Shipping and Returns

Retail Delivery Options

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 and 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 Delivery 

Please allow an additional 4-6 weeks if your order is made bespoke. Our couriers deliver Monday to Saturday (excluding bank or public holidays).

- £6.50 for Express shipping (allow 1-2 working days)*
- £3.50 for Standard shipping (allow 2-4 working days)
- FREE Standard shipping for orders over £60

*Order by 1pm for next day delivery on stock items. 

US Delivery

Please allow an additional 4-6 weeks if your order is made bespoke. Our couriers deliver Monday to Saturday (excluding bank or public holidays). The delivery cost is inclusive of local duties and taxes. 

- $30 for Express shipping (allow 2-11 working days)
- $20 for Standard shipping (allow 3-17 working days)
- FREE Standard shipping for orders over $125

EU Delivery

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, and Sweden.

Please allow an additional 4-6 weeks if your order is made bespoke. Our couriers deliver Monday to Saturday (excluding bank or public holidays).

- €30 for Express shipping (allow 1-3 working days)
- €8 for Standard shipping (allow 3-10 working days)
- FREE Standard shipping for orders over €150

International Delivery

Australia, Canada, Hong Kong SAR, Israel, Japan, Malaysia, New Zealand, Norway, Singapore, South Korea, Switzerland, and United Arab Emirates.

Please allow an additional 4-6 weeks if your order is made bespoke. Our couriers deliver Monday to Saturday (excluding bank or public holidays).

- £20 for Standard shipping (allow 5-10 working days)
- FREE Standard shipping for orders over £150

Returns Policy

If you change your mind, 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 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:

- Via email on enquiries@heirlooms-linens.com
- Via phone on +44 (0) 1243 820 252 (Monday – Friday, 8.30am – 5pm)

Ensure that you enclose your details with the package you are returning. Specifically, this must include:

- Your original delivery note
- Order number
- Your name
- Address
- Telephone number

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;

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 package’s progress. Our warehouse team will then check that the parcel is fit for return, which may take up to 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
- Via phone on +44 (0) 1243 820 252 (Monday – Friday, 8.30am – 5pm)

We commit to investigating further upon your request.

Faulty Items

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:

- Via email on enquiries@heirlooms-linens.com
- Via phone on +44 (0) 1243 820 252 (Monday – Friday, 8.30am – 5pm)

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.