news and events.

 

Q. WHY JOIN?

When you join the Linen House family, you get all the perks, such as first looks at sales, events and promotions. You’ll be able to store your details for speedy check-outs and keep an eye on order tracking and history. Not to mention, we’ll give you $30 off your first order. Please note, that terms and conditions apply.

PAYMENT & PURCHASING


Q. WHAT PAYMENT METHODS ARE ACCEPTED?

Linen House online store accepts Visa, Mastercard and PayPal.


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 RECEIVE AN INVOICE?

Order confirmation emails you will receive upon placing an order is a valid invoice. Should you lose your invoice, we will happily email you a new one. Simply email our sales team on hello@linenhouse.sg with your request.


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

All Linen House websites use SSL Encryption and all payments 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 regulations, we are unable to allow customers to collect their orders from our dispatch centre.

  

DELIVERY


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

It is required someone is available to accept delivery, unless a customer has opted for their parcel to be left in a safe place if no one is at home. All parcels are sent via Australia Post. Once a parcel has arrived in its country of destination, it will then be in the hands of the Australian Post International affiliation. If you need to organise a redirection or redelivery, please contact the correct affiliation. Please see Shipping for further information.


Q. DOES YOUR POSTAGE FEE INCLUDE INSURANCE?

Yes, freight costs include insurance. However, please be aware that Linen House will NOT be responsible for any custom, duty or international taxes that may apply to your order.


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 with tracking details and information so that you can monitor your order online and in real time. Please see Shipping for further information.


Q. HOW LONG WILL DELIVERY TAKE AFTER DISPATCH?

Our parcels are delivered via an express service and generally delivered within a 5-10 business day period for metro and 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 we at Linen House unfortunately have no control over.

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 free delivery for all products featured on our site.


Q. WHEN WILL MY ORDER BE DISPATCHED?

Orders are dispatched Monday to Friday excluding Australian public holidays. Orders received on weekends (Saturday and Sunday) will be dispatched on Monday.

Please allow a 48-hour window during sale periods for orders to be dispatched.


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:

  • Has a problem that would have stopped you from buying it had you known about it;
  • Is unsafe;
  • Is significantly different from the sample or description;
  • Does not do what we said it would, or what you asked for and cannot be easily fixed.


If the problem is not major, the item will be replaced, or a refund will be given 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 hello@linenhouse.sg and we will happily 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 hello@linenhouse.sg if you require any assistance with your product after purchase.