& Frequently Asked Questions
Terms & Conditions
Our terms and conditions are all listed in the FAQ's below for ease of reference. By purchasing homeware accessories from Linen & Lace at Home (Linen & Lace LTD) you (the customer) accept the terms and conditions including our delivery and returns policy and agree to read all our additional policies.
Can I change my mind? I'm now not so sure.
Yes, you are able to cancel or amend your order within 24 hours of placing your order. Please email email@example.com to do so. We also reserve the right to cancel an order in the event of a complication, whilst issuing a full refund if a payment has been made.
Will I get an invoice?
Yes, your invoice will be automatically generated and emailed to you as confirmation of your order. This will be available for you to print if you wish, we do not send out paper copies in order to save paper waste.
Can anyone place an order on your site?
You must be over 18 years old, have a valid payment card accepted by us or paypal account. You will need to enter your details correctly including your name, billing and delivery address, email address, phone number and payment details.
Placing your order
When will I get my order?
We aim to deliver items within 5 working days but we will always try to get your order to you as quickly as possible for you to enjoy. For our prints we need to allow 7-14 working days. If there is ever any delay with a specific item we will contact you as soon as possible to discuss the options. Whilst we endeavour to ensure your items are delivered within the stated time frame, occasionally issues may arise with either the dispatch or delivery, this may result in a delay in delivery times.
I need my item sooner, is this possible?
Please contact us via email firstname.lastname@example.org to discuss, if it is possible then absolutely we will.
How much is delivery?
Delivery is a flat rate of £3.95 delivered within the UK.
Where do you deliver to?
We deliver within the UK only.
I live locally, can I pop in and collect my order?
Yes, that is no problem, please contact us on email@example.com before placing your order to organise a time to collect and receive a code for free delivery at the checkout.
I have changed my mind, can I return my item?
We hope you love your new product, if it is not what you expected please contact us on firstname.lastname@example.org within 3 days of delivery to organise to return the item, the return postage will be your responsibility to cover. The item will need to be returned within 14 days of receiving the item and returned in the condition in which it was received.
My item has arrived damaged, what should I do?
In the unfortunate event an item has arrived damaged please contact us on email@example.com within 3 days of delivery to organise to return the item, so we can understand what went wrong, the return postage will be your responsibility to cover. The item will need to be returned within 14 days of receiving the item and returned in the condition in which it was received. All damaged products will be replaced, if a replacement is unavailable due to stock levels or it being a one of a kind, a refund will be offered.
Can I return a personalised or commissioned piece?
Personalised or commissioned pieces are non- refundable, although if an item is received damaged from transit please contact us via email with photographs to firstname.lastname@example.org and we will do our best to resolve the issue quickly.
How will I receive my refund?
Refunds will be processed back to the original payment method and the amount refunded will be the original product price less the delivery charge.
When will I receive my refund or replacement?
Refunds or replacements will be issued within 7 days of us receiving the original item back.
Returns and exchanges
Does the price shown include VAT?
Yes the price is shown in pounds sterling and is what you will pay, with the addition of the delivery charge.
How can I pay for my order?
We accept payment by credit and debit cards and paypal.
I have been given a promo code, how can I use it?
When you are ready to check out you will see a box to add your promo code, just pop it in here and we will do the rest, enjoy your discount. Promotion codes can not be used in conjunction with any other offers or discounts. Each promotion code may only be used once.
Is your pricing always accurate?
We endeavour to always show accurate pricing, although very occasionally a mistake may be made. If such an error occurs we will contact you to give you the option of placing your order at the correct price or cancelling your order. If we are unable to contact you we reserve the right to cancel the order. We reserve the right to change our pricing at any time, this will however not affect any orders already placed at the previous price.
Payments and promotions
Will my item look like it does on site?
We do our very best with images and descriptions to show the item as accurately as possible. Some of our handmade items will have slight variations due to the nature of being handmade. Due to the style and materials used and the variety of manufacturing processes for some items there may be natural imperfections and slight variations. Please also note that colours vary depending on which screen they are being viewed on. Please note many of our items are shown alongside other items as props or setting a scene, but these are not included in the sale of the product unless the description states they are.
Product descriptions and information
Is your packaging environmentally friendly?
All our packaging that we buy in is recycled, biodegradable or compostable. We however re-use all packaging from original suppliers wherever possible to reduce waste. Bubble bags and ecoflo (packing peanuts) are biodegradable and can be recycled from home.
What happens if my item goes out of stock?
If a product has been over sold or goes out of stock, we will contact you as soon as possible to arrange an alternative product , refund or advise on when the item will be back in stock.
How can I keep up to date with new stock and styling advice?
Easy, keep checking back on the shop or better still sign up for our newsletter, you will receive 10% off your first order and be the first to hear about exclusive offers, new products, open evenings and of course lots of inspiration. Also you can follow us on instagram linenlaceat to see what we are up to.