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Delivery and Returns

Retail Delivery Options

2021 Update

After the initial hiccups, experienced by many in general, we are happy to report all our orders are being delivered as usual from the UK to Europe. We ship without VAT and as the majority of our products are UK origin there are no duties required, only local VAT in the country of import.

We value all our loyal clients so should you have any concerns importing to Europe please get in touch and we can facilitate delivery through a number of our European associates at no additional cost.

UK Standard Delivery

(3 to 5 working days)

  • FREE for orders over £100
  • £15 for orders under £100
  • Delivered Monday to Saturday (excluding bank or public holidays)
  • Signature is required upon delivery

Next Day Delivery

(order by 2pm)

  • £20 for all orders
  • Delivered Monday to Saturday (excluding bank or public holidays)
  • Signature is required upon delivery

International Delivery

(4 to 14 days)

For international orders, please contact us with your requirements and we will provide a quote. Due to the size and weight of our products, there are too many variables to be able to provide an online process:

  • Quote upon invoice
  • Delivered Monday to Saturday (excluding bank or public holidays)
  • Local government restrictions may delay your order
  • Signature is required upon delivery

Returns Policy

If you change your mind on your product, we are happy to refund the items within 30 days of delivery. Products must be returned in complete and perfect condition. The items must not be washed or used and packaged appropriately for it’s return back to our warehouse. Refunds will be returned via the original payment method when you made your purchase. Unfortunately, we aren’t able to refund any delivery costs.

Items that have been made bespoke to your specifications may not be refunded under our policy regardless of exercising your legal right to cancel or return the items. This includes;

  1. Personally embroidered and monogrammed items
  2. Made to measure items
  3. Bespoke or customised products

How to return

Please notify us if you wish to return your items. This can be via email on enquiries@heirlooms-linens.com or via phone on +44 (0) 1243 820 252 (Monday – Friday 8.30am – 5pm).

Ensure that you have your details enclosed with the package you are returning. This must include your original delivery note and order number along with your name, address and a telephone number so we can refund you correctly and contact your if we have a query about your return. Please mark on your original delivery note the relevant items.

Take care to package the item and ensure it is securely wrapped to avoid damage whilst it is being delivered to our warehouse. Failure to package the item appropriately resulting in damage to the enclosed item will not be refunded. Address the package to;

Returns Department
Heirlooms Linens LTD
Unit 2, Arun Business Park
Shripney Road
Bognor Regis
PO22 9SX
West Sussex
England

Once we have received the return, we will notify you via email or telephone. Please be patient as this can sometimes take a few days. The majority of couriers allow tracking so you can follow your packages progress. Our warehouse team will then check that the parcel is fit for return, which may take up to four or five days. When we have approval, we will process a refund to your original method of payment.

If you are worried we may have missed your return, please contact us via email on enquiries@heirlooms-linens.com or via phone on +44 (0) 1243 820 252 (Monday – Friday 8.30am – 5pm) and we can investigate further.

Faulty Items

Heirlooms has a strict quality control procedure in place to ensure our products are at the highest standards for our customers. In the unlikely event of a fault, please return the item within 30 days of purchase following our standard procedure of refunds or exchanges. Before doing so, please contact us to discuss the issue and so we are aware of the incoming delivery.

However, if the product is outside of our 30 day return policy you will need to contact us through email on enquiries@heirlooms-linens.com or via phone on +44 (0) 1243 820 252 (Monday – Friday, 8.30am – 5pm). From there we can discuss the best way forward. Once the items have been received back in our warehouse, we can do the necessary checks and we will respond to you within 5 working business days.

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