After the initial hiccups following the UK leaving the EU, we are happy to report all our orders are being delivered as usual from the UK globally. Of course, we ship without VAT. Also, since the majority of our products are of UK origin, shipping requires no duties, only local VAT in the country of import.
We value all our loyal clients so should you have any concerns importing to your country please get in touch. Then, we can facilitate delivery through a number of our courier associates at no additional cost.
UK Standard Delivery
(3 to 5 working days from when your item is shipped. Please allow 4-6 weeks as your order is made bespoke)
Standard European Delivery
(2 to 11 business days from when your item is shipped. Please allow 4-6 weeks as your order is made bespoke)
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Germany, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden
Standard International Delivery
(3 to 17 business days from when your item is shipped. Please allow 4-6 weeks as your order is made bespoke)
United States, United Arab Emirates, Australia, Canada, Switzerland, Hong Kong SAR, Israel, Japan, South Korea, Malaysia, Norway, New Zealand, Singapore
If you change your mind on your luxury linen product, we are happy to refund the items within 30 days of delivery. Naturally, you must return products in complete and perfect condition. The items must not be washed or used and please package it appropriately for it’s return back to our warehouse. You will receive refunds via the original payment method of your purchase. Unfortunately, we aren’t able to refund any delivery costs.
Bespoke luxury linen items made to your specifications may not be refunded under our policy. To clarify, this applies regardless of exercising your legal right to cancel or return the items. This includes;
Personally embroidered and monogrammed items
Made to measure items
Bespoke or customised products
How to return
Please notify us if you wish to return your items. You can use the following methods:
Ensure that you enclose your details with the package you are returning. Specifically, this must include:
This is necessary so we can refund you correctly and contact you if we have a query about your return. Please mark on your original delivery note the relevant items you’re returning.
Take care to package the item and ensure it is securely wrapped. This is to avoid damage during the delivery to our warehouse. Failure to package the item appropriately resulting in damage to the enclosed item, will lead to a refusal of your refund.
Address the package to;
Heirlooms Linens LTD
Unit 2, Arun Business Park
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 package’s 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:
We commit to investigating further upon your request.
Heirlooms has a strict quality control procedure in place. This ensures 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 in the following ways:
From there we can discuss the best way forward. Subsequently, once we receive the items back in our warehouse, we can do the necessary checks. Then we will respond to you within 5 business days.